Delivering on Salesforce’s Vision of AI + Data + CRM

by | Jun 20, 2023 | Analytics, CRM, Data, Salesforce, Salesforce AI Cloud

Delivering on Salesforce’s Vision of AI + Data + CRM

Introducing Salesforce

AI Cloud

Salesforce recently hosted a special event, called Salesforce AI Day (which you can watch below), where among other updates, CEO Marc Benioff announced Salesforce AI Cloud, which promises to bring the power of generative AI to enterprise users on the Salesforce platform. The primary objective of this effort is to make AI functionality more accessible and more actionable for Salesforce users by adding AI features and capabilities directly within the platform. 

As more information about AI Cloud has surfaced, Salesforce has touted it as the quickest and most reliable way for customers to implement generative experiences across all their applications and workflows. This cloud-based solution empowers Salesforce customers with a comprehensive suite of capabilities, combining AI, data, analytics, and automation (such as Salesforce Flow) on a single platform.

To illustrate the practical applications of AI Cloud, here are a few examples of how this new technology could be used based on common types of end users:

Sales: Sales representatives can leverage AI Cloud to generate personalized emails tailored to their customers’ needs automatically.

Service: AI Cloud enables the generation of personalized responses and case summaries for customer service agents.

Marketing: Marketers can create personalized content across various channels like email, mobile, web, and advertising using AI Cloud’s capabilities.

Commerce: With AI Cloud, merchandisers can access insights and recommendations for delivering customized commerce experiences at every stage of the buyer’s journey.

IT: Developers can leverage AI Cloud to automatically generate code, predict potential bugs, and receive suggestions for fixes.

AI Cloud offers Salesforce customers the flexibility to configure and customize these use cases within their existing Salesforce environment.

V2 Explains what Salesforce AI Cloud is all about

Einstein GPT Trust Layer Enhances Confidence in Generative AI

Perhaps the most important part of this announcement is that Salesforce introduced the Einstein GPT Trust Layer, which Salesforce believes will quickly become a groundbreaking industry standard for enterprise AI. This layer addresses concerns associated with adopting generative AI technologies. As the popularity of GPT (Generative Pre-Trained Transformer) technology grows, it raises questions about privacy, information legitimacy, and data governance which pose challenges for enterprise organizations looking to incorporate GPT technologies into their business. Salesforce acknowledges these concerns and aims to get ahead of the industry and establish standards to bridge the trust gaps.

This Einstein GPT Trust Layer focuses on assuring organizations that they can embrace generative AI while safeguarding data privacy and security. To achieve this, Salesforce ensures that large-language models (LLMs) utilized by generative AI do not retain sensitive customer data. Separating sensitive data from the LLMs maintains data governance controls and strengthens customer confidence.

Salesforce executives emphasized that trust and privacy were the primary considerations when designing their generative AI capabilities. By incorporating a “safety net” within its platform, Salesforce aims to differentiate itself in the market and provide Salesforce customers with a safe way to pilot generative AI technology.

Multiple Options for Generative AI Models on Salesforce

Salesforce has provided several options for incorporating generative AI models into the platform, allowing customers to choose the best approach for their needs. 

These options include:

1. Salesforce’s Private AI Models: These models, developed by Salesforce, are readily available to customers using features from the Einstein technology layer.

2. OpenAI’s ChatGPT Integration: Through a partnership with OpenAI, Salesforce offers direct access to OpenAI’s enterprise-grade ChatGPT technology, enabling companies to leverage out-of-the-box generative AI capabilities.

3. Integration with Google Cloud’s Vertex AI: Thanks to a new collaboration between Salesforce and Google Cloud, users can bring in their models from Vertex and use them across the Salesforce Platform to address specific needs of their business – such as predicting customer behavior. 

How Generative AI Models on Salesforce Work

The Future of Business is AI + Data + CRM – What Does This Really Mean? 

In the fast-paced and ever-changing business world, it’s clear that the future will be defined by the convergence of AI, data, and CRM – at least, that is what Salesforce declared during its AI Day. Salesforce is seemingly more committed than ever to helping companies leverage the transformative potential of this combination of tools to make informed decisions, unite customer data, and automate processes in real-time.

The convergence of AI, data, and CRM represents a paradigm shift in how businesses interact with their customers. By harnessing the power of AI to make sense of data and CRM to deliver personalized experiences, companies will be able to generate “customer magic” moments where the brand messaging and communication feel uniquely generated and personalized.

How does AI + Data + CRM work in practice? 

Salesforce Data Cloud harnesses the power of AI through Einstein and the automation capabilities of Salesforce Flow. This generative CRM allows every business, regardless of size or industry, to seamlessly connect and harmonize their customer data. It serves as the intelligent heart of a customer engagement strategy, delivering unparalleled insights and recommendations.

Moreover, Salesforce’s Data Cloud is purpose-built for the Salesforce platform, which revolutionizes every experience within Salesforce. It offers a unified view of customers across multiple domains, including sales, service, marketing, commerce, and more. What sets Salesforce Data Cloud apart from other data solutions is its integration with low-code tools, ensuring streamlined implementation of these exceptional experiences while prioritizing data security.

Here are some of the key benefits of AI + Data + CRM:

– Increased customer satisfaction and loyalty
– Improved decision-making
– Reduced costs
– Increased productivity
– Enhanced compliance
– Improved security

With AI, Data and CRM, Salesforce empowers customers to unlock the true potential of their data and create meaningful connections with their customers. Stay tuned for further insights and updates as we delve deeper into the transformative capabilities of this dynamic trio.

Building Trust Starts With A Conversation.

If you want to stay ahead of the curve in the ever-changing business world, AI + Data + CRM is the way to go. If you still have questions and want to learn more, contact V2 Strategic Advisors today so we can help you make the most of this robust set of tools and achieve your business goals.

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Ryan Prescott

Ryan Prescott

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Ryan Prescott has 12+ years driving change management, client experience, and program architecture and success across a broad portfolio of industries, technology, and organizations. At V2, Ryan's role as the Chief Experience Officer encompasses oversight of client service & experience, technical architecture, solution design, program management, and change management.