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Salesforce announce launch of conversational CRM: Einstein Voice

A conversational CRM will be introduced by Salesforce that will allow customers to make vocal updates to their CRM and receive personalised briefings.

The product is a response to reports that indicate voice technology is the way forward. Capgemini predicted

40% of consumers will prefer using the voice tech

over apps and websites by 2021.

Parker Harris, co-founder and CTO at Salesforce said the product’s aim was to deliver new levels of productivity and

redefine customer experience.

“We’re in the midst of an incredible technological shift, where the power of voice is fundamentally changing the way we work,” said Harris.

Admins will be able to build voice bots without coding and deploy them on Google Assistant and Amazon Alexa. The voice bot can also be customised to match company branding.

Einstein Voice users will be able to update and pull out records by speaking via the Salesforce app or a smart speaker. It will also be able to read out metrics and priorities on a daily basis.

Einstein Voice is set to launch as a pilot in Summer 2019.

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