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Salesforce Unveils Sales GPT and Service GPT: Generative AI Workflow Tools to Enhance Customer Engagement and Productivity

Salesforce, a leading CRM vendor, has introduced new generative AI workflow tools for Sales Cloud and Service Cloud, known as Sales GPT and Service GPT respectively. These innovative capabilities aim to simplify workflow processes and enhance customer engagement for sales and service teams.

The newly announced tools are designed to accelerate deal closures, anticipate customer needs, and boost overall productivity. Salesforce leverages its AI solution, Einstein GPT, to power these new services, which operate within an open ecosystem utilizing real-time data.

To address concerns regarding enterprise data security and compliance, Salesforce has implemented a trust layer within Einstein GPT. This ensures the protection of sensitive customer data, preventing large language models (LLMs) from retaining it, thus maintaining robust data governance.

Bill Patterson, EVP and GM of C360 applications at Salesforce, stated that their new solution offers trusted AI capabilities embedded with security, ethical guardrails, and proactive measures to identify potential issues before they arise.

Salesforce also revealed plans to integrate trusted generative AI capabilities into its various other offerings, including Marketing, Commerce, Slack, Tableau, Flow, and Apex.

Aligning with the recent trend of customer-centric vendors, Salesforce joins the wave of generative AI advancements. Many tech giants and smaller vendors have already unveiled or announced plans for integrating generative AI into their products and services.

Transforming Customer Experience through Generative AI

Salesforce highlights the potential of generative AI to revolutionize the roles of sales and service professionals. In a recent survey conducted by the company, approximately 73% of workers expressed concerns about new security risks associated with generative AI. However, despite these concerns, the majority (61%) already use or plan to use the technology in their work.

The survey also revealed that nearly 60% of respondents who intend to use generative AI lack knowledge about its implementation, particularly regarding trusted data sources and data security.

Patterson emphasized the importance of building a foundation of trusted data, security, and ethics to mainstream the power of generative AI.

Enhanced Workflow and Customer Engagement

Salesforce’s new generative AI offerings will automate the generation of personalized emails within CX and CRM platforms. Sales Cloud users can leverage Einstein GPT to create relevant emails using CRM data, eliminating the need for manual note-taking and enabling prompt follow-ups.

Sales GPT covers the entire sales cycle, including account research, meeting preparation, and drafting contract clauses. It provides AI-generated summaries and actions integrated with the Salesforce CRM platform, ensuring automatic updates.

On the other hand, Service GPT empowers field service teams with AI-driven personalized responses generated in real-time based on customer data. This enables service agents to expedite issue resolution, providing efficient and effective customer support.

Productivity and Security Combined

Patterson highlighted that Einstein GPT combines AI-powered productivity enhancements with robust data security in both Sales GPT and Service GPT.

Users not only benefit from Einstein’s AI productivity capabilities, which generate over 200 billion AI-powered predictions daily, but also rely on the zero-retention data policy of the Einstein GPT Trust Layer. This policy ensures responsible handling of user and customer data.

Patterson added that Salesforce has been integrating AI technologies, such as Einstein, into its Customer 360 platform for years. Generative AI now presents exciting opportunities across sales, customer service, marketing, commerce, and IT, generating significant enthusiasm to realize this potential. By leveraging Data Cloud and Customer 360 to unify data, organizations can unlock a complete view of each customer, enabling them to create unique and personalized experiences.

Salesforce Unveils AI Cloud: Transforming Enterprise Productivity with Generative AI

Salesforce recently made a significant announcement, introducing AI Cloud, an enterprise AI solution designed to enhance productivity across all Salesforce applications. This innovative open platform integrates multiple Salesforce technologies, including Einstein, Data Cloud, Tableau, Flow, and MuleSoft, providing real-time generative AI capabilities that seamlessly integrate into business operations.

At the heart of AI Cloud lies the groundbreaking Einstein Trust Layer, which Salesforce believes will set a new standard for enterprise AI architecture. This layer not only harnesses the power of generative AI but also prioritizes data privacy and security, ensuring the utmost protection of sensitive information.

Customers using AI Cloud will enjoy the flexibility to select their preferred large language models (LLMs) based on their specific needs. Options will include models from leading tech companies like OpenAI, Anthropic, Cohere, as well as Salesforce’s proprietary and domain-specific models.

