Salesforce Industries AI

Salesforce has introduced Industries AI, a suite of foundational, pre-built, and customizable AI capabilities designed to address specific industry needs and challenges. This innovation aims to help customers quickly realize value by automating tasks such as matching patients to clinical trials, providing proactive maintenance alerts for vehicles and machinery, streamlining inventory management, and enhancing services for citizens and program beneficiaries. Industries AI is integrated into all 15 of Salesforce’s industry clouds, offering ready-to-use solutions for a range of sector-specific tasks.

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To assist customers in getting started, Salesforce has launched the AI Use Case Library, which features over 100 Industries AI capabilities. This library includes dedicated resources and use case guides for each industry cloud. The library will be regularly updated with new capabilities, such as Complaint Summaries, Patient Services & Benefits Verification, and Vehicle Telemetry Summary.

Industries AI also lays the groundwork for industry-specific Agentforce agents, which will transform workflows across various roles and scales. These agents, available soon in every industry cloud, can be set up in minutes to autonomously handle business tasks, drawing on CRM data, external data, and metadata. They adhere to privacy and security guidelines and can seamlessly transfer complex cases to human agents with relevant context.

As organizations increasingly recognize the urgency of adopting AI—up 700% in the last six months—Industries AI addresses the challenge of building and training AI models, which can be costly and time-consuming. By offering AI capabilities tailored to specific industry needs, Salesforce provides a cost-effective solution that delivers immediate value.

Industries AI combines the robustness of an enterprise-grade platform with Salesforce’s deep industry expertise. Built on the Salesforce platform, supported by Data Cloud and the Einstein Trust Layer, it ensures safety and security. Customers can leverage pre-built prompts and industry-specific data models to achieve relevant and contextual insights.

Here are some of the new capabilities announced:

Financial Services: Complaint Summaries use generative AI to quickly generate case summaries from customer interactions, speeding up resolution processes.
Life Sciences: Candidate Auto-Matching accelerates the identification of eligible participants for clinical trials by analyzing structured and unstructured data.
Healthcare: Patient Services & Benefits Verification provides pre-visit recaps and benefits summaries to speed up care and approvals.
Automotive: Vehicle Telemetry Summary monitors vehicle performance and alerts customer service agents to maintenance needs.
Public Sector: Application History uses AI to summarize benefit applications, while Version Comparison helps caseworkers understand eligibility changes.
Consumer Goods: Inventory Check provides summaries of inventory deviations to help address issues and improve quality control.
Energy & Utilities: Bill History, Rate, and Usage Insights analyze billing and usage patterns to optimize customer service and energy consumption.
Manufacturing: Asset Service Summary uses asset data to offer insights on maintenance and warranty opportunities.
Education: Recruitment Inquiry & Opportunity Management streamlines the recruitment process with AI-driven responses and staff assignments.
Nonprofit: Program Participant Notes Summaries help case managers quickly understand participant needs from case histories.
Net Zero: ESG Disclosure Report Generation and Accuracy Assessment streamline ESG reporting with AI-driven suggestions and quality checks.
Communications: Quick Quote enhances quote generation with AI-recommended products and customizable terms.
Media and Entertainment: RFP Management automates the proposal process, highlighting key details and streamlining responses.

Jeff Amann, EVP & GM of Salesforce Industries, emphasized the mission to provide practical AI solutions across all industries, enabling organizations to harness AI’s potential efficiently.

Most of these features will be generally available between October 2024 and February 2025, with ongoing updates through Salesforce’s three annual releases.

Generally Available Today: