Generative AI - gettectonic.com - Page 8
Data Cloud and Autonomous Agents
25Sep

Data Cloud and Autonomous Agents

Salesforce is building momentum with Data Cloud, the heartbeat of its platform and foundation for Agentforce, fueled by strong business demand for unified data to deliver personalized, contextually relevant, and timely customer experiences across its Customer 360 applications, Flow, analytics, and Agentforce—Salesforce’s groundbreaking suite of autonomous AI agents. This week, Salesforce unveiled a major pivot in its AI strategy during its annual Dreamforce conference. The company is introducing AI tools that can handle tasks without human supervision, alongside a new pricing model. Customers will now pay US per conversation held by Salesforce’s new AI “agents,” which are designed to manage tasks such as customer service and scheduling sales meetings autonomously. This shift in strategy reflects Salesforce’s forward-thinking approach to AI and its potential to transform not only technology but also business models. By focusing on AI agents, Salesforce is responding to a market demand for increased workforce capacity without the need for full-time hires or gig workers—a point emphasized by CEO Marc Benioff during his keynote speech. Building on its predictive Einstein platform, Agentforce represents Salesforce’s next step in AI evolution. “Think of it as the next evolution of our AI wave,” said Muralidhar Krishnaprasad, Salesforce’s president and CTO. “We had AI wave one with Einstein’s predictive capabilities, AI wave two with generative AI copilots, and now we’re entering the age of agents.” Agentforce is designed to augment work by handling tasks across platforms, leveraging Salesforce’s Data Cloud to channel structured and unstructured data into agentic experiences. These agents, powered by the Atlas reasoning engine, use dynamic plans and Retrieval-Augmented Generation (RAG) techniques to address real-time customer questions and deliver actionable insights. Salesforce’s AI agents can operate autonomously, supporting businesses by handling a range of customer interactions and tasks with minimal human intervention. Adding to the AI-driven innovations, Salesforce introduced several new Data Cloud advancements that further enhance an organization’s ability to transform customer experiences using data and AI. These include: Data Cloud continues to drive impressive growth, with a 130% YoY increase in paid customers, processing 2.3 quadrillion records in the second quarter alone. Customers like The Adecco Group, Aston Martin, and Air India rely on Data Cloud to unify their data and deliver personalized, real-time customer experiences. For example, Air India uses Data Cloud to integrate data across its loyalty, reservations, and flight systems, allowing it to manage over 550,000 service cases each month. As AI reshapes the industry, Salesforce’s pivot to autonomous agents and a conversation-based pricing model shows its commitment to leading the charge in enterprise AI adoption, with Data Cloud as its driving force. Despite some software vendors struggling to capitalize on AI advancements, Salesforce’s new model positions it to thrive in a market where AI’s impact is just beginning to unfold. 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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September 25, 2024in AI Tools, Data, Enterprise, Generative AI, Salesforce, Technology
Agentforce - AI's New Role in Sales and Service
23Sep

Agentforce – AI’s New Role in Sales and Service

From Science Fiction to Reality: AI’s Game-Changing Role in Service and Sales AI for service and sales has reached a critical tipping point, driving rapid innovation. At Dreamforce in San Francisco, hosted by Salesforce we explored how Salesforce clients are leveraging CRM, Data Cloud, and AI to extract real business value from their Salesforce investments. In previous years, AI features branded under “Einstein” had been met with skepticism. These features, such as lead scoring, next-best-action suggestions for service agents, and cross-sell/upsell recommendations, often required substantial quality data in the CRM and knowledge base to be effective. However, customer data was frequently unreliable, with duplicate records and missing information, and the Salesforce knowledge base was underused. Building self-service capabilities with chatbots was also challenging, requiring accurate predictions of customer queries and well-structured decision trees. This year’s Dreamforce revealed a transformative shift. The advancements in AI, especially for customer service and sales, have become exceptionally powerful. Companies now need to take notice of Salesforce’s capabilities, which have expanded significantly. Agentforce – AI’s New Role in Sales and Service Some standout Salesforce features include: At Dreamforce, we participated in a workshop where they built an AI agent capable of responding to customer cases using product sheets and company knowledge within 90 minutes. This experience demonstrated how accessible AI solutions have become, no longer requiring developers or LLM experts to set up. The key challenge lies in mapping external data sources to a unified data model in Data Cloud, but once achieved, the potential for customer service and sales is immense. How AI and Data Integrate to Transform Service and Sales Businesses can harness the following integrated components to build a comprehensive solution: Real-World Success and AI Implementation OpenTable shared a successful example of building an AI agent for its app in just two months, using a small team of four. This was a marked improvement from the company’s previous chatbot projects, highlighting the efficiency of the latest AI tools. Most CEOs of large enterprises are exploring AI strategies, whether by developing their own LLMs or using pre-existing models. However, many of these efforts are siloed, and engineering costs are high, leading to clunky transitions between AI and human agents. Tectonic is well-positioned to help our clients quickly deploy AI-powered solutions that integrate seamlessly with their existing CRM and ERP systems. By leveraging AI agents to streamline customer interactions, enhance sales opportunities, and provide smooth handoffs to human agents, businesses can significantly improve customer experiences and drive growth. Tectonic is ready to help businesses achieve similar success with AI-driven innovation. 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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September 23, 2024in Agentforce Platform, AI Tools, Data, Enterprise, Generative AI, Google, Marketing Automation, Salesforce, Salesforce Financial Services Solutions, Salesforce for Nonprofits, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Public Sector Solutions, Snowflake
Oracle Advertising Sundown
23Sep

