Enterprise search tools have always suffered from the success of Google. Users wanted to find the content they needed internally in the same way they found it on the web. Enterprise search has never been able to meet those lofty expectations, but today Salesforce announced Einstein Search, an AI-powered search tool for Salesforce users that is designed to point them to the exact information they are looking for.
Will Breetz, VP of product management at Salesforce says that enterprise search has suffered over the years for a variety of reasons. “Enterprise search has gotten a bad rap, but deservedly so. Part of that is because in many ways it is more difficult than consumer search, and there’s a lot of headwinds,” Breetz explained.
To solve these issues, the company decided to put the power of its Einstein artificial intelligence engine to bear on the problem. For starters, it might not know the popularity of a given topic like Google, but it can learn the behaviors of an individual and deliver the right answer based on a person’s profile including geography and past activity to deliver a more meaningful answer.
Next, it allows you to enter natural language search phrasing to find the exact information you need, and the search tool understands and delivers the results. For instance, you could enter, “my open opportunities in Boston” and using natural language understanding, the tool can translate that into the exact set of results you are looking for –your open opportunities in Boston. You could use conventional search to click a series of check boxes to narrow the list of results to only Boston, but this is faster and more efficient.
Finally, based on what the intelligence engine knows about you, and on your search parameters, it can predict the most likely actions you want to take and provide quick action buttons in the results to help you do that, reducing the time to action. It may not seem like much, but each reduced workflow adds up throughout a day, and the idea is to anticipate your requirements and help you get your work done more quickly.
Salesforce appears to have flipped the enterprise search problem. Instead of having a limited set of data being a handicap for enterprise search, it is taking advantage of that, and applying AI to help deliver more meaningful results. It’s for a limited set of findings for now such as accounts, contacts and opportunities, but the company plans to additional options over time.
By Ron Miller