Salesforce Service Cloud makes delivering personalized customer experiences at scale simple. By consolidating all your support needs into one platform, you can reduce costs, increase efficiency, and build stronger customer relationships
We’re testing memory with ChatGPT to make your experience more seamless by saving important details across chats, so you won’t have to repeat yourself. This feature helps make future conversations more helpful. You’re fully in control of ChatGPT’s memory. You can ask it to remember something, view what it recalls, and even delete specific memories either conversationally or through settings. Memory can also be turned off completely. This week, we’re rolling out memory to a small group of free and Plus users to gather feedback. Broader rollout plans will be shared soon. How Memory Works As you interact with ChatGPT, it can remember key details from your conversations, improving the quality of future responses. For instance: You’re In Control You can turn memory off at any time (Settings > Personalization > Memory). With memory off, ChatGPT won’t store or use any memories. To delete specific memories, simply ask ChatGPT to forget or manage them in settings. Memory works across interactions, meaning deleting a chat doesn’t erase its associated memory—you’ll need to delete the memory itself. ChatGPT may use the content you provide, including memories, to improve its models for everyone, unless you opt out through Data Controls. Note that content from Team and Enterprise accounts won’t be used to train models. Temporary Chat for No Memory If you’d prefer a conversation without memory, use temporary chat. These conversations won’t appear in history, won’t store memories, and won’t contribute to model training. Custom Instructions and Memory Custom Instructions let you guide ChatGPT on how to respond, while memory captures information shared in conversations. This combination allows ChatGPT to become more personalized and responsive over time. Privacy and Safety Standards We’re evolving our privacy and safety protocols to address memory’s impact. ChatGPT is designed to avoid remembering sensitive information, like health data, unless explicitly requested. Memory for Team and Enterprise Users For Team and Enterprise users, memory helps increase efficiency by learning individual preferences and reducing the need for repetitive instructions. For example, ChatGPT can remember your preferred tone and structure for content or your preferred coding languages for programming tasks. Memory in Team and Enterprise accounts remains secure and excluded from model training, with full control over how and when memories are used. Account owners can disable memory for the organization at any time. Memory for GPTs GPTs, too, will have distinct memories. Builders can choose to enable memory, and each GPT will store its own memories. For example, a book recommendation GPT can remember your favorite genres for tailored suggestions. To interact with memory-enabled GPTs, you’ll need memory on. Each GPT will have its own separate memory, so details shared with ChatGPT won’t carry over unless re-entered. Memory is now available to ChatGPT Free, Plus, Team, and Enterprise users. Based on user feedback, ChatGPT will notify you when a memory is updated, and you can easily review or delete those updates by accessing the “Manage memories” option in settings. 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
In May 2023, Salesforce released a new CRM offering called the Nonprofit Cloud. Since then, Salesforce has continued to roll out new products and functionality within Nonprofit Cloud. This article originally appeared in Nonprofit Pro. If your nonprofit uses the Salesforce Nonprofit Success Pack (NPSP) or is considering a move to the Nonprofit Cloud, you might be interested in learning more about it and how it’s being adopted in the sector. Let’s take a look at some key points about Salesforce Nonprofit Cloud. A Brief History of Salesforce NPSP and Nonprofit Cloud Salesforce has provided technology for nonprofits for the past 20 years. During this time, there have been multiple solutions for organizations developed for or by Salesforce. Related story: What to Know About Constituent Relationship Management System for Nonprofits For the past 15 years or so, Salesforce’s prominent solution for nonprofits has been NPSP, originally called Nonprofit Starter Pack. Today, tens of thousands of nonprofits use NPSP for their CRM system and fundraising needs. Some Differences Between Salesforce NPSP and Nonprofit Cloud Without getting too techy about the differences between Salesforce NPSP and Nonprofit Cloud, here’s a simple overview. NPSP is what many call a “managed” package. It’s built on top of the Salesforce platform as a sort of product that is installed in a nonprofit’s Salesforce environment. It’s primarily used by nonprofits for fundraising and CRM. Nonprofits using NPSP have often added other managed packages, such as Volunteers for Salesforce and the Program Management Module, to address other needs while staying within the Salesforce environment. The Nonprofit Cloud, on the other hand, is built into the Salesforce platform. It’s not a managed product, which means it’s not a “product” installed in the Salesforce environment. Instead, it’s part of the platform itself. This approach provides nonprofit-specific features without the need to go through an installation process. But it’s important to note that Nonprofit Cloud still must be customized for each organization’s needs, which may include setup, data migration, testing, and training. Another difference between NPSP and Nonprofit Cloud is Salesforce’s investment. While Salesforce continues to sell and support NPSP, most of the new features and functionality they’re rolling out are within Nonprofit Cloud. Adoption of the Salesforce Nonprofit Cloud in the Sector It’s not clear exactly how many nonprofits have moved or are moving to Nonprofit Cloud. But a recent study about Salesforce Nonprofit Cloud implementations from Watt Hamlett Consulting sheds some light on the adoption of the Salesforce offering. A few key highlights from the study of Salesforce consultants include: The report estimates that there are likely a few hundred Nonprofit Cloud projects in progress or completed, and 75 or more firms with some experience with it. So, it seems fair to say that while it’s still early days with