Oracle Advertising Sundown

Oracle Shifts Focus to B2B CX, Introduces New Fusion Cloud Features Despite winding down its online advertising products, Oracle is doubling down on its investment in customer experience (CX) technology, particularly in enabling B2B buying and supporting subscription and consumption models. During the Oracle CloudWorld conference on Wednesday, the company unveiled new capabilities for its Fusion Cloud Customer Experience and Unity Customer Data Platform. These enhancements empower Oracle CX users to analyze customer profiles to assemble B2B buying teams, leverage generative AI tools like native analytics, and utilize industry-specific accelerators to speed up the adoption of customer data tools. Key features include the ability to create self-service sites for individual accounts, enabling customers to review and summarize contracts using generative AI, receive quotes, and renew subscriptions. Other features enhance “assisted buying experiences,” blending self-service and human interaction, while tools like account onboarding and AI-powered email drafting simplify full-service sales processes. Subscription models, though still in their early stages for B2B, offer a streamlined alternative to traditional procurement processes. As Liz Miller, an analyst at Constellation Research, noted, subscription-based buying is easier and quicker, avoiding the lengthy procurement cycles many B2B buyers are familiar with. “The pain of traditional B2B buying is still fresh in everyone’s mind,” she said. Oracle Advertising Shuts Down Oracle’s advertising product support will end on September 30, as confirmed by CEO Safra Catz during the company’s June earnings call. The Oracle Advertising Data Management Platform (DMP), built from its BlueKai acquisition, is being retired, following in the footsteps of Salesforce, which discontinued its Audience Studio in 2021. Despite Oracle winding down its ad platform, this move shouldn’t be seen as a shift away from customer experience. Oracle founder Larry Ellison remains deeply involved in shaping the company’s CX strategy, with a focus on marketing tools and Apex low-code platforms, said Rob Pinkerton, Oracle’s senior vice president. Oracle’s modernized CX suite, built on the Fusion Cloud platform, has evolved significantly in recent years, though questions remain about whether it’s too late to regain market share. “Oracle as a CX platform has fallen off the radar for many buyers,” said Miller, adding that customers are no longer debating between Oracle, Microsoft, and Salesforce in the CX space. New Industry-Specific Tools for CX Oracle has also expanded its CX platform with industry-specific tools designed to accelerate the adoption of its customer data platform (CDP) across sectors such as high tech, manufacturing, professional services, telecommunications, utilities, financial services, travel, and retail. According to Rebecca Wettemann, CEO of research firm Valoir, Oracle’s Fusion platform has matured significantly and now supports the complexity of modern customer needs. Wettemann highlighted how common components like customer interaction summaries can be adapted for multiple industries, delivering faster results than traditional applications. Oracle’s Clinical Digital Assistant is one such example of this approach, illustrating the platform’s versatility and AI-driven enhancements. With these developments, Oracle continues to refine its CX offerings to better meet the unique demands of B2B customers, providing tools that streamline operations and enhance customer experiences across various industries. 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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September 23, 2024in Generative AI
Key Sales Statistics and Trends
23Sep

Sales Statistics and Trends

Key Sales Statistics and Trends Sales professionals often face a rapidly evolving industry, with constant changes to navigate. The key to successfully maneuvering through these shifts is a deep understanding of sales data and trends. Here’s a detailed look at the current state of sales, highlighting both opportunities and challenges. Key Sales Statistics and Trends. Revenue Growth Trends Sales Challenges AI and Data Insights Enablement and Training Employee Experience For more insights and detailed statistics, download the full State of Sales Report from Salesforce. 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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September 23, 2024in Generative AI
Open AI Update
23Sep

Open AI Update

OpenAI has established itself as a leading force in the generative AI space, with its ChatGPT being one of the most widely recognized AI tools. Powered by the GPT series of large language models (LLMs), as of September 2024, ChatGPT primarily uses GPT-4o and GPT-3.5. This insight provides an Open AI Update. In August and September 2024, rumors circulated about a new model from OpenAI, codenamed “Strawberry.” Initially, it was unclear if this model would be a successor to GPT-4o or something entirely different. On September 12, 2024, the mystery was resolved with the official launch of OpenAI’s o1 models, including o1-preview and o1-mini. What is OpenAI o1? OpenAI o1 is a new family of LLMs optimized for advanced reasoning tasks. Unlike earlier models, o1 is designed to improve problem-solving by reasoning through queries rather than just generating quick responses. This deeper processing aims to produce more accurate answers to complex questions, particularly in fields like STEM (science, technology, engineering, and mathematics). The o1 models, currently available in preview form, are intended to provide a new type of LLM experience beyond what GPT-4o offers. Like all OpenAI LLMs, the o1 series is built on transformer architecture and can be used for tasks such as content summarization, new content generation, question answering, and writing code. Key Features of OpenAI o1 The standout feature of the o1 models is their ability to engage in multistep reasoning. By adopting a “chain-of-thought” approach, o1 models break down complex problems and reason through them iteratively. This makes them particularly adept at handling intricate queries that require a more thoughtful response. The initial September 2024 launch included two models: Use Cases for OpenAI o1 The o1 models can perform many of the same functions as GPT-4o, such as answering questions, summarizing content, and generating text. However, they are particularly suited for tasks that benefit from enhanced reasoning, including: Availability and Access The o1-preview and o1-mini models are available to users of ChatGPT Plus and Team as of September 12, 2024. OpenAI plans to extend access to ChatGPT Enterprise and Education users starting September 19, 2024. While free ChatGPT users do not have access to these models at launch, OpenAI intends to introduce o1-mini to free users in the future. Developers can also access the models through OpenAI’s API, and third-party platforms such as Microsoft Azure AI Studio and GitHub Models offer integration. Limitations of OpenAI o1 As preview models, o1 comes with certain limitations: Enhancing Safety with OpenAI o1 To ensure safety, OpenAI released a System Card that outlines how the o1 models were evaluated for risks like cybersecurity threats, persuasion, and model autonomy. The o1 models improve safety through: GPT-4o vs. OpenAI o1 Here’s a quick comparison between GPT-4o and OpenAI’s new o1 models: Feature GPT-4o o1 Models Release Date May 13, 2024 Sept. 12, 2024 Model Variants Single model Two variants: o1-preview and o1-mini Reasoning Capabilities Good Enhanced, especially for STEM fields Mathematics Olympiad Score 13% 83% Context Window 128K tokens 128K tokens Speed Faster Slower due to in-depth reasoning Cost (per million tokens) Input: $5; Output: $15 o1-preview: $15 input, $60 output; o1-mini: $3 input, $12 output Safety and Alignment Standard Enhanced safety, better jailbreak resistance OpenAI’s o1 models bring a new level of reasoning and accuracy, making them a promising advancement in generative AI. 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 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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September 23, 2024in AI Tools, Data, Generative AI, Technology
Dreamforce 24 Insights
23Sep

