What are these added features that affect the service and finance automation tools? Read on to know more.
What is Salesforce Doing?
Recently, Salesforce announced an extension to its Service Cloud Einstein AI product set. The new features include the following:
- Reply recommendations
- Article recommendations
- Automated routing
- Natural language processing to suggest best responses over chat and messaging
The most intriguing feature that has been added though, is the Einstein Next Best Action. What does Einstein Next Best Action do?
The aim is to offer ‘optimal recommendations at the point of maximum impact’, according to Salesforce. What this means for companies is that organisations will now be able to input their data and create recommendation strategies. Not just that, they will also be able to refine it before they activate.
The point Salesforce is trying to sell across with this new feature is that with the help of Einstein Next Best Action’s recommendations, it will now be possible to identify many cross-sell or upsell opportunities.
Another factor to this Salesforce upgrade is Quip, the word processing application. It was acquired by Salesforce in 2016, and Quip for Service will be able to enable agents to co-author documents and collaborate with experts on requests. All of this will be done by integrating with Einstein AI.
What are the Updates Released by Oracle?
Oracle did not stop at just one industry while releasing updates. The company announced a slew of updates in products that span across finance, marketing as well as HR. This was done at the Modern Customer Experience and Modern Business Experience conference held at Las Vegas.
Oracle had also mentioned in the conference that these updates would feature machine learning as well in some capacity. The additional machine learning features includes an expense reporting assistant along with a digital assistant whose job is to provide status updates and then continue to learn from the entries made previously and project planning data.
There were also more advanced financial and access controls that were included in the newer version of the software. These advanced controls have one main purpose. It is to prevent leakage and to provide a continuous analysis of the transactions conducted as well as the configurations that are made around audits. This is done using data science techniques as well as self-learning algorithms.
When it comes to the access side, Oracle will be using various AI techniques that will help protect a company’s business data from insider threats.
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