Einstein Conversation Insights

What is Einstein Conversation Insights?

In today’s economy-driven and technology-nurturing world, grabbing hold of the tools to unlock deals and opportunities is imperative, and understanding the reason why certain deals go through and others don’t is equally important.
Einstein Conversation Insights is a very efficient tool by Salesforce that without a doubt adopts futuristic trends and artificial intelligence to aid sales teams in determining lead conversion and opportunity adoption patterns. It paints a picture that is useful for businesses in improving their sales process in a guided and rational approach, spotting what works or not.

Example:
Let’s say your sales team is having trouble converting leads into opportunities. With Einstein Conversation Insights, you might find that leads from a particular campaign aren't converting because follow-ups are happening too late. With this valuable insight, your team can adjust its approach and improve conversion rates.

Key Features of Einstein Conversation Insights

1. Analyze Trends

Shows business in the sales process what is working and what is not by showing them opportunities and lead conversion trends in a given period of time.

2. Recognize Hindrances

Sales teams see the areas in the sales funnel where the leads or the opportunities are stuck and therefore tackle blockers to the sales strategy.

3. AI-driven Summaries of Conversations

Summarizes customer conversations in regard to key do’s of the discussion such as sentiment and emotions; therefore, empowers the sales team where and when is the best to pursue the customers to ensure greater engagement.

4. Call Explorer Feature

One more AI feature that does aggregate analysis of conversation transcripts and creates statistical models that succinctly anticipate follow-up questions related to majority of customer queries.

5. Sales Signals

With the help of signals and keywords, the team understands when an impactful sale is likely to happen. As a result, pinpoints features that would contribute to revenue generation and focus on those parameters.

Managing Customer Interactions with Einstein Conversation Insights

1. ECI and Sales Conversations

ECI improves conversion rate by embedding sales conversations into insights driven by AI. That seems like sending out messages to Twitter followers saying “Buy my product”. ECI uses AI to summarize key points of customer conversations, including the overall sentiment and emotions of the participants.

2. Call Explorer Feature: Quick Insights on Target Questions

The Call Explorer feature automatically suggests likely answers to many questions through automated generation of answers.

3. Generative Insights – Modified Analysis

With Generative Insights, teams are now able to customize their prompts to extract exact information from the conversations, which in turn helps in analysis.

4. Sales Signals: Finding the Future Potential

ECI’s AI-assisted technology helps classify the conversations and examines keywords that are dominant and impactful for the revenue.

Prerequisites to implement Einstein Conversation Insights:-

  • Editions: Available in Lightning Experience (Enterprise, Performance, and Unlimited Editions). Extra cost applies for more than 10 users in Enterprise Edition.
  • Permissions: Assign the "Customize Application" permission to the user.
  • Ensure Telephony Setup: Enable Salesforce Sales Dialer or integrate your telephony solution.

1. Steps to Enable Einstein Conversation Insights

  • Navigate to Setup:

    • In Salesforce Setup, enter Einstein Conversation Insights in the Quick Find box.
  • Open General Settings:

    • Select General Settings from the search results.
  • Turn On Conversation Insights:

    • Toggle the Conversation Insights setting to "On."
  • Wait for Readiness:

    • The Conversation Insights Readiness indicator will display when related dashboards are available.
    • Do not turn the toggle off and on during this process—it may take some time for the dashboards to be created.

2 . Steps to Connect a Voice Recording Provider:

  • Navigate to Setup:

    • Go to Setup > Search for Einstein Conversation Insights in the Quick Find box > Select General Settings.
  • Select a Provider:

    • Supported providers include Dialpad, RingCentral, Aircall, and Amazon Connect. Follow additional setup steps in their respective guides.
  • Connect Your Provider:

    • On the Settings page, click Connect to link your chosen recording provider.
  • Refer to these links to connect to the voice recording provider:-

3. Steps to Connect a Video Provider:

  • Navigate to Setup:

    • Go to Setup > Search for Einstein Conversation Insights in the Quick Find box > Select General Settings.
  • Connect Your Provider:

    • Choose Zoom, Google Meet, or Microsoft Teams. For detailed instructions, refer to specific setup guides.
    • On the Settings page, click Connect to link the provider.

4. Enable Additional Features

Navigate to Setup > Einstein Conversation Insights > General Settings and enable the following as needed:

  • Optimal Speaker Separation for better transcripts and insights.
  • Related Record Matching to link calls to related records.
  • Insights Reports for reporting features and conversation-related measures

5 . Assigning Permission Sets for Einstein Conversation Insights

  • Navigate to Permission Sets:

    • Go to Setup > Permission Sets in Salesforce and verify the available permission sets for Einstein Conversation Insights (ECI).
  • Assign Permission Sets:

    • Select the relevant permission sets and click Manage Assignments to assign them to users. You can also assign permission sets to individual users through Setup > Users and edit their permissions.
  • Required Permission Sets Based on License Type:

    • Sales Cloud Enterprise Edition: 10 standard ECI permission sets.
    • Sales Engagement License: Assign the Sales Engagement Conversation Insights permission set.
    • Enablement License: Assign Conversation Insights for Sales or Conversation Insights for Service to relevant users.
    • Sales Cloud Unlimited or Performance Editions: Assign the Einstein Conversation Insights Included or Sales Cloud Included Bundle permission set.
    • Standalone Access: Assign Conversation Insights for Sales or Conversation Insights for Service permission sets as needed.

6. Setting up call insights

  • Navigate to Call Insights:

    • From Setup, enter Call Insights in the Quick Find box and select Call Insights.
  • Standard Tab (Competitors and Products):

    • Define insights related to mentions of competitors and products important to your Salesforce organization.
  • Custom Tab (Create Custom Insights):

    • Set up custom insights for words or phrases relevant to your teams. You can create up to 100 custom insights, each with a maximum of 25 keywords, and each keyword can be up to 255 characters.
  • Sensitive Information Caution:

    • Be mindful of the keywords to avoid flagging sensitive information, such as topics related to gender, religion, race, sexual orientation, or income level. Avoid keywords that may be perceived as surveilling or monitoring employees.
  • Avoid Redundant Keywords:

    • Do not use keywords already covered by automatic insights, such as those related to payments or purchase orders, as they are already classified under existing insights like "Pricing Mentioned."

Standard Tab

Custom Tab

Sensitive Information Caution

Key Steps to Start Using Einstein Conversation Insights

  • Ensure users have ECI licenses and connect supported voice and video providers at both the org and user levels.
  • Assign appropriate permission sets to users for call processing and access to recordings.
  • Voice calls >10 seconds and video calls >1 minute with at least one external participant are processed.
  • Call recordings are available after upload and may take time to process; dashboards refresh every 8 hours.
  • Notifications are aggregated to manage volume; adjust settings as needed.

Visual Representation of the Final Implementation

Visual Representation

For additional questions on Experience please reach out to support@astreait.com