Artificial Intelligence (AI) has been and will always be one of the tools that will be at the forefront of revolutionizing the services delivered to customers for businesses across industries.
In 2016, Salesforce introduced and embedded Salesforce Einstein Artificial Intelligence into its platform making it the world’s smartest CRM tool. It empowered businesses to provide more personalized and predictive customer experiences by bringing in advanced AI capabilities into sales, service, marketing, commerce, and more.
With the advancement of machine learning technology, the AI industry has and is evolving from a Predictive AI model to a Generative AI model.
In CRM, Generative AI can be used to provide personalized and engaging customer experience, and product recommendations, create content (emails, blog posts etc.), and automate tasks that eventually drive efficiency and business growth.
Salesforce introduced AI Cloud which encompasses both predictive and generative models that can be used for customer success. It is designed to assist companies of all sizes in creating customer experiences, increasing operational effectiveness, and making smarter and more informed decisions.
It is a suite of AI-powered products and services that help businesses build trusted, personalized, and intelligent customer experiences. It is built on the Einstein GPT Trust Layer, which safeguards customer data and ensures that AI models are used responsibly.
AI cloud utilizes existing tools like Einstein Bots, Prediction Builder, Discovery, Next best action, along with the new generative AI tools like Email generation, reply recommendations, summarization, and product description etc., that are generally available and many more in the pipeline like knowledge email creation, subject line creation, Einstein GPT for Developer V1, Generative search answers for self-service etc., and embeds them across the different clouds for products like;
- Sales GPT
- Service GPT
- Marketing GPT
- Commerce GPT
- Slack GPT
- Tableau GPT
to drive engaging personalized customer experiences and business growth.
A few of the benefits of using Salesforce AI Cloud include;
- Improved customer experiences: It can assist companies in giving their clients more personalized and engaging experiences.
- Increased productivity: It can assist businesses in automating processes, freeing up staff to concentrate on more crucial and strategic responsibilities.
- Enhanced decision-making: By offering insights into their data, it can assist organizations in making more informed decisions.
- Reduced costs: By automating processes and lowering the need for manual intervention, it can assist businesses in saving money.
Here are some of the use cases of Salesforce AI Cloud:
- Customer service: With AI Cloud businesses can automate customer may automate customer care operations like answering frequently asked questions and resolving. This may free up customer support agents to concentrate on issues that are more complicated, improving the client experience.
- Sales: With AI Cloud businesses can generate leads, qualify prospects, and close deals. This can help businesses increase sales and drive growth.
- Marketing: AI Cloud can help businesses in developing customized marketing strategies, select the appropriate audience, and assess the success of those initiatives. This could help companies in increasing their marketing ROI.
- Operations: With AI Cloud businesses may automate operational tasks like demand forecasting, inventory management, and resource scheduling which can lower expenses and increase efficiency for enterprises.
