Data - gettectonic.com - Page 2
Transforming Fundraising for Nonprofits
11Dec

Leverage AI to Enhance Customer Retention

Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. 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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December 11, 2024in AI Tools, Data, Generative AI, Salesforce, Salesforce Service Cloud0 Comments
Clippy-gate
10Dec

Clippy-gate

Clippy-gate: Why Salesforce vs. Microsoft is More Than a Marketing Spat Salesforce and Microsoft are clashing once again, this time over AI and intelligent agents. What started as a seemingly lighthearted joke by Salesforce CEO Marc Benioff at Dreamforce—mocking Microsoft’s Copilot as a “Clippy 2.0″—has escalated into a significant dispute. This confrontation extends beyond the typical vendor rivalry, touching on enterprise AI’s future and its implications for businesses. A History of Rivalry Salesforce and Microsoft have a long history of competition. Past disputes included lawsuits and marketing stunts, such as Microsoft’s ill-fated 2010 Dreamforce gimmick involving a “defecting” Salesforce customer. While the two companies briefly found common ground under Microsoft CEO Satya Nadella, this détente dissolved amidst antitrust challenges over Microsoft’s LinkedIn acquisition and an aborted attempt to acquire Salesforce. Benioff has since reverted to openly criticizing Microsoft. The latest round of hostilities centers on Microsoft’s announcement of ten AI agents for Dynamics 365, coinciding with the release of Salesforce’s Agentforce. Benioff has doubled down, accusing Microsoft of overhyping Copilot and failing to meet enterprise AI standards. Benioff’s Allegations Benioff’s critiques have been relentless. He has accused Microsoft of misleading customers about AI capabilities, claiming that Copilot “spews data all over the floor” and lacks the security, metadata, and integration necessary for enterprise use. On social media, he dismissed Copilot as “panic mode” rebranding, contrasting it with Agentforce, which he describes as a transformative platform integrated with enterprise data and workflows. Microsoft’s Position Microsoft has largely refrained from engaging directly. Nadella, during a European AI tour, promoted Copilot as “the UI for AI,” positioning it as the interface to a broader AI ecosystem. However, his remarks avoided addressing Benioff’s criticisms, leaving Salesforce’s claims unanswered. Implications for Enterprise AI This debate highlights critical issues for businesses adopting AI technologies. While Salesforce has emphasized pragmatism, acknowledging AI’s uncertainties, Microsoft’s perceived lack of response risks leaving questions unanswered. The stakes are high, with both companies vying for leadership in a rapidly evolving market. What’s Next? How Microsoft responds—or doesn’t—will shape this rivalry’s trajectory. A direct rebuttal could clarify its AI vision, but staying silent risks ceding thought leadership to Salesforce. For businesses navigating the complexities of enterprise AI, understanding these dynamics is essential to making informed decisions. As the AI landscape unfolds, this conflict underscores the competitive importance of securing trust and demonstrating actionable value. For now, the war of words is as much about shaping perceptions as it is about delivering results. 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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December 10, 2024in Data, Enterprise, Laws, Salesforce0 Comments