Dreamforce 24 Insights

Three Key Insights You Might Have Missed from Dreamforce ’24 In today’s digital-driven world, interconnected systems are commonplace and essential, making platform integration and unified operations critical. As AI becomes more central, technologies like Salesforce Agentforce AI are drawing increased attention. At Dreamforce ’24, automation and AI were the event’s stars, particularly Salesforce’s plans for Agentforce AI. Dreamforce 24 Insights. Here are three key insights from Dreamforce ’24 that you might have missed: 1. Salesforce’s Automation Plans Could Reshape Its Future Salesforce has a solid reputation for business automation, but now, with agentic systems entering the picture, the company is looking at a transformative opportunity. John Furrier of theCUBE noted during Dreamforce, “Salesforce is positioned to use generative AI to simplify complexity and reduce the steps required to get things done.” As Salesforce integrates generative AI, the emphasis on securing and utilizing data becomes paramount. Christophe Bertrand of theCUBE pointed out that many organizations are not fully utilizing their data. The introduction of Agentforce AI, which aims to leverage this untapped potential, could bring automation to new heights and fundamentally transform how businesses operate. 2. Salesforce Agentforce AI Aims to Integrate Seamlessly Into Business Workflows A major focus of Dreamforce was Salesforce’s new AI offering—Agentforce. According to Muralidhar Krishnaprasad, Salesforce’s CTO, this represents the next stage of AI for the company. While earlier efforts focused on predictive AI (Einstein) and generative AI copilots, Agentforce moves toward more autonomous AI agents. “Our platform will be one of the most comprehensive for agent development,” Krishnaprasad explained. He highlighted that Agentforce will allow businesses to deploy AI agents across various functions—advertising, sales, service, and analytics—creating a seamless AI-driven ecosystem within the Salesforce platform. David Schmaier, president and CPO of Salesforce, added that Agentforce will transform customer interactions by integrating AI agents with Salesforce Data Cloud to deliver more personalized and efficient experiences. 3. Strategic Partnerships Are Streamlining Business and Enhancing Customer Solutions At Dreamforce, partnerships played a key role in Salesforce’s strategy for the future. A collaboration between Salesforce and AWS is streamlining procurement for joint customers through AWS Marketplace. This partnership allows companies to optimize their spend management and simplify the purchasing process for Salesforce products. IBM is also leveraging Agentforce to drive new outcomes through watsonx Orchestrate, as Nick Otto, IBM’s head of global strategic partnerships, explained. Automation and orchestration have been focal points for both IBM and Salesforce. Another partnership with Canva showcased AI-driven data autofill capabilities that integrate with Salesforce CRM. This allows sales teams to create personalized presentations at scale, automating workflows and increasing efficiency, as noted by Canva’s Chief Customer Officer, Rob Giglio. These insights from Dreamforce ’24 highlight the growing importance of AI, automation, and strategic partnerships in shaping the future of business operations with Salesforce at the forefront. 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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September 23, 2024in Data, Generative AI, Salesforce, Salesforce Data Cloud
Tableau Einstein is Here
22Sep