Nonprofit Cloud, there are nonprofits becoming early adopters of the offering, there are Salesforce consultants that are gaining experience with Nonprofit Cloud implementations and many consultants consider themselves willing and ready to take on Nonprofit Cloud projects. Tips for Moving Forward With Salesforce Offerings for Nonprofits If your organization uses Salesforce NPSP or is considering moving to Salesforce, there’s not a one-size-fits-all answer to whether you should adopt the Nonprofit Cloud at this time. In some cases, it might make sense to stay on NPSP. In others, it might make sense to move to or start out with some elements of Nonprofit Cloud. However, here are some tips to help you take the next steps as you consider using Salesforce solutions for your nonprofit. Stay Informed Salesforce continues to roll out new products, features, and functionality within Nonprofit Cloud. To stay current, it’s worthwhile to watch for announcements and product roadmaps from Salesforce. Think Ahead It’s important to think about your long-term technology plan when deciding whether to adopt the Nonprofit Cloud or choose/stay with NPSP. Consider your organization’s current technology systems and organizational goals for the next three to five years as you weigh your decision. Consider the Pros and Cons Staying on or starting out with NPSP might seem like a safe choice. Thousands of nonprofits are still using the solution, and Salesforce is continuing to support it. However, the focus for Salesforce appears to be around Nonprofit Cloud, so NPSP might not receive much innovation in the future. Plus, if you are already using NPSP and the apps you use with NPSP don’t work within Nonprofit Cloud, then you might want to stay on NPSP until you have a more comprehensive plan for moving to the Nonprofit Cloud. On the flip side, if you were to move to the new Nonprofit Cloud, you would gain the benefits of an ongoing stream of new features and functionality from Salesforce. But you would be an early adopter, which can come with its own challenges, including a low number of customer references and Salesforce consultants with minimal experience working with the solution. And until Salesforce consultants have more experience, the complexity and cost of Nonprofit Cloud implementations could be higher than NPSP. Get Expert Help There are a lot of considerations when it comes to understanding the pros and cons of adopting new technology. It can be extremely helpful to work with a technology consulting firm to assess your organization’s needs and find the right solution for your nonprofit. Mark BeckerAuthor’s page Mark founded Cathexis Partners in 2008 to help nonprofit organizations get the most from their existing technology tools, implement new technology to address gaps and find the best overall approach to using technology to support their missions. He previously served as director of IT consulting at a fundraising event production company focused on nonprofits. Mark also serves on the editorial advisory board for NonProfit PRO, where he contributes monthly to his blog, “Nonprofit Tech Matters.” 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
Boostr’s Automated OMS and Salesforce Media Cloud Aim to Deliver an AI-Powered Full-Service Advertising Management Solution NEW YORK, Sept. 12, 2024 /PRNewswire-PRWeb/ — Boostr, a leading advertising management platform for media companies, today announced that it’s teaming up with Salesforce, the #1 AI CRM, on a new integration that aims to transform the way media and entertainment companies manage their customer data and streamlines advertising sales operations. By integrating Boostr’s Order Management System (OMS) directly with Salesforce’s Media Cloud, together, the companies will provide mutual customers with faster time to value, better ROI, and more efficient ad campaign execution. Boostr’s OMS is reshaping media operations from proposal generation through planning, buying, reconciliation, and billing. By providing AI-powered proposal recommendations with Proposal-IQ, real-time inventory visibility, and more than 50 out-of-the-box workflow automations, Boostr’s OMS streamlines media operations for Ad Sales and Ad Ops teams. The goal of the collaboration is to provide mutual customers with a comprehensive end-to-end advertising sales solution for media companies of all sizes, including broadcasters selling across linear TV, digital, and streaming inventory, as well as retail media networks and digital publishers managing multiple sales channels. It will eliminate dual data entry by automating the opportunity-to-order process, providing delivery data back to Media Cloud and keep all master data in sync automatically across both platforms. “We’re excited to collaborate with Boostr to offer media & entertainment companies a comprehensive platform to help their teams simplify and automate converged advertising operations.” – Christopher Dean, SVP and GM for Communications, Media & Entertainment at Salesforce.Post this “We are thrilled to integrate with Salesforce’s Media Cloud on behalf of our mutual customers,” said Patrick O’Leary, CEO of Boostr. “This integration is a significant upgrade as Media Cloud and Boostr’s data model are highly aligned resulting in a more turnkey, faster time to value solution.” “In today’s increasingly fragmented advertising ecosystem, media and entertainment companies are looking to automate advertising sales and campaign management processes to enhance operational efficiency across their monetization streams,” said Christopher Dean, SVP and GM for Communications, Media & Entertainment at Salesforce. “We’re excited to collaborate with Boostr to offer media & entertainment companies a comprehensive platform to help their teams simplify and automate converged advertising operations.” For more information, please visit: http://www.boostr.com. Salesforce, Media Cloud, and others are trademarks of Salesforce, inc. *Disclaimer: Any unreleased services or features referenced here aren’t currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available. About Boostr:Boostr is the leading provider of advertising management platforms for publishers and media companies. Boostr’s unified platform streamlines sales, finance, ad ops, and RevOps workflows, enabling businesses to close deals faster, automate tasks, and gain real-time financial transparency. For more information about Boostr, go to http://www.boostr.com. 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
