Salesforce Launches AI Cloud to Transform Customer Relationship Management

Customer relationship management (CRM) software giant Salesforce has introduced AI Cloud, a suite of capabilities designed to deliver trusted, open, and real-time generative experiences across applications and workflows within the platform.

The latest in a long list of similar announcements about generative AI uses in business, specifically around customer service messaging, Salesforce joins Mastercard, Allstate, Shopify and Instacart, to name a few, who are all early adopters of the disruptive form of AI that’s being trained on large language models (LLMs) to interact via chatbots and voice calls to deliver better experiences.

According to a press release Monday (June 12), this new suite of capabilities will enable sales representatives to quickly auto-generate personalized emails tailored to their customer’s needs, and service teams to auto-generate personalized agent chat replies and case summaries. In March, Salesforce debuted its Einstien GPT tool, which the company said forms the heart of its AI Cloud offering.

Marc Benioff, chair and CEO at Salesforce, said in the announcement that “every company needs to become AI-first” adding “AI Cloud … is the fastest and easiest way for our customers to unleash the incredible power of AI, with trust at the center driven by our new Einstein GPT Trust Layer.” He added that the solution “will unlock incredible innovation, productivity and efficiency for every company.”

See more: Salesforce Debuts Commerce Cloud for Healthcare Field

Salesforce said marketers will be able to use AI Cloud to autogenerate personalized content to engage customers and prospects across email, mobile, web and advertising. Commerce teams can autogenerate insights and recommendations to deliver customized experiences at every step of the buyer’s journey, while developers will be able to autogenerate code, predict potential bugs in code, and suggest fixes.

Salesforce said it is developing optimized AI prompts that use harmonized data to ground generated outputs in every company’s unique context. The prompts used to generate AI content directly influence the quality and relevance of the generated content. 

Given the questions and concerns around so-called AI hallucinations and other potential issues of generative AI in delicate customer-facing use cases, the company noted that the Einstein GPT Trust Layer will help prevent LLMs from retaining sensitive customer data.