Adam Caplan, SVP of emerging technology at Salesforce, expressed his enthusiasm for AI Cloud, stating, “We developed AI Cloud to enable customers to leverage AI-generated content across sales, customer service, marketing, commerce, and IT interactions, fostering more personalized connections with their audiences.” Caplan further added, “Our new offering empowers enterprises to unlock the potential of generative AI in all their applications, seamlessly connect their enterprise data, gain valuable insights about their customers, and automate workflows.”

Salesforce emphasizes that the Einstein Trust Layer aims to instill trust in enterprise generative AI by safeguarding sensitive data within AI applications and workflows. This layer prevents the integration of proprietary data into public models and addresses critical concerns regarding data privacy, security, residency, and compliance in generative AI.

Furthermore, Salesforce has developed prompt templates and builders to enhance the quality and relevance of AI-generated content. These tools leverage harmonized data to ground the generated outputs within the unique context of each company, while also striving to eliminate AI hallucinations and optimize workflows.

In summary, Salesforce’s AI Cloud marks a significant milestone in enterprise AI, promising to revolutionize productivity and drive personalized experiences through the power of generative AI. With its comprehensive suite of technologies and the industry-leading Einstein Trust Layer, Salesforce is poised to empower organizations to unlock new insights, automate processes, and connect with their customers in unprecedented ways.

Salesforce Empowering Safer Use of Generative AI Models

New research conducted by Salesforce indicates that by 2030, AI is expected to drive over $15 trillion in global economic growth and increase GDP by 26%. However, the widespread adoption of AI is contingent upon establishing trust and safeguarding data privacy.

The research findings reveal that 73% of employees perceive generative AI as introducing new security risks, and nearly 60% of those intending to use the technology are uncertain about securing their data.

To tackle this challenge, the AI Cloud incorporates a Trust Layer, prioritizing data privacy and security. The company aims to grant users greater control over enterprise AI and data strategy by providing an open ecosystem.

Salesforce also asserts that integrating generative content powered by secure CRM data will cultivate trust among users.

“With trust at the center, AI Cloud will help customers get the most out of their data using generative AI to create a better customer experience and empower employees to work smarter and faster,” Salesforce’s Caplan told VentureBeat.

Caplan said the new offering enables sales teams to generate personalized emails customized to meet their customers’ needs. Additionally, marketers can use the tool to create audience segments, using natural language prompts and AI-driven recommendations to enhance targeting.

A customizable platform for LLM deployment

The Einstein Trust Layer offers a flexible platform that empowers customers to integrate their preferred large language models (LLMs) into their chosen deployment environment.

Developed in collaboration with OpenAI, the platform enables customers to use external models while ensuring the confidentiality of their prompts and generative responses within Salesforce’s secure environment. To enhance security measures, AI Cloud hosts Salesforce’s proprietary LLMs, as well as LLMs from AWS, Google, Anthropic, Cohere and other domain-specific models. This comprehensive approach allows businesses to integrate diverse large language models with customer data.

The introduction of Einstein GPT serves as a gateway for customers to use their preferred LLMs. Salesforce’s LLMs, including CodeGen, CodeT5+ and CodeTF, offer advanced capabilities like code generation and business process automation assistance. 

Salesforce’s Caplan added that the company has developed a set of guidelines specific to generative AI, based on Trusted AI Principles, a framework to help companies think through how to work thoughtfully with generative AI.

“Our guidelines for responsible generative AI aim to help Salesforce and all users of generative AI mitigate these issues by following responsible best practices when it comes to development,” said Caplan. “Customers who have trained their own models outside of Salesforce can benefit from AI Cloud while storing data on their own infrastructure. These models connect directly to AI Cloud through the Einstein Trust Layer, where all customer data remains within the customers’ trust boundaries.” 

Salesforce’s announcement of its new AI Cloud services comes as competition in the fast-moving generative AI-for-enterprise space continues to escalate, with new startups launching targeting the same customer base, and incumbents like Microsoft and Google also offering enterprise-friendly AI services.

Salesforce Unveils New AI-Driven Tools, Tableau GPT and Tableau Pulse, for Enhanced Data Analytics

Salesforce has recently made an exciting announcement regarding the launch of two cutting-edge tools, Tableau GPT and Tableau Pulse, aimed at revolutionizing AI-assisted data analytics. These innovative tools harness the power of generative AI to deliver an enhanced data analysis experience, providing Tableau users with automatic data analysis and personalized analytics capabilities.

