CX Archives - gettectonic.com
B2B Customer Service with Agentforce
24Mar

Agents are the Future of Customer Engagement

Agentic Customer Engagement is Here There was a time when customer service meant going into a brick and mortar building and talking to a person face to face. It was time consuming and did not guarantee a solution. The mail order business brought on the need for the 800 number to contact a merchant. The dot com boom brought customer engagement opportunities directly to our homes. Ios and Android apps brought customer engagement to our fingertips. Yet we still were dependent upon the availability of humans or at least chatbots. Customer service often repressed customer engagement, not enhanced it. Agents, like Salesforce Agentforce, brought 24 7 customer engagement to us no matter where we are, when it is, or how complicated our issue is. And agents improved customer service! What’s next? Robots and drones who deliver our items and answer our questions? Who knows. AI bots are transforming client relationships and customer service. To achieve unparalleled efficiency, these intelligent systems plan and automate difficult activities, make deft decisions, and blend in seamlessly with current workflows. Yes, it’s widely believed that AI agents will play a crucial role in the future of customer engagement, offering personalized, efficient, and consistent experiences across various channels.  Here’s why AI agents are poised to be a key driver in customer engagement: AI agents are becoming smarter every day, using machine learning and natural language processing to predict customer needs, handle complex queries with empathy and offer real-time, personalized assistance. How AI Agents Are Redefining Customer Engagement Marketing is undergoing a seismic transformation. Tectonic shift, if you will. The past decade was dominated by complex tech stacks and data integration—now, AI is shifting the focus back to what truly matters: crafting impactful content and campaigns. Welcome to the era of agentic customer engagement and marketing. The Rise of Marketing Agents Unlike traditional customer service agents handling one-to-one interactions, marketing agents amplify human expertise to engage audiences at scale—whether targeting broad segments or hyper-personalized personas. They ensure consistent, high-quality messaging across every channel while automating the intricate backend work of delivering the right content to the right customer at the right time. This shift is powered by rapid AI advancements: How Agentic Engagement Amplifies Marketing Marketing agents don’t replace human creativity—they extend it. Once strategists set guidelines, approve messaging, and define brand voice, agents execute with precision across channels. At Typeface, for example, AI securely learns brand tones and styles to generate on-brand imagery, text, and videos—ensuring every asset aligns with the company’s identity. Key Capabilities of Marketing Agents The Human-Agent Partnership AI agents don’t replace marketers—they empower them. Humans bring creativity, emotional intelligence, and strategic decision-making; agents handle execution, data processing, and scalability. Marketers will evolve into “agent wranglers”, setting objectives, monitoring performance, and ensuring alignment with business goals. Meanwhile, agents will work in interconnected ecosystems—where a content agent’s blog post triggers a social agent’s promotion, while a performance agent optimizes distribution, and a brand agent tracks reception. Preparing for the Agent Era To stay ahead, businesses should:✅ Start small, think big – Pilot agents in low-risk areas before scaling.✅ Train teams – Ensure marketers understand agent management.✅ Build governance frameworks – Define oversight and intervention protocols.✅ Strengthen data infrastructure – Clean, structured data fuels agent effectiveness.✅ Maintain human oversight – Regularly audit agent outputs for quality and alignment. Work with a Salesforce partner like Tectonic to prepare for the Agent Era. The Future is Agentic The age of AI-driven marketing isn’t coming—it’s here. Companies that embrace agentic engagement will unlock unprecedented efficiency, personalization, and impact. The question isn’t if you’ll adopt AI agents—it’s how soon. Ready to accelerate your strategy? Discover how Agentforce (Salesforce’s agentic layer) can cut deployment time by 16x while boosting accuracy by 70%. The future of marketing isn’t just automated—it’s autonomous, adaptive, and agentic. Are you prepared? The Future of Customer Experience: AI-Driven Efficiency and Innovation Businesses have long understood the connection between operational efficiency and superior customer experience (CX). However, the rapid advancement of AI-powered technologies, including next-generation hardware and virtual agents, is transforming this connection into a measurable driver of value creation. Increasingly well-documented use cases for generative AI (GenAI) demonstrate that companies can simultaneously deliver a vastly superior customer experience at a significantly lower cost-to-serve, resulting in substantial financial gains. From Customer Journeys to Autonomous Customer Missions To achieve this ideal balance, companies are shifting from traditional customer journeys—where users actively manage their own experiences via apps—to a more comprehensive approach driven by trusted autonomous agents. These agents are designed to complete specific tasks with minimal human involvement, creating an entirely new paradigm for customer engagement. While early implementations may be rudimentary, the convergence of hardware and AI will lead to sophisticated, seamless experiences far beyond current capabilities. AI-Enabled Internal and External Transformation AI is already driving transformation both internally and externally. Internally, it streamlines processes, enhances employee experiences, and significantly boosts productivity. In customer service operations, for example, GenAI has driven productivity improvements of 15% to 30%, with some companies targeting up to 80% efficiency gains. Externally, AI is reshaping customer interactions, making them more personalized, efficient, and intuitive. Virtual co-pilots assist customers by answering inquiries, processing returns, and curating tailored offers—freeing human employees to focus on complex issues that require nuanced decision-making. Linking Operational Efficiency to Customer Experience Leading organizations are demonstrating how AI-driven efficiencies translate into enhanced CX. Despite these gains, companies must raise the bar even further to fully capitalize on AI’s potential. The convergence of next-generation hardware with AI-driven automation presents an unprecedented opportunity to redefine customer engagement. From App-Driven Experiences to Autonomous Agents At Dreamforce 2024, Salesforce CEO Marc Benioff highlighted that service employees waste over 40% of their time on repetitive, low-value tasks. Similarly, customers face friction in making significant purchases or planning events. Google research indicates that travelers may engage in over 700 digital touchpoints when planning a trip—a fragmented and often frustrating experience. Imagine instead a network of proprietary and third-party agents seamlessly executing customer missions—such as purchasing a car or planning a vacation—without requiring constant user input. These AI agents could: This “agentic AI” model represents a shift from passive app-based assistance to proactive, intelligent automation, significantly reducing

