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Salesforce brings Einstein AI to Financial Services Cloud

Salesforce and AWS have also expanded their global alliance, integrating Service Cloud Einstein and Amazon Connect.

By Tom Ball

Salesforce have launched Financial Services Cloud Einstein, an AI-Powered customer relationship management (CRM) for financial advisors.

The new tool is intended to give financial advisors enhanced visibility of their clients’ assets and circumstances, aiming to give them the ability to factor in a variety of information that is pertinent to the assets of the client.

Salesforce previously launched Financial Services Cloud to break into the use of next generation tools, also intended to enhance the relationship between the client and the advisor. This new initiative seeks to pursue that avenue further, with features that enable the advisor to track responsibilities of clients, such as factors relating to  assisting an aging parent or becoming a power of attorney.

READ MORE: Elementary AI my dear Watson…and Einstein: IBM, Salesforce strike landmark Artificial Intelligence deal

In a demonstration made to CBR by Rohit Mahna, SVP and GM of Financial Services at Salesforce, it was evident that the tool was easy to use and intuitive, presenting the user with an array of information all at once in a cohesive, consumable way via a single interface.

“Relationships are complicated. Clients are often part of multiple households and play multiple roles,” said Rohit Mahna, SVP and GM of Financial Services, Salesforce.

“Financial Services Cloud Einstein gives advisors a snapshot of a client’s entire wealth ecosystem, and empowers them to uncover new opportunities that exist within their client’s extended household or relationship groups. And with Einstein AI built-in, advisors can better prioritize their days and engage with the right clients at the right time.”

Salesforce Einstein
Seeing the product in action from the other side of the fence, Matt Johnson, chief strategy officer at Perigon, said:

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“Clients’ financial circumstances and goals are constantly changing.

“To build and nurture strong relationships with them, it is crucial for our advisors to have a panoramic view not only of individual clients, but also of their households and extended networks. New Financial Services Cloud Einstein helps augment our advisors with AI, giving them the visibility and intelligence to provide clients with the best guidance based on all relevant factors.”

An additional new development was also announced between Salesforce and Amazon Web Services (AWS) regarding the integration of Service Cloud Einstein and Amazon Connect. This move builds upon a global strategic alliance between AWS and Salesforce. Instead of being aimed at financial advisors, this integration will aim to provide customers with a service based on simplicity for the capture and analysis of data.

READ MORE: Salesforce fleshes out AI Vision with new Einstein cloud capabilities

“Salesforce and AWS both believe that customer relationships are a business’ most important asset,” said Terry Wise, Vice President of the Worldwide Partner Ecosystem, Amazon Web Services, Inc. “Amazon Connect and Salesforce Service Cloud Einstein are a natural fit because they’re both focused on helping businesses create more intelligent and personalized interactions with their customers.”

“Salesforce is thrilled to extend its strategic alliance with AWS by bringing together the world’s #1 intelligent customer service platform with Amazon Connect,” said Ryan Aytay, EVP of Strategic Alliances, Salesforce. “Customer service is increasingly the #1 differentiator for companies. With Service Cloud Einstein and Amazon Connect, companies can create a more intelligent, connected call center complete with CRM quickly.”

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