Tableau Einstein is Here

Tableau Einstein marks a new chapter for Tableau, transforming the analytics experience by moving beyond traditional reports and dashboards to deliver insights directly within the flow of a user’s work. This new AI-powered analytics platform blends existing Tableau and Salesforce capabilities with innovative features designed to revolutionize how users engage with data. The platform is built around four key areas: autonomous insight delivery through AI, AI-assisted development of a semantic layer, real-time data access, and a marketplace for data and AI products, allowing customers to personalize their Tableau experience. Some features, like Tableau Pulse and Tableau Agent, which provide autonomous insights, are already available. Additional tools, such as Tableau Semantics and a marketplace for AI products, are expected to launch in 2025. Access to Tableau Einstein is provided through a Tableau+ subscription, though pricing details remain private. Since being acquired by Salesforce in 2019, Tableau has shifted its focus toward AI, following the trend of many analytics vendors. In February, Tableau introduced Tableau Pulse, a generative AI-powered tool that delivers insights in natural language. In July, it also rolled out Tableau Agent, an AI assistant to help users prepare and analyze data. With AI at its core, Tableau Einstein reflects deeper integration between Tableau and Salesforce. David Menninger, an analyst at Ventana Research, commented that these new capabilities represent a meaningful step toward true integration between the two platforms. Donald Farmer, founder of TreeHive Strategy, agrees, highlighting that while the robustness of Tableau Einstein’s AI capabilities compared to its competitors remains to be seen, the platform offers more than just incremental add-ons. “It’s an impressive release,” he remarked. A Paradigm Shift in Analytics A significant aspect of Tableau Einstein is its agentic nature, where AI-powered agents deliver insights autonomously, without user prompts. Traditionally, users queried data and analyzed reports to derive insights. Tableau Einstein changes this model by proactively providing insights within the workflow, eliminating the need for users to formulate specific queries. The concept of autonomous insights, represented by tools like Tableau Pulse and Agentforce for Tableau, allows businesses to build autonomous agents that deliver actionable data. This aligns with the broader trend in analytics, where the market is shifting toward agentic AI and away from dashboard reliance. Menninger noted, “The market is moving toward agentic AI and analytics, where agents, not dashboards, drive decisions. Agents can act on data rather than waiting for users to interpret it.” Farmer echoed this sentiment, stating that the integration of AI within Tableau is intuitive and seamless, offering a significantly improved analytics experience. He specifically pointed out Tableau Pulse’s elegant design and the integration of Agentforce AI, which feels deeply integrated rather than a superficial add-on. Core Features and Capabilities One of the most anticipated features of Tableau Einstein is Tableau Semantics, a semantic layer designed to enhance AI models by enabling organizations to define and structure their data consistently. Expected to be generally available by February 2025, Tableau Semantics will allow enterprises to manage metrics, data dimensions, and relationships across datasets with the help of AI. Pre-built metrics for Salesforce data will also be available, along with AI-driven tools to simplify semantic layer management. Tableau is not the first to offer a semantic layer—vendors like MicroStrategy and Looker have similar features—but the infusion of AI sets Tableau’s approach apart. According to Tableau’s chief product officer, Southard Jones, AI makes Tableau’s semantic layer more agile and user-friendly compared to older, labor-intensive systems. Real-time data integration is another key component of Tableau Einstein, made possible through Salesforce’s Data Cloud. This integration enables Tableau users to securely access and combine structured and unstructured data from hundreds of sources without manual intervention. Unstructured data, such as text and images, is critical for comprehensive AI training, and Data Cloud allows enterprises to use it alongside structured data efficiently. Additionally, Tableau Einstein will feature a marketplace launching in mid-2025, which will allow users to build a composable infrastructure. Through APIs, users will be able to personalize their Tableau environment, share AI assets, and collaborate across departments more effectively. Looking Forward As Tableau continues to build on its AI-driven platform, Menninger and Farmer agree that the vendor’s move toward agentic AI is a smart evolution. While Tableau’s current capabilities are competitive, Menninger noted that the platform doesn’t necessarily set Tableau apart from competitors like Qlik, MicroStrategy, or Microsoft Fabric. However, the tight integration with Salesforce and the focus on agentic AI may provide Tableau with a short-term advantage in the fast-changing analytics landscape. Farmer added that Tableau Einstein’s autonomous insight generation feels like a significant leap forward for the platform. “Tableau has done great work in creating an agentic experience that feels, for the first time, like the real deal,” he said. Looking ahead, Tableau’s roadmap includes a continued focus on agentic AI, with the goal of providing each user with their own personal analyst. “It’s not just about productivity,” said Jones. “It’s about changing the value of what can be delivered.” Menninger concluded that Tableau’s shift away from dashboards is a reflection of where business intelligence is headed. “Dashboards, like data warehouses, don’t solve problems on their own. What matters is what you do with the information,” he said. “Tableau’s push toward agentic analytics and collaborative decision-making is the right move for its users and the market as a whole.” 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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September 22, 2024in Data, Enterprise, Generative AI, Salesforce
chatGPT open ai 01
21Sep

ChatGPT Open AI o1

OpenAI has firmly established itself as a leader in the generative AI space, with its ChatGPT being one of the most well-known applications of AI today. Powered by the GPT family of large language models (LLMs), ChatGPT’s primary models, as of September 2024, are GPT-4o and GPT-3.5. In August and September 2024, rumors surfaced about a new model from OpenAI, codenamed “Strawberry.” Speculation grew as to whether this was a successor to GPT-4o or something else entirely. The mystery was resolved on September 12, 2024, when OpenAI launched its new o1 models, including o1-preview and o1-mini. What Is OpenAI o1? The OpenAI o1 family is a series of large language models optimized for enhanced reasoning capabilities. Unlike GPT-4o, the o1 models are designed to offer a different type of user experience, focusing more on multistep reasoning and complex problem-solving. As with all OpenAI models, o1 is a transformer-based architecture that excels in tasks such as content summarization, content generation, coding, and answering questions. What sets o1 apart is its improved reasoning ability. Instead of prioritizing speed, the o1 models spend more time “thinking” about the best approach to solve a problem, making them better suited for complex queries. The o1 models use chain-of-thought prompting, reasoning step by step through a problem, and employ reinforcement learning techniques to enhance performance. Initial Launch On September 12, 2024, OpenAI introduced two versions of the o1 models: Key Capabilities of OpenAI o1 OpenAI o1 can handle a variety of tasks, but it is particularly well-suited for certain use cases due to its advanced reasoning functionality: How to Use OpenAI o1 There are several ways to access the o1 models: Limitations of OpenAI o1 As an early iteration, the o1 models have several limitations: How OpenAI o1 Enhances Safety OpenAI released a System Card alongside the o1 models, detailing the safety and risk assessments conducted during their development. This includes evaluations in areas like cybersecurity, persuasion, and model autonomy. The o1 models incorporate several key safety features: GPT-4o vs. OpenAI o1: A Comparison Here’s a side-by-side comparison of GPT-4o and OpenAI o1: Feature GPT-4o o1 Models Release Date May 13, 2024 Sept. 12, 2024 Model Variants Single Model Two: o1-preview and o1-mini Reasoning Capabilities Good Enhanced, especially in STEM fields Performance Benchmarks 13% on Math Olympiad 83% on Math Olympiad, PhD-level accuracy in STEM Multimodal Capabilities Text, images, audio, video Primarily text, with developing image capabilities Context Window 128K tokens 128K tokens Speed Fast Slower due to more reasoning processes Cost (per million tokens) Input: $5; Output: $15 o1-preview: $15 input, $60 output; o1-mini: $3 input, $12 output Availability Widely available Limited to specific users Features Includes web browsing, file uploads Lacks some features from GPT-4o, like web browsing Safety and Alignment Focus on safety Improved safety, better resistance to jailbreaking ChatGPT Open AI o1 OpenAI o1 marks a significant advancement in reasoning capabilities, setting a new standard for complex problem-solving with LLMs. With enhanced safety features and the ability to tackle intricate tasks, o1 models offer a distinct upgrade over their predecessors. 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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September 21, 2024in Data, Enterprise, Generative AI
Agentforce and Thinking AI
21Sep

