IBM, Salesforce Agree to Partner on Artificial Intelligence
07 März 2017 - 1:05AM
Dow Jones News
By Jay Greene and Ted Greenwald
International Business Machines Corp. and Salesforce.com Inc.
agreed to mingle their artificial-intelligence technologies in a
bid to boost sales of data-analytics offerings.
The companies Monday announced plans to offer integrated AI
services that weave the broad human-like conversation and learning
capabilities of IBM's Watson with Salesforce's more sales-oriented
Einstein technology. The new offerings, available in the second
half of the year, are aimed at helping a wide variety of companies
better target products and services at customers.
The agreement is IBM's latest move to put Watson in front of a
broad business audience. The company has tailored its
artificial-intelligence system, a linchpin of its effort to
reinvent itself for the cloud-computing era, for a variety of
industries including health care, financial services and
automobiles. The Salesforce deal potentially could make the system
available to any company with a sales team.
For Salesforce, the deal adds IBM's broader AI capabilities to
its products as it faces increasing competition from tech
powerhouses such as Microsoft Corp. and Oracle Corp. As part of the
deal, IBM agreed to use Salesforce's customer-service software
companywide, giving Salesforce a marquee customer.
IBM and Salesforce aren't sharing revenue, but rather plan to
continue selling their AI services independently. The bet is both
companies will reach more customers as those capabilities work
together than they would have separately.
Einstein is designed to understand information collected by
Salesforce's customers that fits neatly into specific categories,
such as the number of purchases a specific customer has made.
Watson specializes in interpreting information that hasn't been
categorized, such as the text of research papers or social-media
posts. Much of that information comes from public sources, as well
as from data sources IBM has purchased. Its capabilities are
largely available as a set of cloud services customers can program
into their own software.
Together, for example, Watson could weave predictions about
local buying patterns with Einstein's customer-specific data about
shopping preferences. That could help retailers automatically send
highly personalized and localized email campaigns to shoppers, the
companies said.
Finnish elevator maker Kone Oyj already is using the combined AI
service, IBM and Salesforce said. Kone uses Watson to monitor the
status of its elevators, and uses Salesforce Service Cloud to
provide customer-service functions. Combining the services could
help Kone customers repair elevators more quickly, or even detect
and resolve potential problems before they emerge.
"The real value is when you link these processes together, not
just apply AI to an individual one," IBM Chief Executive Ginni
Rometty said.
IBM already had a relationship with Salesforce through Bluewolf
Group, a consulting service specializing in Salesforce's services
IBM bought in 2016. That acquisition led to the AI partnership
between the companies, Salesforce CEO Marc Benioff said.
Write to Jay Greene at Jay.Greene@wsj.com and Ted Greenwald at
Ted.Greenwald@wsj.com
(END) Dow Jones Newswires
March 06, 2017 18:50 ET (23:50 GMT)
Copyright (c) 2017 Dow Jones & Company, Inc.
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