July, 2024 - gettectonic.com - Page 2
Salesforce Model Tester

Salesforce Model Tester

Salesforce is taking steps to ensure its AI models perform accurately, even with unexpected data. The company recently filed a patent for an “automated testing pipeline for neural network models.” This technology helps developers predict whether their AI models will maintain accuracy when dealing with “unseen queries,” using customer service bots as a primary example. Salesforce Model Tester Typically, developers test their AI models using a subset of the original training data. However, Salesforce notes that this approach may not be ideal for smaller datasets or when real-time data differs significantly from the training set. To address this, Salesforce’s system creates both easy and hard evaluation datasets from real-time customer data. The “hard” datasets contain queries significantly different from the training data, while the “easy” datasets are more similar. The system begins by passing customer data through a “dependency parser,” which filters out specific actions or verbs representing meaningful commands. Then, a pre-trained language model ranks the queries based on their similarity to the training data. A “bag of words” classifier removes queries that are too similar, ensuring the testing data is diverse. These curated datasets are used to evaluate the model’s performance. The pipeline also includes a “human-in-the-loop” feedback mechanism to notify developers when a model isn’t performing well, allowing for adjustments. Salesforce’s primary AI product, Einstein, enables customers to create generative AI experiences using their data. Unlike some companies that focus on building massive AI models, Salesforce aims to empower enterprise clients to develop their own models, according to Bob Rogers, Ph.D., co-founder of BeeKeeperAI and CEO of Oii.ai. This patent could enhance Salesforce’s offerings by ensuring the AI models built under its platform function as intended. “I think Salesforce wants Einstein to generate more leads and faster. And if that’s not happening, it could be a miss for Salesforce,” Rogers said. The patent’s emphasis on improving customer service chatbots suggests Salesforce is focusing on AI-driven customer interactions. This is in line with the company’s recent unveiling of its fully-autonomous Einstein Service Agent, highlighting where Salesforce believes the most traction for Einstein might be. Rogers noted that while creating tools for customers to build their own AI models is challenging, Salesforce’s approach stands out in a market dominated by companies like Google, Microsoft, and OpenAI, which offer ready-to-use AI services. “At the end of the day, most AI utilization is still people saying, ‘solve my problem for me,’” Rogers said. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Impact of Generative AI on Workforce

Impact of Generative AI on Workforce

The Impact of Generative AI on the Future of Work Automation has long been a source of concern and hope for the future of work. Now, generative AI is the latest technology fueling both fear and optimism. AI’s Role in Job Augmentation and Replacement While AI is expected to enhance many jobs, there’s a growing argument that job augmentation for some might lead to job replacement for others. For instance, if AI makes a worker’s tasks ten times easier, the roles created to support that job could become redundant. A June 2023 McKinsey report highlighted that generative AI (GenAI) could automate 60% to 70% of employee workloads. In fact, AI has already begun replacing jobs, contributing to nearly 4,000 job cuts in May 2023 alone, according to Challenger, Gray & Christmas Inc. OpenAI, the creator of ChatGPT, estimates that 80% of the U.S. workforce could see at least 10% of their jobs impacted by large language models (LLMs). Examples of AI Job Replacement One notable example involves a writer at a tech startup who was let go without explanation, only to later discover references to her as “Olivia/ChatGPT” in internal communications. Managers had discussed how ChatGPT was a cheaper alternative to employing a writer. This scenario, while not officially confirmed, strongly suggested that AI had replaced her role. The Writers Guild of America also went on strike, seeking not only higher wages and more residuals from streaming platforms but also more regulation of AI. Research from the Frank Hawkins Kenan Institute of Private Enterprise indicates that GenAI might disproportionately affect women, with 79% of working women holding positions susceptible to automation compared to 58% of working men. Unlike past automation that typically targeted repetitive tasks, GenAI is different—it automates creative work such as writing, coding, and even music production. For example, Paul McCartney used AI to partially generate his late bandmate John Lennon’s voice to create a posthumous Beatles song. In this case, AI enhanced creativity, but the broader implications could be more complex. Other Impacts of AI on Jobs AI’s impact on jobs goes beyond replacement. Human-machine collaboration presents a more positive angle, where AI helps improve the work experience by automating repetitive tasks. This could lead to a rise in AI-related jobs and a growing demand for AI skills. AI systems require significant human feedback, particularly in training processes like reinforcement learning, where models are fine-tuned based on human input. A May 2023 paper also warned about the risk of “model collapse,” where LLMs deteriorate without continuous human data. However, there’s also the risk that AI collaboration could hinder productivity. For example, generative AI might produce an overabundance of low-quality content, forcing editors to spend more time refining it, which could deprioritize more original work. Jobs Most Affected by AI AI Legislation and Regulation Despite the rapid advancement of AI, comprehensive federal regulation in the U.S. remains elusive. However, several states have introduced or passed AI-focused laws, and New York City has enacted regulations for AI in recruitment. On the global stage, the European Union has introduced the AI Act, setting a common legal framework for AI. Meanwhile, U.S. leaders, including Senate Majority Leader Chuck Schumer, have begun outlining plans for AI regulation, emphasizing the need to protect workers, national security, and intellectual property. In October 2023, President Joe Biden signed an executive order on AI, aiming to protect consumer privacy, support workers, and advance equity and civil rights in the justice system. AI regulation is becoming increasingly urgent, and it’s a question of when, not if, comprehensive laws will be enacted. As AI continues to evolve, its impact on the workforce will be profound and multifaceted, requiring careful consideration and regulation to ensure it benefits society as a whole. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Google Says I'm Sorry