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March 24, 2025in Agentforce Platform, Agentic AI, Data, Generative AI, Google, Salesforce0 Comments
Achieving AI Success Starts with Data Maturity
05Mar

Achieving AI Success Starts with Data Maturity

True AI success depends on data maturity. But what does that mean in practice? Organizations with high data maturity: The Path to Data Maturity Reaching data maturity requires a strategic commitment to: ✅ Develop a unified data strategy that aligns business and data teams toward common goals.✅ Implement strong data management and governance to ensure accuracy and trust.✅ Leverage advanced data solutions to transform raw data into actionable insights.✅ Prioritize security and compliance to protect data from breaches.✅ Foster a data-driven culture where every employee has the skills to analyze and act on insights. See How John Lewis & Partners Unlocks AI + Data-Driven Personalization “Investing in Salesforce has enabled us to make decisions faster and develop deeper relationships with our customers by providing a more personalized, convenient, and seamless customer experience.” — Libby Hickey, Tableau Product Manager, John Lewis & Partners Assess Your Data Maturity Ready to accelerate your data transformation? 📊 Take the free assessment to: Start your data maturity journey today. Contact Tectonic. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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March 5, 2025in Data, Salesforce Data Cloud0 Comments
The Evolving Role of the Chief Experience Officer
04Mar

