The Dawn of a New Era: Salesforce’s AI Day Announcement
So, you’ve heard the buzz. Salesforce, the CRM behemoth, recently made a groundbreaking announcement at the World Tour London: AI Day conference. But what does it mean for you? Simply put, Salesforce is bringing more generative AI capabilities to Sales GPT and Service GPT. And guess what? They’re partnering with Deloitte Digital to ensure you can deploy these AI tools securely. Intrigued? You should be.
AI Capabilities: A Generative Makeover for Salesforce Apps
Ever since Salesforce launched Einstein GPT, their generative AI-backed chatbot, they’ve been on a mission. A mission to inject generative AI into as many services as possible. From task automation to customer service and even their commerce and marketing clouds, Salesforce is giving all its platforms a generative AI makeover.
Why does this matter? According to Valoir Research, sales and customer service are the job areas that have seen the least automation in the past two years. So, what’s the opportunity here? A significant one for AI-driven automation, that’s what.
More GenAI for Sales and Service: What’s New?
Let’s get into the nitty-gritty. For Service GPT, Salesforce is introducing auto-generated responses to help service agents with customer calls, summaries of service cases, and customer engagements. These summaries will also be converted into customer-focused articles for future reference.
But wait, there’s more. Sales GPT will feature personalized auto-generated emails to customers, customer call summaries, and a Sales Assistant to summarize sales processes like account research, meeting preparation, and contract clauses.
The bottom line? Automating these tasks will not only speed up workflows but also significantly reduce training time for service agents.
The Impact: How AI is Changing the Game
Think about this: the average salesperson spends 16% of a workday reading and responding to emails. Automating part of that process? That’s a game-changer. The time savings will be significant, and inexperienced agents will be able to handle more complex cases.
The Deloitte Digital Partnership: Safety First
Safety is a big deal, especially when it comes to AI. That’s why Salesforce’s partnership with Deloitte Digital is so crucial. It provides an extra layer of protection for customers who use third-party large language models (LLMs).
What’s Next: The Future of Salesforce’s AI Tools
These new features for Sales GPT and Service GPT will be generally available later this year. So, the future? It’s looking pretty bright for Salesforce users.
Final Thoughts and Your Next Steps
Salesforce is setting the stage for a new era of AI-powered sales and service. The question now is, are you ready to take advantage of these groundbreaking tools?
Source
- Reines, M. (2023, JUNE 30). Salesforce brings more AI tools to Sales GPT and Service GPT. TechTarget. Retrieved from https://www.techtarget.com/searchcustomerexperience/news/366543066/Salesforce-brings-more-AI-tools-to-Sales-GPT-and-Service-GPT