Empowering LLMs with a Robust Agent Framework

PydanticAI: Empowering LLMs with a Robust Agent Framework As the Generative AI landscape evolves at a historic pace, AI agents and multi-agent systems are expected to dominate 2025. Industry leaders like AWS, OpenAI, and Microsoft are racing to release frameworks, but among these, PydanticAI stands out for its unique integration of the powerful Pydantic library with large language models (LLMs). Why Pydantic Matters Pydantic, a Python library, simplifies data validation and parsing, making it indispensable for handling external inputs such as JSON, user data, or API responses. By automating data checks (e.g., type validation and format enforcement), Pydantic ensures data integrity while reducing errors and development effort. For instance, instead of manually validating fields like age or email, Pydantic allows you to define models that automatically enforce structure and constraints. Consider the following example: pythonCopy codefrom pydantic import BaseModel, EmailStr class User(BaseModel): name: str age: int email: EmailStr user_data = {“name”: “Alice”, “age”: 25, “email”: “[email protected]”} user = User(**user_data) print(user.name) # Alice print(user.age) # 25 print(user.email) # [email protected] If invalid data is provided (e.g., age as a string), Pydantic throws a detailed error, making debugging straightforward. What Makes PydanticAI Special Building on Pydantic’s strengths, PydanticAI brings structured, type-safe responses to LLM-based AI agents. Here are its standout features: Building an AI Agent with PydanticAI Below is an example of creating a PydanticAI-powered bank support agent. The agent interacts with customer data, evaluates risks, and provides structured advice. Installation bashCopy codepip install ‘pydantic-ai-slim[openai,vertexai,logfire]’ Example: Bank Support Agent pythonCopy codefrom dataclasses import dataclass from pydantic import BaseModel, Field from pydantic_ai import Agent, RunContext from bank_database import DatabaseConn @dataclass class SupportDependencies: customer_id: int db: DatabaseConn class SupportResult(BaseModel): support_advice: str = Field(description=”Advice for the customer”) block_card: bool = Field(description=”Whether to block the customer’s card”) risk: int = Field(description=”Risk level of the query”, ge=0, le=10) support_agent = Agent( ‘openai:gpt-4o’, deps_type=SupportDependencies, result_type=SupportResult, system_prompt=( “You are a support agent in our bank. Provide support to customers and assess risk levels.” ), ) @support_agent.system_prompt async def add_customer_name(ctx: RunContext[SupportDependencies]) -> str: customer_name = await ctx.deps.db.customer_name(id=ctx.deps.customer_id) return f”The customer’s name is {customer_name!r}” @support_agent.tool async def customer_balance(ctx: RunContext[SupportDependencies], include_pending: bool) -> float: return await ctx.deps.db.customer_balance( id=ctx.deps.customer_id, include_pending=include_pending ) async def main(): deps = SupportDependencies(customer_id=123, db=DatabaseConn()) result = await support_agent.run(‘What is my balance?’, deps=deps) print(result.data) result = await support_agent.run(‘I just lost my card!’, deps=deps) print(result.data) Key Concepts Why PydanticAI Matters PydanticAI simplifies the development of production-ready AI agents by bridging the gap between unstructured LLM outputs and structured, validated data. Its ability to handle complex workflows with type safety and its seamless integration with modern AI tools make it an essential framework for developers. As we move toward a future dominated by multi-agent AI systems, PydanticAI is poised to be a cornerstone in building reliable, scalable, and secure AI-driven applications. 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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December 10, 2024in AI Tools, Data, Generative AI0 Comments
Salesforce Heroku
09Dec