Agentforce and Thinking AI

Agentforce is how humans with AI drive customer success together, equips organizations with autonomous agents that boost scale, efficiency, and satisfaction across service, sales, marketing, commerce, and more New Agentforce Atlas Reasoning Engine autonomously analyzes data, makes decisions, and completes tasks, providing reliable and accurate results With Agentforce, any organization can build, customize, and deploy their own agents quickly and easily, with low-code tools New Agentforce Partner Network allows customers to deploy pre-built agents and use agent actions from partners like Amazon Web Services, Google, IBM, Workday, and more Customers like OpenTable, Saks, and Wiley are turning to Agentforce because it is integrated with their apps, works across customer channels, augments their employees, and scales capacity for business needs SAN FRANCISCO — September 12, 2024 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, today unveiled Agentforce, a groundbreaking suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and customer satisfaction. Agentforce enables companies to scale their workforces on demand with a few clicks. Agentforce’s limitless digital workforce of AI agents can analyze data, make decisions, and take action on tasks like answering customer service inquiries, qualifying sales leads, and optimizing marketing campaigns. With Agentforce, any organization can easily build, customize, and deploy their own agents for any use case across any industry. The future of AI is agents, and it’s here. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” MARC BENIOFF, CHAIR, CEO & CO-FOUNDER, SALESFORCE “Agentforce represents the Third Wave of AI—advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success. Unlike other platforms, Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint,” said Marc Benioff, Chair and CEO, Salesforce. “While others require you to DIY your AI, Agentforce offers a fully tailored, enterprise-ready platform designed for immediate impact and scalability. With advanced security features, compliance with industry standards, and unmatched flexibility. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” In contrast to now-outdated copilots and chatbots that rely on human requests and struggle with complex or multi-step tasks, Agentforce offers a new level of sophistication by operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention. Like a self-driving car, Agentforce uses real-time data to adapt to changing conditions and operates independently within an organizations’ customized guardrails, ensuring every customer interaction is informed, relevant, and valuable. And when desired, Agentforce seamlessly hands off to human employees with a summary of the interaction, an overview of the customer’s details, and recommendations for what to do next. Industry leaders like OpenTable, Saks, and Wiley are already experiencing the transformative power of Agentforce. For example, Agentforce is helping organizations like Wiley provide customers with dynamic, conversational self-service. Agentforce is configured to answer questions using Wiley’s knowledge base already built into Salesforce so it can automatically resolve account access. It also triages registration and payment issues, directing customers to the appropriate resources. With Agentforce handling routine inquiries, Wiley has seen an over 40% increase in case resolution, outperforming their old chatbot and giving their human agents more time to focus on complex cases. Why it Matters An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report. Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted. Agentforce provides relief to overstretched teams with its ability to scale capacity on demand so humans can focus on higher-touch, higher-value, and more strategic outcomes. The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. Supporting Customer Quotes “Piloting Agentforce has made a noticeable difference during one of our busiest periods — back-to-school season. It’s been exciting to go live with our first agent thanks to the no-code builder, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.” – Kevin Quigley, Senior Manager, Continuous Improvement, Wiley “Every interaction that restaurants and diners have with our support team must be accurate, fast, and reflective of the hospitality that restaurants show their guests. Agentforce has incredible potential to help us deliver that high touch attentiveness and support while significantly freeing up our team to address more complex needs.” – George Pokorny, SVP Customer Success, OpenTable “As we advance our personalization strategy, we believe Agentforce and its AI-powered capabilities have the potential to make a real impact on our approach to customer engagement, raising the bar in luxury retail. Agentforce will improve our effectiveness across customer touchpoints, empowering our employees and augmenting their ability to deliver the elevated and more individualized shopping experiences for which Saks is known.” – Mike Hite, Chief Technology Officer, Saks Global 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

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September 21, 2024in Data, Enterprise, Generative AI, Google, Salesforce, Technology
Thoughts on Workday With Illuminate
20Sep

