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2025: The Rise of AI Agents and Industry-Focused Innovation
13Nov

2025: The Rise of AI Agents and Industry-Focused Innovation

Over the past few years, CX vendors have rapidly integrated generative AI (GenAI) across the customer experience landscape. This wave of innovation has brought advancements like auto-summarization, customer response recommendations, and intent analysis, especially within Contact Center as a Service (CCaaS) solutions. However, as these capabilities become standard, differentiation now hinges on more advanced AI solutions, orchestration of cross-platform workflows, and collection of industry-specific datasets. AI Agents and Industry-Focused Innovation. Agentic AI, where bots autonomously handle tasks without human intervention, is emerging as a critical differentiator. This shift is reshaping sector-specific processes. Take network providers, for instance; they can leverage agentic AI to detect service outages, create affected customer segments, and proactively send alerts. Salesforce exemplifies this trend with its Agentforce platform, which debuted at Dreamforce 2024, introducing 100 pre-configured, autonomous bots designed for specific industries. By 2025, such bots will likely proliferate, expanding across ecosystems like Workday to facilitate cross-functional automation. Toward a More Autonomous Enterprise As autonomous AI agents advance, they are poised to manage complex, multi-step workflows collaboratively. This move will help organizations move closer to an autonomous enterprise model, where human oversight drives the deployment, testing, and optimization of AI agents. In this model, collaboration platforms such as Microsoft Teams, Slack, and Zoom will serve as operational hubs for managing and refining AI-driven processes. While this full vision may take longer to achieve, 2025 promises substantial advancements in sector-specific efficiencies through AI agents. Not all industries, however, are equally poised to benefit; while healthcare, financial services, and retail lead in AI-enabled CX solutions, other sectors such as hospitality, travel, and education still lag. The Need for Sector-Specific Use Case Libraries CX vendors could empower businesses by providing industry-specific AI use case libraries, building confidence in AI-agent-driven experiences. For example, bots in the finance sector could streamline billing, invoice processing, and ledger management, while spotting and correcting errors. Other industries would benefit from AI innovations tailored to their unique challenges, but such solutions will require co-innovation across CX platforms. 2025 Strategic Technology Trends Gartner’s top technology trends for 2025 provide a framework for CIOs aiming to future-proof their organizations. These trends fall into three themes: AI imperatives, new computing frontiers, and human-machine synergy. These trends will push organizations to adopt cloud, AI, and sustainability-focused architectures, despite challenges. As AI capabilities evolve, so will the risks, emphasizing the need for robust security and ethical frameworks. Salesforce charges up its game with its Agentforce platform, which debuted at Dreamforce 2024, introducing 100 pre-configured, autonomous bots designed for specific industries. By 2025, such bots will likely proliferate, expanding across ecosystems like Workday to facilitate cross-functional automation. Preparing for 2025: Upskilling for the Future As organizations embrace these transformative trends, they must also address a persistent skill gap. Pluralsight’s recent survey reveals that 20% of organizations have deployed AI, while 55% are planning to. However, without strategic business alignment, technology adoption won’t necessarily translate to customer value. For organizations, a focus on responsible innovation and proactive skills development in AI, cloud security, and sustainability will be vital. By preparing for these 2025 trends, businesses can navigate the complexities of the tech landscape and position themselves for long-term success. AI Agents and Industry-Focused Innovation As you prepare for 2025. Tectonic can help you align your goals with your road map. Contact us today! 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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November 13, 2024in Agentforce Platform, Data, Enterprise, Generative AI, Salesforce, Technology0 Comments
Scarf and Salesforce
13Nov

Scarf and Salesforce

Scarf Integrates Open Source Software Tracking Platform with Salesforce At KubeCon + CloudNativeCon 2024, Scarf announced the integration of its open-source software usage tracking platform with Salesforce CRM. This integration arrives as debates around the definition and economics of open source remain a hot topic in the tech community. Scarf also introduced updates to its platform, including enhanced event data correction and flagging capabilities for improved accuracy in company matching and attribution. New data filtering options were also added for more refined data exports. The Scarf platform enables IT vendors to identify organizations consuming open-source software at significant scale, presenting opportunities to offer additional support or promote commercial add-ons for open-source tools. To date, the Scarf gateway has tracked over seven billion events, connecting usage data to specific organizations via attributes such as internet addresses. Strengthening the Open Source Ecosystem Scarf CEO Avi Press emphasized the platform’s role in maintaining the economic viability of the open-source ecosystem, often in partnership with organizations like The Linux Foundation. Without these insights, fewer IT vendors would sponsor open-source projects, Press noted, which would hinder the ecosystem’s growth and sustainability. However, the open-source community frequently experiences friction. Licensing changes by IT vendors often lead to project forks, with contributors reverting to previous licensing terms, sometimes backed by cloud providers. Press believes targeted commercial value opportunities—supported by tools like Scarf—can reduce this friction by fostering more productive engagements between vendors and organizations. Challenges and Evolving Definitions in Open Source While open source remains foundational to the tech world, it continues to face ideological and practical challenges. For decades, debates over licensing models have sparked disagreements, including the current contention around defining open-source AI models. Many models fail to disclose critical training details, leading to further disputes. Ultimately, each organization must navigate these issues by adopting its own definition of open source and deciding how best to support the ecosystem. Tools like Scarf’s platform aim to bridge gaps, enabling IT vendors and organizations to collaborate more effectively, ensuring the continued growth of open source. 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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November 13, 2024in Data, Salesforce, Technology0 Comments
salesforce einstein insights
13Nov

