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Salesforce releases AI tool to detect sarcasm in a tweet

Salesforce today released a suite of tools for its product developers with artificial intelligence features that, among other things, recognize sarcasm in an email and understand that it is a product complaint.

Richard Soucher, Salesforce's chief scientist, tells Axios that the new tools, part of the company's Einstein platform, will allow clients, without having to write their own AI code, to build out products with a greater ability to read the sentiment in an email, and route it to the right place. A company — such as an airline — could understand much more quickly that passengers are angry on Twitter, and generally why. Customers often use nuanced expressions to convey their unhappiness — such as sarcasm — and the tool is meant to understand such indirect speech.