Salesforce Modernizes Heroku

Salesforce Modernizes Heroku PaaS with Kubernetes, .NET, and More Salesforce is rolling out a significant upgrade to Heroku, its popular Platform-as-a-Service (PaaS), to better align with modern developer needs. Key enhancements include support for Amazon Elastic Container Registry (ECR), AWS Global Accelerator, Elastic Kubernetes Service (EKS), AWS Graviton processors, and AWS Bedrock. The revamped platform, dubbed the Heroku Next Generation Platform, was unveiled at the AWS Re:Invent 2024 conference. While some features are in public beta, Salesforce plans to fully release additional capabilities by 2025. Catering to the Modern DeveloperHeroku’s overhaul reflects the growing dominance of Kubernetes and the increasing demand for AI-enabled applications, including autonomous ones built in Salesforce’s Agentforce. Rebecca Wettemann, founder of Valoir, notes that these trends required Salesforce to evolve Heroku to remain competitive in the PaaS market. Kubernetes, for instance, is widely used for app containerization across clouds, while AI applications are becoming a focal point for many developers. “The update broadens Heroku’s appeal to developers who rely on Kubernetes or are building AI applications,” Wettemann said. Another notable addition is support for open telemetry, a standardized approach to monitoring app performance. Developers can now stream real-time metrics such as app health and container logs into their preferred visualization tools. “This integration offers unparalleled flexibility for our customers to work with a wide ecosystem of telemetry collectors,” said Gail Frederick, Heroku’s CTO at Salesforce. Introducing .NET SupportOne of the standout updates is the inclusion of .NET, a widely used open-source framework. Developers can now use .NET languages such as C#, F#, and Visual Basic alongside Heroku’s existing support for languages like Python, Ruby, Java, Node.js, and Scala. This strategic move aligns Heroku with a broader audience, especially developers familiar with Microsoft’s ecosystem. “Heroku is all about developer choice,” said Frederick. “Adding .NET ensures we continue to serve diverse needs.” Streamlining Development and DeploymentHeroku aims to simplify app development by automating infrastructure management and lifecycle tasks. “Heroku is the platform developers turn to when they need things to work without thinking about infrastructure,” said Adam Zimman, Senior Director of Product Marketing at Heroku. The platform abstracts complex deployment steps, such as configuration, provisioning, and autoscaling, enabling developers to focus on coding and innovation. Apps are deployed as pre-packaged “slugs” that run on Heroku’s dynos, isolated Unix-based containers. Developers can scale their apps dynamically by adding or removing dynos via the platform’s management interface. Efficiency Gains for BusinessesZimman highlighted the efficiency benefits of Heroku’s approach, projecting up to a 40% boost in developer productivity and a 30% reduction in developer expenses. “By taking care of the heavy lifting, we enable businesses to deliver applications faster and more cost-effectively,” he explained. Heroku also offers over 500 pre-built add-ons and build packs, covering functions like messaging, database management, and email services. These integrations provide additional flexibility and speed up the development lifecycle. Scaling Beyond StartupsWhile Heroku is often associated with startups, Salesforce has scaled the platform to accommodate enterprise-grade applications. “Heroku now evolves with your business,” said Chris Peterson, Senior Director of Product Management at Heroku. The platform has powered over 13 million applications and 38 million managed data stores since its launch in 2007. Many Salesforce applications also run on Heroku, leveraging deep integrations to extend the Salesforce ecosystem seamlessly. Heroku’s pricing starts at $7 per month for a basic plan and scales up to $40,000 per month for enterprise-grade solutions, ensuring it meets the needs of organizations of all sizes. With these updates, Heroku continues to position itself as a go-to platform for developers, enabling faster time-to-market, reduced operational complexity, and a better overall development 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 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 9, 2024in Data, Enterprise0 Comments
More Cool AI Tools
09Dec

Salesforce Expands Partnership with AWS

Salesforce Expands Partnership with AWS: AI and Marketplace Integration Salesforce (NYSE: CRM) is making significant strides in its partnership with Amazon (NASDAQ: AMZN), unveiling an expanded collaboration at AWS. Customers can now purchase Salesforce products directly through the AWS Marketplace, paying with AWS credits. This integration aims to simplify access to Salesforce offerings, enhance data integration capabilities, and leverage generative AI tools. Key Announcements: Marc Benioff, Chair and CEO of Salesforce, highlighted the importance of this milestone: “We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive, and successful in this new AI era.” AWS CEO Adam Selipsky echoed these sentiments, emphasizing how the partnership will enable joint customers to “innovate, collaborate, and build more customer-focused applications.” Strategic Benefits: Revenue-Sharing Structure: Like app stores, Amazon will take a percentage of Salesforce’s revenue generated through AWS Marketplace. Despite this, the potential growth in sales and efficiency gains may outweigh the costs. Market Reaction: Following the announcement, both Salesforce and Amazon shares experienced a boost in premarket trading, signaling investor optimism about the partnership’s potential. This expansion reinforces Salesforce’s strategy of aligning with major cloud providers to meet growing demand for AI-driven, integrated data platforms. As this collaboration evolves, it is poised to drive significant value for businesses navigating the AI and data revolution. 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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December 9, 2024in AI Tools, Data, Generative AI, Mulesoft, Salesforce0 Comments

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 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 9, 2024in Data, Google, Salesforce, Technology0 Comments
Power of Historical Data in AI Performance
09Dec

