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Get Smart with Salesforce Einstein

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  1. Get Started with Einstein
    7 Topics
  2. Learn About Einstein Out-Of-The-Box Applications
    7 Topics
  3. Responsible Creation of Artificial Intelligence
    Use the Einstein Platform
    9 Topics
  4. Understand the Ethical Use of Technology
    8 Topics
  5. Learn the Basics of Artificial Intelligence
    5 Topics
  6. Recognize Bias in Artificial Intelligence
    6 Topics
  7. Einstein Bots Basics
    Remove Bias from Your Data and Algorithms
    6 Topics
  8. Learn About Einstein Bots
    6 Topics
  9. Plan Your Bot Content
    4 Topics
  10. Einstein Next Best Action
    Learn the Prerequisites and Enable Einstein Bots
    3 Topics
  11. Get Started with Einstein Next Best Action
    9 Topics
  12. Sales Cloud Einstein
    Understand How Einstein Next Best Action Works
    7 Topics
  13. Increase Sales Productivity
    5 Topics
  14. Automate Sales Activities
    5 Topics
  15. Target the Best Leads
    3 Topics
  16. Close More Deals
    6 Topics
  17. Connect with Your Customers and Create New Business
    4 Topics
  18. Sales Cloud Einstein Rollout Strategies
    Improve Sales Predictions
    4 Topics
  19. Use AI to Improve Sales
  20. Start with a Plan
  21. Set Goals and Priorities
  22. Get Ready for Einstein
  23. Quick Start: Einstein Prediction Builder
    Start Using Sales Cloud Einstein
  24. Sign Up for an Einstein Prediction Builder Trailhead Playground
  25. Create a Formula Field to Predict
  26. Enrich Your Prediction
  27. Build a Prediction
  28. Quick Start: Einstein Image Classification
    Create a List View for Your Predictions
  29. Get an Einstein Platform Services Account
  30. Get the Code
  31. Create a Remote Site
  32. Create the Apex Classes
  33. Einstein Intent API Basics
    Create the Visualforce Page
  34. Get Started with Einstein Language
  35. Set Up Your Environment
  36. Create the Dataset
  37. Train the Dataset and Create a Model
  38. Put Predictions into Action with Next Best Action
    Use the Model to Make a Prediction
  39. Learn the Basics and Set Up a Custom Playground
  40. Define and Build a Prediction
  41. Customize Your Contact and List Displays
  42. Create Recommendations for Einstein Next Best Action
  43. Create a Next Best Action Strategy
  44. Add Next Best Action to Your Contacts
  45. Salesforce Einstein Basics
    Get Started with Einstein
Lesson 8, Topic 4
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Chatbots and Artificial Intelligence

Abhishek October 12, 2021
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As Maria digs deeper into her research, she discovers that chatbots don’t equal artificial intelligence (AI). With all the chatbot hype she stumbled across, she thought all bots could nearly think and process words like people. But not all bots are hooked up to AI. Not all bots are smart.

Instead, she learns that most human-like responses from chatbots are connected to a technology called natural language processing (NLP) or natural language understanding (NLU). As Maria looks into AI and Salesforce, she sees that NLU is the technology that makes Salesforce Einstein, well, smart.

Einstein is an NLU technology that trains chatbots to create a learning model. The learning model helps chatbots created with Salesforce understand customer interactions in a chat window. It’s the learning that leads to one of the major benefits of chatbots: automation.

Automated responses and answers from NLU save people time and money. Bots can answer the same straightforward questions over and over again, leaving customer service reps more time to help customers with more complex questions or problems. Maria is intrigued.

Maria sees several potential benefits of chatbots like answering customers’ questions about order status or store hours and locations. A bot doesn’t need NLU features to be a useful customer channel. But Maria understands that some of the weird and other worldly responses she’s received from bots may come from mediocre bot implementations or poorly trained NLU.