Book Image

Architecting AI Solutions on Salesforce

By : Lars Malmqvist
Book Image

Architecting AI Solutions on Salesforce

By: Lars Malmqvist

Overview of this book

Written for Salesforce architects who want quickly implementable AI solutions for their business challenges, Architecting AI Solutions on Salesforce is a shortcut to understanding Salesforce Einstein’s full capabilities – and using them. To illustrate the full technical benefits of Salesforce’s own AI solutions and components, this book will take you through a case study of a fictional company beginning to adopt AI in its Salesforce ecosystem. As you progress, you'll learn how to configure and extend the out-of-the-box features on various Salesforce clouds, their pros, cons, and limitations. You'll also discover how to extend these features using on- and off-platform choices and how to make the best architectural choices when designing custom solutions. Later, you'll advance to integrating third-party AI services such as the Google Translation API, Microsoft Cognitive Services, and Amazon SageMaker on top of your existing solutions. This isn’t a beginners’ Salesforce book, but a comprehensive overview with practical examples that will also take you through key architectural decisions and trade-offs that may impact the design choices you make. By the end of this book, you'll be able to use Salesforce to design powerful tailor-made solutions for your customers with confidence.
Table of Contents (17 chapters)
Section 1: Salesforce and AI
Section 2: Out-of-the-Box AI Features for Salesforce
Section 3: Extending and Building AI Features
Section 4: Making the Right Decision

Introducing Service Cloud Einstein

Service Cloud Einstein is the customer service offering of the Einstein Platform. It consists of four core offerings:

  • Einstein Bots, a complete framework for building and deploying bots across multiple channels while leveraging Salesforce's outstanding NLP capabilities
  • Einstein Article Recommendations, a pre-built machine learning model that makes suggestions for relevant articles based on the text in a case and past case article attachments
  • Einstein Reply Recommendations, another pre-built model that is applied on top of your historical chat transcripts to generate suggested replies based on the context of a chat conversation
  • Einstein Case Classification, a model that is built on top of your case history and generates suggestions

As can be surmised from these features, the primary purpose of Service Cloud Einstein is to make your customer service agents more efficient and accurate. By deploying bots, you can free up...