Google Says I’m Sorry

Google Apologizes for Chrome Password Manager Bug Affecting Windows Users Google has issued an apology after a bug prevented many Windows users from accessing or saving their passwords through Chrome’s password manager. The issue, which began on July 24 and lasted for nearly 18 hours before being resolved on July 25, was attributed to “a change in product behavior without proper feature guard.” This explanation may sound familiar to those affected by recent disruptions in similar services. The bug affected Chrome users globally, rendering previously saved passwords invisible and preventing the storage of new passwords. Google clarified that the problem was limited to the M127 version of Chrome Browser on the Windows platform. Impact of the Bug on Users The exact number of users affected by this bug is challenging to determine. However, given that Chrome has over 3 billion users worldwide, with a significant portion using Windows, a considerable number were impacted. Google stated that 25% of users were subjected to the configuration change, equating to roughly 750 million people. Of these, around 2%, or approximately 15 million users, experienced the password manager issue. Resolution and Interim Measures Google provided an interim workaround that required users to start Chrome with the command line flag “–enable-features=SkipUndecryptablePasswords.” However, a more user-friendly fix has since been deployed, which simply requires users to restart their Chrome browser. Google thanked users for their patience and apologized for the inconvenience caused by the disruption. They advised users experiencing additional issues to contact Google Workspace Support. Using Google’s Chrome Password Manager To access Google’s Chrome password manager, users can go to the browser’s three-dot menu and select Passwords and Autofill, then Google Password Manager. Alternatively, the password manager Chrome app can be installed from the settings, allowing direct access from the Google apps menu. Users prompted to autofill a password can also select “manage passwords” to reach the manager. For those considering switching from a standalone password manager to Google’s service, the process is straightforward. Users can export passwords from their current manager in a .CSV file, ensuring it is correctly formatted. They can then import this file into Google’s system through passwords.google.com, choosing Settings|Import. After importing, users should delete the .CSV file to protect their data. While Google’s Chrome password manager is convenient, it may not offer the same level of security as dedicated password managers, which often include features like two-factor authentication, secure password generation, and more robust encryption methods. For instance, services like 1Password use end-to-end encryption, 256-bit AES encryption, and other advanced security features to protect user data. Recent Google Security Issues In addition to the Chrome password manager issue, Google has recently addressed another security lapse involving email verification for new Google Workspace accounts. According to cybersecurity reporter Brian Krebs, this flaw allowed bad actors to bypass email verification during account setup, potentially leading to impersonation attacks. Google fixed this vulnerability within 72 hours of it being reported, ensuring no domains previously associated with Workspace accounts were affected. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Standards in Healthcare Cybersecurity

