The New AI That Can Gauge Emotion
It is the mark of a great salesperson to know the emotional status of a client -or at least it was. Salesforce has created technology called Einstein that can accurately predict (via texts and emails) where a client is on the emotional spectrum. With three new tools the CRM company claims to provide an unparalleled customer service and inventory experience. These tools may seem like something borrowed from SkyNet, but reality is swiftly catching up with science fiction.
“Among the new features is Einstein Sentiment, which can sort the tone of any given text as positive, negative or neutral. Developers can use this to create an application that can highlight angry tweets and emails. They could also use it to prioritize compliments and glowing reviews, if positive reinforcement is more of their thing.”
The potential for an adaptive AI that can determine an author’s mood has limitless potential across the board. If a company could determine your mood at any given time via social media or more broad application usage, think of the marketing potential. Once the AI has decided you fit into an emotional demographic, specific products and services could be tailored to suit your state of mind. This train of thought is at the heart of this new program.
“Another tool, Einstein Intent, gives developers the ability to sort customer inquiries by intent and then send relevant responses or personalized marketing. Salesforce imagines this tool being used by a retail company to build an app that identifies customers experiencing shipping problems, and then responds accordingly.”
Given that most sales positions are driven by performance, Einstein Intent is a powerful tool in the CRM toolbox. Flagging potential customers that are primed to be converted to clients would bring conversion rates up, decrease wasted time on clients, and cut out the guess work of will they or won’t they be a client. The combination of the first two tools allows for a dynamic response strategy.
“The third new tool announced Wednesday, Einstein Object Detection lets developers train models to recognize multiple unique objects within a single image. It can also detect the location, size and quantities of objects. It's ideal for building apps to take inventory of products, like the number of boxes on a shelf.”
Although this tool may not seem as flashy as the other two, spacial awareness has always been a unique trait of the living. The ability to conduct inventory in this fashion cuts out the human element that can leave room for error. The technology may not be perfect yet, but such tools are a game changer within client facing and inventory business facets.
What do you think of this new AI? What applications and implications do you see arising from emotionally intelligent technology?
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