Have We Got a Job for You

The Evolving Role of the Chief Experience Officer The chief experience officer (CXO) role varies significantly across different organizations, depending on which department owns customer experience—marketing, customer service, or an independent team. Many companies are still on their first CXO, and the position continues to evolve, particularly as artificial intelligence (AI) becomes integral to customer experience (CX) strategies. According to new research from Deloitte, who surveyed 250 CX leaders across various industries, the CXO role is becoming increasingly technology-driven. AI-powered personalization and automation are reshaping CX, yet CXOs often face significant challenges, including limited influence and budget constraints. Defining the CXO’s Responsibilities The responsibilities of a CXO vary widely based on the organization’s structure. Some CXOs lead initiatives within contact centers, while others focus on product development or digital transformation. Regardless of their direct oversight, CXOs are typically accountable for the end-to-end customer journey, addressing pain points, and driving customer-centric strategies. Reporting structures also differ. Some CXOs report to the chief marketing officer (CMO), while others operate at the same level as the CMO or report directly to the CEO or board. Their role extends beyond operational oversight, requiring them to influence company-wide CX strategies, advocate for customer needs, and oversee the technology platforms that shape customer interactions. One of the critical challenges many CXOs face is acting as the customer’s voice in executive meetings, often playing the role of a contrarian to ensure that customer-centric decisions remain a priority. However, the ultimate goal is to create a company culture where customer advocacy is embedded across leadership, making the CXO’s role less about persuasion and more about strategic execution. Driving Change with Limited Resources CXOs often must drive meaningful change despite limited budgets and internal resistance. In the early stages of the role, proving the business value of CX improvements is imparative. Organizations are more likely to invest in CX when presented with compelling data demonstrating a direct impact on pipeline growth, customer lifetime value, and revenue. By leveraging data-driven insights, CXOs can build a strong business case for customer experience initiatives, making it easier to influence executive decisions and organizational behavior. Technology’s Role in Human-Centered CX With nearly every customer touchpoint mediated through technology, the CXO’s role has increasingly aligned with human-centered design principles. As organizations adopt AI and automation, CXOs ensure that these technologies serve a human purpose—reducing friction in customer interactions, streamlining employee workflows, and enhancing overall engagement. Rather than implementing technology for its own sake, CXOs focus on solving real customer problems, such as minimizing complexity in digital interactions, improving accessibility, and enhancing service responsiveness. This requires a balance between technological feasibility and human desirability, ensuring that innovations align with customer needs rather than complicate them. Emerging Technologies and Their Impact on CX The research highlights that CXOs must stay informed about emerging technologies, including edge computing, blockchain, and neuromorphic computing. These innovations have the potential to reshape CX by enabling real-time data processing, enhancing personalization, and providing new ways to understand customer behavior. As experience leaders, CXOs are constantly evaluating whether these advancements improve or hinder customer interactions. Many are approached by startups offering AI-driven solutions such as sentiment analysis and voice recognition. Their challenge is to discern which technologies genuinely enhance CX and which may introduce unnecessary complexity. Overcoming Organizational Resistance Many CXOs encounter frustration due to the slow pace of change within their organizations. Despite their best efforts, progress can be hindered by structural challenges, risk aversion, and competing priorities. However, perseverance remains key. As technology becomes increasingly powerful, so does the influence of executives who understand its impact on human experiences. Organizations that recognize the value of CX will continue to seek leaders who can quantify its business impact, develop strong use cases, and drive transformation. The growing emphasis on CX and AI-driven customer engagement suggests that demand for skilled CXOs will only increase. Those who can navigate the complexities of organizational change while championing human-centered innovation will play a pivotal role in shaping the future of customer experience. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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March 4, 2025in Artificial Intelligence, Data, Technology0 Comments
Build Launch and Track Campaigns
20Feb

