Salesforce looks to democratise AI, IoT with latest customisable platform play – CMO Australia
Giving users direct ability to customise artificial intelligence-powered apps and mobile experiences, tap Internet of Things (IoT) data and create personalised training programs are among the key product announcements being made at this year’s Salesforce Dreamforce.
Top of the list is myEinstein, a new platform service based on Salesforce’s Einstein AI platform allowing business administrators to build custom AI-powered apps across any of the vendor’s cloud-based offerings. Einstein Prediction Builder, for example, allows customers to create custom AI models that can learn from and predict outcomes for any field or object in Salesforce’s core platforms. It does this by automating the model building and data scoring processes.
“The key to CX infrastructure is the orchestration between and around departmental systems and AI will play a critical role there,” he commented. “Secondly, the use cases being released are within the cloud apps, so they are delivered in a very familiar places for users. This will make adoption very easy for customers, especially marketers.”
Salesforce has also set up a team of data scientists dedicated to customer support. “This is a big deal because questions users have of AI models are new and different and front-line customer support staff cannot be expected to handle them,” Murray said.
Punt-IT principal, Charles King, said that in ideal circumstances, myEinstein will enable end users to easily create AI-based tools and gain their predictive benefits far quicker than they would through traditional means.
“Of course, questions remain about just how ‘ideal’ myEinstein will be but Salesforce’s reputation for delivering other powerful, easy to use customisation tools means the company’s claims should be taken seriously,” he said.
In a similar vein, myIoT is designed to give business users the ability to leverage Internet of Things data, such as device, sensor and application data sets, in order to create rules-based automation for processes within the Salesforce platform. The new mySalesforce is also a customisable tool for creating mobile apps using point-and-click functionality.
The public is becoming more informed about the massive data and industrial strength analytics and AI that brands have and new expectations are emerging accordingly, Murray said. Both the AI and IoT announcements are a reflection of this shift.