Salesforce has released Einstein Call Coaching, a tool powered by artificial intelligence that automatically identifies and transcribes key components of sales calls.
Einstein Call Coaching, which was initially revealed during Salesforce’s Dreamforce conference in November, is part of Salesforce’s High Velocity Calls, a product in Sales Cloud that is meant to assist sales representatives better make, manage, and track calls and emails.
Efrat Rapoport, director of product management for Salesforce’s Einstein, said, “Einstein Call Coaching brings conversational intelligence into your CRM, so that all your customer data is in one place.” “By bringing not just customer insights, but selling insights into the CRM, sales managers have a better understanding of how these calls impact deals and selling strategies,” she added.
A pilot version of Einstein Call Coaching was issued months ago by Salesforce with 20 active customers testing the new tool. Coincidentally, the release coincided with the spread of COVID-19, as businesses started to shift to remote work.
“While the product has just become generally available, we’ve anecdotally seen an increase in customers reaching out to their sales contact for more details,” Rapoport said. “This wasn’t the situation we expected when we first began working on the feature, but it’s a unique way to help sales teams adapt their processes during this shift to remote work.”
Einstein Call Coaching applies automatic speech recognition and natural language processing to call recordings “to transcribe and understand who is speaking and the context around keywords to surface moments such as competitors, products or pricing questions,” Rapoport said.