Rural healthcare providers have long grappled with challenges due to their geographic isolation and limited financial resources. The advent of digital health transformation, however, has introduced a new set of IT-related obstacles for these providers. EHR Adoption and New IT Challenges While federal legislation has successfully promoted Electronic Health Record (EHR) adoption across both rural and urban healthcare organizations, implementing an EHR system is only one component of a comprehensive health IT strategy. Rural healthcare facilities encounter numerous IT barriers, including inadequate infrastructure, interoperability issues, constrained resources, workforce shortages, and data security concerns. Limited Broadband Access Broadband connectivity is essential for leveraging health IT effectively. However, there is a significant disparity in broadband access between rural and urban areas. According to a Federal Communications Commission (FCC) report, approximately 96% of the U.S. population had access to broadband at the FCC’s minimum speed benchmark in 2019, compared to just 73.6% of rural Americans. The lack of broadband infrastructure hampers rural organizations’ ability to utilize IT features that enhance care delivery, such as electronic health information exchange (HIE) and virtual care. Rural facilities, in particular, rely heavily on HIE and telehealth to bridge gaps in their services. For instance, HIE facilitates data sharing between smaller ambulatory centers and larger academic medical centers, while telehealth allows rural clinicians to consult with specialists in urban centers. Additionally, telehealth can help patients in rural areas avoid long travel distances for care. However, without adequate broadband access, these services remain impractical. Despite persistent disparities, the rural-urban broadband gap has narrowed in recent years. Data from the FCC indicates that since 2016, the number of people in rural areas without access to 25/3 Mbps service has decreased by more than 46%. Various programs, including the FCC’s Rural Health Care Program and USDA funding initiatives, aim to expand broadband access in rural regions. Interoperability Challenges While HIE adoption is rising nationally, rural healthcare organizations lag behind their urban counterparts in terms of interoperability capabilities, as noted in a 2023 GAO report. Data from a 2021 American Hospital Association survey revealed that rural hospitals are less likely to engage in national or regional HIE networks compared to medium and large hospitals. Rural providers often lack the economic and technological resources to participate in electronic HIE networks, leading them to rely on manual data exchange methods such as fax or mail. Additionally, rural providers are less likely to join EHR vendor networks for data exchange, partly due to the fact that they often use different systems from those in other local settings, complicating health data exchange. Federal initiatives like TEFCA aim to improve interoperability through a network of networks approach, allowing organizations to connect to multiple HIEs through a single connection. However, TEFCA’s voluntary participation model and persistent barriers such as IT staffing shortages and broadband gaps still pose challenges for rural providers. Financial Constraints Rural hospitals often operate with slim profit margins due to lower patient volumes and higher rates of uninsured or underinsured patients. The financial strain is exacerbated by declining Medicare and Medicaid reimbursements. According to KFF, the median operating margin for rural hospitals was 1.5% in 2019, compared to 5.2% for other hospitals. With limited budgets, rural healthcare organizations struggle to invest in advanced health IT systems and the necessary training and maintenance. Many small rural hospitals are turning to cloud-based EHR platforms as a cost-effective solution. Cloud-based EHRs reduce the need for substantial upfront hardware investments and offer monthly subscription fees, some as low as $100 per month. Workforce Challenges The healthcare sector is facing widespread staff shortages, including a lack of skilled health IT professionals. Rural areas are disproportionately affected by these shortages. An insufficient number of IT specialists can impede the adoption and effective use of health IT in these regions. To address workforce gaps, the ONC suggests strategies such as cross-training multiple staff members in health IT functions and offering additional training opportunities. Some networks, like OCHIN, have secured grants to develop workforce programs, but limited broadband access can hinder participation in virtual training programs, highlighting the need for expanded broadband infrastructure. Data Security Concerns Healthcare data breaches have surged, with a 256% increase in large breaches reported to the Office for Civil Rights (OCR) over the past five years. Rural healthcare organizations, often operating with constrained budgets, may lack the resources and staff to implement robust data security measures, leaving them vulnerable to cyber threats. A cyberattack on a rural healthcare organization can disrupt patient care, as patients may need to travel significant distances to reach alternative facilities. To address cybersecurity challenges, recent legislative efforts like the Rural Hospital Cybersecurity Enhancement Act aim to develop comprehensive strategies for rural hospital cybersecurity and provide educational resources for staff training. In the interim, rural healthcare organizations can use free resources such as the Health Industry Cybersecurity Practices (HICP) publication to guide their cybersecurity strategies, including recommendations for managing vulnerabilities and protecting email systems. Does your practice need help meeting these challenges? Contact Tectonic today. 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
