Authors : Balaji Bodicherla

Volume/Issue : Volume 10 - 2025, Issue 10 - October

Google Scholar : https://tinyurl.com/4kyctv3p

Scribd : https://tinyurl.com/yc76tff8

DOI : https://doi.org/10.38124/ijisrt/25oct1207

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Abstract : This paper examines the integration of artificial intelligence within customer relationship management systems through the Salesforce Einstein platform. The study explores how Salesforce Einstein leverages machine learning, natural language processing, and predictive analytics to enhance business processes and customer engagement. Key techniques such as predictive scoring, automated recommendations, conversational bots, and image recognition are discussed in detail. The paper highlights practical applications of these techniques in sales, service, and marketing, demonstrating their impact on operational efficiency and decision making. By analyzing real world use cases and the underlying technology, this work provides insights into how organizations can transform traditional customer relationship management into a more intelligent and data driven environment using the Salesforce Einstein platform.

Keywords : Salesforce, Einstein, Artificial Intelligence, Customer Relationship Management, Machine Learning, Predictive Analytics, Natural Language Processing, Conversational Bots, Image Recognition, Business Automation, CRM, Intelligent Systems.

References :

1. Salesforce. Salesforce Einstein: Artificial Intelligence for   CRM. https://www.salesforce.com/products/einstein/overview/. 2024.
2. Salesforce Einstein Prediction Builder : https://www.salesforce.com/products/einstein/prediction-builder/. 2024.
3. Salesforce Einstein Discovery : https://www.salesforce.com/products/einstein/discovery/. 2024.
4. Salesforce Einstein Bots : https://www.salesforce.com/products/einstein/bots/. 2024.
5. Salesforce Developers. Einstein Vision and Language API Developer Guide: https://developer.salesforce.com/docs/atlas.en-us.einstein_platform_services.meta/einstein_platform_services/. 2024.
6. S. S. Srinivasan, “Artificial Intelligence in CRM: A Review of Salesforce Einstein Platform,” International Journal of Computer Applications, vol. 182, no. 45, pp. 12–18, 2021.
7. J. Smith, “Leveraging AI for Enhanced Customer Engagement in Salesforce,” Journal of Information Technology Management, vol. 36, no. 2, pp. 101–110, 2022.