Digital Transformation Archives - gettectonic.com - Page 2
Customer Engagement with AI
18Oct

Customer Engagement with AI

Funlab Explores AI to Boost Customer Engagement in Leisure Venues In a push to enhance customer experiences across its “leisure-tainment” venues, Funlab has begun experimenting with artificial intelligence. Speaking at a Salesforce Agentforce event in Sydney, Funlab’s Head of Customer Relationships and Retention, Tracy Tanti, shared that the company is “excited to be able to start experimenting” with AI. Agentforce, a Salesforce platform designed to create autonomous agents for supporting employees and customers, serves as a key part of Funlab’s AI exploration efforts. According to Tanti, Funlab has a range of AI-focused projects on its roadmap, with the goal of blending digital experiences into real-life interactions and supporting both venue and corporate teams with AI-driven tools. Reflecting the company’s dedication to careful planning, Tanti described how Salesforce connected Funlab with another customer, Norths Collective, to discuss its own AI implementation journey. Robert Lopez, Chief Marketing and Innovation Officer at Norths Collective, has seen success with enhanced personalization and analytics, which have contributed to increased membership and engagement. Tanti noted that Norths Collective’s transformation work would provide valuable insights for Funlab as it optimizes its data in preparation for AI adoption. Currently, Funlab is in a post-digital transformation phase, refining its processes to deliver more connected and personalized guest experiences throughout the customer lifecycle. With ongoing expansion into the U.S. market—including recent openings of Holey Moley venues—Funlab is also focusing on building robust support infrastructure and engaging local audiences through Salesforce. Tanti highlighted the company’s vision for the U.S. to become a significant portion of total revenues and emphasized how Salesforce will help Funlab nurture a strong customer database in this new market. Additionally, Funlab is leveraging Salesforce to grow its event and function sales, which are projected to reach 39% of total online revenue by year’s end, up from 23% earlier this year. This expansion underscores Funlab’s commitment to using AI and data-driven insights to fuel growth and deepen customer engagement across all its markets and venues. 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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October 18, 2024in Artificial Intelligence, Data, Salesforce
AI Agents and Digital Transformation
18Oct

AI Agents and Digital Transformation

In the rapidly developingng world of technology, Artificial Intelligence (AI) is revolutionizing industries and reshaping how we interact with digital systems. One of the most promising advancements within AI is the development of AI agents. These intelligent entities, often powered by Large Language Models (LLMs), are driving the next wave of digital transformation by enabling automation, personalization, and enhanced decision-making across various sectors. AI Agents and digital transformation are here to stay. What is an AI Agent? An AI agent, or intelligent agent, is a software entity capable of perceiving its environment, reasoning about its actions, and autonomously working toward specific goals. These agents mimic human-like behavior using advanced algorithms, data processing, and machine-learning models to interact with users and complete tasks. LLMs to AI Agents — An Evolution The evolution of AI agents is closely tied to the rise of Large Language Models (LLMs). Models like GPT (Generative Pre-trained Transformer) have showcased remarkable abilities to understand and generate human-like text. This development has enabled AI agents to interpret complex language inputs, facilitating advanced interactions with users. Key Capabilities of LLM-Based Agents LLM-powered agents possess several key advantages: Two Major Types of LLM Agents LLM agents are classified into two main categories: Multi-Agent Systems (MAS) A Multi-Agent System (MAS) is a group of autonomous agents working together to achieve shared goals or solve complex problems. MAS applications span robotics, economics, and distributed computing, where agents interact to optimize processes. AI Agent Architecture and Key Elements AI agents generally follow a modular architecture comprising: Learning Strategies for LLM-Based Agents AI agents utilize various learning techniques, including supervised, reinforcement, and self-supervised learning, to adapt and improve their performance in dynamic environments. How Autonomous AI Agents Operate Autonomous AI agents act independently of human intervention by perceiving their surroundings, reasoning through possible actions, and making decisions autonomously to achieve set goals. AI Agents’ Transformative Power Across Industries AI agents are transforming numerous industries by automating tasks, enhancing efficiency, and providing data-driven insights. Here’s a look at some key use cases: Platforms Powering AI Agents The Benefits of AI Agents and Digital Transformation AI agents offer several advantages, including: The Future of AI Agents The potential of AI agents is immense, and as AI technology advances, we can expect more sophisticated agents capable of complex reasoning, adaptive learning, and deeper integration into everyday tasks. The future promises a world where AI agents collaborate with humans to drive innovation, enhance efficiency, and unlock new opportunities for growth in the digital age. AI Agents and Digital Transformation By partnering with AI development specialists at Tectonic, organizations can access cutting-edge solutions tailored to their needs, positioning themselves to stay ahead in the rapidly evolving AI-driven market. Agentforce 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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October 18, 2024in Agentforce Platform, Artificial Intelligence, Data, Enterprise, Salesforce Copilots, Technology
Latest on AI, CRM, and Data Innovations
18Oct

