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Semelhante a MWD - Einstein Next Best Action.pptx
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MWD - Einstein Next Best Action.pptx
- 1. ABC’s of Next Best Action Deliver Optimal Recommendations at the Point of Max Impact Aug 8, 2019 Nico Johnson
- 2. AGENDA Overview Demo Use Cases Development Steps Art of the Possible
- 3. 3 Einstein Next Best Action Overview When do I use it? Surface Recommendations at Right Time What is not? AI tool that automates business processes What is it? Tool to display recommendations
- 4. 4 Einstein Next Best Action How it Works 5 4 1 2 3 Define Recommendations Create Strategies Integrate Insights Activate Automation Present Recommendation
- 5. 5 Use Cases Sales Provide timely, contextual insights about leads, opportunities, and accounts Service Upsell or cross-sell offers, alert agents about pertinent information Marketing Take action on campaign results, offer customers with high likelihood of engagement Commerce Engage based on customer actions on website, assemble product recommendations Platform Connect insights from the Salesforce ecosystem to your users and customers
- 6. 6 Questions to Ask Under what conditions do recommendations apply? - Sell Product X when Opp has Product Y - Send Service Technician Onsite when Product under Warranty What recommendations to make? - Sell Product X - Send Service Technician Onsite What am I solving for? - Providing Upsell Offers? - Level of Support? Pre-Deployment Steps
- 7. DEVELOPMENT STEPS Step 1 Create Flow Step 2 Create Recommendation Step 3 Action Strategy 1 Create flow 2 Create recommendation 3 Action strategy 4 Display recommendations
- 9. Demo Use Case What do we sell? “Kitchen appliances” Who are we? “Astro’s Appliances”
- 10. Struggle with next steps Slow Resolution Automation Not Possible Unhappy Customers Guided Next Steps Fast Resolution Human Still Decides Happier Customers Why Einstein Next Best Action Before After
- 11. 11 Demo
- 12. 12 Art of the Possible The Future of Next Best Action Custom Development with NBA apex actions supported Analytics with Next Best Action Smarter decision making with Einstein Analytics and Next Best Action together AI-Powered Recommendations With Einstein Discovery
- 14. Session Survey Text EA1 to this number: + 1 888 554 3370
- 15. QUESTIONS