Dreamforce 2017: 4 next steps for Salesforce Einstein

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Einstein Observatory

To Salesforce customer Bill Hoffman, chief analytics officer at Minneapolis-based US Bank, the “A” in “AI” is about “augmented” intelligence because, as he said in a keynote at this week’s Dreamforce event in San Francisco, “there’s nothing artificial about it.”

US Bank has deployed Salesforce Einstein capabilities including Predictive Lead Scoring and Einstein Analytics (formerly known as Wave) for customer attrition analysis and retention efforts. It’s also using Einstein Discovery (formerly BeyondCore) to better understand customer behavior and cross-sell opportunities. The bank expects to roll out Einstein capabilities to more than 2,000 of its customer-facing financial advisers across the firm in hopes of “personalizing service at scale” and “creating a differentiated customer experience,” Hoffman said.

Personalizing at scale is precisely the idea behind two “myEinstein” capabilities announced at Dreamforce. Also announced were two Einstein Analytics capabilities. All four capabilities are coming to the portfolio next year. Here’s what they promise to do for your business.

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