Salesforce Einstein Conversation Insights

Unlocking Einstein Conversation Insights in Salesforce: Setup, Integration, and Customization In this insight, we’ll guide you through setting up Einstein Conversation Insights in Salesforce, integrating it with platforms like Zoom, managing permissions, and customizing the dataflow schedule for optimal performance. As a marketer from way back when, little gets me as excited about the future of technology than marketing tools that make us smarter and faster. What is Einstein Conversation Insights? Einstein Conversation Insights (ECI) empowers teams to analyze and identify patterns, phrases, and areas of focus within voice and video interactions. By tracking terms and extracting actionable insights, managers and representatives can prioritize follow-ups and improve decision-making through detailed call logs and actionable dashboards. No longer are we hampered by the limitations of written text! Step 1: Enabling Einstein Conversation Insights To begin utilizing Einstein Conversation Insights: Step 2: Assigning Permissions To grant users access to ECI: Step 3: Connecting Recording Providers Voice Recording Providers To analyze call recordings: Video Recording Providers For video analysis, integrate your conferencing platform: Setting Up Zoom Integration To integrate Salesforce with Zoom: Once complete, users will need to link their Zoom accounts individually. A message will confirm successful setup. Click Take me there to finalize the connection. Step 4: Exploring the Conversation Insights App After linking your Zoom account, visit the Conversation Insights App under the Analytics tab. This app provides a comprehensive view of call details, recordings, and actionable insights, empowering teams to focus on strategic improvements. Step 5: Customizing Dataflow Schedule By default, ECI updates its dataflow every eight hours, refreshing your dashboards with new insights. To modify this schedule: Frequently Asked Questions 1. What are the benefits of Einstein Conversation Insights?Einstein Conversation Insights automates the transcription and analysis of calls, identifies trends, and recommends next steps to accelerate sales cycles and free up sales staff to focus on opportunity closing efforts. 2. Does ECI record calls?No, ECI does not record calls. Instead, it analyzes existing recordings from connected providers to generate insights. 3. Are there any limitations?Yes, Salesforce allows up to 100 custom insights, with each insight accommodating a maximum of 25 keywords, each up to 255 characters long. Conclusion Einstein Conversation Insights is a game-changing tool that analyzes voice and video interactions to provide actionable insights, empowering teams to make data-driven decisions. By integrating with Salesforce and platforms like Zoom, you can effortlessly track call details, identify trends, and streamline workflows. Customizing your dataflow schedule ensures your dashboards always reflect the latest information, enhancing efficiency and enabling timely decision-making. Ready to take your insights further? Start integrating Einstein Conversation Insights today! By Tectonic MarketingOpps Director, Shannan Hearne 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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November 13, 2024in Data, Google, Salesforce, Salesforce Einstein, Salesforce Sales Cloud0 Comments
13Nov