How to Create Professional Meeting Minutes Without MS Co-Pilot

Ever wondered how to draft professional meeting minutes without relying on MS Co-Pilot? While tools like Microsoft Teams can record meetings and generate transcripts, they often come with limitations. For instance, MS Teams requires an MS Co-Pilot subscription to analyze transcripts and create meeting minutes, and even with that, crafting effective prompts for such tools is essential for generating useful outputs. Recently, a colleague sent a meeting recording—without a transcript—and asked us to create the minutes. Here’s how we accomplished this task, step by step. Step 1: Transcribing the Meeting Recording Since AI models cannot directly process audio or video, the first step was to generate a text transcript of the recording. I used Microsoft Word’s Dictate → Transcribe feature, but encountered a roadblock: the recording exceeded the tool’s 300MB file size limit (it was 550MB). To bypass this, I extracted the audio from the video using VLC Media Player, a versatile media tool: With the audio file ready, I returned to Microsoft Word. This time, the smaller file successfully transcribed into a 45-page text document of decent quality. Step 2: Crafting a Prompt for Meeting Minutes Creating effective meeting minutes with an AI model requires a detailed, structured prompt. Think of it as giving precise instructions to a chef—vagueness leads to unsatisfactory results. I started with a simple XML-style prompt for ChatGPT (GPT-4), using tags to organize key elements: plaintextCopyEditYou are an expert in creating meeting minutes from a given transcript. Analyze the provided transcript and generate professional meeting minutes with the specified structure. <transcript> {{meeting_transcript.docx}} </transcript> <structure> – Main Points Discussed – Decisions, Resolutions, and Agreements – Summary of Differing Opinions (if any) – Action Items: Tasks assigned, responsible parties, and deadlines – Follow-Ups: Topics to revisit in future meetings </structure> <instructions> – Stick strictly to the transcript content. – Do not invent or infer information. – Keep the minutes objective, factual, and concise. – Ensure clarity and self-containment for future reference. </instructions> This prompt acted as a baseline, providing clarity and structure for the model to extract and summarize relevant details from the transcript. Step 3: Refining the Prompt Using Anthropic’s Workbench To improve the clarity and effectiveness of the prompt, I used Anthropic’s Workbench, which offers an automatic prompt enhancement tool. The goal was to refine the structure and optimize the instructions. Here’s the improved version generated by Anthropic: plaintextCopyEditYou are an expert in creating professional meeting minutes from transcripts. Analyze the provided transcript and organize the information systematically before drafting the minutes. <meeting_transcript> {{meeting_transcript.docx}} </meeting_transcript> <analysis_structure> 1. Main Points Discussed: – Key topics with relevant quotes from the transcript. 2. Decisions and Agreements: – Summary of resolutions with supporting quotes. 3. Differing Opinions (if any): – Notable disagreements or alternative viewpoints. 4. Action Items: – Tasks, responsible parties, and deadlines. 5. Follow-Up Topics: – Issues or items to revisit in future meetings. </analysis_structure> <guidelines> – Follow the analysis structure before drafting the final minutes. – Use clear, concise language and a professional tone. – Avoid unnecessary details and stick to transcript content. – Ensure the minutes are self-contained and explanatory. </guidelines> This enhanced prompt incorporated a “chain-of-thought” methodology, guiding the model to analyze and organize the information step by step before drafting the final minutes. Exploring Other Tools: OpenAI’s Prompt Improver I also tested OpenAI’s Prompt Improver in its Chat Playground, which generated a similarly refined prompt: plaintextCopyEditCreate professional meeting minutes from the provided transcript. Use the following structure and guidelines to ensure accuracy and clarity: **Transcript:** – File: {{meeting_transcript.docx}} **Structure:** – Main Points Discussed – Decisions and Agreements – Differing Opinions (if any) – Action Items – Follow-Up Topics **Instructions:** – Maintain objectivity and stick to the transcript content. – Use concise yet explanatory language. – Adhere strictly to the structure for clarity and reference. – Avoid unnecessary embellishments or personal insights. **Output Format:** – Use bullet points for clarity, with no more than one level of indentation. – Ensure the minutes are self-contained and useful for future reference. While effective, OpenAI’s output lacked the chain-of-thought methodology and example formatting provided by Anthropic’s tool, which resulted in less structured meeting minutes. Key Takeaways By following this approach, you can produce professional meeting minutes efficiently—no MS Co-Pilot subscription required. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, 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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February 20, 2025in AI Tools, Data, Enterprise0 Comments
AI Agent Rivalry
19Jan

Generative AI in CX

Generative AI in CX: Opportunities and Challenges Generative AI offers the promise of transformative efficiency and innovation in customer experience (CX). However, businesses face significant hurdles in adopting the technology, including budget constraints, compliance challenges, and internal alignment issues. A Growing Gap Between Innovation and AdoptionCX technology vendors often outpace their customers in releasing advanced features. With generative AI, this gap feels wider than ever. For example, Zendesk’s CX Trends 2025 report revealed that over 25% of surveyed businesses have delayed AI adoption due to budgetary, knowledge, or organizational support barriers. Similarly, an October survey by NTT Data found that more than half of senior IT decision-makers had yet to align generative AI strategies with business goals. While only 39% of respondents reported significant investments in generative AI, most companies remain in early phases, such as pilots and trials. Some businesses, however, have no plans to invest at all. Early Adoption in CXDespite these challenges, early adopters are exploring generative AI applications in customer service and contact centers. AI-powered bots, or “agents,” are proving effective in summarizing answers and improving efficiency. However, deploying these agents requires substantial preparation, such as organizing customer data and defining roles and processes—a significant task for many IT teams. John Seeds, CMO at TTEC Digital, emphasized the importance of using generative AI internally first:“We start by addressing inconsistencies and cleaning up data. Once that’s done, businesses can present it effectively to reduce inbound calls and enhance self-service in contact centers.” Expanding Beyond Customer ServiceGenerative AI is also being embraced by marketing and e-commerce teams. Platforms like Salesforce, Google, and Sitecore have introduced tools that assist with campaign ideation and content creation. While these tools don’t always produce polished outputs, they serve as powerful starting points for creatives. The Generative AI RevolutionAI has been a staple in CX for years, powering analytics, natural language processing, and automation. But the release of OpenAI’s ChatGPT in late 2022 revolutionized the field. John Ball, SVP at ServiceNow, noted:“Generative AI has removed the need for handcrafting every dialogue or intent model. It opens up possibilities for chat and email recommendations without requiring as much manual setup.” Similarly, Salesforce AI executives, including Silvio Savarese, highlighted the technology’s unprecedented adoption:“It was incredible to see how quickly generative AI captured global attention,” Savarese said. Questions of Autonomy and TrustThe rise of AI agents introduces questions about trust and autonomy. Can bots make decisions that keep customers happy? What happens if they make mistakes? As companies explore these possibilities, many are focusing on augmenting human workflows rather than replacing them entirely. For example, Trimedx plans to use ServiceNow’s generative AI to automate report generation for its clinical hardware in hospitals. This application aims to save time while supporting human decision-making. Similarly, Siemens has deployed its own AI “bionic agent” to handle tasks like supply chain management, with generative AI accelerating customization and productivity. Regulatory and Ethical ConsiderationsAs adoption grows, so do concerns around compliance and copyright. The Biden administration’s recent CX-related regulations, including a ban on junk fees, could influence how AI is integrated into business processes. Additionally, initiatives like Adobe’s Content Authenticity Initiative aim to ensure transparency in AI-generated content by providing tools to verify the origins and editing history of digital assets. The Road AheadGenerative AI holds immense potential to transform CX by improving efficiency, reducing costs, and driving innovation. However, businesses must address challenges in data readiness, compliance, and ethical usage to fully realize its benefits. While early adopters are making strides, widespread success will depend on thoughtful implementation and alignment with organizational goals. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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January 19, 2025in Data, Generative AI, Google, Salesforce, Technology