Thoughts on Workday With Illuminate

Workday Expands AI Across HR and Finance Platforms with ‘Illuminate’ Workday is significantly enhancing its AI capabilities within its HR and finance platforms through a new set of updates called Illuminate. These updates aim to improve automation and increase productivity by embedding AI more broadly across various HR processes. From routine tasks like content generation to complex problem-solving, Workday’s AI now identifies inefficiencies in HR workflows and offers recommendations for improvement. Thoughts on Workday With Illuminate follow. A key feature of Illuminate is a series of AI agents designed to assist in areas such as succession planning. These agents can suggest internal candidates that HR teams might overlook, helping organizations identify potential leaders within their workforce. During a press briefing ahead of the Workday Rising conference, TechTarget asked if the AI agent used in succession planning could fully capture the intricacies of the employee experience and assess leadership potential. David Somers, Chief Product Officer at Workday, acknowledged the sensitivity of succession planning but emphasized that AI is used to augment—not replace—human decision-making. The agents provide recommendations, while the final hiring decisions still involve talent acquisition professionals and interview panels. Workday’s updates include tools for a wide range of tasks, from content summarization to more advanced capabilities such as detecting bottlenecks in onboarding processes and suggesting optimizations. “These AI agents will streamline common business workflows, boosting productivity and freeing up users to focus on strategic, meaningful work,” Somers explained. While AI has long been part of Workday’s offerings, generative AI is now driving rapid transformation in HR practices. Workday’s Illuminate platform combines data with contextual insights, offering features like compensation data tailored to a company’s specific information. Users can access these AI capabilities through Workday Assistant, a generative AI chatbot that integrates with Microsoft Teams and Slack. This tool will be generally available early next year, making it easier for teams to interact with Workday’s AI-powered systems. HR industry expert Josh Bersin sees Workday’s Illuminate as part of a broader trend of AI agents in the HR space, similar to SAP’s Joule. He believes Workday’s new AI agents will be a major focus for the company, though building out all the necessary Workday transactions into these tools will take time. Bersin does not foresee trust issues among Workday users regarding Illuminate, noting that the platform isn’t open to non-Workday data, which limits concerns around data security. Bersin’s own AI assistant, Galileo, is also expected to integrate with Workday’s platform in the future, further enhancing its capabilities. rativAccording to recent Gartner surveys from March and June, the majority of HR leaders are adopting AI in their organizations. Only 15% of respondents indicated they had no plans to incorporate generative AI into their HR processes, signaling widespread acceptance of AI tools like those Workday is rolling out with Illuminate. 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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September 20, 2024in AI Tools, Data, Generative AI
Critical Field Service Challenges with Connected Data and AI
20Sep

Critical Field Service Challenges with Connected Data and AI

Set Up for Success: Tackling Critical Field Service Challenges with Connected Data and AI Today’s customers demand faster, more personalized service, and field service is no exception. Research shows that 74% of mobile workers report that customer expectations have risen, with 73% noting an increased demand for a personal touch. This is shaping key trends in the field service industry. Trend #1: Rising Customer Expectations Amid a Shrinking Workforce Field service teams are grappling with rising customer expectations while dealing with a declining mobile workforce. In fact, 74% of mobile workers report increasing workloads. Given that mobile workers are often the only in-person company representatives, they face intense pressure to deliver exceptional service. At the same time, fewer young people are entering skilled trades, with applications dropping nearly 50% from 2020 to 2022, while seasoned technicians are retiring. This has led to high burnout rates, with 57% of mobile workers experiencing job-related fatigue. Trend #2: Connected Data Empowers Mobile Workers Mobile workers thrive when equipped with connected data. Yet, they spend only 32% of their time interacting with customers, as much of their time is consumed by manual tasks and disjointed systems. With the right technology, mobile workers can access up-to-date customer information through a CRM mobile app, streamlining processes and enabling more personalized service. Connected data also improves sustainability, with features like route optimization and drones reducing time on the road and minimizing worker stress. Trend #3: AI is Revolutionizing Field Service AI is rapidly transforming field service operations. Today, 79% of service organizations are investing in AI, and 83% of decision-makers plan to increase their AI investments next year. AI helps mobile teams save time and cut costs by analyzing customer data to generate personalized responses and streamline processes. By automating workflows with AI, mobile workers can deliver faster, more efficient service. AI-generated summaries of asset history and service interactions help prepare workers before they arrive at a job site, enabling better service and potential upsell opportunities. What’s Next in Field Service? Technologies like generative AI, augmented reality, and mobile solutions are shaping the future of field service. Companies that embrace these innovations now will gain a competitive edge. 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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September 20, 2024in Generative AI, Salesforce Optimization, Salesforce Service Cloud
Agentforce Advances Copilot and Prompt Builder
20Sep