FREDERICTON, New Brunswick, September 12, 2024 – Introhive, the leading Relationship Intelligence platform, today announced that it is enabling its market leading, AI-Powered Relationship Intelligence for Salesforce Data Cloud empowering clients to understand in real-time the Relationship Intelligence associated with sales Opportunities Bringing Salesforce Data Cloud and AI together for enhanced insights Introhive’s integration brings the Customer 360 vision to life by providing a unified and enriched view of contact and relationship data, enabling organizations to derive advanced insights by overlaying their existing sales opportunities. As a leader in relationship intelligence and CRM data automation, Introhive provides unmatched data accuracy, ensuring reliable insights and actions from Data Cloud applications and AI tools like Salesforce Einstein Copilot. By transforming relationship data into actionable insights, organizations are empowered to make critical business decisions with confidence and turn connections into tangible business value. Enhanced decision-making with Salesforce Data Cloud “Our Relationship Intelligence capability for Salesforce Data Cloud enhances the solution we offer our clients and elevates Introhive’s role as a top-tier Data Ecosystem Partner on the Salesforce platform,” said Lee Blakemore, CEO of Introhive. “Clients will now enjoy all the benefits of Introhive’s Data Share, enhanced by Salesforce’s powerful platform, ensuring real-time access to trusted relationship data. This combination empowers firms to make critical business decisions with confidence and precision.” Lightning Web Components boost Salesforce Data Cloud integration To further strengthen its Salesforce offering, Introhive announced the launch of Lightning Web Components that seamlessly integrate powerful relationship intelligence in users flow of work. This strategic addition elevates relationship intelligence in Salesforce by making insights more contextual, accessible, and actionable. The components dynamically surface relevant relationship data, top contacts, and interaction history directly within Salesforce pages. This allows users to take proactive steps in managing their relationships, resulting in improved productivity, enhanced client retention, and accelerated revenue growth – all without disrupting existing workflows. Addressing data challenges with Salesforce Data Cloud integration In today’s data-driven business environment, organizations rely heavily on analytics for decision-making, recognizing that the quality and timeliness of information are crucial for effective data-driven strategies. Yet, siloed data, information overload, and constant context switching often lead to missed critical relationship insights, impeding businesses from fully leveraging their relationship capital to drive growth, retention, and informed business decisions. Unlocking the full potential of relationship data with Salesforce Data Cloud The addition of Introhive’s lightning web components and Data Cloud integration address these challenges by transforming how businesses manage and activate their relationship data to fuel business insights and inform decision making. This includes identifying open opportunities based on relationship strength and leveraging the best connected individuals to target accounts for strategic decision making and warm introductions. “With our integration with Salesforce Data Cloud, we’re tackling a major challenge businesses face: fully unlocking the value of their relationship data,” said Leyla Samiee, Chief Product Officer at Introhive. “Our goal is to eliminate data silos that hinder organizations from obtaining crucial relationship insights. By consistently delivering clean, reliable data, we’ve been leading this charge. This new partnership takes our efforts further by enabling smooth integration of data and interactions across various systems that impact our clients’ goals. Our Lightning Web Components, now enhanced with machine intelligence, provide real-time, actionable insights more efficiently. Through our collaboration with Salesforce Data Cloud, these services are integrated with Salesforce’s interactive platforms, offering improved visibility into relationship strength and key connections. This empowers organizations to strategically engage with their most valuable accounts, fostering growth and maximizing their relationship capital.” Salesforce Data Cloud empowers growth across industries As Salesforce maintains its position as the global CRM leader, Introhive’s enhanced offering strategically empowers organizations across industries such as accounting, consulting, legal and commercial real estate, to fully capitalize on their collective relationship network to drive their business forward. For more information about Introhive’s Data Cloud integration and Lightning Web Components, visit our website. About Introhive Introhive is the leading Relationship Intelligence Platform that empowers professional services firms to dismantle silos, fuel their CRM, and activate relationship data to foster collaboration and increase revenue. Trusted by world-renowned brands, Introhive supports over 750,000 users in 90+ countries. With offices in the US, Canada, and the UK, we’re committed to helping businesses optimize their revenue opportunities. Learn more at www.introhive.com. 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
Salesforce has introduced the Agentforce Atlas Reasoning Engine, a platform designed to perform tasks autonomously with minimal human intervention. Agentforce to the Team changes everything about AI. Businesses can feed the engine data, assign tasks, and step away, as the system is capable of completing work independently. This launch closely follows OpenAI’s recent advancements in artificial intelligence, highlighting the ongoing collaboration between Salesforce and Sam Altman’s firm. Agentforce to the Team-makes me hear “Honey, I’m home”, coming from the front door. The Agentforce Atlas Reasoning Engine is designed to analyze data, make decisions, and execute tasks with high reliability and accuracy, echoing the features of OpenAI’s latest AI model. Salesforce positions this as part of the “Third Wave of AI,” where intelligent agents go beyond assisting humans to actively driving business outcomes without frequent oversight. According to Salesforce CEO Marc Benioff, these agents are deeply integrated into customer workflows, anticipating needs and improving growth by taking proactive action at every touchpoint. Benioff emphasized the revolutionary nature of Agentforce, which he claims will surpass existing AI platforms by offering highly accurate, low-hallucination results. It integrates seamlessly across Salesforce’s ecosystem, benefiting users from industries such as financial services, healthcare, and government. Early