Latest on AI, CRM, and Data Innovations

What’s Happening at Salesforce? The Latest on AI, CRM, and Data Innovations OneMagnify and CX Today have collaborated to explore the latest advancements in AI, CRM, and data at Salesforce. The Salesforce suite is evolving rapidly, driven by the emergence of generative AI, large language models, and increasingly diverse customer demands. Discover how Salesforce is adapting to this dynamic landscape, what the future holds for the industry giant, and how business leaders can maximize the potential of the Salesforce platform. Adam MacDonald, a Salesforce Solution Engineer at OneMagnify, emphasizes, “Organizations often struggle with Salesforce implementation when they fail to align internally and address data silos as the first step in their digital transformation. Defining the solution with the end goal in mind, while allowing for quick, focused wins, is a solid strategy for securing the long-term organizational buy-in essential for successful implementation.” 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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October 18, 2024in Data, Generative AI, Salesforce
Life of a Salesforce Admin in the AI Era
18Oct

Life of a Salesforce Admin in the AI Era

The life of Salesforce admins is rapidly evolving as artificial intelligence (AI) becomes integral to business operations. Let’s examine the Life of a Salesforce Admin in the AI Era. By 2025, the Salesforce admin’s role will expand beyond managing CRM systems to include leveraging AI tools to enhance efficiency, boost productivity, and maintain security. While this future offers exciting opportunities, it also comes with new responsibilities that require admins to adapt and learn. So, what will Salesforce admins need to succeed in this AI-driven landscape? The Salesforce Admin’s Role in 2025 In 2025, Salesforce admins will be at the forefront of digital transformation, helping organizations harness the full potential of the Salesforce ecosystem and AI-powered tools. These AI tools will automate processes, predict trends, and improve overall efficiency. Many professionals are already enrolling in Salesforce Administrator courses focused on AI and automation, equipping them with the essential skills to thrive in this new era. Key Responsibilities in Life of a Salesforce Admin in the AI Era 1. AI Integration and Optimization Admins will be responsible for integrating AI tools like Salesforce Einstein AI into workflows, ensuring they’re properly configured and tailored to the organization’s needs. Core tasks include: 2. Automating Processes with AI AI will revolutionize automation, making complex workflows more efficient. Admins will need to: 3. Data Management and Predictive Analytics Admins will leverage AI to manage data and generate predictive insights. Key responsibilities include: 4. Enhancing Security and Compliance AI-powered security tools will help admins proactively protect systems. Responsibilities include: 5. Supporting AI-Driven Customer Experiences Admins will deploy AI tools that enhance customer interactions. Their responsibilities include: 6. Continuous Learning and Upskilling As AI evolves, so too must Salesforce admins. Key learning areas include: 7. Collaboration with Cross-Functional Teams Admins will work closely with IT, marketing, and sales teams to deploy AI solutions organization-wide. Their collaborative efforts will include: Skills Required for Future Salesforce Admins 1. AI and Machine Learning Proficiency Admins will need to understand how AI models like Einstein AI function and how to deploy them. While not requiring full data science expertise, a solid grasp of AI concepts—such as predictive analytics and machine learning—will be essential. 2. Advanced Data Management and Analysis Managing large datasets and ensuring data accuracy will be critical as admins work with AI tools. Proficiency in data modeling, SQL, SOQL, and ETL processes will be vital for handling AI-powered data management. 3. Automation and Process Optimization AI-enhanced automation will become a key responsibility. Admins must master tools like Salesforce Flow and Einstein Automate to build intelligent workflows and ensure smooth process automation. 4. Security and Compliance Expertise With AI-driven security protocols, admins will need to stay updated on data privacy regulations and deploy tools that ensure compliance and prevent data breaches. 5. Collaboration and Leadership Admins will lead the implementation of AI tools across departments, requiring strong collaboration and leadership skills to align AI-driven solutions with business objectives. Advanced Certifications for AI-Era Admins To stay competitive, Salesforce admins will need to pursue advanced certifications. Key certifications include: Tectonic’s Thoughts The Salesforce admin role is transforming as AI becomes an essential part of the platform. By mastering AI tools, optimizing processes, ensuring security, and continuously upskilling, Salesforce admins can become pivotal players in driving digital transformation. The future is bright for those who embrace the AI-powered Salesforce landscape and position themselves at the forefront of innovation. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 18, 2024in AI Tools, Artificial Intelligence, Data, Salesforce, Salesforce Einstein
Generative AI Replaces Legacy Systems
15Oct