Agentforce Advances Copilot and Prompt Builder

Agentforce was the highlight of the week in San Francisco during Salesforce’s annual Dreamforce conference—and for good reason! Agentforce Advances Copilot and Prompt Builder and that is truly exciting. Agentforce represents a groundbreaking solution that promises to transform how individuals and organizations interact with their CRM. However, as with any major product announcement, it raises many questions. This was evident during Dreamforce, where admins and developers, eager to dive into Agentforce, had numerous queries. Here’s an in-depth look at what Agentforce is, how it operates, and how organizations can leverage it to automate processes and drive value today. Agentforce Advances Copilot and Prompt Builder Many Dreamforce attendees who anticipated hearing more about Einstein Copilot were surprised by the introduction of Agents just before the event. However, understanding the distinctions between the legacy Einstein Copilot and the new Agentforce is crucial. Agentforce Advances Copilot and Prompt Builder. Agentforce Agents are essentially a rebranding of Copilot Agents but with an essential enhancement: they expand the functionality of Copilot to create autonomous agents capable of tasks such as summarizing or generating content and taking specific actions. Here are some key changes in terminology: Just like Einstein Copilot, Agents use user input—an “utterance”—entered into the Agentforce chat interface. The agent translates this utterance into a series of actions based on configurable instructions, and then executes the plan, providing a response. Understanding Agents: Topics A key difference between Einstein Copilot and Agentforce is the addition of “Topics.” Topics allow for greater flexibility and support a broader range of actions. They organize tasks by business function, helping Agents first determine the appropriate topic and then identify the necessary actions. This topic layer reduces confusion and ensures the correct action is taken. With this structure, Agentforce can support many more custom actions compared to Copilot’s 15-20, significantly expanding capabilities. Understanding Agents: Actions Actions in Agentforce function similarly to those in Einstein Copilot. These are the tasks an agent executes once it has identified the right plan. Out-of-the-box actions are available right away, providing a quick win for organizations looking to implement standard actions like opportunity summarization or sales emails. For more customized use cases, organizations can create bespoke actions using Apex, Flows, Prompts, or Service Catalog items (currently in beta). Understanding Agents: Prompts Whenever an LLM is used, prompts are necessary to provide the right input. Thoughtfully engineered prompts are essential for getting accurate, useful responses from LLMs. This is a key part of leveraging Agent Actions effectively, ensuring better results, reducing errors, and driving productive agent behavior. Prompt Builder plays a crucial role, allowing users to build, test, and refine prompts for Agent Actions, creating a seamless experience between generative AI and Salesforce workflows. How Generative AI and Agentforce Enhance CRM GenAI tools like Agentforce offer exciting enhancements to Salesforce organizations in several ways: However, these benefits are realized only when CRM users adopt and adapt to AI-assisted workflows. Organizations must prioritize change management and training, as most users will need to adjust to this new AI-powered way of working. If your company has already embraced AI, then you are halfway there. If AI hasn’t been introduced to the workforce you need to get started yesterday. Getting Started with Agentforce With all the buzz around Dreamforce, it’s no surprise that many organizations are eager to start using Agentforce. Fortunately, there are immediate opportunities to leverage these tools. The recommended approach is to begin with standard Agent actions, testing out-of-the-box features like opportunity summarization or creating close plans. From there, organizations can make incremental tweaks to customize actions for their specific needs. We have all come to expect that just as quickly as we include agentic ai into our processes and flows, Salesforce will add additional features and capabilities. As teams become more familiar with developing and deploying Agent actions, more complex use cases will become manageable, transforming the traditional point-and-click Salesforce experience into a more intelligent, agent-driven platform. Already I find myself asking, “is this an agent person or an ai-agent”? The day is coming, no doubt, when the question will be reversed. Tectonic’s AI Experts Can Help Interested in learning more about Agentforce or need guidance on getting started? Tectonic specializes in AI and analytics solutions within CRM, helping organizations unlock significant productivity gains through AI-based tools that optimize business processes. We are excited to enable you to enable Agentforce to Advance Copilot and Prompt Builder By Tectonic’s Solutions Architect, Shannan Hearne 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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September 20, 2024in AI Tools, Einstein 1 Platform, Einstein Insights, Generative AI, Salesforce Einstein, Salesforce Implementation Services, Salesforce Marketing Automation, Salesforce Optimization
Salesforce and OpenAI Advances in AI
19Sep

Salesforce and OpenAI Advances in AI

With investor enthusiasm for AI beginning to fade, Salesforce is shifting focus to its next AI wave, “Agentforce,” which will be showcased at the Dreamforce customer conference. This announcement comes at a time when Salesforce stock has underperformed, with revenue growth slowing and expectations building that AI-related revenue may not materialize until 2025. Salesforce and OpenAI Advances in AI. The Agentforce platform will be featured at Dreamforce, running from Sept. 17 to Sept. 19, and aims to automate routine business tasks while offering real-time insights and guidance. CEO Marc Benioff noted in a Sept. 12 briefing that Agentforce represents the third wave of AI, moving beyond conversational chatbots to more autonomous agents. Early adopters of the platform include Walt Disney, Kaiser Permanente, Fossil, Wiley, and OpenTable. Meanwhile, Salesforce faces stiff competition. Microsoft is hosting its own AI event, Microsoft 365 Copilot Wave 2, which focuses on business productivity features powered by generative AI. Like Salesforce, Microsoft’s AI tools have yet to demonstrate significant revenue impact, as customers are still testing the technologies. Salesforce is pushing Agentforce as an evolution of its previous Einstein copilot, which integrates conversational AI within its apps. Agentforce aims to take this further by reducing human oversight and improving efficiency in sales, marketing, and customer service roles. The product is scheduled for an October rollout, with a pricing model based on usage—potentially $2 per interaction for complex queries. Analysts have mixed opinions on Agentforce’s potential. Truist Securities sees the AI platform driving future subscription growth, while Barclays believes it could gain more traction than previous AI tools due to its fully autonomous nature. However, others, like Monness Crespi Hardt & Co., remain cautious, noting concerns about Salesforce’s slowing revenue growth in a challenging macroeconomic environment. Salesforce Agentforce PlatformIn its second-quarter earnings call, Salesforce shared promising results from an Agentforce trial, where the platform resolved 90% of patient inquiries for a large healthcare customer. Analysts like Morgan Stanley’s Keith Weiss see Agentforce as a key differentiator for Salesforce, enabling customers to leverage AI at scale with reduced complexity and cost. Despite this optimism, Salesforce still faces challenges. Competitors such as Meta’s AI Studio and ServiceNow are also advancing AI agent technologies. ServiceNow, for instance, emphasizes the need for strict human oversight of AI actions, a sentiment echoed by Salesforce’s chief ethical and humane use officer, Paula Goldman. As the tech industry races to enhance AI autonomy, concerns about the technology’s limitations—such as bias, hallucinations, and decision-making risks—remain central. Experts warn that while AI agents hold great potential, they must be carefully regulated to prevent unintended consequences. 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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September 19, 2024in Agentforce Platform, Generative AI
Salesforce AI Tools for Healthcare
18Sep