Standards in Healthcare Cybersecurity

The Change Healthcare cyberattack was a significant incident with widespread ramifications across the healthcare industry, with effects that are likely to persist for months or even longer. Standards in Healthcare Cybersecurity will change as a result. Since the ransomware attack on UnitedHealth Group’s (UHG) subsidiary, Change Healthcare, providers have faced financial and operational challenges due to disruptions in claims processing and other essential services. Change Healthcare, which processes 15 billion transactions annually and interacts with one in every three patient records in the U.S., is undergoing a complex and lengthy recovery process, with long-term implications for the industry. The attack was first reported on February 21st when Optum, another UHG subsidiary, alerted customers about the unavailability of some applications due to a cybersecurity issue. It was later confirmed that the BlackCat ransomware gang was responsible for the attack, which led to a $22 million ransom payment by UHG. The scale of the attack caused significant operational disruptions across the healthcare system, affecting entities ranging from large pharmacy chains to small, independently owned practices. In the weeks following the attack, UHG began restoring services, but the recovery process remains ongoing. UHG CEO Andrew Witty testified before Congress that the cybercriminals had gained access to Change Healthcare systems nine days before deploying the ransomware, using compromised credentials to access a Citrix portal without multi-factor authentication. The decision to pay the ransom was described as one of the hardest Witty has ever had to make. The incident has highlighted the vulnerabilities in healthcare cybersecurity, particularly for large organizations like UHG that handle vast amounts of sensitive data. It has also fueled the debate over whether ransomware payments should be made illegal, with arguments on both sides regarding the implications for victims and the broader cybersecurity landscape. The attack has prompted a strong response from industry groups and the federal government. The American Hospital Association (AHA) and the American Medical Association (AMA) have been vocal about the impact on providers, with the AHA calling it “the most significant and consequential cyberattack on the U.S. healthcare system in American history.” The federal government, through the Department of Health and Human Services (HHS), has provided guidance to Medicare providers and launched a formal investigation into the breach. As the healthcare industry continues to recover, the long-term impacts of the Change Healthcare cyberattack are expected to shape future cybersecurity strategies. The incident has underscored the importance of robust third-party risk management, the implementation of security measures like multi-factor authentication, and the potential need for more stringent regulatory standards in healthcare cybersecurity. The full extent of the breach, including the number of individuals affected, remains to be seen, but it is already clear that this event will have lasting repercussions for the industry. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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My Service Journey is Here

My Service Journey is Here

Salesforce Launches My Service Journey: A New Product Discovery Tool for Customer Service Salesforce has introduced My Service Journey, its inaugural product discovery solution tailored for customer service. Currently in open beta, this tool assists users in exploring the features available in Service Cloud, ensuring that contact centers fully understand the resources at their disposal. This launch is noteworthy because discovering product capabilities within comprehensive platforms like Service Cloud can often be fragmented and challenging. While webinars, support documents, release notes, communities, and social media offer valuable insights, navigating 15 years’ worth of content to grasp the full extent of Service Cloud’s capabilities can be overwhelming. My Service Journey aims to streamline and personalize this discovery process, making it easier for users to find and utilize the features that matter most to them. Key Features of My Service Journey The Benefits and Future Plans for My Service Journey My Service Journey is designed to foster continuous innovation in contact centers, which is crucial as service leaders often struggle to advance transformation projects due to daily operational challenges. This tool provides a solid foundation for advancing transformation efforts, particularly for organizations using a comprehensive platform like Service Cloud. Currently, My Service Journey is available only in English and remains in beta, but Salesforce has ambitious plans for its future. According to Matt Kravitz, VP of Product Management at Salesforce: “We’re considering literal roadmaps based on specific business outcomes, with plans for a 20-step roadmap to guide users through different stages of adoption.” Salesforce also plans to introduce a generative conversational experience based on the solution’s one-pagers, allowing users to interactively query the tool for more information. Additional Service Cloud Innovations Alongside My Service Journey, Salesforce has launched two other noteworthy solutions for Service Cloud: Both the Service Innovations suite and the Business Rules Engine are available with a permissions set license for Salesforce Service Cloud. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Auto-Enablement of the new Maps experience in October