AI’s Impact on Future Information Ecosystems

AI’s Impact on Future Information Ecosystems The proliferation of generative AI technology has ignited a renewed focus within the media industry on how to strategically adapt to its capabilities. Media professionals are now confronted with crucial questions: What are the most effective ways to leverage this technology for efficiency in news production and to enhance audience experiences? Conversely, what threats do these technological advancements pose? Is legacy media on the brink of yet another wave of disintermediation from its audiences? Additionally, how does the evolution of technology impact journalism ethics? AI’s Impact on Future Information Ecosystems. In response to these challenges, the Open Society Foundations (OSF) launched the AI in Journalism Futures project earlier this year. The first phase of this ambitious initiative involved an open call for participants to develop future-oriented scenarios that explore the potential driving forces and implications of AI within the broader media ecosystem. The project sought to answer questions about what might transpire among various stakeholders in 5, 10, or 15 years. As highlighted by Nick Diakopoulos, scenarios are a valuable method for capturing a diverse range of perspectives on complex issues. While predicting the future is not the goal, understanding a variety of plausible alternatives can significantly inform current strategic thinking. Ultimately, more than 800 individuals from approximately 70 countries contributed short scenarios for analysis. The AI in Journalism Futures project subsequently utilized these scenarios as a foundation for a workshop, which refined the ideas outlined in their report. Diakopoulos emphasizes the importance of examining this broad set of initial scenarios, which OSF graciously provided in anonymized form. This analysis specifically explores (1) the various types of impacts identified within the scenarios, (2) the associated timeframes for these impacts—whether they are short, medium, or long-term, and (3) the global differences in focus across regions, highlighting how different parts of the world emphasized distinct types of impacts. While many additional questions could be explored regarding this data—such as the drivers of impacts, final outcomes, severity, stakeholders involved, or technical capabilities emphasized—this analysis focuses primarily on impacts. Refining the Data The initial pool of 872 scenarios underwent a rigorous process of cleaning, filtering, transformation, and verification before analysis. Firstly, scenarios shorter than 50 words were excluded from consideration, resulting in 852 scenarios for analysis. Additionally, 14 scenarios that were not written in English were translated using Google Sheets. To enable geographic and temporal analysis, the country of origin for each scenario writer was mapped to their respective continents, and the free-text “timeframe” field was converted into numerical representations of years. Next, impacts were extracted from each scenario using an LLM (GPT-4 in this case). The prompts for the LLM were refined through iteration, with a clear definition established for what constitutes an “impact.” Diakopoulos defined an impact as “a significant effect, consequence, or outcome that an action, event, or other factor has in the scenario.” This definition encompasses not only the ultimate state of a scenario but also intermediate outcomes. The LLM was instructed to extract distinct impacts, with each impact represented by a one-sentence description and a short label. For instance, one impact could be described as, “The proliferation of flawed AI systems leads to a compromised information ecosystem, causing a general doubt in the reliability of all information,” labeled as “Compromised Information Ecosystem.” To ensure the accuracy of this extraction process, a random sample of five scenarios was manually reviewed to validate the extracted impacts against the established definition. All extracted impacts passed the checks, leading to confidence in scaling the analysis across the entire dataset. This process resulted in the identification of 3,445 impacts from the 852 scenarios. AI’s Impact on Future Information Ecosystems A typology of impact types was developed based on the 3,445 impact descriptions, utilizing a novel method for qualitative thematic analysis from a Stanford University study. This approach clusters input texts, synthesizes concepts that reflect abstract connections, and produces scoring definitions to assess the relevance of each original text. For example, a concept like “AI Personalization” might be defined by the question, “Does the text discuss how AI personalizes content or enhances user engagement?” Each impact description was then scored against these concepts to tabulate occurrence frequencies. Impacts of AI on Media Ecosystems Through this analytical approach, 19 impact themes emerged, along with their corresponding scoring definitions: Interestingly, many scenarios articulated themes around how AI intersects with fact-checking, trust, misinformation, ethics, labor concerns, and evolving business models. Although some concepts may not be entirely distinct, this categorization offers a meaningful overview of the key ideas represented in the data. Distribution of Impact Themes Comparing these findings with those in the OSF report reveals some discrepancies. For instance, while the report emphasizes personalization and misinformation, these themes were less prevalent in the analyzed scenarios. Moreover, themes such as the rise of AI agents and audience fragmentation were mentioned but did not cluster significantly in the analysis. To capture potentially interesting but less prevalent impacts, the clustering was rerun with a smaller minimum cluster size. This adjustment yielded hundreds more concept themes, revealing insights into longer-tail issues. Positive visions for generative AI included reduced language barriers and increased accessibility for marginalized audiences, while concerns about societal fragmentation and privacy were also raised. Impacts Over Time and Around the World The analysis also explored how the impacts varied based on the timeframe selected by writers and their geographic locations. Using a Chi-Squared test, it was determined that “AI Personalization” trends towards long-term implications, while both “AI Fact-Checking” and “AI and Misinformation” skew toward shorter-term issues. This suggests that scenario writers perceive misinformation impacts as imminent threats, likely reflecting ongoing developments in the media landscape. When examining the distribution of impacts by region, it was found that “AI Fact-Checking” was more frequently noted by writers from Africa and Asia, while “AI and Misinformation” was less prevalent in scenarios from African writers but more so in those from Asian contributors. This indicates a divergence in perspectives on AI’s role in the media ecosystem.

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November 13, 2024in AI Tools, Data, Generative AI, Google, Salesforce, Technology0 Comments
AI Agents as Tools of Trust
13Nov

AI Agents as Tools of Trust

Salesforce Report Highlights AI Agents as Tools to Rebuild Consumer Trust For businesses of any size, the to-do list never ends. Monitoring customers, understanding their needs, and delivering products and services that align with their expectations are critical. Salesforce’s latest research, however, points to a troubling trend: consumer trust is at an all-time low. Yet, the report, State of the AI Connected Customer, also suggests that AI—particularly agentic AI—could help reverse this decline. Trust in Decline The key finding of the Salesforce report is stark: consumer trust in companies has taken a significant hit. Among 15,015 surveyed consumers, 72% say they trust companies less today than they did a year ago. Compounding this is the rapid advancement of AI; 60% of respondents believe that the rise of AI increases the importance of businesses being trustworthy. One major culprit behind eroding trust is the perceived mishandling of customer data. A staggering 65% of respondents feel companies are careless with data, adding to the skepticism. While high prices remain the top reason customers abandon brands, 43% pointed to poor customer service as a major deterrent. Can AI Agents Fill the Gap? The Salesforce report suggests that AI agents—when deployed transparently—could address many of the factors driving distrust and disengagement. Younger consumers, particularly Gen Z and millennials, appear more open to interacting with AI agents. Notable insights from the research include: However, trust is non-negotiable. Transparency is a critical factor for AI adoption: As Michael Affronti, SVP and General Manager of Salesforce Commerce Cloud, explains: “AI agents can help brands deliver consistent, personalized experiences for shoppers across every channel — deepening customer loyalty and ultimately driving more sales.” Building Trust Through Transparency The research underscores the potential for AI to transform customer interactions, but it also highlights the challenges. Transparency and accountability are essential for AI systems to inspire confidence and loyalty. Salesforce’s AI solutions are designed to prioritize transparency and foster reliable consumer experiences. Features such as clear agent identification and robust escalation paths are steps in the right direction. However, companies must double down on governance frameworks and safeguards to ensure AI agents handle data responsibly. Final Thoughts While the idea of using AI to rebuild consumer trust is promising, it’s not without its challenges. Establishing trust in AI itself remains a work in progress. Consumers expect companies to prioritize not only innovation but also ethics, security, and accountability. The Salesforce report demonstrates that younger consumers are already embracing AI as a way to address today’s service expectations. For Salesforce and other companies leveraging agentic AI, the key to success will lie in balancing cutting-edge technology with meaningful protections for customer data and experiences. The future of AI-driven customer engagement isn’t just about meeting expectations—it’s about exceeding them in a way that inspires confidence and loyalty. With the right approach, AI agents could be a vital tool for restoring consumer trust in an era where skepticism runs high. 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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November 13, 2024in Data, Salesforce, Salesforce Commerce Cloud, Technology0 Comments
OpenAI and the Agentic Race
13Nov