Generative AI Replaces Legacy Systems

Generative AI Will Overtake Legacy Stack Vendors With the rise of generative AI, legacy software vendors like Appian, IBM, Salesforce, SAP, Pegasystems, IFS, Oracle, Software AG, TIBCO, and UIPath are becoming increasingly obsolete. These vendors represent the old guard, clinging to outdated business process automation systems, while the future clearly belongs to AI-driven innovation. Back in the early 2010s, discussions around dynamic processes—self-assembling workflows created by artificial intelligence—were already gaining traction. The vision was to bypass the need for traditional process mapping or manually designing new interfaces. Instead, AI would dynamically generate processes in response to specific tasks, allowing for far greater flexibility and adaptability. However, business rules within BPMS (Business Process Management Systems) often imposed constraints that limited decision-making flexibility. Today, this vision is finally within reach. Many traditional stack vendors are scrambling to integrate generative AI into their offerings in a desperate bid to remain relevant. But the truth is, generative AI renders these vendors largely unnecessary. For instance, Pegasystems, like many others, now incorporates generative AI into its software, but users are still bound to old workflows and low-code development systems. The reliance on building processes, regardless of AI assistance, keeps them stuck in the past. Across the board—whether it’s ERP, CRM, or RPA—vendors such as Salesforce, SAP, and IFS remain tethered to their outdated systems, even though they possess all the necessary data, both structured and unstructured, to benefit from a simpler, AI-powered approach. All that’s needed is a generative AI layer on top to handle tasks like customer complaints. Consider a customer complaint scenario: traditionally, a complaint is processed through a defined workflow, often requiring the creation of expensive, custom SaaS solutions. But what if an LLM (Large Language Model) could handle this instead? The LLM could analyze the complaint, extract key information, assess urgency through sentiment analysis, and generate a custom workflow on the fly. It could even generate backend code in real-time to process refunds or update databases, all without relying on legacy front-end systems. The LLM’s ability to create and execute dynamic workflows eliminates the need for static business processes. The AI generates temporary code and UI elements to handle a specific interaction, then discards them once the task is complete. This shifts the focus away from traditional, bloated enterprise systems and towards dynamic, JIT (Just-In-Time) interactions that are tailored to each individual customer. The efficiency gains are not in cutting jobs but in eliminating the need for costly, antiquated software and lengthy digital transformation programs. Generative AI doesn’t require massive ERP or CRM implementations, and businesses can converse directly with customer data through AI, bypassing the need for complex system integrations. Master Data Management, which once consumed millions of dollars and years of effort, is now positioned to become a simple, AI-powered solution. Enterprises already have well-structured and clean data, and adding a generative AI layer could remove the need for integrating or syncing legacy systems. The era of major vendors selling AI-enhanced solutions built on top of decaying software stacks is coming to an end. The idea of using generative AI as the foundation for a new business operating system, without the need for bloated, legacy software, is increasingly appealing. With the global workflow automation market projected to grow to .4 billion by 2030, the future clearly belongs to AI-driven solutions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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October 15, 2024in Artificial Intelligence, Data, Enterprise, Generative AI, Salesforce
Gap Between Data and Decisions
14Oct