Auto-Enablement of the new Maps experience in October

To ensure a smooth transition and enhance your experience in Salesforce Maps, the new features currently available in all environments will be auto-enabled in the Winter ’25 release this October. We encourage you to enable the new experience now and share your feedback to help us meet your needs and expectations. Instructions on activating the new experience can be found here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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UKI Trust in AI

UKI Trust in AI

A recent study by Salesforce reveals that 67% of workers in the UKI Trust in AI to operate autonomously. Currently, AI handles almost half of their work tasks, reflecting a growing reliance on artificial intelligence. Despite a preference for AI-human collaboration, the data indicates a notable shift towards trusting AI to operate independently. Presently, workers trust AI to manage about 29% of their tasks. However, Senior Managers and Directors show greater confidence, using AI for 78% of their tasks, compared to 67% among general employees. UKI Trust in AI Only 7% of workers currently trust AI to function independently, with 14% predicting they will trust AI within three years, and 46% in over three years. The research also highlights a preference for human oversight in tasks such as onboarding, training, and data security. Paula Goldman, Salesforce’s Chief Ethical and Humane Use Officer, stated, “Workers are excited about an AI-powered future, and the research shows us that human engagement can help us get there. By empowering humans at the helm of today’s AI systems, we can build trust and drive adoption – enabling workers to unlock all that AI has to offer.” This comes as Kelly Thacker, Salesforce CMO and Global Senior Vice President of Product Marketing, emphasized the importance of trust when launching AI tools. Speaking to Mobile Marketing Magazine at the 2024 Salesforce World Tour in London, Thacker said, “Trust is a core value at Salesforce, especially with AI. We’ve been incorporating AI for over 12 years, and trust has always been integral.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Data Cloud Pioneer

Salesforce Data Cloud Pioneer

While many organizations are still building their data platforms, Salesforce Data Cloud Pioneer has made a significant leap forward. By seamlessly incorporating metadata integration, Salesforce has transformed the modern data stack into a comprehensive application platform known as the Einstein 1 Platform. Led by Muralidhar Krishnaprasad, executive vice president of engineering at Salesforce, the Einstein 1 Platform is built on the company’s metadata framework. This platform harmonizes metadata and integrates it with AI and automation, marking a new era of data utilization. The Einstein 1 Platform: Innovations and Capabilities Salesforce’s goal with the Einstein 1 Platform is to empower all business users—salespeople, service engineers, marketers, and analysts—to access, use, and act on all their data, regardless of its location, according to Krishnaprasad. The open, extensible platform not only unlocks trapped data but also equips organizations with generative AI functionality, enabling personalized experiences for employees and customers. “Analytics is very important to know how your business is doing, but you also want to make sure all that data and insights are actionable,” Krishnaprasad said. “Our goal is to blend AI, automation, and analytics together, with the metadata layer being the secret sauce.” Salesforce Data Cloud Pioneer In a conversation with George Gilbert, senior analyst at theCUBE Research, Krishnaprasad discussed the platform’s metadata integration, open-API technology, and key features. They explored how its extensibility and interoperability enhance usability across various data formats and sources. Metadata Integration: Accommodating Any IT Environment The Einstein 1 Platform is built on Trino, the federated open-source query engine, and Spark for data processing. It offers a rich set of connectors and an open, extensible environment, enabling organizations to share data between warehouses, lake houses, and other systems. “We use a hyper-engine for sub-second response times in Tableau and other data explorations,” Krishnaprasad explained. “This in-memory overlap engine ensures efficient data processing.” The platform supports various machine learning options and allows users to integrate their own large language models. Whether using Salesforce Einstein, Databricks, Vertex, SageMaker, or other solutions, users can operate without copying data. The platform includes three levels of extensibility, enabling organizations to standardize and extend their customer journey models. Users can start with basic reference models, customize them, and then generate insights, including AI-driven insights. Finally, they can introduce their own functions or triggers to act on these insights. The platform continuously performs unification, allowing users to create different unified graphs based on their needs. “We’re a multimodal system, considering your entire customer journey,” Krishnaprasad said. “We provide flexibility at all levels of the stack to create the right experience for your business.” The Triad of AI, Automation, and Analytics The platform’s foundation ingests, harmonizes, and unifies data, resulting in a standardized metadata model that offers a 360-degree view of customer interactions. This approach unlocks siloed data, much of which is in unstructured forms like conversations, documents, emails, audio, and video. “What we’ve done with this customer 360-degree model is to use unified data to generate insights and make these accessible across application surfaces, enabling reactions to these insights,” Krishnaprasad said. “This unlocks a comprehensive customer journey.” For instance, when a customer views an ad and visits the website, salespeople know what they’re interested in, service personnel understand their concerns, and analysts have the information needed for business insights. These capabilities enhance customer engagement. “Couple this with generative AI, and we enable a lot of self-service,” Krishnaprasad added. “We aim to provide accurate answers, elevating data to create a unified model and powering a unified experience across the entire customer journey.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Implementing Salesforce Education Cloud