OpenAI and the Agentic Race

OpenAI to Join the AI Agentic Race with ‘Operator’ in January 2025 OpenAI is reportedly preparing to launch its AI agent, Operator, in January 2025. Designed to autonomously control computers and handle repetitive tasks like booking travel or writing code, Operator is expected to ship as a research preview and will also be available via OpenAI’s API for developers, according to a report by Bloomberg. This move positions OpenAI squarely in the midst of the growing AI agent wars, where competitors like Microsoft and Salesforce are vying for dominance in autonomous AI systems. These tools are seen as the next frontier in AI, enabling users to automate multi-step tasks with minimal supervision. Salesforce and Microsoft: The Agentic Rivalry Heats Up The competition between tech giants is already intense. Salesforce CEO Marc Benioff recently took aim at Microsoft’s Copilot, likening it to a rebooted version of the infamous Clippy, criticizing it as ineffective and lacking value. Benioff highlighted Salesforce’s own offering, Agentforce, which he claimed processes trillions of AI transactions weekly and serves as the leading AI enterprise agent. Benioff went on to accuse Microsoft of being in “panic mode” after it announced plans to expand Copilot Studio with features for building autonomous agents. His sharp critique: “Microsoft rebranding Copilot as ‘agents’? That’s panic mode. Let’s be real—Copilot’s a flop because Microsoft lacks the data, metadata, and enterprise security models to create real corporate intelligence. That is why Copilot is inaccurate, spills corporate data, and forces customers to build their own LLMs. Clippy 2.0, anyone? Meanwhile, Agentforce is transforming businesses now.” A Crowded Battlefield Other players are also entering the fray. Google is set to release its own AI agent in December 2024, while Anthropic recently unveiled a Computer Use API, further expanding its capabilities in this emerging field. With multiple entrants pushing the boundaries of agentic AI, the competition shows no signs of slowing down. OpenAI’s Vision for 2025 While details about Operator remain sparse, OpenAI CEO Sam Altman has hinted that the company is continually refining its models. During OpenAI’s annual Dev Day in October, Chief Product Officer Kevin Weil remarked: “I think 2025 is going to be the year that agentic systems finally hit the mainstream.” Despite the optimism, reports suggest that many leading AI companies, including OpenAI, Google, and Anthropic, are struggling to develop more advanced models. Challenges such as a lack of high-quality training data and resource constraints are cited as significant hurdles. The Road Ahead As the race to mainstream agentic AI systems intensifies, the stakes couldn’t be higher. With OpenAI’s Operator entering the fold alongside Google, Salesforce, Microsoft, and Anthropic, 2025 is shaping up to be a transformative year for AI. Whether Operator can live up to expectations—or if it will face the same scrutiny as its competitors—remains to be seen. 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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November 13, 2024in Data, Enterprise, Google, Salesforce0 Comments
Commerce Cloud and Agentic AI
12Nov

Gen X and Millennials Lead in Embracing Agentic AI

Gen X and Millennials Lead in Embracing Agentic AI: Salesforce Report Generation X and millennials are showing greater openness to adopting agentic artificial intelligence (AI), according to Salesforce’s State of the AI Connected Customer report. Agentic AI refers to autonomous agents capable of independently making decisions and performing tasks, learning and adapting from experiences without direct human supervision. This technology is making significant inroads across industries, with applications ranging from personalized recommendations and inventory management in retail to supply chain optimization in logistics. It also finds use in healthcare, finance, telecom, IT, and customer service. Generational Differences in AI Adoption The report highlights that millennials (57%) and Gen Xers (58%) in India are more inclined to embrace AI agents for faster and more proactive customer service compared to Gen Z (51%) and Baby Boomers (42%). These autonomous agents enhance customer experiences by delivering personalized and relevant content, which resonates more with the tech-savvy Gen X and millennial demographics. Who Are These Generations? Building Trust in the AI Era The report reveals a sharp decline in consumer trust, with trust levels at their lowest in eight years. Over half of the respondents feel companies are less trustworthy than a year ago and believe businesses mishandle customer data. Arun Parameswaran, SVP & Managing Director, Sales and Distribution at Salesforce India, emphasized the critical role of trust in AI strategies: “As we enter a new era of intelligent customer engagement, brands that prioritize trust in their AI strategies will be best positioned to deliver impactful, lasting connections.” Transparency, according to the report, is key to restoring consumer confidence in the AI-driven era. Companies that adopt responsible AI practices, particularly in the design and deployment of agentic AI, can foster stronger customer relationships. Global Perspective The findings are based on a survey of 15,015 consumers across India, Australia, Brazil, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, Norway, Singapore, Spain, Sweden, the UK, and the US. As businesses increasingly integrate agentic AI into their operations, understanding generational attitudes and prioritizing ethical AI practices will be essential for fostering trust and delivering exceptional customer experiences. 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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November 12, 2024in Artificial Intelligence, Data, Salesforce, Technology0 Comments
Enterprises are Adopting AI-powered Automation Platforms
12Nov