The introduction of Tableau GPT and Tableau Pulse is set to reshape how Tableau users interact with and analyze their data, significantly boosting efficiency and accuracy in the field of data analytics.

Tableau GPT is specifically designed to simplify access to AI-powered analytics, enabling employees to make well-informed decisions rapidly and effectively. By leveraging this tool, users can effortlessly generate visualizations and gain valuable insights by conversing with Tableau GPT within the console. Furthermore, Tableau GPT actively offers suggestions for new charts, visualizations, and questions based on user interactions.

Complementing Tableau GPT, Tableau Pulse provides business users and data consumers with a personalized analytics experience. Leveraging the automated insights generated by Tableau GPT, Tableau Pulse equips users with tailored metrics that are both easily understandable and actionable. These personalized metrics empower users to uncover new opportunities, anticipate and address issues proactively, and ultimately make better-informed decisions.

Salesforce emphasizes that the integration of Tableau’s composable analytics and Salesforce Data Cloud capabilities will unify customer data, facilitating the delivery of swift insights at scale. By harnessing the power of generative AI in analytics and leveraging real-time data from the Data Cloud, Tableau aims to empower individuals at all levels to make data-driven decisions with ease.

In addition to the aforementioned tools, Salesforce has also introduced the VizQL Data Service, a valuable resource that enables users to seamlessly embed Tableau into automated business workflows. Equipped with a user-friendly programming interface, developers can now effortlessly construct composable data products, eliminating the complexities associated with query construction and data modeling.

With the launch of Tableau GPT, Tableau Pulse, and the VizQL Data Service, Salesforce is driving innovation in the realm of data analytics, empowering organizations and individuals alike to unlock the full potential of their data and make data-driven decisions effortlessly. These advancements mark a significant leap forward in the field and herald a new era of AI-assisted data analytics.

Empowering data analytics through generative AI

Using Salesforce’s Einstein GPT on the backend, Tableau GPT and empowers users to surface new insights conversationally by asking questions within the console. The new tools also provide visual and easily digestible data analysis, enabling users to identify appropriate actions for their data.

For instance, if a user notices a metric is off-track, Tableau GPT will analyze and present the data visually, providing the user with insights so they can take appropriate action.

For its part, Tableau Pulse provides users with an AI-powered personalized experience, transforming how they work with data.

For example, it alerts users when a CSAT score decreases unusually; identifies potential causes, such as high levels of active tickets and longer response times; and delivers relevant and timely insights to keep users informed of their business’s performance.

Users can also collaborate and act on these insights directly within their usual workflow using collaboration tools like Slack and email.

“Tableau Pulse couldn’t exist without Tableau GPT, and classic Tableau workflows are streamlined or enhanced with Tableau GPT,” the spokesperson told VentureBeat. “Tableau Pulse uses Tableau GPT to provide automated analytics based on personalized metrics that are easy to understand and act on. It surfaces insights in both natural language and visual format so users get the information they need in a digestible way. And, with tight integrations with collaboration tools like Slack and email, users can share insights directly with colleagues within their workflow.”

Tableau GPT assists analysts by facilitating natural language calculations, recommending appropriate charts and visualizations, and automatically generating descriptions of data sources. For business users, Tableau GPT provides natural insights in plain language and even proactively presents the questions that the user might ask next.

Additionally, Tableau Pulse will act as a personalized guide for users’ data, understanding their data and the results they hope to achieve. As a result, it can deliver targeted and customized insights that are meaningful to the user.

“Since it’s powered by generative AI, you can talk to the new tools [as if there were] an advisor sitting in front of you. As a result, Tableau Pulse makes data friendly and easy for everyone, even non-technical users, and allows them to bring more value to their organization because they’re making smarter decisions,” said the Tableau spokesperson.

The company asserts that this marks the first Salesforce/Tableau application created from the ground up for generative AI. The new tools exceed the typical “natural language to query” or “natural language to viz” capabilities, harnessing the full potential of large language models.

“These surface as insight summaries, conversational experiences, and assisted curation (metric bootstrapping) and will progress to an agentic model in the near future. Our analytics agent will be able to semi-autonomously reason, dig for insights, come to conclusions, make recommendations and take action with human validation and input,” the spokesperson added.

