Salesforce, a leading CRM provider (NYSE: CRM), has recently launched AI Cloud, an innovative solution that empowers Salesforce customers to transform their customer experiences and enhance company productivity using generative AI specifically designed for enterprise applications. AI Cloud encompasses a comprehensive suite of capabilities optimized to deliver trusted, real-time, and open generative experiences across various workflows and applications.
With the introduction of the Einstein GPT Trust Layer, AI Cloud addresses concerns related to the risks associated with adopting generative AI, enabling customers to meet their enterprise data security and compliance requirements while enjoying the benefits of this cutting-edge technology. Salesforce’s commitment to advanced capabilities and robust security measures solidifies its position as a leader in AI CRM.
At the heart of AI Cloud lies Einstein, the world’s first AI for CRM, currently powering over 1 trillion predictions each week across Salesforce applications. Einstein improves productivity and efficiency for businesses and workers in sales, service, marketing, and commerce by using generative AI.
AI Cloud brings numerous advantages to different teams within organizations. Salespeople may write personalized emails that are targeted to their client’s individual requirements, and support teams can develop personalized agent chat answers and case summaries.
Marketers can leverage AI to automatically generate personalized content that effectively engages customers and prospects across various channels such as email, mobile, web, and advertising. Commerce teams can utilize AI-generated insights and recommendations to provide customized commerce experiences throughout the buyer’s journey. Furthermore, developers may use AI Cloud to write code, identify future errors, and recommend remedies.
The Significance of Trusted Generative AI in Enterprise Settings:
While organizations are eager to adopt generative AI, concerns about risks such as hallucinations, toxicity, privacy, bias, and data governance have created a trust gap. According to recent Salesforce research, 73% of employees believe that generative AI introduces new security risks, and nearly 60% of those planning to adopt this technology are unsure how to ensure data security.
AI Cloud aims to bridge this trust gap with the introduction of the Einstein GPT Trust Layer. This layer helps prevent large-language models (LLMs) from retaining sensitive customer data, providing customers with robust data governance controls while harnessing the vast potential of generative AI. By establishing a new industry standard for secure generative AI in the enterprise, the Einstein GPT Trust Layer ensures that trust remains central to AI implementation.
Marc Benioff, Chair and CEO of Salesforce, emphasized the significance of AI by stating, “AI is reshaping our world and transforming business in ways we never imagined, and every company needs to become AI-first.” “AI Cloud, built on the #1 CRM, is the quickest and easiest way for our customers to unleash the incredible power of AI, with trust at the center, powered by our new Einstein GPT Trust Layer,” he said. Every business will benefit from extraordinary creativity, productivity, and efficiency thanks to AI Cloud.”
AI Cloud, built on the #1 CRM, 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.
MARC BENIOFF, CHAIRMAN AND CEO OF SALESFORCE
Exploring AI Cloud’s Capabilities:
Trusted and open: The Einstein GPT Trust Layer helps businesses to easily install trusted generative AI by optimizing the best model for each job. It also offers deployment capabilities for relevant LLMs while ensuring data privacy, security, residency, and compliance goals are met.
- Use of Third-Party LLMs: Demonstrating a commitment to an open ecosystem, AI Cloud supports the hosting of LLMs from providers such as Amazon Web Services (AWS), Anthropic, Cohere, and others, all within the Salesforce infrastructure. This approach helps safeguard customer prompts and responses within the Salesforce ecosystem. Additionally, Salesforce has
- formed a trust partnership with OpenAI, enabling joint content moderation using OpenAI’s Enterprise API and top-notch safety tools alongside the Einstein GPT Trust Layer, further enhancing data retention security within Salesforce.
- Use of Salesforce LLMs: AI Cloud empowers customers to leverage Salesforce’s proprietary LLMs developed by Salesforce AI Research. These LLMs, including CodeGen, CodeT5+, and CodeTF, provide businesses with advanced capabilities such as code generation and assistance in automating business processes. By utilizing Salesforce’s LLMs, companies can increase productivity, bridge skill gaps, reduce implementation costs, and improve incident detection.
Bring Your Own Model (BYOM): Customers who have trained their own domain-specific models externally can still benefit from AI Cloud while storing their data on their infrastructure. These models, whether powered by Amazon SageMaker or Google’s Vertex AI, can seamlessly connect to AI Cloud via the Einstein GPT Trust Layer, ensuring that customer data remains within their trusted boundaries.
- Business Ready: AI is projected to contribute over $15 trillion to global economic growth and boost GDP by 26% by 2030*. By harnessing the full power of Salesforce, AI Cloud empowers companies and employees to become more productive and efficient.
- Generative AI across all Salesforce Applications: Salesforce brings trusted generative AI to its entire product suite, including Sales GPT, Service GPT, Marketing GPT, Commerce GPT, Slack GPT, Tableau GPT, Flow GPT, and Apex GPT. These applications provide business-ready generative AI capabilities, ensuring secure and relevant outputs without hallucinations, while saving time and costs.
Salesforce is building optimized AI prompts that use harmonized data to anchor the produced content in each company’s specific context. These context-rich suggestions allow sales, service, marketing, commerce, and IT teams to get instant benefits from trusted generative AI while saving time and money.
The Customer Perspective:
Companies like AAA – The Auto Club Group and RBC US Wealth Management are excited about the transformative potential of AI Cloud. AAA aims to deliver personalized member engagement, enhance operational efficiency, and drive innovation across the organization while ensuring a safe and trusted environment.
RBC US Wealth Management recognizes the operational efficiencies AI brings to their advisors and clients and believes it has the power to revolutionize customer interactions, deliver personalized experiences, and foster customer loyalty. These organizations are eager to explore the opportunities provided by AI Cloud and shape the future of personalized customer experiences.
Pricing and Availability:
Businesses looking to rapidly increase revenue and productivity can take advantage of the AI Cloud Starter pack, available for an annual fee of $360,000. This package includes essential building blocks such as Data Cloud, MuleSoft automation, Einstein, Tableau Analytics, Slack, CRM, and a complimentary AI-readiness assessment conducted by Salesforce Professional Services.
Key feature availability details are as follows:
- The Einstein GPT Trust Layer will be generally available in June 2023.
- Service GPT is currently in the pilot phase and will be generally available in June 2023.
- Sales GPT is also in the pilot phase and will be generally available in July 2023.
- Marketing GPT is scheduled for the pilot in June 2023 and general availability in February 2024.
- Commerce GPT is currently in the pilot phase and will be generally available in July 2023.
- Apex GPT is slated for the pilot in June 2023.
- Flow GPT is expected to enter the pilot phase in October 2023.
- Slack GPT is presently in beta and will be generally available later this year.
- Tableau GPT will commence its pilot phase in November 2023.