Enterprises are Adopting AI-powered Automation Platforms

The rapid pace of AI technological advancement is placing immense pressure on teams, often leading to disagreements due to the unrealistic expectations businesses have for the speed and agility of new technology implementation. A staggering 88% of IT professionals report that they are unable to keep up with the flood of AI-related requests within their organizations. Executives from UiPath, Salesforce, ServiceNow, and ManageEngine offer insights into how enterprises can navigate these challenges. Leading enterprises are adopting AI-powered automation platforms that understand, automate, and manage end-to-end processes. These platforms integrate seamlessly with existing enterprise technologies, using AI to reduce friction, eliminate inefficiencies, and enable teams to achieve business goals faster, with greater accuracy and efficiency. This year’s innovation drivers include tools such as Intelligent Document Processing, Communications Mining, Process and Task Mining, and Automated Testing. “Automation is the best path to deliver on AI’s potential, seamlessly integrating intelligence into daily operations, automating backend processes, upskilling employees, and revolutionizing industries,” says Mark Gibbs, EMEA President, UiPath. Jessica Constantinidis, Innovation Officer EMEA at ServiceNow, explains, “Intelligent Automation blends Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) with well-defined processes to automate decision-making outcomes.” “Hyperautomation provides a business-driven, disciplined approach that enterprises can use to make informed decisions quickly by analyzing process and data feedback within the organization,” adds Constantinidis. Thierry Nicault, AVP and General Manager at Salesforce Middle East, emphasizes that while companies are eager to embrace AI, the pace of change often leads to confusion and stifles innovation. He notes, “By deploying AI and Hyperintelligent Automation tools, organizations can enhance productivity, visibility, and operational transformation.” Automation is driving growth and innovation across industries. AI-powered tools are simplifying processes, improving business revenues, and contributing to economic diversification. Ramprakash Ramamoorthy, Director of AI Research at ManageEngine, highlights how Hyperintelligent Automation, powered by AI, uses tools like Natural Language Processing (NLP) and Intelligent Document Processing to detect anomalies, forecast business trends, and empower decision-making. The IT Pushback Despite enthusiasm for AI, IT professionals are raising concerns. A Salesforce survey revealed that 88% of IT professionals feel overwhelmed by the influx of AI-related requests, with many citing resource constraints, data security concerns, and data quality issues. Business stakeholders often have unrealistic expectations about how quickly new technologies can be implemented, creating friction. According to Constantinidis of ServiceNow, many organizations lack transparency across their business units, making it difficult to fully understand their processes. As a result, automating processes becomes challenging. She adds, “Before full hyperautomation is possible, issues like data validation, classification, and privacy must be prioritized.” Automation platforms need accurate data, and governance is crucial in managing what data is used for AI models. “You need AI skills to teach and feed the data, and you also need a data specialist to clean up your data lake,” Constantinidis explains. Gibbs from UiPath stresses that automation must be designed in collaboration with the business users who understand the processes and systems. Once deployed, a feedback loop ensures continuous improvement and refinement of automated workflows. Ramamoorthy from ManageEngine notes that adopting Hyperintelligent Automation alongside existing workflows poses challenges. Enterprises must evaluate their technology stack, considering the costs, skills required, and the potential benefits. Strategic Integration of AI and Automation To successfully implement Hyperintelligent Automation tools, enterprises need a blend of IT and business skills. Mark Gibbs of UiPath points out, “These skills ensure organizations can effectively implement, manage, and optimize hyperintelligent technologies, aligning them with organizational goals.” Salesforce’s Nicault adds, “Enterprises must empower both IT and business teams to embrace AI, fostering innovation while ensuring the technology delivers real value.” Business skills are equally crucial, including strategic planning, process analysis, and change management. Ramamoorthy emphasizes that these competencies help identify automation opportunities and align them with business goals. According to Bassel Khachfeh, Digital Solutions Manager at Omnix, automation must be implemented with a focus on regulatory and compliance needs specific to the industry. This approach ensures the technology supports future growth and innovation. Transforming Customer Experiences and Business Operations As automation evolves, it’s transforming not only back-end processes but also customer experiences and decision-making at every level. Constantinidis from ServiceNow explains that hyperintelligence enables enterprises to predict outcomes and avert crises by trusting AI’s data accuracy. Gibbs from UiPath adds that automation allows enterprises to unlock untapped opportunities, speeding up the transformation of manual processes and enhancing business efficiency. AI is already making an impact in areas like supply chain management, regulatory compliance, and customer-facing processes. Ramamoorthy of ManageEngine notes that AI-powered NLP is revolutionizing enterprise chatbots and document processing, enabling businesses to automate complex workflows like invoice handling and sentiment analysis. Khachfeh from Omnix highlights how Cognitive Automation platforms elevate RPA by integrating AI-driven capabilities, such as NLP and Optical Character Recognition (OCR), to further streamline operations. Looking Ahead Hyperintelligent Automation, driven by AI, is set to revolutionize industries by enhancing efficiency, driving innovation, and enabling smarter decision-making. Enterprises that strategically adopt these tools—by integrating IT and business expertise, prioritizing data governance, and continuously refining their automated workflows—will be best positioned to navigate the complexities of AI and achieve sustainable growth. 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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November 12, 2024in Agentforce Platform, Artificial Intelligence, Data, Enterprise, Salesforce, Technology0 Comments
Customer Service Week
12Nov