Real-World Insights and Applications

Salesforce’s Agentforce empowers businesses to create and deploy custom AI agents tailored to their unique needs. Built on a foundation of flexibility, the platform leverages both Salesforce’s proprietary AI models and third-party models like those from OpenAI, Anthropic, Amazon, and Google. This versatility enables businesses to automate a wide range of tasks, from generating detailed sales reports to summarizing Slack conversations. AI in Action: Real-World Insights and Applications The “CXO AI Playbook” by Business Insider explores how organizations across industries and sizes are adopting AI. Featured companies reveal their challenges, the decision-makers driving AI initiatives, and their strategic goals for the future. Salesforce’s approach with Agentforce aligns with this vision, offering advanced tools to address dynamic business needs and improve operational efficiency. Building on Salesforce’s Legacy of Innovation Salesforce has long been a leader in AI integration. It introduced Einstein in 2016 to handle scripted tasks like predictive analytics. As AI capabilities evolved, Salesforce launched Einstein GPT and later Einstein Copilot, which expanded into decision-making and natural language processing. By early 2024, these advancements culminated in Agentforce—a platform designed to provide customizable, prebuilt AI agents for diverse applications. “We recognized that our customers wanted to extend our AI capabilities or create their own custom agents,” said Tyler Carlson, Salesforce’s VP of Business Development. A Powerful Ecosystem: Agentforce’s Core Features Agentforce is powered by the Atlas Reasoning Engine, Salesforce’s proprietary technology that employs ReAct prompting to enable AI agents to break down problems, refine their responses, and deliver more accurate outcomes. The engine integrates seamlessly with Salesforce’s own large language models (LLMs) and external models, ensuring adaptability and precision. Agentforce also emphasizes strict data privacy and security. For example, data shared with external LLMs is subject to limited retention policies and content filtering to ensure compliance and safety. Key Applications and Use Cases Businesses can leverage tools like Agentbuilder to design and scale AI agents with specific functionalities, such as: Seamless Integration with Slack Currently in beta, Agentforce’s Slack integration brings AI automation directly to the workplace. This allows employee-facing agents to execute tasks and answer queries within the communication tool. “Slack is valuable for employee-facing agents because it makes their capabilities easily accessible,” Carlson explained. Measurable Impact: Driving Success with Agentforce Salesforce measures the success of Agentforce by tracking client outcomes. Early adopters report significant results, such as a 90% resolution rate for customer inquiries managed by AI agents. As adoption grows, Salesforce envisions a robust ecosystem of partners, AI skills, and agent capabilities. “By next year, we foresee thousands of agent skills and topics available to clients, driving broader adoption across our CRM systems and Slack,” Carlson shared. Salesforce’s Agentforce represents the next generation of intelligent business automation, combining advanced AI with seamless integrations to deliver meaningful, measurable outcomes at scale. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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December 9, 2024in Data, Google, Salesforce, Technology
AI Agents, Tech's Next Big Bet
08Dec

