Using AI To Provide Insights And Recommendations From Activity Data

In the customer age, being able to extract relevant communications information in real-time and cross reference it with context is key. This presentation will explain how Salesforce is using data science and engineering to monitor Salespeople activities in real-time and surface insights and recommendations across products. Salesforce is developing Einstein which is an artificial intelligence (AI) capability built into the core of the Salesforce Platform. Einstein helps power the world’s smartest CRM to deliver advanced AI capabilities to sales, services, and marketing teams – helping them discover new insights, predict likely outcomes to power smarter decision making, recommend next steps, and automate workflows so users can focus on building meaningful relationships with every customer. In this presentation, we will explain how Salesforce Einstein Activity Platform processes activity data (such as emails) in real-time using streaming and machine learning in addition to contextual knowledge from users and CRM data to provide real time insights and recommended actions. We will go over use cases, high level architecture and how a variety of technologies (data engineering, data science, NLP, machine learning and deep learning) are combined together to support Salesforce applications.

 

I am an engineering leader with a keen interest in distributed systems, web security, information retrieval & analysis, algorithms and infrastructure engineering. I have experience designing and developing novel software solutions to complex problems. I currently lead the Activity Platform group at Salesforce; working with a world-class team to create intelligent, performant, reliable and scalable systems to power Relationship Intelligence in SalesCloud, Salesforce Inbox, Salesforce Einstein and SalesforceIQ CRM products. I was at Microsoft before joining Salesforce, developing systems to make the OneDrive engineering pipeline smooth and agile. My master's thesis is on web security with an emphasis on detection and prevention of web bots.