Customer Service Week

Engage Your Customer Service Team All Year — With Appreciation Recognizing your customer service team during National Customer Service Week (the first full week of October) is a great opportunity to show appreciation. But why limit it to one week, or to simple gestures like pastries or catered lunches? Your team works hard all year long! Here are four ways to show your customer service reps that you value their dedication and well-being every day. Why Customer Service Week Matters Customer Service Week is ainternational event dedicated to recognizing the essential role customer service reps play in delivering excellent customer experiences. With growing demands on reps, including handling more products and increasingly complex cases, it’s important to show appreciation and support. Our research shows that 69% of service leaders say rep attrition is a significant challenge, and more than half of reps experience burnout. Investing in your team can reduce turnover, prevent burnout, and improve overall customer satisfaction. Everyone deserves to be recognized for the contributions. Customer Service Week, Administrative Assistants Day, Best Boss Day — they all offer opportunities to focus on the good someone is doing in your organization and provide praise beyond a comment in a review or an attaboy. Here are four ways to make sure your reps feel supported during Customer Service Week—and all year long: 1. Foster Community Involvement Customer service reps often work around the clock to solve problems and assist customers. Connecting them with a supportive community can make all the difference, especially as AI continues to transform the customer service landscape. Encourage your reps to join Salesforce’s Serviceblazer Community, where they can gain new skills, connect with industry peers, and grow their careers. By fostering these connections, you show that you’re invested in their professional growth. As Serviceblazer Shonnah Hughes, VP at Salesforce, notes: “Your community helps you stay updated with the latest technology and enhances your skills, leading to career opportunities and personal growth.” Sean Lewis, principal solution consultant for Vicasso, shares that creating a dedicated Slack channel for best practices has improved customer service issue resolution and created a culture of gratitude. 2. Offer Professional Development Opportunities Invest in your team’s future by providing paid learning opportunities. Platforms like Salesforce’s Trailhead offer self-paced learning on a variety of topics, from communication skills to AI in customer service. Additionally, consider sponsoring team members for training courses, seminars, or workshops. This not only builds their skill sets but also shows you’re invested in their long-term success within the organization. You don’t have to send everyone to Dreamforce. But some of the smaller events might require less travel and more learning. If there isn’t a customer service Salesforce focused Meetup locally, sponsor one. Encourage networking. This might be where your next great employee is found. 3. Promote Skills Exchange Sessions Encourage skill-sharing among team members to build camaraderie and promote peer learning. Regularly schedule sessions where team members can teach one another valuable skills, such as how to leverage AI for writing customer responses or best practices for resolving complex cases. These sessions help create a collaborative work environment and enable the team to continuously improve. Record the sessions and add them to your Knowledge Base. Encourage staff to learn new skills to share. 4. Prioritize Health and Wellness Initiatives Supporting your team’s physical and mental health is key to maintaining productivity and morale. Consider introducing initiatives like fitness challenges, yoga sessions, or mental health workshops to reduce burnout and promote well-being. Offering access to wellness resources, gym memberships, or wellness stipends can also demonstrate your commitment to their overall health. Not only does the team appreciate these gestures, but helps them feel better all year long. 🔔🔔 Follow us on LinkedIn 🔔🔔 Ready to Put These Ideas into Action? A valued team is a highly motivated team. By implementing these four strategies—community involvement, professional development, skills exchanges, and wellness initiatives—you can show your customer service reps how much they mean to your organization. And the best part? You can engage and support them not just during Customer Service Week, but every day of the year—whether or not there are donuts involved. Salesforce provides a wide array of tools to help you with these four strategies. 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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November 12, 2024in Technology0 Comments
AI Won't Hurt Salesforce
12Nov