Power of Historical Data in AI Performance

Salesforce’s Agentforce is brimming with potential, but unlocking its full capabilities requires more than just real-time data—it demands access to rich, historical datasets. Agentforce thrives on robust time-series data to recognize patterns, track trends, and deliver accurate predictions. While Salesforce excels at capturing real-time data, significant gaps exist when it comes to historical insights. Without this essential context, AI initiatives risk falling short, generating outputs that fail to account for long-term trends and evolving customer behavior. The Power of Historical Data in AI Performance Comprehensive historical data provides the depth and context that AI models like Agentforce need to excel. By incorporating this data, businesses can enable smarter predictions, uncover hidden patterns, and drive more meaningful insights—giving them a decisive edge in competitive markets. Introducing Own Discover: Unlocking Historical Data To bridge the historical data gap, Salesforce has introduced Own Discover—a secure, scalable data service designed to make historical Salesforce data readily accessible for AI models. This groundbreaking tool empowers admins to harness the full value of their organization’s historical data, fueling platforms like Agentforce to accelerate AI-driven innovation. Key Benefits of Own Discover Elevating Agentforce with Historical Data For Salesforce admins, historical data has become essential, not optional, for maximizing AI success. By integrating tools like Own Discover, admins can provide Agentforce with the datasets it needs to deliver reliable, actionable insights. This not only improves AI performance but also positions admins as strategic enablers of their company’s AI-driven transformation. With Own Discover, Salesforce makes historical data a strategic asset—unlocking the full potential of Agentforce and empowering businesses to embrace AI with confidence. 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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December 9, 2024in Agentforce Platform, Data, Einstein Insights0 Comments
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 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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December 8, 2024in AI Tools, Data, Generative AI0 Comments
agentforce testing center
08Dec

Agentforce Testing Center

Salesforce has launched the Agentforce Testing Center, a groundbreaking tool for testing, deploying, and managing AI agents at scale. This innovative platform uses synthetically generated data to ensure AI agents perform accurate actions and deliver precise responses while providing comprehensive monitoring of usage and feedback. A New Era of AI Testing The Agentforce Testing Center operates within Salesforce’s enterprise-grade platform, integrated seamlessly with Data Cloud. It introduces no-code tools that allow organizations to test AI agents securely in sandbox environments, ensuring minimal risk to live production systems. By enabling robust testing and optimization, this tool helps businesses confidently deploy AI agents tailored to their needs. According to Adam Evans, EVP and GM for the Salesforce AI Platform, the Agentforce Testing Center is a critical tool for modern enterprises: “Agentforce is helping businesses create a limitless workforce. CIOs need tools for testing and monitoring agentic systems. This offering marks the next evolution of lifecycle management, enabling businesses to deploy trusted AI agents in a secure, repeatable way.” Key Capabilities of the Agentforce Testing Center Industry Implications Keith Kirkpatrick, Research Director at The Futurum Group, emphasized the importance of this offering: “To build trust in AI, businesses need robust tools to pressure test autonomous agents. Salesforce’s Testing Center delivers this capability, ensuring AI agents can reason, retrieve data, and adapt effectively.” Enhancing AI Agent Strategies The Agentforce Testing Center’s integration with Salesforce tools like DevOps Center and Change Sets further simplifies deployment workflows. Features like User Acceptance Testing (UAT) and real-time alerts in the Digital Wallet give teams deeper control and visibility into AI performance, ensuring business readiness before live deployment. As Salesforce continues to invest in AI innovation, including recent acquisitions to enhance Data Cloud security, the Agentforce Testing Center positions the CRM leader as a pioneer in responsible and scalable AI deployment. This offering exemplifies how businesses can create a “limitless workforce” while maintaining trust, transparency, and efficiency in AI operations. 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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December 8, 2024in Agentforce Platform, Data, Enterprise, Salesforce0 Comments
agentforce digital workforce
08Dec