Business Intelligence and AI

AI in Business Intelligence: Uses, Benefits, and Challenges AI tools are increasingly becoming integral to Business Intelligence (BI) systems, enhancing analytics capabilities and streamlining tasks. In this article, we explore how AI can bring new value to BI processes and what to consider as this integration continues to evolve. AI’s Role in Business Intelligence Business Intelligence tools, such as dashboards and interactive reports, have traditionally focused on analyzing historical and current data to describe business performance—known as descriptive analytics. While valuable, many business users seek more than just a snapshot of past performance. They also want predictive insights (forecasting future trends) and prescriptive guidance (recommendations for action). Historically, implementing these advanced capabilities was challenging due to their complexity, but AI simplifies this process. By leveraging AI’s analytical power and natural language processing (NLP), businesses can move from descriptive to predictive and prescriptive analytics, enabling proactive decision-making. AI-powered BI systems also offer the advantage of real-time data analysis, providing up-to-date insights that help businesses respond quickly to changing conditions. Additionally, AI can automate routine tasks, boosting efficiency across business operations. Benefits of Using AI in BI Initiatives The integration of AI into BI systems brings several key benefits, including: Examples of AI Applications in BI AI’s role in BI is not limited to internal process improvements. It can significantly enhance customer experience (CX) and support business growth. Here are a few examples: Challenges of Implementing AI in BI While the potential for AI in BI is vast, there are several challenges companies must address: Best Practices for Deploying AI in BI To maximize the benefits of AI in BI, companies should follow these best practices: Future Trends to Watch AI is not poised to replace traditional BI tools but to augment them with new capabilities. In the future, we can expect: In conclusion, AI is transforming business intelligence by turning data analysis from a retrospective activity into a forward-looking, real-time process. While challenges remain, such as data governance, ethical concerns, and skill shortages, AI’s potential to enhance BI systems and drive business success is undeniable. By following best practices and staying abreast of industry developments, businesses can harness AI to unlock new opportunities and deliver better insights. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, 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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December 8, 2024in AI Tools, Data, Generative AI
GoTo Adds AI Integration
21Nov

GoTo Adds AI Integration

GoTo Adds AI-Powered Integrations to GoTo Connect for Enhanced CRM Connectivity GoTo has introduced advanced AI-driven integrations between its GoTo Connect platform and major CRM systems to deliver seamless connectivity and improve customer experience (CX) across various channels. GoTo Connect’s newly integrated CRM platforms include Salesforce, HubSpot, Zoho, ServiceNow, MS Dynamics, Freshdesk, Zendesk, and more, enabling businesses to manage customer interactions more effectively. Enhanced Customer Relationship Management Olga Lagunova, Chief Product and Technology Officer at GoTo, emphasized the impact of these integrations on customer relationships:“Working across multiple systems can be inefficient and time-consuming, detracting from valuable customer service time. Our new GoTo Connect integrations enhance how businesses interact with customers by centralizing workflows within the platform,” Lagunova noted. “Our AI capabilities, like call summaries and recordings stored directly in CRMs, empower teams to work smarter within their preferred tools.” New AI-Driven Features With this update, GoTo Connect automatically generates and stores AI-based call summaries and transcriptions within CRM contact records. This streamlined process gives teams faster access to comprehensive customer profiles, reducing manual tasks and increasing efficiency. The system also stores call and message details automatically in the CRM, maintaining a full history of interactions to support a seamless customer journey. A recent Zendesk study cited by GoTo revealed that over 70% of customers are frustrated by needing to repeat information to different service agents. GoTo Connect addresses this by providing agents with a unified view of customer data and current conversations, helping reduce silos and improve service quality. Streamlined Workflows and Insights Beyond call summaries, GoTo Connect’s integration offers screen pop-ups displaying customer details for agents, contact syncing, click-to-call features, call and messaging logs, and voicemail transcriptions. These features help teams respond more promptly and accurately to customer inquiries. Expanding on GoTo Connect CX In related news, GoTo recently launched GoTo Connect CX, combining its virtual phone system with AI-powered tools to create enhanced, efficient CX solutions for businesses of all sizes, while reducing operational costs. The new integrations and GoTo Connect CX are now available to all GoTo Connect customers, reflecting GoTo’s commitment to unifying customer service tools for a better, more connected experience. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 21, 2024in Data, Salesforce, Technology
Generative AI Energy Consumption Rises
19Nov