adopters, such as Wiley, report a 40% increase in case resolution, with Agentforce handling routine customer service tasks more efficiently than previous chatbots. Disney also saw improved results, noting that Atlas delivered twice the accuracy of other AI tools they had benchmarked. However, the autonomous nature of these agents raises concerns about job displacement, particularly for workers involved in repetitive, low-impact tasks. While Salesforce advocates for reskilling workers to transition into higher-value roles, many organizations struggle to effectively implement such initiatives. The time required to upskill workers may not align with the rapid adoption of AI technologies like Agentforce. Agentforce aims to address common enterprise challenges by offering out-of-the-box solutions for sales, marketing, and customer service roles. The low-code platform allows businesses to customize their AI agents without extensive technical expertise, ensuring that they can scale capacity and improve efficiency. Salesforce plans to showcase Agentforce at its upcoming Dreamforce conference, aiming to onboard 1,000 customers to the platform. The launch signifies Salesforce’s strategic push to dominate the enterprise AI landscape, leveraging its vast data and platform to deliver more value to its customers. Despite its potential, Agentforce introduces new risks, especially in areas like data privacy and ethical AI deployment. Salesforce emphasizes its commitment to addressing these issues by incorporating ethical guardrails, such as toxicity filters. Industry analysts remain cautiously optimistic, noting that while the technology holds promise, the real test will come as more organizations adopt it and integrate it into their workflows. In summary, Salesforce’s Agentforce Atlas Reasoning Engine represents a significant leap in enterprise AI, moving beyond basic AI copilots to fully autonomous agents. While it offers substantial benefits in productivity and efficiency, its impact on the workforce and the challenges of widespread AI adoption will require ongoing attention. By Tectonic’s Shannan Hearne, Solutions Architect 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
Salesforce recently announced a strategic partnership with Monte Carlo, a leading fashion brand, to revolutionize the company’s consumer engagement across multiple channels. This collaboration will help Monte Carlo evolve from a winter-wear icon into a year-round favorite in India’s competitive fashion industry, appealing to customers of all ages while maintaining its legacy in winter apparel. In a statement, Monte Carlo shared, “Our decision to adopt Salesforce CRM aligns with our vision of becoming a digital-first, data-driven organization that leverages cutting-edge technology to enhance customer experiences. With Salesforce, we aim to transform the customer journey by gaining a unified, 360-degree view of customers across online and offline channels.” Monte Carlo has embraced Salesforce Data Cloud to create a holistic view of each customer, enabling streamlined communication across all channels to ensure more seamless and efficient engagements. Additionally, Monte Carlo is committed to delivering exceptional customer experiences at every stage—before, during, and after a purchase. The brand is using Salesforce Service Cloud to implement a personalized loyalty solution that goes beyond traditional point-based rewards, offering customers a unique and memorable 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
Salesforce has introduced Salesforce Foundations ahead of Dreamforce, offering a significant free upgrade that enables customers to unify data and functionality from various Salesforce products into a customizable portal. This portal gives users the flexibility to apply extensive data filters and perform actions directly within the Salesforce Platform. What is Salesforce Foundations? Salesforce Foundations provides a new portal where users can access and filter data stored in Salesforce Data Cloud. This massive amount of data, coming from different Salesforce products like Sales Cloud and Service Cloud, can be easily filtered, allowing users to quickly take actions like handling support tickets or initiating upsells. The portal is fully customizable, enabling businesses to tailor the experience to their specific needs. Seamless Partner Integrations Salesforce Foundations also supports integrations with 25 partners, including well-known names like DocuSign, RingCentral, and ZoomInfo. For example, users can send and sign contracts directly from the portal using DocuSign, streamlining business processes even further. Years in the Making: Salesforce Data Cloud Evolution Salesforce has been transforming the data structures behind its applications, with many now built on the robust foundation of Salesforce Data Cloud. This cloud provides not just the data, but also the metadata, or context, which makes it easier to connect and understand relationships across different software solutions. Salesforce products and third-party solutions that integrate with the Data Cloud can now be accessed and controlled through Salesforce Foundations, allowing users to filter, display, and even act on the data from a centralized portal. Streamlining Operations with One Portal The goal of Salesforce Foundations is to streamline operations by reducing the need for multiple applications and systems. Many organizations currently juggle separate environments for Sales, Service, Marketing, and Commerce, making integrations complex. Foundations brings these applications together, enabling employees to work from a single portal, reducing screen switching, and enhancing data correlations across platforms. This promises to drive better insights and faster decision-making. AI and the Future of Salesforce Foundations Salesforce aims to make Foundations even more effective by incorporating AI to identify data correlations and suggest actions. While the extent of its capabilities will become clearer after Dreamforce, Salesforce Foundations has the potential to integrate seamlessly with the Salesforce Platform, offering all native platform features and significantly improving efficiency across organizations. 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