Agentforce – The Digital Labor Market

Salesforce’s latest financial results delivered strong numbers, but the real story of the moment is Agentforce—a revolutionary step into the emerging Digital Labor market. CEO Marc Benioff has made it clear that this platform will be the centerpiece of Salesforce’s strategy moving into 2025. Financial Performance In Q3, Salesforce posted an impressive $9.44 billion in revenue, an 8% year-over-year increase, with net income rising 25% to $1.5 billion. Here’s the breakdown of revenue by cloud segment: The company also raised its revenue guidance for the fiscal year, now projecting $37.8–$38 billion, up 8%–9% year-over-year. Following the announcement, Salesforce shares jumped 10%. Enter Agentforce: The Future of Work The post-earnings call focused heavily on Agentforce, which Benioff describes as more transformative than the data management market itself. Launched in late October, Agentforce has already secured 200 deals and boasts a significant pipeline of potential transactions. According to Benioff: “Agentforce is the next evolution of Salesforce—a platform where AI agents work alongside humans in a digital workforce, amplifying and augmenting human capabilities while delivering unparalleled speed.” Benioff envisions a world where these AI agents not only assist humans but also transform entire industries. He stated: “Agentforce will drive a new era of economic growth by unlocking a scalable digital workforce, providing businesses the ability to achieve both scale and efficiency simultaneously.” Early Adoption and Use Cases Agentforce’s potential is already being realized by customers across industries, including FedEx, Adecco, Accenture, ACE Hardware, IBM, and RBC Wealth Management. For instance: Internally, Salesforce has integrated Agentforce into its operations, using it to handle over 60 million help portal sessions and 2 million support cases annually. This internal transformation hints at broader industry impacts as businesses adopt Agentforce to automate and optimize workflows. Implications for the Workforce Benioff addressed how Agentforce will reshape traditional workforces, emphasizing that this shift doesn’t necessarily mean job losses. Instead, companies will need to rebalance their headcounts, focusing on areas critical for growth while automating routine tasks. Salesforce itself is hiring 1,400 sales account executives globally to capitalize on Agentforce’s growing demand. Benioff argued: “History has shown us that disruption brings new opportunities. Entire industries will emerge, fueled by creativity and innovation, as Agentforce enables organizations to solve challenges and reach new heights.” Competitive Landscape Salesforce faces competition in the AI agent space, particularly from Microsoft’s Copilot. However, Benioff was quick to point out that Salesforce’s AI solutions are deeply integrated with its platform and customer data, offering a unique advantage: “While others tout AI, Salesforce operates its company on its platform with low hallucination rates, thanks to training on 300 petabytes of real company data.” Looking Ahead As Salesforce heads into 2025, Agentforce is set to dominate its strategy. This shift mirrors past pivotal moments in tech, such as Microsoft’s 1995 pivot to the internet. Salesforce executives, led by Benioff, are laser-focused on driving Agentforce adoption, positioning it as the linchpin of the company’s growth and innovation. Chief Operating Officer Brian Millham reinforced this vision, highlighting the potential for Agentforce across all Salesforce clouds—from Service Cloud to Marketing Cloud and Data Cloud: “The initial 200 deals are just the tip of the iceberg. The opportunity ahead for Agentforce is massive.” Conclusion Salesforce’s Q3 results showcased strong financial performance, but the real excitement lies in Agentforce. By spearheading the Digital Labor revolution, Salesforce is not only reshaping its own operations but also helping businesses worldwide unlock new levels of productivity, innovation, and economic growth. As 2025 unfolds, all eyes will be on Salesforce to see how it delivers on this bold vision. 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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December 8, 2024in Data, Salesforce0 Comments
07Dec

Ushering in the Era of AI-Driven Workforces

Agentforce: Ushering in the Era of AI-Driven Workforces “Agentforce is redefining what’s possible in business and beyond, 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.”— Marc Benioff, Salesforce CEO Key Features and Takeaways Out-of-the-Box AI Agents Agentforce introduces pre-built, customizable agents that are deployable with low-code or no-code tools, working tirelessly across any channel. Its first generally available solution, the Agentforce Service Agent, surpasses traditional chatbots by handling a diverse range of tasks—from simple inquiries to complex scenarios. Key capabilities include: Seamless Integration with Salesforce Platform Agentforce eliminates the complexity of building AI solutions from scratch. Unlike other platforms that demand intricate data integration and custom automation, Agentforce is fully embedded within the Salesforce ecosystem. With Agentforce, businesses can: Always-On Automation Agentforce operates independently of human intervention. Agents can be triggered by changes in data, predefined business rules, or pre-built automations, ensuring uninterrupted workflows. This blend of autonomous operation and human collaboration creates a symbiotic relationship between people and AI, enhancing productivity and customer satisfaction. A Competitive Edge in the AI Space Salesforce emphasizes that Agentforce goes beyond chatbots and copilots, setting a new benchmark for enterprise AI. In a strategic swipe at competitors, Marc Benioff likened rival offerings—like Microsoft’s Dynamics 365 AI agents—to “Clippy 2.0,” critiquing their inaccuracies and risks of corporate data leaks. By contrast, Agentforce builds on Salesforce’s proven Einstein AI platform, ensuring reliability, scalability, and secure integration. Redefining Customer Success Agentforce isn’t just about automation—it’s about driving outcomes. By enabling businesses to automate complex processes, deepen customer relationships, and scale operations, it paves the way for limitless growth in the age of AI. Ready to transform your workforce? With Agentforce, the future of AI-driven business is already here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 7, 2024in Agentforce Platform, Data, Enterprise, Mulesoft, Salesforce0 Comments
Spring 25 Update
06Dec

