Einstein Next Best Action

Einstein Next Best Action (NBA) allows you to use rules-based and predictive models to provide anyone in your business with intelligent, contextual recommendations and offers. Actions are delivered at the moment of maximum impact—surfacing insights directly within Salesforce.

Let’s bring back the same scenario where your business was struggling with customer attrition, and you had already built a predictive model for your service reps to see which customers were likely to attrit versus others. Now, what if you could give your service reps the right recommendations to offer the customer to keep them from attriting?

With Next Best Action, you create rules, or propositions, based off of predictions and outcomes, to surface the best recommendation for your service reps to recommend to customers. Say you create a proposition on recommending a 10% discount on two-year contract extensions to customers who have an 80% or higher likelihood of attrition. As your service reps come across predictions of customers who fall in that category, they’ll be recommended right in the Lightning Console to follow up with them and send the 10% discount, and they can take that action instantly, all from Salesforce.

The thing is, there are so many different combinations of follow-up tactics to create for different scenarios for all businesses, so having propositions automatically surfaced in Salesforce, straight to your users helps take the guesswork out of their day.