As AI-driven chatbots enter college courses, the potential to offer students 24/7 support is game-changing. However, there’s a critical caveat: when we customize chatbots by uploading documents, we don’t just add knowledge — we introduce biases. The documents we choose influence chatbot responses, subtly shaping how students interact with course material and, ultimately, how they think. So, how can we ensure that AI chatbots promote critical thinking rather than merely serving to reinforce our own viewpoints? How Course Chatbots Differ from Administrative Chatbots Chatbot teaching assistants have been around for some time in education, but low-cost access to large language models (LLMs) and accessible tools now make it easy for instructors to create customized course chatbots. Unlike chatbots used in administrative settings that rely on a defined “ground truth” (e.g., policy), educational chatbots often cover nuanced and debated topics. While instructors typically bring specific theories or perspectives to the table, a chatbot trained with tailored content can either reinforce a single view or introduce a range of academic perspectives. With tools like ChatGPT, Claude, Gemini, or Copilot, instructors can upload specific documents to fine-tune chatbot responses. This customization allows a chatbot to provide nuanced responses, often aligned with course-specific materials. But, unlike administrative chatbots that reference well-defined facts, course chatbots require ethical responsibility due to the subjective nature of academic content. Curating Content for Classroom Chatbots Having a 24/7 teaching assistant can be a powerful resource, and today’s tools make it easy to upload course documents and adapt LLMs to specific curricula. Options like OpenAI’s GPT Assistant, IBL’s AI Mentor, and Druid’s Conversational AI allow instructors to shape the knowledge base of course-specific chatbots. However, curating documents goes beyond technical ease — the content chosen affects not only what students learn but also how they think. The documents you select will significantly shape, though not dictate, chatbot responses. Combined with the LLM’s base model, chatbot instructions, and the conversation context, the curated content influences chatbot output — for better or worse — depending on your instructional goals. Curating for Critical Thinking vs. Reinforcing Bias A key educational principle is teaching students “how to think, not what to think.” However, some educators may, even inadvertently, lean toward dictating specific viewpoints when curating content. It’s critical to recognize the potential for biases that could influence students’ engagement with the material. Here are some common biases to be mindful of when curating chatbot content: While this list isn’t exhaustive, it highlights the complexities of curating content for educational chatbots. It’s important to recognize that adding data shifts — not erases — inherent biases in the LLM’s responses. Few academic disciplines offer a single, undisputed “truth.” AI-Driven Chatbots in Education. Tips for Ethical and Thoughtful Chatbot Curation Here are some practical tips to help you create an ethically balanced course chatbot: This approach helps prevent a chatbot from merely reflecting a single perspective, instead guiding students toward a broader understanding of the material. Ethical Obligations As educators, our ethical obligations extend to ensuring transparency about curated materials and explaining our selection choices. If some documents represent what you consider “ground truth” (e.g., on climate change), it’s still crucial to include alternative views and equip students to evaluate the chatbot’s outputs critically. Equity Customizing chatbots for educational use is powerful but requires deliberate consideration of potential biases. By curating diverse perspectives, being transparent in choices, and refining chatbot content, instructors can foster critical thinking and more meaningful student engagement. AI-Driven Chatbots in Education AI-powered chatbots are interactive tools that can help educational institutions streamline communication and improve the learning experience. They can be used for a variety of purposes, including: Some examples of AI chatbots in education include: While AI chatbots can be a strategic move for educational institutions, it’s important to balance innovation with the privacy and security of student data. 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
The Healthcare Industry’s Digital Transformation: An Opportunity Unveiled – Salesforce Healthcare and AI Historically, the healthcare sector has lagged behind in technology adoption, particularly software. It consistently invests less in IT and software compared to other industries, relying heavily on manual processes and outdated tools like faxes and phone calls. Unlike other sectors where platforms like Salesforce, Slack, JIRA, and Notion dominate, healthcare has yet to see similar technological integration. Salesforce Healthcare and AI Future While this low adoption of software has previously been seen as a drawback, it now presents a significant opportunity. Unlike industries burdened by extensive investments in legacy systems, healthcare is not encumbered by sunk costs. This freedom allows it to embrace cutting-edge AI innovations without the hesitation of overhauling existing, expensive software infrastructures. Addressing the Staffing Crisis The healthcare industry is grappling with a severe staffing crisis, with a shortfall of over 100,000 doctors and nurses projected over the next five years. The increasing complexity of medical care, driven by advancements in diagnostics, continuous monitoring, and new treatments, contributes to an overwhelming amount of information for clinicians. To manage this, healthcare requires new tools capable of processing complex data in real-time to support critical decisions for an aging population with more complex health needs. The most valuable asset in healthcare is clinical judgment, which is currently exclusive to human practitioners. A major challenge is to extend this clinical judgment beyond the existing workforce and physical locations, making it accessible to all who need it. Additionally, ensuring that every clinician performs at the highest level is crucial. The Role of Administrative and Clinical AI Administrative AI is essential for reducing the overhead of healthcare delivery, allowing for better resource management and efficiency. Clinical AI products, though challenging to develop due to their