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Transforming sales and customer services with AI

13 practical use cases.

Article

The ability to harness the power of artificial intelligence (AI) is a game changer for today’s sales and customer service teams.

Enabling teams to work efficiently, and promptly, with AI can significantly support sales and customer service operations.

A female professional sitting at a desk and a standing male professional in an office environment looking at a screen of data charts.

This is further fortified by 84% of leaders who agree that AI enhances their ability to deliver better customer service.1

At a time when speed, personalization, and convenience are paramount, AI becomes even more crucial. Customers now expect prompt responses and swift resolutions, making speed a critical element of the customer experience—constant and non-negotiable. Yet, with 62% of the typical workday consumed by repetitive and manual tasks2, businesses risk losing potential revenue when they fall short of these expectations. By leveraging AI, businesses can streamline operations, efficiently address customer needs, and maintain a competitive edge in an increasingly demanding marketplace.

In this article, we explore how AI and generative AI (GenAI) solutions, specifically Salesforce Einstein, can transform your sales and customer service operations through 13 practical use cases, each demonstrating the tangible benefits of AI in real-world scenarios and the positive business impact it holds.

Getting down to the basics: What is Salesforce Einstein?

As a comprehensive AI for CRM, Salesforce Einstein aims to revolutionize sales and customer service strategies by seamlessly integrating AI-driven insights, predictive and generative AI, into your teams’ operations. This solution empowers teams to make more informed decisions, predict customer behaviour, and personalize engagement at scale.

By leveraging AI augmentation, machine learning, and predictive analytics, Salesforce Einstein transforms raw data into actionable intelligence, enabling sales professionals to prioritize leads, close deals faster, and precisely enhance customer relationships.

Why Salesforce Einstein?

When it comes to enhancing the capabilities of your sales and customer service teams, Salesforce Einstein offers three significant opportunities that will take your operations to the next level.

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Enhanced efficiency and productivity
Leveraging advanced AI capabilities to streamline daily tasks, reduce manual workloads, and enable teams to focus on high-value activities.
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AI-driven predictive analytics and enhanced customer insights
Empowering businesses with the ability to gain deeper insights into customer behaviour, preferences, and emerging trends.
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Optimized decision-making
Enabling teams to make data-driven decisions with confidence. Accurate forecasts and insights into customer behaviour help prioritize leads effectively, optimize sales strategies, and identify upselling opportunities.

These opportunities underscore the transformative potential of Salesforce Einstein in enabling your teams to operate more efficiently, deliver exceptional customer experiences, and achieve business results.

On the other hand, missing out on such capabilities and AI-driven insights can lead to higher customer acquisition costs due to inefficient lead targeting and resource allocation, whereas manual processes can slow down operations, resulting in reduced efficiency and frustrated customers who expect faster responses. Similarly, and while innovation remains a key driver for success, businesses that fail to embrace the full potential of AI risk being outpaced by competitors who leverage these tools to enhance productivity and customer satisfaction.

How Salesforce Einstein helps

Salesforce Einstein can drive positive business outcomes in sales and customer service operations through 13 practical use cases.

AI for sales

Streamline daily tasks like prospect research, email drafting, and CRM updates, allowing sales teams to focus on high-value activities.

Maximize every customer interaction with AI-driven insights, automated follow-ups, and real-time sales signals.

Provide instant, actionable feedback and personalized training through immersive simulations to elevate seller performance.

Improve decision-making with AI-powered opportunity scoring, predictive forecasting, and detailed account and deal insights.

Save time with automatic activity capture, call summaries, and contact creation.
 

Strengthen customer relationships with AI-generated relationship maps, recommended connections, and email insights.

Boost sales effectiveness with AI-driven recommendations, smart selling cadences, and automated workflows.

A group of business professionals sitting at a meeting table with laptops and documents, one showing data charts.
Call centre female representative, wearing a headset, working in an office with a computer screen on her desk.

AI for customer service

Streamline knowledge search, solution research, and business process initiation to enhance efficiency.

Automatically identify case details and route them to the most qualified resource for faster resolution.

Monitor agent interactions to pinpoint areas for improvement and provide targeted coaching.
 

Quickly analyze and categorize communications to identify trends and recurring issues, speeding up case resolution.

Generate tailored responses from both structured knowledge and unstructured data to simplify customer interactions.

Utilize AI predictions and recommendations to automate workflows that help retain customers.

However, the mere knowledge of Salesforce Einstein, or any given AI tool capabilities, is not enough. Successful AI adoption requires a strategic approach that ensures alignment with your business needs and priorities.

We developed a tactical and comprehensive roadmap for GenAI adoption, providing strategies and best practices to seamlessly integrate AI into your organization and unlock its full potential. Learn more about our roadmap to success.


Read more

How BDO can help

Through our strategic approach to AI adoption, we focus on helping your business not only achieve its immediate goals but also position you for long-term success. Our teams of experienced professionals will guide you through every step of this transformative process, ensuring that the implementation of Salesforce Einstein not only aligns with your business goals but also delivers meaningful and measurable results.

Our teams will guide you through the complexities of AI integration with a focus on strategic alignment, ROI maximization, and responsible implementation. We work closely with you to assess your organizational readiness for AI adoption and develop a customized roadmap, identifying specific areas within your business where Salesforce Einstein can enhance efficiency, productivity, and customer satisfaction. Additionally, we provide ongoing support, training, and change management to facilitate successful AI adoption, while implementing robust risk management and compliance frameworks to ensure safe and responsible AI practices.

For more insights and consultations on how AI can meet your business needs, connect with our leaders.

Ahmed Talaat
Partner, BDO Digital

David Jeffrey
Senior Manager, Business Applications, BDO Digital

Footnotes:

1 Salesforce, Generative AI Snapshot Research Series, 2023.

2 Asana Anatomy of Work Global Index, 2023.

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