Spring 25 Update

Get Ready for Salesforce Spring ’25: Key Dates and Insights It’s that time of the Salesforce calendar again—the Salesforce ecosystem is buzzing with anticipation as the Spring ’25 release approaches. Packed with innovative features and updates, this release is set to enhance the customer experience and deliver significant value to all Salesforce users. To make the most of this release, there are two key priorities to focus on: preparing your sandbox and understanding when your instance will be upgraded. When Will Your Salesforce Instance Upgrade to Spring ’25? Knowing when your main Salesforce environment will transition to Spring ’25 is critical. Running tests on key system functions before the upgrade ensures everything continues to operate smoothly. While Salesforce releases are generally seamless, proactive testing is always a good practice. The main release weekends for Spring ’25 are: To pinpoint when your specific instance will upgrade: If you’re unsure of your instance name, you can find it by navigating to Setup > Company Information in your Salesforce org. Spring ’25 Sandbox Preview: Your Testing Opportunity Upgrading your sandbox environment is a vital part of preparing for the Spring ’25 release. This step allows you to test the new features and updates with your unique configurations and data. Salesforce provides two upgrade windows for sandboxes, depending on whether your instance is “Preview” or “Non-Preview.” Most sandboxes are expected to upgrade around January 4, 2025. Using a pre-release org is another option to explore the new features before the sandbox upgrade, but keep in mind that pre-release orgs don’t include your specific configurations. Spring ’25 Pre-Release Orgs Pre-release orgs provide a sneak peek at the Spring ’25 updates. These are an excellent way to get hands-on experience with the new features before they roll out to your environment. Stay tuned for the pre-release org link as it becomes available. Spring ’25 Release Notes: A First Look at New Features Perhaps the most eagerly awaited milestone in the Salesforce release cycle is the publication of the official release notes. These notes provide an in-depth overview of the features and upgrades being rolled out across Salesforce products. We’ll link the release notes here as soon as they’re available—so you can dive into what’s coming and prepare to implement the changes that matter most to your organization. With the Spring ’25 release just around the corner, now’s the time to start planning and testing. By staying ahead of the key dates and leveraging your sandbox preview, you’ll ensure a smooth transition to the latest Salesforce innovations. 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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December 6, 2024in Data, Salesforce0 Comments
Google’s Gemini 1.5 Flash-8B
06Dec

