05/10/2018 Luke Hilton

SALESFORCE, SIRI, AND VOICE SEARCH

At the recent Dreamforce event in San Francisco, Marc Benioff (Salesforce CEO) announced that Apple’s Siri would now be available in Salesforce, exposing the backend to power apps and utilise their Einstein functionality.

Seeing two tech giants unite is exciting and with the increased use of “voice search” means this new feature couldn’t have come at a better time.

Below are some stats highlighting the rise in “voice search” –

  • 30% of searches will be done without a screen by 2020 (Source: Gartner, 2016)
  • There were one billion voice searches made in January 2018 (Source: Alpine.AI, 2018)
  • 72% of voice-activated speaker owners say their devices are often used as part of their daily routine (Source: Google, 2018)
  • By 2019, 39% of millennials will use voice-enabled digital assistants (Source: eMarketer, 2017)

What is Einstein?
You can read more about Einstein here but in short, Salesforce’s Einstein is a layer of artificial intelligence that delivers predictions and recommendations based on your unique business processes and customer data. You can then use those insights to automate responses and actions, which will help improve your staff’s productivity and enhance the customer experience.

How will this benefit retailers?
There are a number of ways Australian retailers will benefit from this link up –

  • Smart apps will be able to make recommendations based on the customers previous habits and at the same time, provide “shoppers like you” functions
  • Customers are increasingly using voice search for day to day things (weather/events) but to quick search for specific products at stores further improves the shopping experience
  • From a customer service perspective, staff are now able to record feedback that will be passed back into Salesforce as notes helping to grow your understanding of the customer
  • As per the Apple website – “Native Salesforce iOS apps for business: Salesforce, working with Apple, will redesign the Salesforce Mobile App to give customers rich experiences exclusively on iOS, with unique Apple capabilities such as Siri Shortcuts, Face ID, Business Chat and more.”

As previously discussed on our website, the evolving relationship between eCommerce and Home Devices is growing stronger and this new partnership will further influence how you and your customers interact.

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