App Intelligence: Intent & Sentiment Analysis with Salesforces' Einstein
Salesforce has launched several artificial intelligence tools through its Einstein Platform Services that will enable developers to add the system's intelligence to apps built on the platform.
The new services provide sentiment and intent analysis as well as some very advanced image recognition analysis tools that will be able to count objects and recognize attributes like color and size once the system has been trained.
Perhaps the most significant part of the release is the Einstein Intent tool. Programmers using the functionality within their applications will be able to acquire a greater understanding of the intent of customer inquiries. This data could then in turn be used to direct customer requests (like sales leads) to the appropriate department or individual, assess the severity or urgency of a customer service request or personalize an experience in a particular way on a particular device.
Salesforce's Einstein Sentiment tool also has several practice applications. The technology can be used to understand what is needed even when the wording that is used by consumers is not immediately obvious. Traditional sentiment analysis systems often have a difficult time with the nuances of language, but this new product should help developers remove some of the confusion that results from complex wording and subtle sarcasm. Of course, there's a lot of training that goes into this so those developers looking to implement these offerings will need to be patient for them to be fully functional and provide value.
The sentiment and intent analysis can take advantage of data you already have on your customers in the Salesforce CRM and service databases (assuming you’re using both). You can use other data sources if you wish, but having access to Salesforce data gives a working data source right away.