AI for the Ho-Ho-Holidays

The Holiday Rush and AI’s Growing Role in Retail The holiday season is approaching quickly, with fewer days between Thanksgiving and Christmas this year than at any time since 2019. This condensed timeline makes Salesforce’s latest State of the Connected Customer report—this year titled State of the AI Connected Customer—particularly timely. The report, based on insights from over 15,000 consumers worldwide, focuses on the growing role of artificial intelligence (AI), specifically AI agents, in transforming customer experiences. With Salesforce’s recent launch of Agentforce, AI agents have taken center stage. According to Michael Affronti, SVP and General Manager of Commerce Cloud at Salesforce, the retail sector is already exploring this technology: “Retailers that we talk to are starting to implement AI agents. Unlike chatbots, AI agents can analyze customer data to make proactive recommendations and even take action. For consumers, AI agents create smoother checkout experiences, streamline returns, and deliver personalized shopping that feels like working with an incredible in-store associate. For retailers, AI agents drive higher margins and customer retention by delivering exceptional service. As we like to say, ‘There’s an agent for that.’” Rebuilding Trust with AI One of the most compelling use cases for AI agents, according to Affronti, lies in addressing declining consumer trust. Salesforce’s research highlights alarming trends: AI agents present an opportunity to rebuild trust by delivering reliable and transparent experiences. While consumer expectations for personalized service remain high, Salesforce data suggests that 30% of consumers would work with AI agents if it meant faster service. However, skepticism persists—curiosity is the top emotion associated with AI, followed closely by suspicion and anxiety. Transparency is crucial, as 40% of consumers are more likely to trust AI agents when their logic is explained, and there’s an option to escalate to a human. “Most people just want to know it’s AI, and then they’ll be comfortable,” Affronti notes. “Clarity about what the agent is doing, combined with the ability to talk to a real person, builds trust.” Three Opportunities for Retailers Affronti outlines three key strategies for retailers to embrace AI agents effectively this holiday season: Experimentation and Preparing for the Future For retailers not yet leveraging AI, Affronti advises starting small but experimenting now. For example, large brands like Saks are already piloting AI agents such as “Sophie,” which handles tasks like order management and learns new capabilities based on customer feedback. However, smaller businesses can also benefit from AI tools, such as generative AI for writing product descriptions or automating promotions, regardless of scale. “One of the great things about AI today is how democratized it has become,” Affronti explains. “Small businesses using Salesforce’s Commerce Cloud can leverage AI for tasks like creating product descriptions or automating translations, even if their catalog is limited.” Looking Ahead While this holiday season may not see a widespread rollout of AI-driven retail solutions, early adopters are already showcasing what’s possible. Retailers that embrace experimentation and lay the groundwork for AI-powered experiences today will likely see significant results by the 2025 holiday season. The key takeaway: now is the time to build the foundation for the future of AI in retail. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 19, 2024in AI Tools, Artificial Intelligence, Data, Generative AI, Technology
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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 13, 2024in Agentforce Platform, Data, Enterprise, Generative AI, Salesforce, Technology
Martech Modernization
04Nov