Salesforce AI Tools for Healthcare

Salesforce to Launch Pre-Built AI Tools for Healthcare in October Salesforce is introducing a new library of out-of-the-box AI tools specifically designed for healthcare operations, available through its Health Cloud. These generative AI features aim to streamline time-consuming tasks by integrating directly into clinician workflows, enhancing both the quality and efficiency of patient care. Key Features and Benefits Part of Salesforce’s broader initiative to address operational challenges across 15 industries, these healthcare-specific AI tools are embedded in each of its industry clouds. The Einstein Copilot, for example, will allow healthcare providers to generate patient summaries in natural language, leveraging new data management capabilities. This could enable care coordinators to view comprehensive patient summaries—such as care plans, prescriptions, and prior authorizations—before appointments. According to Salesforce, these AI-driven services, powered by Einstein prompts, are integrated within Health Cloud’s member accounts, simplifying administrative tasks like sending referrals and booking appointments. Data privacy and security remain a priority, with Einstein’s data masking and zero data retention layer ensuring patient information is protected. Beyond patient care, the new AI features will support business operations, including verifying insurance coverage, determining out-of-pocket costs, and ensuring eligibility—all designed to reduce administrative burdens and improve operational efficiency. Why It Matters Healthcare organizations often lack the resources to build and train their own AI models, a process that can cost upwards of 0 million. Salesforce’s pre-built AI capabilities provide an accessible solution, allowing organizations of all sizes to adopt AI tools tailored to their specific needs. By automating administrative processes, healthcare providers can focus more on patient care, with faster approvals and fewer manual tasks. Salesforce is positioning these tools to help organizations streamline workflows, reduce inefficiencies, and ultimately improve the patient experience. The features will be generally available in October, with pricing based on specific implementations. Industry Impact and Larger Trend The release of these healthcare-specific AI tools is part of Salesforce’s broader push into industry-specific AI. In March, Salesforce launched the Einstein AI Copilot within its Einstein 1 Platform, designed to leverage healthcare organizations’ unique data within its Health Data Cloud. New capabilities, such as patient services and benefits verification, aim to reduce platform switching, enabling faster approvals and supporting clinicians in real-time patient record updates. Salesforce’s investment in industry-specific AI comes at a time when many healthcare organizations are grappling with the rising costs of technology and labor. At the HIMSS AI in Healthcare Forum in Boston, leaders echoed the challenges of managing expansive technology footprints while balancing the need for AI-driven transformation. Operational workflows, particularly back-office processes, offer a low-risk area for AI deployment, as noted by Lee Schwamm, chief digital health officer at Yale New Haven Health System. On the Record “Organizations of every size and budget can now easily get started with practical AI tools that were purposefully designed to solve their unique challenges,” said Jeff Amann, executive vice president and general manager of Salesforce Industries. Salesforce’s new AI use case library, featuring more than 100 AI capabilities embedded across 15 industry clouds, underscores the company’s commitment to developing industry-specific solutions. For healthcare, these tools include automated patient matching for clinical trials, AI-generated prescriptions, and pre-visit summaries—helping organizations accelerate time to care and improve clinical outcomes. In addition, a new auto-matching tool for life sciences will assist in identifying eligible clinical trial participants, using both structured and unstructured data to reduce assessment time. These features allow healthcare CIOs to easily deploy AI capabilities designed to address their organization’s unique needs. Looking Ahead Salesforce’s latest AI tools for healthcare represent a significant step in the company’s strategy to bring industry-specific AI to market, with healthcare, life sciences, financial services, and retail among its top priorities. By offering pre-built, customizable solutions, Salesforce is making AI accessible to a broader range of organizations, enabling them to deliver value quickly while navigating the complexities of modern healthcare operations. 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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September 18, 2024in Einstein 1 Platform, Generative AI, Salesforce Development Services, Salesforce Einstein, Salesforce Health and Life Sciences Solutions, Salesforce Optimization
Pay Per Chat
18Sep

Pay Per Chat

Salesforce is launching its AI-powered Agentforce platform across its key clouds, including Sales, Service, Marketing, and Commerce. However, a significant question remains: Will enterprises be willing to pay $2 per conversation for Agentforce, especially without volume discounts? The introduction of Agentforce wasn’t unexpected, as CEO Marc Benioff has been discussing autonomous AI agents since the company’s second-quarter earnings call. Leading up to Dreamforce, Salesforce has consistently emphasized agentic AI, with Benioff previously hinting at the $2 per conversation pricing model. Agentforce is part of Salesforce’s ongoing effort to move beyond generative AI copilots to fully autonomous digital agents that can perform tasks independently. Much of this technology stems from Salesforce’s acquisition of Airkit.ai last year. Additionally, the company’s acquisition of Own highlights a strategic, smaller-scale approach to mergers and acquisitions. The core of Salesforce’s AI vision is a blend of human expertise and AI agents. While humans focus on relationship-building, industry knowledge, and goal-setting, AI agents will handle tasks like answering questions, scheduling meetings, and gathering information. Key features of Agentforce include: Pay Per Chat? Salesforce is unifying its clouds under a single platform, with Data Cloud as the common thread connecting Sales, Service, Marketing, Commerce, and Tableau. According to Constellation Research analyst Holger Mueller, the real story is the infrastructure behind the agents, which will drive innovation in the future of work by enhancing developer velocity and productivity. At Dreamforce, Salesforce also unveiled Einstein Sales Agents, including a Sales Development Representative (SDR) agent and a Sales Coach, designed to improve sales performance. Salesforce highlighted that agents, unlike traditional bots, are dynamic, outcome-driven, and capable of adapting to various situations. Beyond sales, the Agentforce lineup includes: Agentforce is poised to serve as the connective tissue, unifying Salesforce’s various clouds and driving value with ongoing innovations in Data Cloud and AI. 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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September 18, 2024in Agentforce Platform, Generative AI, Mulesoft

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