high-stakes nature, are uniquely positioned to address these needs. They must integrate seamlessly into existing environments, adding a layer of sophistication to healthcare processes. Regulatory Advantages for Clinical AI One of healthcare’s advantages in adopting AI is its well-established regulatory framework. The FDA has approved numerous clinical AI products and is developing processes to keep pace with advancements in machine learning and generative AI. This rigorous approval process ensures that only the most reliable and clinically sound products make it to market, creating a higher barrier to entry but also a stronger competitive advantage for those that succeed. The Scale of Opportunity The healthcare industry is a massive $4 trillion+ market, predominantly driven by human labor rather than technology. Historically, enterprise software companies have struggled to penetrate this sector, as IT budgets represent just 3.5% of revenue—less than half of that in financial services. However, with AI tools advancing rapidly, they are increasingly seen as “AI staff” rather than mere software. This shift opens up opportunities not just in software but in transforming service delivery, potentially disrupting a market valued in trillions rather than billions. The scale of this opportunity far exceeds past software ventures, as reflected in the significant capital and valuations flowing into AI-driven healthcare companies. Whether you’re launching a new clinic, developing infrastructure for the healthcare system, or creating innovative payment or insurance models, now is an unprecedented time to enter the healthcare space. The transformative power of AI is poised to redefine how healthcare companies are built, scaled, and brought to market. 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
Managing Multiple Salesforce Instances: Challenges and Solutions For growing enterprises, managing multiple Salesforce instances can be a significant challenge. Each instance may house critical business data and processes, which often need to be consolidated, particularly during mergers, acquisitions, or different stages of Salesforce adoption. This consolidation is essential to reduce operating costs and enhance efficiency. Salesforce Org Merge Risks. Salesforce Org Merge Risks Overview Salesforce consolidation involves merging several instances into a single Salesforce organization. This process aims to improve operational efficiency, data visibility, and process standardization while minimizing the total cost of ownership. It may require setting up a new Salesforce organization to facilitate the merger. Typical Salesforce Consolidation Plan A comprehensive consolidation plan typically includes the following steps: Complexity and Benefits of Salesforce Consolidation While Salesforce consolidation offers significant benefits, such as improved efficiency and reduced costs, it is a complex process requiring careful planning and execution. Many companies partner with Salesforce experts, like Tectonic, to navigate the intricacies of consolidation successfully. Salesforce Org Merge Risks Risk 1: Under-Scoping Data Mapping, Migration, and Merging Risk 2: Overlooking Metrics, Measurements, and Reports Risk 3: Limiting Stakeholder Engagement and Change Management Conclusion While meticulous planning cannot guarantee a flawless Salesforce migration, it fosters communication among Salesforce, data, and business leaders, making challenges more manageable. Although managing and consolidating systems might seem straightforward, guiding people, processes, and data through the consolidation process is inherently complex and demanding. 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
Salesforce has introduced Industries AI, a suite of foundational, pre-built, and customizable AI capabilities designed to address specific industry needs and challenges. This innovation aims to help customers quickly realize value by automating tasks such as matching patients to clinical trials, providing proactive maintenance alerts for vehicles and machinery, streamlining inventory management, and enhancing services for citizens and program beneficiaries. Industries AI is integrated into all 15 of Salesforce’s industry clouds, offering ready-to-use solutions for a range of sector-specific tasks. To assist customers in getting started, Salesforce has launched the AI Use Case Library, which features over 100 Industries AI capabilities. This library includes dedicated resources and use case guides for each industry cloud. The library will be regularly updated with new capabilities, such as Complaint Summaries, Patient Services & Benefits Verification, and Vehicle Telemetry Summary. Industries AI also lays the groundwork for industry-specific Agentforce agents, which will transform workflows across various roles and scales. These agents, available soon in every industry cloud, can be set up in minutes to autonomously handle business tasks, drawing on CRM data, external data, and metadata. They adhere to privacy and security guidelines and can seamlessly transfer complex cases to human agents with relevant context. As organizations increasingly recognize the urgency of adopting AI—up 700% in the last six months—Industries AI addresses the challenge of building and training AI models, which can be costly and time-consuming. By offering AI capabilities tailored to specific industry needs, Salesforce provides a cost-effective solution that delivers immediate value. Industries AI combines the robustness of an enterprise-grade platform with Salesforce’s deep industry expertise. Built on the Salesforce platform, supported by Data Cloud and the Einstein Trust Layer, it ensures safety and security. Customers can leverage pre-built prompts and industry-specific data models to achieve relevant and contextual insights. Here are some of the new capabilities announced: Jeff Amann, EVP & GM of Salesforce Industries, emphasized the mission to provide practical AI solutions across all industries, enabling organizations to harness AI’s potential efficiently. Most of these features will be generally available between October 2024 and February 2025, with ongoing updates through Salesforce’s three annual releases. Generally Available Today: Available in October 2024: Available in Beta in October 2024: Generally Available in February 2025: 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
