Exploring the Future of AI and CRM at Salesforce World Tour NYC

by | Dec 15, 2023 | Artificial Intelligence, Data Cloud, Einstein, Salesforce

Discover key insights from Salesforce World Tour NYC in our latest blog post.

Navigating the AI Revolution:

Insights from Salesforce World Tour NYC

Yesterday, at the Javits Center in New York City, we had the privilege of delving into the Salesforce World Tour NYC, an event bustling with innovative ideas shaping the future of customer relationship management (CRM) and artificial intelligence (AI). As we wove through the corridors of this technological showcase, it became clear that Salesforce isn’t merely responding to future trends; it’s actively sculpting them.

The event was rich with groundbreaking announcements, each heralding a new chapter in enterprise AI. A highlight was the enhancement of Salesforce’s AI assistant, Einstein Copilot. This upgrade, expanding Einstein’s proficiency in parsing unstructured data, signifies a significant leap in interpreting intricate queries from diverse sources like PDFs, call transcripts, and emails. This development suggests a future where AI-generated suggestions in call centers are rooted in a profound understanding of historical data, merging accuracy with trustworthiness.

Salesforce Einstein Announces New Copilot Updates: New AI Search and More

Moving beyond AI, the integration and announcement of a vector database into Salesforce’s Data Cloud marked a transformative milestone. This integration bridges structured CRM data with the expansive realm of unstructured content, paving the way for more sophisticated analytics and automation. The ramifications of this development span various applications, from uncovering patterns in sensor logs to linking customer service records with relevant documentation, signaling a new era of data harmonization and problem-solving.

Collaborations and integrations also took center stage with the expanded partnership announced with Apple, as they introduce user-friendly dimensions to these technological strides. Notably, the integration of Apple innovations into Service Cloud and Field Service, including Apple Messages for Business, heralds a future where customer interactions are not just efficient but also personally engaging. Similarly, Salesforce Data Cloud’s integrations with Google Display and Video 360 and LinkedIn propel Salesforce customers towards creating more connected, personalized advertising campaigns, leveraging a network of over a billion professionals.

New Vector Database in Salesforce Data Cloud Will Power AI, Analytics, and Automation

With all the excitement surrounding these new innovations, Data Cloud stood out as the clear linchpin in the evolution of enterprise AI. The unveiling of the Data Cloud Vector Database (mentioned above), is an integral part of the Retrieval Augmented Generation (RAG) AI engineering service, which seemed to mark a pivotal moment at the World Tour NYC.

This leap forward will integrate various forms of semi-structured and unstructured data, ensuring AI prompts are grounded in accurate and relevant contexts. This advancement eliminates the need for extensive tuning of large language models (LLMs), allowing businesses to enrich AI prompts with a myriad of data types seamlessly.

Salesforce’s approach in encoding enterprise data at scale, encompassing both structured CRM records and a spectrum of unstructured content, fortifies the relevance and trustworthiness of AI. The integration of this unified data into Einstein Copilot Search exemplifies a commitment to revolutionizing how AI interacts with and understands industry-specific data, paving the way for more insightful and reliable customer service, sales, and marketing solutions.

Furthermore, the presentation on the Retrieval Augmented Generation (RAG) framework highlighted Salesforce’s commitment to ethical AI, focusing on generating accurate, transparent, and secure AI responses. This focus on trustworthiness is especially crucial in today’s technology landscape.

Moving on to some other observations, Salesforce also unveiled the the launch of Unlimited Edition+ (UE+) was another resonant theme, reflecting Salesforce’s dedication to dismantling silos and simplifying technology. These industry-tailored UE+ packages are poised to enhance efficiency and offer sector-specific solutions, from financial services to healthcare and manufacturing, igniting excitement among professionals envisioning a future of streamlined and customized tools.

What’s new: Available today, UE+ simplifies buying and implementing Salesforce technology so organizations can scale fast. Salesforce customers are finding success with simplified purchasing, as nine of Salesforce’s top 10 deals in the third quarter of fiscal year ‘24 included six or more clouds.” Read more on these bundles and pricing here.  

These new bundles provide the best of Salesforce to help our customers across industries move faster, reduce complexity, and better compete with the latest technology as they navigate this new AI era.”

BILL PATTERSON

EVP OF CORPORATE STRATEGY, Salesforce

The event also spotlighted the growing demand for skilled professionals in the Salesforce ecosystem, with the introduction of the Trailblazer Career Marketplace. This platform aims to bridge the gap between employers and a skilled workforce, emphasizing the vital role of human expertise in harnessing these technological advances.

As the day concluded, we left the Javits Center invigorated, filled with anticipation for the future Salesforce is carving out—a future where AI and CRM synergize to not only enhance efficiency and accuracy but also deepen our understanding of the customer journey. The Salesforce World Tour NYC was more than a showcase of possibilities; it was a window into a future already taking shape.

And in case you missed it, you can watch the entire main keynote from Salesforce World Tour NYC right here to learn more about some of these new advancements and innovations. 

Building Trust Starts With A Conversation.

As we reflect on the groundbreaking innovations and insights gleaned from Salesforce World Tour NYC 2023, it’s clear that these advancements present exciting opportunities for businesses looking to stay ahead in the ever-evolving landscape of CRM and AI.

At V2 Strategic Advisors, we’re committed to helping you navigate and leverage these cutting-edge tools and concepts. Whether you’re exploring how to integrate these technologies into your existing systems or seeking strategic guidance on adopting new Salesforce solutions, our team is here to collaborate and support you.

We encourage anyone eager to learn more or interested in discussing how to harness these innovations to reach out and connect with us. Let’s start a conversation and thoughtfully strategize how to onboard these transformative solutions for your organization, ensuring you’re well-positioned to thrive in this new era of digital excellence.

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Ryan Prescott

Ryan Prescott

Author

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.