Implementing Salesforce Education Cloud

Client OverviewThe client is a leading educational institution offering a wide array of programs, from undergraduate degrees to continuing education. With around 15,000 students and a global alumni network of over 50,000, they are dedicated to delivering a holistic educational experience while nurturing lifelong relationships with their alumni. ChallengesBefore implementing Salesforce Education Cloud, the client faced several large challenges: ObjectivesThe institution sought to achieve the following with Salesforce Education Cloud: Solution: Salesforce Education Expertise Strategy and Planning Design and Wireframing Development Testing Deployment Results: Before and After Aspect Before After Data Management Fragmented across multiple systems Centralized in Salesforce Education Cloud Communication Disjointed communication processes Streamlined internal and external channels Alumni Engagement Outdated tools for managing alumni relationships Modern tools for enhanced engagement Before and after Salesforce Education Cloud Quantifiable OutcomesWith Salesforce Education Cloud, the client achieved: Implementing Salesforce Education CloudBy implementing Salesforce Education Cloud, the Salesforce partner delivered a transformative solution that surpassed the institution’s objectives. The integration of centralized data, enhanced communication processes, and modern alumni management tools led to: These impressive results highlight Tectonic’s commitment to providing expert Salesforce solutions that aid education clients achieve their strategic goals. Contact us today. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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user questions and answers

Salesforce Marketing Cloud: Private Domain vs. Verified Domain

Understanding the Difference Between Private Domain and Verified Domain in Salesforce Marketing Cloud A Private Domain in Salesforce Marketing Cloud offers full DKIM, SPF, and DMARC authentication for a custom domain, which can significantly improve email deliverability. In contrast, a Verified Domain verifies that the sender owns the domain but does not provide the same level of authentication. While platforms like Constant Contact allow users to add authentication records (such as DKIM, SPF, and DMARC) themselves, this approach is not applicable to Salesforce Marketing Cloud when using Verified Domains. Although technically possible to self-host DNS for a Private Domain and manually add authentication records, Salesforce must provide the specific values for these records, particularly the DKIM key. Salesforce Marketing Cloud vs Salesforce Account EngagementEmails sent through Salesforce Marketing Cloud are signed with a DKIM key, which the recipient’s mail server verifies against the DKIM record in the sender’s DNS. If the DKIM signature does not match the DNS record, the email will fail delivery. Verified Domains do not include Salesforce-signed DKIM keys, making them unsuitable for fully authenticated email sends. For organizations prioritizing email deliverability and compliance, requesting a Private Domain from Salesforce is recommended. While it may require additional setup, it ensures proper authentication and enhances the success of email campaigns. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Ehanced Delphi Experience With Einstein 1