The company clarified to VentureBeat that its Data Cloud offering will enable the unification of a company’s data from all channels and interactions into single, real-time customer profiles. In addition, when paired with Tableau, customer data can be visualized, making it easier for users to explore and derive insights.

Data Cloud’s zero-copy data-sharing feature allows users to virtually access Data Cloud data from other databases, providing instant accessibility. With “instant analytics,” a new capability within Data Cloud for Tableau, users can analyze and visualize Data Cloud data live inside Tableau. Additionally, they can query millions of records with one click.

“We’ll soon be announcing Data Cloud for Tableau, which brings a complete view of all your customer data to your entire organization so everyone can get insights at their fingertips and see a single view of their customers across every touchpoint,” the company spokesperson said. “These AI-powered insights let users take action right in the flow of their work — no jumping applications, opening new tabs or starting new programs.”

Enhanced automation for business workflows 

Tableau also introduced a new developer capability called VizQL Data Service, which enables users to seamlessly embed Tableau into an automated business workflow.

According to the company, this capability acts as a layer that sits on top of published data sources and existing models and allows developers to create composable data products through a simple programming interface. This feature streamlines and simplifies query construction and data modeling. Developers can also access Tableau’s analytical engine through this capability.

“[The] simple programming interface [of VizQL Data Service] allows developers to build new data products without needing the help of a data expert,” said the spokesperson. “For example, let’s say you want to build a new UI for some of the interactions and insights in Tableau. Or you want to integrate insights from Tableau into an automated business workflow. Or maybe you want to create a chatbot that interacts with your analytics in Tableau. Developers can do all of this with VizQL Data Services. And they can leverage Tableau’s data experiences to support people everywhere decisions are made.”

What’s next for Tableau? 

The company spokesperson told VentureBeat that it has ambitious plans for AI-driven innovation in the long run, and users should anticipate more comparable innovations in the near future that empower data-driven decision-making.

“We’re all just starting to become familiar with and understand the potential of generative AI, but we’re already seeing glimpses of how it may alter the world around us, specifically the world of analytics,” said the spokesperson. “Whatever the outcome, we know that a revolutionary shift in roles humans play across every industry is on the horizon.”

Salesforce Unveils SlackGPT: Generative AI for Enterprise Workflows

Salesforce has announced the launch of SlackGPT, a new generative AI feature for Slack, during the NYC World Tour event. The purpose of this feature is to enhance team productivity within the workplace communication tool by utilizing Salesforce’s and third-party LLMs in combination with Slack’s internal knowledge. This move by Salesforce mirrors Microsoft’s similar effort to integrate AI copilot in the Teams app.

It is important to note that the rollout of SlackGPT to end-users may take some time, as Salesforce is still in the process of developing and testing the AI capabilities as part of the new Slack platform.

Salesforce’s SlackGPT: A Threefold Initiative to Boost Workplace Efficiency

Salesforce has identified three key areas that form the core of SlackGPT’s generative experience. The first is native AI features within the Slack app, currently being prototyped, to assist enterprise users with tasks such as summarization and drafting. For example, users can obtain a summary of a channel’s unread messages or catch up on a missed huddle by requesting a summary and action items. They can also use a writing assistant to create text, refine content, and adjust its tone.

The second area is an enhanced no-code workflow builder that allows teams to automate their work with AI by integrating large language model (LLM)-driven apps such as OpenAI’s ChatGPT or Anthropic’s Claude. This enables teams to use any generative AI tool of their choice to aid their work as needed. The app just has to be available within Slack’s ecosystem, which currently includes around 2,600 apps.

The third area is the inclusion of the Einstein GPT app in the Slack platform. This app provides enterprise users with additional capabilities for language generation, such as auto-completion of phrases and sentence structures. The app can also assist with tasks such as writing emails, documents, and chat messages.

Rob Seaman, Salesforce SVP of product management for Slack, believes that the writing assistant feature might be better suited for use in the Canvas, rather than the Slack message composer, for tasks such as drafting executive briefing documents. In addition, he provided an example of using AI apps in workflows, such as distributing leads from Salesforce to business development representatives (BDRs) and automating the qualification of leads.

Overall, SlackGPT’s three-pronged approach aims to improve team productivity by leveraging generative AI tools within the Slack ecosystem.