Salesforce Unveils New Einstein 1 Marketing and Commerce Innovations to Enhance the Customer Journey with Unified Data and Trusted AI

Einstein 1 Marketing and Commerce Tools announced at 2024 Connections event in Chicago, IL.

Einstein Copilot for Marketers and Merchants: These tools enable brands to automatically generate campaign briefs, personalized content, and promotions using trusted data.

Data Cloud for Commerce: Unifies business and customer data to deliver smart insights, allowing merchandisers to launch personalized promotions, offers, and shopping experiences, thus enhancing customer loyalty and boosting sales.

Einstein Personalization: Uses the unified customer data profile in Data Cloud to automatically trigger the next best interaction based on customer behavior and history with a brand.

Salesforce Expands Einstein Copilot Capabilities

Today at Connections, Salesforce (NYSE: CRM), the leading AI CRM platform, announced new features for its Einstein Copilot. This trusted conversational AI assistant now aids marketers and merchants with daily tasks, in addition to its existing functionalities for sales and service. Salesforce also introduced new tools for unifying business and commerce data, along with an AI-powered personalization engine to enhance customer interactions at every touchpoint.

“With the Einstein 1 Platform, we’re giving organizations the power to unify all their data on one trusted platform. This is key to achieving actionable AI-driven results.”

Ariel Kelman, President and CMO of Salesforce

Why It Matters

Personalization is essential for customer satisfaction and business success. However, many organizations struggle to connect the right data and touchpoints to fully utilize AI for personalization.

• Customer Expectations: 80% of customers believe experiences should improve given the data companies collect.
• Integration Challenges: 75% of IT organizations find it difficult to integrate data insights into user experiences.
• Satisfaction Levels: Only 31% of marketers are satisfied with their ability to unify customer data sources.

What’s New Einstein 1 Marketing and Commerce Tools

Unified Data Platform: Brands can now unlock and unify all their data on a single platform, enabling personalized engagements across marketing, commerce, sales, and service. Key innovations include:

Einstein Copilot for Marketers:

• AI Assistant: Simplifies campaign creation by automatically generating marketing briefs, content, and email campaigns.
• Example Use Case: A clothing retailer could efficiently create a campaign to re-engage previous customers with targeted offers, using AI prompts to build and deploy the campaign from a single conversational console.

Einstein Copilot for Merchants:

• AI Assistant: Enhances productivity by simplifying commerce tasks through natural language prompts.
• Example Use Case: An air conditioning manufacturer can quickly set up product pages with AI-generated descriptions optimized for SEO, and create targeted, multilingual promotions based on buyer behavior.

Data Cloud for Commerce:

• Unified Data: Harmonizes enterprise and customer data for a comprehensive view, aiding in personalized promotions and business decisions.
• Example Use Case: A beauty retailer can use the data cloud to segment and target first-time shoppers with personalized promotions, and bundle high-performing products to increase average order value (AOV).

Einstein Personalization:

• AI Decision Engine: Leverages real-time customer data to deliver personalized content and offers automatically.
• Example Use Case: A bank can personalize web content and follow-up communications based on a visitor’s behavior, updating the customer profile in real-time to provide relevant offers.

Unified AI Assistants Powered by Trusted Data

Salesforce’s Einstein Copilot for Marketers and Merchants stand out due to their integration with the Einstein 1 Platform and Salesforce metadata. Unlike typical LLMs, Einstein Copilot uses metadata to interpret prompts with complete context, ensuring relevant and secure data usage.

Einstein Trust Layer: Ensures the confidentiality of data within AI responses, maintaining security, privacy, and governance.

Customer Perspective

Matthew Randall, Head of Software and Integration at Aston Martin, praised Salesforce for enabling personalized, VIP experiences through unified data and AI capabilities. “The Einstein 1 Platform allows us to grow and enable our AI enterprise.”

Availability

• Einstein Copilot for Marketers: Available summer 2024.
• Copilot for Merchants: Beta available fall 2024.
• Data Cloud for Commerce: Available summer 2024 for B2B and fall 2024 for B2C.
• Einstein Personalization: Restricted general availability starting summer 2024.

Einstein 1 Marketing and Commerce Tools are evolving.