Ehanced Delphi Experience With Einstein 1

Amadeus has launched an enhanced and expanded sales and catering suite, introducing Delphi Direct, aimed at helping hotels of all sizes boost efficiency and profitability. Ehanced Delphi Experience With Einstein 1 for Amadeus. In 2024, group business is a key focus for hoteliers. Recent research shows they are prioritizing efforts to strengthen customer relationships, enhance outreach to both new and returning clients, and improve event planning and execution. To support this, Delphi has been updated to cater to the diverse needs of any hotel, regardless of size. Whether a small property with limited resources, a full-service hotel managing large events, or a hotel management company overseeing multiple properties, Delphi offers a scalable and customizable solution. Central to the upgraded offering is a modern user interface based on the Einstein 1 Platform, which allows Delphi users to benefit from the combined features of Amadeus and Salesforce. Key features include: Delphi Direct, part of this suite, is an online booking platform that revolutionizes how hotels capture group business, allowing meeting spaces to be booked directly on a hotel’s website. This streamlines the sales process, unlocks additional revenue, and frees up teams to focus on securing larger deals. In addition to Delphi, Amadeus offers a comprehensive sales and catering software ecosystem, including Delphi Direct, Delphi Diagramming, and MeetingBroker, along with partner integrations designed to foster streamlined business growth and management. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Workday and Salesforce Unveil New AI Employee Service Agent

Workday and Salesforce Unveil New AI Employee Service Agent

In a Wednesday interview with CNBC’s Jim Cramer, the CEOs of Salesforce and Workday, Marc Benioff and Carl Eschenbach, announced their companies’ new partnership to develop an artificial intelligence assistant. Workday and Salesforce Unveil New AI Employee Service Agent. This collaboration aims to enhance onboarding, human resources, and other business processes. Salesforce Chair and CEO Marc Benioff and Workday CEO Carl Eschenbach join ‘Mad Money’ host Jim Cramer to talk their AI partnership. Both CEOs emphasized that the strength of their partnership lies in the integration of their extensive data sets. Benioff stated, “AI is all about data, and having access to extensive data enables us to deliver exceptional AI capabilities. This partnership exemplifies two companies coming together to ensure our customers have the data they need to realize the full potential of artificial intelligence.” Partnership will deliver a personalized, AI-powered assistant for employee service use cases such as onboarding, health benefits, and career development within Salesforce and Workday The two companies will establish a common data foundation that unifies HR and financial data from Workday with CRM data from Salesforce, enabling AI-powered use cases that boost productivity, lower costs, and improve the employee experience Workday will be natively integrated inside of Slack with deeper automation, so employees can seamlessly collaborate around worker, job, candidate, and similar records using AI Salesforce and Workday are both cloud-based software companies. Salesforce is renowned for its Slack application and software for sales, customer service, and marketing, while Workday specializes in human resources, recruiting, and workforce management. Eschenbach highlighted that Salesforce and Workday possess three crucial data sets in the enterprise landscape—employee data, customer data, and financial data. He added that the new initiative benefits customers by integrating services across platforms, eliminating the need to switch between different systems. “Through this partnership and our ability to share data, customers can seamlessly access our data sets whether they’re using Slack, Workday, or Salesforce,” Eschenbach said. Workday and Salesforce Unveil New AI Employee Service Agent The combination of Salesforce’s new Agentforce Platform and Einstein AI with the Workday platform and Workday AI will enable organizations to create and manage agents for a variety of employee service use cases. This AI agent will work with and elevate humans to drive employee and customer success across the business. Powered by a company’s Salesforce CRM data and Workday financial and HR data, the new AI employee service agents have a shared, trusted data foundation to communicate with employees in natural language, with human-like comprehension. As a result, taking action as part of onboarding, health benefit changes, career development, and other tasks will be easier than ever. When complex cases arise, the AI employee service agent will seamlessly transfer to the right individual for remediation, maintaining all the previous history and context for a smooth hand-off. This unique approach of humans and AI seamlessly working together will result in greater productivity, efficiency, and better experiences for employees. This is only possible by having the data, AI models, and apps deeply integrated. “The AI opportunity for every company lies in augmenting their employees and delivering incredible customer experiences. That’s why we’re so excited about our new Agentforce platform which enables humans and AI to drive customer success together, and this new partnership with Workday, to jointly build an employee service agent. Together we’ll help businesses create amazing experiences powered by generative and autonomous AI, so every employee can get answers, learn new skills, solve problems, and take action quickly and efficiently.” Marc Benioff, Chair and CEO, Salesforce Benefits to Employees Employees can now receive instant support through natural language conversations with their AI employee service agent, whether they are working in Salesforce, Slack, or Workday. This AI-driven assistant provides contextual help by understanding requests, accessing relevant information from integrated Workday-Salesforce data sources, and automating resolutions across platforms. Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, commented, “As a leading global commercial real estate services firm, we prioritize employee support and engagement, which directly impacts client service. The ability to streamline workflows across Workday and Salesforce and deliver more personalized AI-powered employee experiences will be transformative for us.” Benefits to Employers By integrating HR, financial, and operational data into advanced AI models, Salesforce and Workday enhance workforce capabilities beyond individual productivity, fostering overall workforce intelligence, optimization, and resilience: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Workday Partnership