Salesforce has announced its acquisition of AI voice agent firm Tenyx, with the deal expected to close in the third quarter. While the financial terms have not been disclosed, Tenyx’s co-founders, CEO Itamar Arel and CTO Adam Earle, along with their team, will join Salesforce as part of the acquisition. This move comes after Salesforce, under pressure from activist investors, previously shifted away from acquisitions and increased its share buybacks following the dissolution of its mergers and acquisitions committee. However, the company is now pursuing strategic acquisitions to boost revenue growth. Conversational AI forthe Enterprise Tenyx Voice is an Interactive Virtual Agent (IVA) built from the ground up leveraging today’s modern AI stack. Built by a team with a proven track record in voice AI, and leveraging a unique core AI and voice platform, Tenyx promises to redefine customer interactions for the enterprise. Tenyx Voice is an Interactive Virtual Agent (IVA) built from the ground up leveraging today’s modern AI stack. Built by a team with a proven track record in voice AI, and leveraging a unique core AI and voice platform, Tenyx promises to redefine customer interactions for the enterprise. Industries and Use Cases If 2023 was the year of large language models (LLMs), 2024 is shaping up to be the year of voice agents. When ChatGPT made waves globally, startups, tech firms, and entrepreneurs rushed to discover business use cases for the new technology. The ideal applications targeted tasks that are costly, time-consuming, and hard to scale. Voice agents and automated customer service systems quickly emerged as one of the most promising solutions. However, many companies deploying these systems aren’t fully considering their impact on customers. That’s why Tenyx is launching its inaugural Voice AI Consumer Report. We surveyed hundreds of Americans across different age groups, races, geographies, and genders to better understand their preferences and experiences with AI-powered voice agents. Here are the key findings: What this means: Frustrating Calls Hurt Your Brand Imagine calling customer service for a quick solution, only to be met by an automated voice agent that can’t understand your request or handle complex issues. It’s a common and frustrating experience. Our data shows that nearly 7 in 10 people express frustration or annoyance with today’s automated voice agents—sentiments that can severely damage customer loyalty and business outcomes. “Our report highlights a major disconnect between consumer expectations and the performance of current automated voice agents,” says Itamar Arel, CEO of Tenyx. “While these systems promise efficiency and cost savings, they often fall short when it comes to addressing consumers’ nuanced needs.” Incomplete AI Systems Drive Customer Churn Subpar AI systems are driving customers away. Two-thirds of respondents said they wouldn’t return to a company after a negative experience with its AI voice agent. In fact, 67% still prefer interacting with human agents over automated ones. Why? Current AI voice agents struggle with complex issues and fail to provide the empathy and problem-solving skills that human agents, or more advanced AI systems, offer. Selective Deployment and Industry-Specific Agents Matter Our data shows that consumers are more accepting of voice agents in certain industries than others. Sectors like healthcare, restaurants, and telecoms saw the highest satisfaction with AI voice agents, while airlines, banking, and hotels ranked the lowest. This highlights the importance of selective deployment and tailoring voice agents for specific industries to better meet customer needs. Looking Ahead: The Promise of Perfect Automation Despite the skepticism, there’s hope. Two-thirds of respondents indicated they’d embrace automated voice agents if these systems could match the performance of human agents. This is exactly what we’re working on at Tenyx—building scalable, reliable AI agents that serve businesses and customers globally. “As leaders in voice AI technology, Tenyx is dedicated to closing the gap between consumer expectations and technological capabilities,” Arel says. “Our mission is to equip businesses with AI solutions that not only streamline operations but also boost customer satisfaction.” Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Today marks the 77th anniversary of the first computer bug, which occurred when a moth became lodged in the 25-ton Harvard Mark II. The incident led programmer Grace Hopper to file what is now recognized as the first bug report. Wait, you weren’t even alive yet? Which begs the question. Should AI Bug Us? If asked what the most popular topic on the internet is today, one might confidently answer: AI. This year has seen a variety of perspectives on the subject. Data scientist Stephanie Kirmer reminded readers that generative AI still hasn’t become profitable. Margaret Efron highlighted words that give away AI-generated content (such as the overuse of “robust”). Meanwhile, Jim the AI Whisperer addressed a quirky tendency of ChatGPT to overuse the word “delve” due to its reliance on British English in its training data. Beyond these discussions, a deeper conversation is emerging about what AI means for humanity on an existential level. Writers are increasingly considering how AI impacts our perception of ourselves. Paul Siemers, PhD, who focuses on the philosophy of technology, explores this topic in his essay The Ontological Shock of AI. Ontology, the study of existence, traces how humans have categorized the world over millennia. Siemers notes that over the last two centuries, humanity has split existence into living and non-living categories. However, AI is starting to blur those lines. He argues that humanity needs to reconsider this dualistic view and accept new forms of existence. As unsettling as this may seem, it could explain part of society’s current discomfort with AI. Katharine Esty, PhD, who celebrated her 90th birthday this summer, published a guide for navigating life in your 80s. Her reflections on life and reinvention offer inspiration to readers of all ages. Practical Wisdom for Your Day: Live Life in Semesters A useful approach to structuring life is to think in “semesters”—15 to 17 weeks of focused work. This timeframe is long enough to accomplish something significant, but short enough to avoid burnout. 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