AI Won’t Hurt Salesforce

Marc Benioff Dismisses AI Threats, Sets Sights on a Billion AI Agents in One Year Salesforce CEO Marc Benioff has no doubts about the transformative potential of AI for enterprise software, particularly Salesforce itself. At the core of his vision are AI agents—autonomous software bots designed to handle routine tasks, freeing up human workers to focus on more strategic priorities. “What if your workforce had no limits? That’s a question we couldn’t even ask over the past 25 years of Salesforce—or the 45 years I’ve been in software,” Benioff said during an appearance on TechCrunch’s Equity podcast. The Billion-Agent Goal Benioff revealed that Salesforce’s recently launched Agentforce platform is already being adopted by “hundreds of customers” and aims to deploy a billion AI agents within a year. These agents are designed to handle tasks across industries—from enhancing customer experiences at retail brands like Gucci to assisting patients with follow-ups in healthcare. To illustrate, Benioff shared his experience with Disney’s virtual Private Tour Guides. “The AI agent analyzed park flow, ride history, and preferences, then guided me to attractions I hadn’t visited before,” he explained. Competition with Microsoft and the AI Landscape While Benioff is bullish on AI, he hasn’t hesitated to criticize competitors—particularly Microsoft. When Microsoft unveiled its new autonomous agents for Dynamics 365 in October, Benioff dismissed them as uninspired. “Copilot is the new Clippy,” he quipped, referencing Microsoft’s infamous virtual assistant from the 1990s. Benioff also cited Gartner research highlighting data security issues and administrative flaws in Microsoft’s AI tools, adding, “Copilot has disappointed so many customers. It’s not transforming companies.” However, industry skeptics argue that the real challenge to Salesforce isn’t Microsoft but the wave of AI-powered startups disrupting traditional enterprise software. With tools like OpenAI’s ChatGPT and Klarna’s in-house AI assistant “Kiki,” companies are starting to explore GenAI solutions that can replace legacy platforms like Salesforce altogether. For example, Klarna recently announced it was moving away from Salesforce and Workday, favoring GenAI tools that enable seamless, conversational interfaces and faster data access. Why Salesforce Is Positioned to Win Despite the noise, Benioff remains confident that Salesforce’s extensive data infrastructure gives it a significant edge. “We manage 230 petabytes of customer data with robust security and sharing models. That’s what allows AI to thrive in our ecosystem,” he said. While companies may question how other platforms like OpenAI handle data, Salesforce offers an integrated approach, reducing the need for complex data migrations to other clouds, such as Microsoft Azure. Salesforce’s Own Use of AI Benioff also highlighted Salesforce’s internal adoption of Agentforce, using AI agents in its customer service operations, sales processes, and help centers. “If you’re authenticated on help.salesforce.com, you’re already interacting with our agent,” he noted. AI Startups: Threat or Opportunity? As for concerns about AI startups overtaking Salesforce, Benioff sees them as acquisition opportunities rather than existential threats. “We’ve made over 60 acquisitions, many of them startups,” he said. He pointed to Agentforce itself, which was built using technology from Airkit.ai, a startup founded by a former Salesforce employee. Salesforce Ventures initially invested in Airkit.ai before acquiring and integrating it into its platform. The Path Forward Benioff is resolute in his belief that AI won’t hurt Salesforce—instead, it will revolutionize how businesses operate. While skeptics warn of a seismic shift in enterprise software, Benioff’s strategy is clear: lean into AI, leverage data, and stay agile through innovation and acquisitions. “We’re just getting started,” he concluded, reiterating his vision for a future where AI agents expand the possibilities of work and customer experience like never before. 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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November 12, 2024in Agentforce Platform, AI Tools, Data, Enterprise, Laws, Salesforce, Technology0 Comments
Snowflake Security and Development
12Nov

Snowflake Security and Development

Snowflake Unveils AI Development and Enhanced Security Features At its annual Build virtual developer conference, Snowflake introduced a suite of new capabilities focused on AI development and strengthened security measures. These enhancements aim to simplify the creation of conversational AI tools, improve collaboration, and address data security challenges following a significant breach earlier this year. AI Development Updates Snowflake announced updates to its Cortex AI suite to streamline the development of conversational AI applications. These new tools focus on enabling faster, more efficient development while ensuring data integrity and trust. Highlights include: These features address enterprise demands for generative AI tools that boost productivity while maintaining governance over proprietary data. Snowflake aims to eliminate barriers to data-driven decision-making by enabling natural language queries and easy integration of structured and unstructured data into AI models. According to Christian Kleinerman, Snowflake’s EVP of Product, the goal is to reduce the time it takes for developers to build reliable, cost-effective AI applications: “We want to help customers build conversational applications for structured and unstructured data faster and more efficiently.” Security Enhancements Following a breach last May, where hackers accessed customer data via stolen login credentials, Snowflake has implemented new security features: These additions come alongside existing tools like the Horizon Catalog for data governance. Kleinerman noted that while Snowflake’s previous security measures were effective at preventing unauthorized access, the company recognizes the need to improve user adoption of these tools: “It’s on us to ensure our customers can fully leverage the security capabilities we offer. That’s why we’re adding more monitoring, insights, and recommendations.” Collaboration Features Snowflake is also enhancing collaboration through its new Internal Marketplace, which enables organizations to share data, AI tools, and applications across business units. The Native App Framework now integrates with Snowpark Container Services to simplify the distribution and monetization of analytics and AI products. AI Governance and Competitive Position Industry analysts highlight the growing importance of AI governance as enterprises increasingly adopt generative AI tools. David Menninger of ISG’s Ventana Research emphasized that Snowflake’s governance-focused features, such as LLM observability, fill a critical gap in AI tooling: “Trustworthy AI enhancements like model explainability and observability are vital as enterprises scale their use of AI.” With these updates, Snowflake continues to compete with Databricks and other vendors. Its strategy focuses on offering both API-based flexibility for developers and built-in tools for users seeking simpler solutions. By combining innovative AI development tools with robust security and collaboration features, Snowflake aims to meet the evolving needs of enterprises while positioning itself as a leader in the data platform and AI space. 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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November 12, 2024in AI Tools, Data, Enterprise, Generative AI, Snowflake0 Comments
AI Research Agents
11Nov