Salesforce Workday Partnership

Salesforce and Workday Partner to Launch AI-Powered Employee Service Agent Salesforce (NYSE: CRM), the leading AI CRM platform, and Workday, Inc. (NASDAQ: WDAY), a leader in enterprise cloud applications for finance and HR, today announced a strategic partnership to develop a new AI-powered employee service agent. This solution will enhance employee experiences by automating routine tasks, providing personalized support, and delivering data-driven insights across Salesforce and Workday platforms. A Unified Data Foundation for Enhanced Employee Services The partnership will integrate HR and financial data from Workday with CRM data from Salesforce, creating a unified data foundation. This integration will enable the development of AI-driven use cases that increase productivity, reduce costs, and improve the employee experience. A key feature will be the seamless incorporation of Workday into Slack, allowing for enhanced automation and collaboration around HR and financial records, using AI. The new AI employee service agent, built on Salesforce’s Agentforce Platform and Einstein AI, alongside Workday AI, will cater to various employee service needs, such as onboarding, health benefits management, and career development. This agent will utilize a company’s data to interact with employees in natural language, offering personalized support and executing tasks based on trusted business rules and permissions. Enhancing Employee and Customer Success “The AI opportunity lies in augmenting employees and delivering exceptional customer experiences. Our collaboration with Workday will empower businesses to create remarkable experiences using generative and autonomous AI, allowing employees to efficiently find answers, learn new skills, solve problems, and take actions.” Marc Benioff, Chair and CEO of Salesforce Carl Eschenbach, CEO of Workday, highlighted the integration’s benefits: “By combining our platforms, data, and AI capabilities, we empower customers to deliver unmatched AI-powered employee experiences, leading to happier customers and substantial business value.” Key Features of the Partnership Benefits for Employees and Employers For Employees: For Employers: Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, noted the strategic advantage: “The integration of Workday and Salesforce will streamline workflows and deliver more personalized, AI-powered employee experiences, significantly enhancing our operational efficiency.” “The shared data foundation between Workday and Salesforce will enable these partners to deliver transformative AI capabilities, enhancing employee experiences and driving business performance.” R “Ray” Wang, CEO of Constellation Research, Inc. About Workday Workday is a leading enterprise platform that helps organizations manage their most important assets – their people and money. The Workday platform is built with AI at the core to help customers elevate people, supercharge work, and move their business forever forward. Workday is used by more than 10,500 organizations around the world and across industries – from medium-sized businesses to more than 60% of the Fortune 500. For more information about Workday, visit workday.com. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Sensitive AI Knowledge Models

