From the course: Salesforce AI Fundamentals

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AI capabilities: Key terms

AI capabilities: Key terms - Salesforce Tutorial

From the course: Salesforce AI Fundamentals

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AI capabilities: Key terms

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Now let's jump into a few key terms from the section of AI capabilities within CRM. So first one is going to be chat bots. I'm sure that you are familiar with chat bots, but when it comes to Salesforce, these are going to be called agents that can help communicate with the customer. And these are going to be programmed on the back end to make sure that they're grabbing correct information and all the security things, et cetera, et cetera. Next is going to be call summaries. This as an AI tool that can help summarize calls. So let's say you had a call with a customer about negotiating a specific price, then AI can summarize that call and then you can share that out to whomever needs to. So then they can get a better understanding about what happened during that call. Next is going to be AI lead scoring. This is a tool and it is a predictive AI that it's going to take historical data on leads and how different leads have turned out in the…

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