Salesforce Genie, new powerful platform for real time analytics
Blog | September 21, 2022 | By Amrik Singh, Rashmi Kumari
Salesforce unveiled Salesforce Genie as the “biggest innovation” in the last 20 years.
Genie is a real-time data platform that captures information from different systems/channels and even from historic data which is typically siloed and resides in different applications to provide real-time magical power to personalized user experience across sales, service, marketing, and commerce.
- Connect – EveryBusiness leader struggled to capture their customer data from various sources to get a 360 view in real time. Salesforce Genie works very well to resolve this problem by providing multiple ways to connect with customer data in real time. Genie includes built-in connectors that open ways to access data from every channel (mobile, web, APIs), legacy data through MuleSoft, and historical data from proprietary data channels. Providing scalability and availability of data in real time.
- Harmonize – Salesforce Genie ingests the data from multiple disparate systems and stores the real time information at a huge scale and harmonizes the data into real time customer graph that can enhance and personalize the customer experience by tagging tracking data to ensure customer information is safe
- Provides the interface to define the relationship between different data sources.
- Genie Harmonize the data into real time customer graph of all interactions with business
- Has natively managed privacy, consent, and compliance
- Workflows are integrated with Einsteins to help with real time Predictions and recommendations in milliseconds.
- Real time customer profiling by managing the affinities, product profile, channel for interaction, and the factors to contribute CLV.
- Genie runs Hyperforce, Hyperforce provides data security, privacy, and regulatory compliance controls which creates customer trust on the product
- Engage – Customer is important for everyone and to satisfy your customer, service is a key value. A service agent always runs a risk of losing the customer if their ask has not been addressed in real time. Service or Sales reps need real time customer truth with real time data. Salesforce Genie will help you to get this puzzle solved by providing each piece of information in real-time to engage the valuable customer.
- Real time engagement using bots to engage, get feedback and insights
- Helps build personalized experience with users to improve business processes
- Act on real time data as Einstein predicts to provide relevant alerts real time
- Experience – As per David Schmaier, President and Chief Product Officer, Salesforce, “Every business leader wants to take advantage of real-time data to create compelling, personalized customer experiences — milliseconds matter in this new digital-first world, that is why we built Genie, our most significant innovation ever on the Salesforce Platform. Genie makes every part of Customer 360 more automated, intelligent, and real time.” Salesforce Genie will create a difference in a critical time when milliseconds matter.
Salesforce Genie will change the definition of Customer relationship management by providing a 360 automated solution, real time and self-intelligent catering to sales, marketing, and customer service areas. Bret Taylor, Salesforce co-CEO, mentioned during his opening keynote, “We’ve completely reimagined our CRM from the ground up to enable applications that simply weren’t possible before”
Salesforce Genie supports existing clouds in many ways:
- Service Cloud: To close the service incidents, Genie will support you with real time data to engage the customer by providing recommendations, sending alerts, and real time prediction based on the real time data points. E.g., providing fraud alert on a suspiciously large order
- Sales Cloud: To track sales activity, conversations, and offerings, we will require the right information in real time. Genie will assist you to track each logged information that is tagged with any potential opportunity in real-time with recommendations and predictions to tackle your lead in a better way.
- Marketing Cloud: Digitalizing the consumer journey with e-commerce with several D2C site solutions by giving consumers the ability to try and buy products online using these salesforce D2C sites developed with AI (Artificial Intelligence) and tech capabilities to create ultimate personalized experiences. With enhanced recommendation of products on users social media profiles, we have added features like chat bot and virtual try ons.
- The AI built in genie also provides insights on which platforms and products are doing well and which are not
- It also provides recommendations like creating a campaign for a specific product and on which platform, all this using the data coming in from the marketing cloud.
- Commerce Cloud: The real time personalized assistance required to complete the purchase makes it easier to sell products.
- Tableau Cloud: Once connected to Genie it can provide automated visualizations.