Sensitive AI Knowledge Models

Based on the writings of David Campbell in Generative AI. Sensitive AI Knowledge Models “Crime is the spice of life.” This quote from an unnamed frontier model engineer has been resonating for months, ever since it was mentioned by a coworker after a conference. It sparked an interesting thought: for an AI model to be truly useful, it needs comprehensive knowledge, including the potentially dangerous information we wouldn’t really want it to share with just anyone. For example, a student trying to understand the chemical reaction behind an explosion needs the AI to accurately explain it. While this sounds innocuous, it can lead to the darker side of malicious LLM extraction. The student needs an accurate enough explanation to understand the chemical reaction without obtaining a chemical recipe to cause the reaction. An abstract digital artwork portrays the balance between AI knowledge and ethical responsibility. A blue and green flowing ribbon intertwines with a gold and white geometric pattern, symbolizing knowledge and ethical frameworks. Where they intersect, small bursts of light represent innovation and responsible AI use. The background gradient transitions from deep purple to soft lavender, conveying progress and hope. Subtle binary code is ghosted throughout, adding a tech-oriented feel. AI red-teaming is a process born of cybersecurity origins. The DEFCON conference co-hosted by the White House held the first Generative AI Red Team competition. Thousands of attendees tested eight large language models from an assortment of AI companies. In cybersecurity, red-teaming implies an adversarial relationship with a system or network. A red-teamer’s goal is to break into, hack, or simulate damage to a system in a way that emulates a real attack. When entering the world of AI red teaming, the initial approach often involves testing the limits of the LLM, such as trying to extract information on how to build a pipe bomb. This is not purely out of curiosity but also because it serves as a test of the model’s boundaries. The red-teamer has to know the correct way to make a pipe bomb. Knowing the correct details about sensitive topics is crucial for effective red teaming; without this knowledge, it’s impossible to judge whether the model’s responses are accurate or mere hallucinations. Sensitive AI Knowledge Models This realization highlights a significant challenge: it’s not just about preventing the AI from sharing dangerous information, but ensuring that when it does share sensitive knowledge, it’s not inadvertently spreading misinformation. Balancing the prevention of harm through restricted access to dangerous knowledge and avoiding greater harm from inaccurate information falling into the wrong hands is a delicate act. AI models need to be knowledgeable enough to be helpful but not so uninhibited that they become a how-to guide for malicious activities. The challenge is creating AI that can navigate this ethical minefield, handling sensitive information responsibly without becoming a source of dangerous knowledge. The Ethical Tightrope of AI Knowledge Creating dumbed-down AIs is not a viable solution, as it would render them ineffective. However, having AIs that share sensitive information freely is equally unacceptable. The solution lies in a nuanced approach to ethical training, where the AI understands the context and potential consequences of the information it shares. Ethical Training: More Than Just a Checkbox Ethics in AI cannot be reduced to a simple set of rules. It involves complex, nuanced understanding that even humans grapple with. Developing sophisticated ethical training regimens for AI models is essential. This training should go beyond a list of prohibited topics, aiming to instill a deep understanding of intention, consequences, and social responsibility. Imagine an AI that recognizes sensitive queries and responds appropriately, not with a blanket refusal, but with a nuanced explanation that educates the user about potential dangers without revealing harmful details. This is the goal for AI ethics. But it isn’t as if AI is going to extract parental permission for youths to access information, or run prompt-based queries, just because the request is sensitive. The Red Team Paradox Effective AI red teaming requires knowledge of the very things the AI should not share. This creates a paradox similar to hiring ex-hackers for cybersecurity — effective but not without risks. Tools like the WMDP Benchmark help measure and mitigate AI risks in critical areas, providing a structured approach to red teaming. To navigate this, diverse expertise is necessary. Red teams should include experts from various fields dealing with sensitive information, ensuring comprehensive coverage without any single person needing expertise in every dangerous area. Controlled Testing Environments Creating secure, isolated environments for testing sensitive scenarios is crucial. These virtual spaces allow safe experimentation with the AI’s knowledge without real-world consequences. Collaborative Verification Using a system of cross-checking between multiple experts can enhance the security of red teaming efforts, ensuring the accuracy of sensitive information without relying on a single individual’s expertise. The Future of AI Knowledge Management As AI systems advance, managing sensitive knowledge will become increasingly challenging. However, this also presents an opportunity to shape AI ethics and knowledge management. Future AI systems should handle sensitive information responsibly and educate users about the ethical implications of their queries. Navigating the ethical landscape of AI knowledge requires a balance of technical expertise, ethical considerations, and common sense. It’s a necessary challenge to tackle for the benefits of AI while mitigating its risks. The next time an AI politely declines to share dangerous information, remember the intricate web of ethical training, red team testing, and carefully managed knowledge behind that refusal. This ensures that AI is not only knowledgeable but also wise enough to handle sensitive information responsibly. Sensitive AI Knowledge Models need to handle sensitive data sensitively. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful

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