AI Research Agents

AI Research Agents: Transforming Knowledge Discovery by 2025 (Plus the Top 3 Free Tools) The research world is on the verge of a groundbreaking shift, driven by the evolution of AI research agents. By 2025, these agents are expected to move beyond being mere tools to becoming transformative assets for knowledge discovery, revolutionizing industries such as marketing, science, and beyond. Human researchers are inherently limited—they cannot scan 10,000 websites in an hour or analyze data at lightning speed. AI agents, however, are purpose-built for these tasks, providing efficiency and insights far beyond human capabilities. Here, we explore the anticipated impact of AI research agents and highlight three free tools redefining this space (spoiler alert: it’s not ChatGPT or Perplexity!). AI Research Agents: The New Era of Knowledge Exploration By 2030, the AI research market is projected to skyrocket from .1 billion in 2024 to .1 billion. This explosive growth represents not just advancements in AI but a fundamental transformation in how knowledge is gathered, analyzed, and applied. Unlike traditional AI systems, which require constant input and supervision, AI research agents function more like dynamic research assistants. They adapt their approach based on outcomes, handle vast quantities of data, and generate actionable insights with remarkable precision. Key Differentiator: These agents leverage advanced Retrieval Augmented Generation (RAG) technology, ensuring accuracy by pulling verified data from trusted sources. Equipped with anti-hallucination algorithms, they maintain factual integrity while citing their sources—making them indispensable for high-stakes research. The Technology Behind AI Research Agents AI research agents stand out due to their ability to: For example, an AI agent can deliver a detailed research report in 30 minutes, a task that might take a human team days. Why AI Research Agents Matter Now The timing couldn’t be more critical. The volume of data generated daily is overwhelming, and human researchers often struggle to keep up. Meanwhile, Google’s focus on Experience, Expertise, Authoritativeness, and Trustworthiness (EEAT) has heightened the demand for accurate, well-researched content. Some research teams have already reported time savings of up to 70% by integrating AI agents into their workflows. Beyond speed, these agents uncover perspectives and connections often overlooked by human researchers, adding significant value to the final output. Top 3 Free AI Research Tools 1. Stanford STORM Overview: STORM (Synthesis of Topic Outlines through Retrieval and Multi-perspective Question Asking) is an open-source system designed to generate comprehensive, Wikipedia-style articles. Learn more: Visit the STORM GitHub repository. 2. CustomGPT.ai Researcher Overview: CustomGPT.ai creates highly accurate, SEO-optimized long-form articles using deep Google research or proprietary databases. Learn more: Access the free Streamlit app for CustomGPT.ai. 3. GPT Researcher Overview: This open-source agent conducts thorough research tasks, pulling data from both web and local sources to produce customized reports. Learn more: Visit the GPT Researcher GitHub repository. The Human-AI Partnership Despite their capabilities, AI research agents are not replacements for human researchers. Instead, they act as powerful assistants, enabling researchers to focus on creative problem-solving and strategic thinking. Think of them as tireless collaborators, processing vast amounts of data while humans interpret and apply the findings to solve complex challenges. Preparing for the AI Research Revolution To harness the potential of AI research agents, researchers must adapt. Universities and organizations are already incorporating AI training into their programs to prepare the next generation of professionals. For smaller labs and institutions, these tools present a unique opportunity to level the playing field, democratizing access to high-quality research capabilities. Looking Ahead By 2025, AI research agents will likely reshape the research landscape, enabling cross-disciplinary breakthroughs and empowering researchers worldwide. From small teams to global enterprises, the benefits are immense—faster insights, deeper analysis, and unprecedented innovation. As with any transformative technology, challenges remain. But the potential to address some of humanity’s biggest problems makes this an AI revolution worth embracing. Now is the time to prepare and make the most of these groundbreaking tools. 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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November 11, 2024in Data, Enterprise, Google, Technology0 Comments
healthcare Can prioritize ai governance
11Nov

Healthcare Can Prioritize AI Governance

As artificial intelligence gains momentum in healthcare, it’s critical for health systems and related stakeholders to develop robust AI governance programs. AI’s potential to address challenges in administration, operations, and clinical care is drawing interest across the sector. As this technology evolves, the range of applications in healthcare will only broaden.

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November 11, 2024in AI Tools, Artificial Intelligence, Data, Generative AI, Laws, Life Sciences Cloud, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Technology0 Comments

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