Martech Modernization

Martech Modernization: The Trends, Challenges, and Opportunities A Snapshot of Martech Strategies and CDP Adoption According to research by Acxiom, 65% of companies with a defined martech strategy utilize a Customer Data Platform (CDP), compared to just 43% without one. This significant gap underscores the strategic role of CDPs in martech adoption. Additionally, nearly all businesses surveyed plan to revise their martech stack within the next 12 months, with 29% adding new tools and 15% consolidating existing ones. The Transformative Marketing Landscape Rapid technological advancements, changing customer expectations, and evolving identity ecosystems are fundamentally reshaping how brands engage their audiences. In this environment, modernizing martech has become essential for delivering the personalized experiences customers demand. However, modernization presents challenges such as siloed data, fragmented technologies, and gaps in expertise, complicating efforts to adapt. To gain insights into these dynamics, Acxiom surveyed 200 martech decision-makers from the US and UK about their modernization plans, motivations, and obstacles. The findings reveal a widespread push for martech updates, with brands seeking support to navigate this complex journey. SECTION ONE: A Martech Reset is Underway Martech Strategy Rises to the Top When asked to prioritize their marketing objectives, 34% of respondents listed developing a martech strategy among their top three goals. This places it alongside traditional objectives like increasing brand awareness and customer acquisition, reflecting its growing importance in achieving broader marketing goals. Even considering that survey respondents may prioritize martech more than the average business leader, the results highlight the industry’s dynamism and the pressing need for a martech reset. Widespread Stack Adjustments Nearly all surveyed businesses (99%) plan to adjust their martech stack in the next year. Key trends include: This widespread activity emphasizes the high priority placed on martech optimization. Streamlining and Experimentation Some organizations focus on refining their existing stacks, while others are piloting new platforms: C-Suite Engagement Martech modernization has also captured the attention of executive leadership. 60% of respondents noted that martech has become a higher priority for their C-suite in recent years, particularly in smaller companies leveraging technology to maximize resources and compete with larger rivals. Budget Increases Despite Economic Pressures In a challenging economic climate, 65% of respondents expect their martech budgets to grow over the next year, while only 10% foresee cuts. This trend reflects the recognition of martech as a strategic investment critical for maintaining competitiveness. SECTION TWO: Drivers of Martech Modernization Why Modernize? Modernization efforts are driven by a mix of goal-oriented and technical motivations. Key drivers include: Secondary motivations include streamlining integration, ensuring regulatory compliance, and reducing operational complexity. Key Takeaways As martech modernization accelerates, businesses must balance innovation with strategic planning to navigate this transformative era successfully. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, 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 4, 2024in Data, Technology
AI Agents, Tech's Next Big Bet
30Oct

Agentforce Platform to Revolutionize Autonomous AI Agents

Salesforce Launches Agentforce Platform to Revolutionize Autonomous AI Agents Salesforce has announced the general availability of Agentforce, a transformative platform that empowers businesses to create, test, and deploy autonomous AI agents seamlessly integrated into their Salesforce workflows. Key Features of Agentforce Agentforce combines cutting-edge technology with user-friendly design, enabling businesses to: The agents also suggest knowledge, actions, and guardrails to optimize performance, enhancing operational efficiency across customer service, sales, and other functions. Real-World Applications During Dreamforce 2024, Salesforce customers built over 10,000 AI Agents to support a wide range of industries and use cases, including: Revolutionizing AI in Business Agentforce represents a shift from generation-based AI to action-based AI, emphasizing solutions that actively drive business outcomes. Salesforce CEO Marc Benioff described the platform as a game-changer, stating: “Agentforce is redefining what’s possible, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships, and drive unprecedented growth and profitability.” Built on a Unified Salesforce Ecosystem Agentforce is fully integrated with Salesforce’s robust platform, offering seamless connections to enterprise data, metadata, AI models, workflows, security, and applications. The platform leverages Data Cloud, enabling AI Agents to access unified data and collaborate across Salesforce apps. This integration ensures businesses can scale AI capabilities across the entire customer experience ecosystem without the need for extensive customization. Support for Adoption and Growth Salesforce is rolling out several initiatives to support Agentforce users: Pricing starts at $2 per conversation, with volume discounts available. Empowering Nonprofits with Agents for Impact Salesforce is extending Agentforce’s potential through the Agents for Impact Accelerator, offering nonprofits resources to build customized AI agents. This initiative underscores Salesforce’s commitment to scaling AI’s community impact. Early Success and Adoption Leading organizations such as The Adecco Group, BACA Systems, OpenTable, Saks, and Wiley have already adopted Agentforce, leveraging it to streamline workflows and deliver impactful customer experiences. By bridging the gap between AI innovation and practical, risk-aware application, Salesforce positions Agentforce as a cornerstone of the next generation of AI-driven business solutions. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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October 30, 2024in Agentforce Platform, Data, Enterprise, Salesforce, Salesforce Foundations, Technology
Salesforce Maps Winter 25
28Oct

Salesforce Maps Winter 25

The Salesforce Maps Winter 25 release will be available in production environments between October 29 – 31. Auto-Enablement of the new Maps experience in October To enhance your experience in Salesforce Maps on desktop, the new features currently available in all environments will be auto-enabled in the Winter ’25 release. The Enhanced User Experience setting in the admin configuration settings will remain and can be manually disabled until the Spring ‘25 release. Get Release Ready-Salesforce Maps Winter 25 To ensure a smooth transition, please take the following actions prior to the production release. What This Change Brings See Spring ’25 Updates 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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October 28, 2024in Data

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