Find Out How Einstein Conversation Insights Works

Learning Objectives

After completing this unit, you’ll be able to:

• Explain the features that surface data-driven intelligence for sales teams.
  
• Articulate how Einstein Conversation Insights keeps data safe and secure.
  

How Einstein Conversation Insights Works

Einstein Conversation Insights doesn’t record calls. Instead, it uses AI to process existing audio and video recordings to surface insights.

You connect it with your recording system, such as Lightning Dialer or other supported partners. Remember, it’s your responsibility to manage consent and comply with local privacy requirements when recording calls.

Define Keywords

When you define a keyword, you tell Einstein Conversation Insights what to listen for in all of your sales calls. You can collaborate with Salesforce admins to establish keyword insights in three key categories.

• Custom mentions: If you’re managing a team, use custom mentions to understand how sellers are blocking and tackling situational topics and objections, identifying and managing customer needs, and handling pricing and payments, or anything else.
  
• Competitors: Get to know how competitors come up in conversations, which competitors are mentioned the most, and what objections customers may have as they relate to competitors. You can also gain insight into how sellers are handling those objections, which can help establish best practices and prepare for coaching conversations.
  
• Products: Explore how sellers are talking about your products or what questions customers are asking about your product. As a result, you can gain insight into common conversation trends around customer opinions and the positioning of your products.
  

Einstein Conversation Insights aggregates the above mentions into easy, digestible insights. With your dashboards, you can understand how keywords are trending over time, how they are stack ranked, and how coachable moments are showing up for the individual or the team.

Collect Conversations

Einstein Conversation Insights conveniently centralizes recorded conversations so you can find them in one place. This makes it easy to review moments that went well, identify opportunities for coaching, and spot trends across multiple conversations.

For customers using Lightning Dialer or Service Cloud Voice for call recordings, calls are seamlessly streamed to Einstein Conversation Insights. For those not using Lightning Dialer, integration with Salesforce is possible for linking call recordings. Reach out to your Salesforce admin and telephony provider to determine your system’s API compatibility with Einstein Conversation Insights.

Process Recordings

The compiled recordings undergo processing through our AI system for transcription and detection of insights. Once those recordings are processed, you can use Conversation Insights to identify key moments, action items, and trends.

Analyze Transcriptions

Through AI, Einstein Conversation Insights identifies critical moments based on predefined keywords and phrases that Salesforce admins establish. Einstein Conversation Insights supports multiple languages and dialects. For a complete list, see Salesforce Help.

The automatic insights available (including Next Steps and objection-related insights) can vary widely by language.

Surface Post-Call Insights and Recordings

After the transcripts are analyzed, Einstein Conversation Insights surfaces relevant call records and provides insights through multiple dashboard views. To see these dashboards and call recordings, ask your Salesforce admin to give you the appropriate feature permissions.

Safe and Secure with Data

Leading with Trust as our #1 core value, Salesforce is dedicated to keeping our customers and their data secure. To protect privacy, ensure confidentiality, and prevent recordings and insights from being shared across the organization, Einstein Conversation Insights has built-in controls at the user and administrative levels.

Access to Recordings

Users seeking access to audio and video recordings need to request authorization for Einstein Conversation Insights from their Salesforce admin. Access is role-based, restricting users to review sales calls within their hierarchical roles. Managers can review the entire team’s sales calls, while individual reps can access only their own calls.

Recording Consent

Einstein Conversation Insights does not initiate call recordings. Customers retain control over their telephony and recording policies, ensuring compliance with local consent requirements. Also, it is the customer’s decision to connect and use this feature.

Recording Storage

Recordings from external telephony providers are duplicated and securely stored within the Salesforce Platform, which doesn’t affect customers’ data storage limits. We ensure stringent control over access to these recordings. Customers can specify the storage duration by collaborating with Salesforce Customer Support, with a default period of 2 years. Video conferencing calls are not stored. You can watch them as live streams when you access the video record page.

Personally Identifiable Information

Einstein Conversation Insights does not actively search for or use personally identifiable information (PII)—such as names and addresses—in its operations or training modules. You should work with your telephony provider to understand and comply with terms and conditions regarding PII in call recordings. If PII is present in call recordings due to the telephony provider’s handling, customers should tailor their training processes to responsibly handle PII and mitigate potential misuse.

Deletion of Recordings

Detailed information about each call and its associated recording file is stored as a voice call record, a standard object in Salesforce. Salesforce admins can manually delete voice call records, effectively erasing all related data across our technology stack. Access to voice call records is facilitated through list views or custom reports.

Explore Einstein Conversation Insights in Action

Alan Johnson manages a growing sales team at (fictional) Get Cloudy Consulting, which specializes in CRM implementations. Part of his role involves coaching his team and enabling best practices at scale. With Einstein Conversation Insights, Alan can coach more effectively by:

• Preparing for call reviews quickly. Before Einstein Conversation Insights, Alan didn’t have a central collection of call recordings for sales reps. While preparing for call reviews, Alan would open a call recording and listen to all of it to find critical moments. Now, Alan prepares for call reviews and coaching sessions in half the time because he can easily find sales calls and listen to specific conversation snippets—not the entire call.
  
• Staying up to date on the nuances of each sales cycle. Before Einstein Conversation Insights, Alan would find out the nuances of a rep’s deal only toward the end of the sales cycle. Sometimes those nuances were positive. Other times, adjustments were needed—such as when a rep overpromised a certain service or offered a larger discount than what was approved. With Einstein Conversation Insights, Alan now customizes keywords to reflect these scenarios and catches them earlier.
  
• Customizing sales trainings and sales planning. Before Einstein Conversation Insights, sales training and planning was based on general market ideas—rather than the specific needs of Alan’s sales team and customers. Now, Alan tailors his training and forecasting around specific pricing questions, objections from prospects, or difficult-to-explain product features.
  
• Reducing administrative tasks so he can mentor reps. Now that Alan has less admin work, he spends more time providing reps with specific, actional feedback that helps them grow. Conversation Insights also helps Alan identify best practices based on the feedback that helps every rep become a top performer.
  

Resources

• Salesforce Help: Einstein Conversation Insights
• Video: Einstein Conversation Insights Best Practices for Sales Managers & Reps
• Salesforce Site: Sales Engagement