Update Einstein Copilot personalizes customer contact

Update Einstein Copilot personalizes customer contact

Salesforce is expanding the areas in which Einstein Copilot operates. According to the company, the tool should be able to better utilize and leverage data to perform personalization at the user level. A better match should be found by using AI.

Salesforce notices that there is currently too little result from data collection. In that view, the result that is being acted upon is the customer experience. “75 percent of IT organizations say they struggle with integrating data insights into user experiences.” It emphasizes that the underlying cause is not a shortage of data streams. It draws these insights from a collection of studies it commissioned itself in the past.

Personalization for customer loyalty

The first feature expansion is named Data Cloud for Commerce. Retailers can use it to link corporate data to customer data. With the right connections, the tool delivers useful information. However, much depends on the translation of the information into practice.

Salesforce explains how the tool can provide support using the example of a beauty business. The tool can help this business, for example, in encouraging new customers to make their next purchase. The category can still be reduced to customers who made only a small purchase, with a total amount of less than $25. For this plan, discount coupons can be sent to customers and personalized based on previous purchase data.

Marketing campaign per customer

The second feature that will be added to improve personalization capabilities is called Einstein Personalization. This is an AI system that can put together personalized marketing campaigns. Technically, this is possible by linking information from Data Cloud.

Tip: Salesforce makes everyone a data expert with Einstein Copilot for Tableau

Specialized tools

Finally, Einstein Copilot gets two new variants. Marketing and sales departments will get their own specialized AI assistant. ‘Einstein Copilot for Marketing’ and ‘Einstein Copilot for Merchants’ are new assistants that focus on specific departments in a company. For marketing, the feature can assist in developing campaigns, while salespeople can outsource simple sales tasks to the AI-powered assistant.

The expansion of Einstein Copilot will start in the summer. That’s when AI Assistant for Marketing, Einstein Personalization and Data Cloud for Commerce will become available. With Data Cloud, non-business customers wait a bit longer to get access, until fall. Starting in the fall, Einstein Copilot for Merchants will also become available.

Also read: Salesforce changes course and launches new Einstein Copilot assistant