Google’s Gemini 1.5 Flash-8B

Google’s Gemini 1.5 Flash-8B: A Game-Changer in Speed and Affordability Google’s latest AI model, Gemini 1.5 Flash-8B, has taken the spotlight as the company’s fastest and most cost-effective offering to date. Building on the foundation of the original Flash model, 8B introduces key upgrades in pricing, speed, and rate limits, signaling Google’s intent to dominate the affordable AI model market. What Sets Gemini 1.5 Flash-8B Apart? Google has implemented several enhancements to this lightweight model, informed by “developer feedback and testing the limits of what’s possible,” as highlighted in their announcement. These updates focus on three major areas: 1. Unprecedented Price Reduction The cost of using Flash-8B has been slashed in half compared to its predecessor, making it the most budget-friendly model in its class. This dramatic price drop solidifies Flash-8B as a leading choice for developers seeking an affordable yet reliable AI solution. 2. Enhanced Speed The Flash-8B model is 40% faster than its closest competitor, GPT-4o, according to data from Artificial Analysis. This improvement underscores Google’s focus on speed as a critical feature for developers. Whether working in AI Studio or using the Gemini API, users will notice shorter response times and smoother interactions. 3. Increased Rate Limits Flash-8B doubles the rate limits of its predecessor, allowing for 4,000 requests per minute. This improvement ensures developers and users can handle higher volumes of smaller, faster tasks without bottlenecks, enhancing efficiency in real-time applications. Accessing Flash-8B You can start using Flash-8B today through Google AI Studio or via the Gemini API. AI Studio provides a free testing environment, making it a great starting point before transitioning to API integration for larger-scale projects. Comparing Flash-8B to Other Gemini Models Flash-8B positions itself as a faster, cheaper alternative to high-performance models like Gemini 1.5 Pro. While it doesn’t outperform the Pro model across all benchmarks, it excels in cost efficiency and speed, making it ideal for tasks requiring rapid processing at scale. In benchmark evaluations, Flash-8B surpasses the base Flash model in four key areas, with only marginal decreases in other metrics. For developers prioritizing speed and affordability, Flash-8B offers a compelling balance between performance and cost. Why Flash-8B Matters Gemini 1.5 Flash-8B highlights Google’s commitment to providing accessible AI solutions for developers without compromising on quality. With its reduced costs, faster response times, and higher request limits, Flash-8B is poised to redefine expectations for lightweight AI models, catering to a broad spectrum of applications while maintaining an edge in affordability. 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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December 6, 2024in Data, Google0 Comments
ai arms race
05Dec

AI Arms Race

AI Arms Race: Providers Catching Up to Payers in Claims Review The healthcare sector is in the midst of an escalating AI arms race as providers adopt the same artificial intelligence technologies payers are leveraging for claims review. Insurers currently lead this race, using AI to streamline processes such as prior authorizations, but experts predict providers will soon narrow the gap. Insurers’ AI Advantage Leading payers, including UnitedHealth, Humana, and Cigna, have integrated algorithmic decision tools to assess claims and determine coverage eligibility. These technologies allow insurers to flag services that fall outside plan criteria, ostensibly increasing efficiency. This trend is expanding, as evidenced by Blue Shield of California’s announcement of a partnership with Salesforce to pilot claims automation technology in early 2025. The nonprofit insurer claims this initiative will reduce prior authorization decision times from weeks or days to mere seconds, benefiting providers and patients alike. However, provider experiences paint a more contentious picture. Reports from lawmakers and healthcare executives suggest AI-driven claims processes lead to a surge in denials. For example, Providence CFO Greg Hoffman revealed that AI adoption by payers resulted in a 50% increase in underpayments and initial denials over two years, forcing providers to significantly increase manual interventions to resolve claims. A Battle for Balance The imbalance in AI adoption has prompted providers to take action. Experts like Jeffrey Cribbs, a vice president analyst at Gartner, see this as a forced “arms race” in which both sides are continually refining their tools. While payers focus on flagging potential exceptions, providers are working to develop systems for more efficient claims submissions and dispute resolution. Providence’s strategy includes outsourcing revenue cycle management to R1, a 10-year partnership designed to quickly address rising claims denials. Hoffman explained that building equivalent AI systems internally would take years, making partnerships essential for staying competitive in the short term. Collaboration Among Providers On the provider side, executives like Sara Vaezy, EVP and Chief Strategy Officer at Providence, emphasize the need for collaboration. She advocates for coalitions to share data and establish AI standards, which would allow providers to compete more effectively. Panelists at HLTH echoed this sentiment. Amit Phull, Chief Physician Experience Officer at Doximity, argued that AI could eventually “level the playing field” for providers by reducing the time required for claims documentation. Deloitte principal consultant Bill Fera added that AI would allow providers to quickly analyze policies and determine whether a patient qualifies for coverage under plan terms. The Road Ahead Despite the current disparity, experts believe AI will eventually equalize the claims review process. Providers are beginning to invest in tools that will help them handle vast amounts of data efficiently, offering clarity in disputes and cutting down documentation time. “It’s still early innings,” Phull said, “but the technology is going to go a long way toward leveling that playing field.” For now, however, insurers maintain the upper hand. As providers navigate the complexities of AI adoption, partnerships and collaboration may prove critical in ensuring they remain competitive in this rapidly evolving landscape. 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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December 5, 2024in Artificial Intelligence, Data, Salesforce, Technology0 Comments

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