Gap Between Data and Decisions

Bridging the Gap Between Data and Decisions One of the biggest challenges in enterprise technology is the fragmentation of data across various systems, commonly referred to as data silos. Salesforce research shows that 81% of IT leaders believe these silos prevent their organizations from fully utilizing data, while 94% of business leaders feel they should be extracting more value from their data. Despite the wealth of available information, only 30% of employees report using data to make decisions. Tableau Einstein addresses this challenge by enabling self-service analytics through a unified metadata framework. This framework ensures consistent data definitions and structures across an organization, allowing data architects and analysts to create semantic models. These models simplify complex datasets, making them more accessible to business users. Additionally, the platform integrates AI-powered agents into the data authoring process, automatically suggesting relationships between data objects and providing business context to improve the reliability of insights. Integrating AI for Proactive Insights Southard Jones, Chief Product Officer of Tableau, highlights the need for analytics tools to deliver proactive and autonomous insights within users’ workflows. “Employees often miss critical insights because they lack the time or expertise to analyze complex data sets,” Jones said. “With predictive and generative AI, Tableau Einstein can explore your data and surface insights you might not have considered.” Features like Pulse and Tableau Agent provide insights within familiar platforms like Salesforce, Slack, and third-party applications such as Workday. For example, a manager using Workday might receive real-time notifications about team performance metrics or potential indicators of employee attrition, allowing for timely intervention. Enhancing Trust Through Transparency Building trust in data analytics is key to adoption. Tableau Einstein introduces Tableau Semantics, which acts as a bridge between raw data and business terminology. “With Tableau Semantics, we provide clear explanations and data lineage, showing users exactly how metrics are created,” Jones explained. This transparency demystifies complex calculations, making it easier for users to understand metrics like campaign ROI. By aligning technical data with business understanding, the platform seeks to make analytics more accessible and trustworthy. Potential Challenges While AI-driven analytics holds great promise, it raises questions about data privacy, implementation complexity, and the learning curve for employees. Although AI-powered insights can revolutionize how organizations use data, it’s essential to address data governance concerns and ensure employees are trained to interpret AI-generated insights accurately. The competitive landscape for AI analytics tools is growing, with alternatives like Microsoft’s Power BI offering similar capabilities. Organizations will need to compare Tableau Einstein with other options in terms of features, integration potential, and overall cost. Facilitating Collaboration and Customization Tableau Einstein’s open, API-driven architecture enables developers to create customized analytical agents tailored to specific enterprise needs. “By opening our APIs, we allow developers to interact with the platform programmatically,” Jones noted. This flexibility supports the creation of custom analytics solutions that can seamlessly integrate with other business applications. The platform also introduces marketplace capabilities for sharing and discovering data models and analytics assets, fostering collaboration and innovation while reducing redundant efforts across organizations. Real-World Applications and Early Feedback Early adopters are already exploring how Tableau Einstein enhances decision-making processes. Leslie Bercher, Senior Director of Performance Marketing & Analytics at Arvest Bank, noted, “Embedding these insights into our daily applications empowers teams to make informed decisions quickly. It’s not just about data; it’s about having actionable insights when and where we need them.” Despite the potential, adopting advanced analytics tools may require investment in training and change management to ensure successful implementation. Without the right support, organizations may struggle to unlock the full potential of these technologies. Looking Ahead: The Future of AI-Powered Analytics Tableau Einstein is available through Tableau+, with future integrations planned across Salesforce products, including Sales, Service, Marketing, and Commerce Cloud. Salesforce is offering expert guidance, migration support, and a reimagined partner network to help businesses adopt the platform efficiently. As companies continue their digital transformation journeys, AI-powered analytics tools like Tableau Einstein will be pivotal in making data more accessible and actionable. Success will depend on how well organizations address challenges related to data privacy, employee training, and system integration. “The autonomous revolution in analytics is just beginning,” Jones observed. “The key will be how companies use these tools to gain insights and drive strategic actions that lead to measurable business outcomes.” Salesforce’s launch of Tableau Einstein marks a significant step in democratizing data analytics within organizations. By embedding AI-driven insights into daily workflows and increasing transparency in data metrics, the platform has the potential to transform operations. However, realizing this potential will require thoughtful implementation, strong employee engagement, and ongoing support. As AI and analytics evolve, companies that harness these technologies effectively will gain a competitive advantage in a data-driven world. 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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October 14, 2024in Generative AI
Generative AI and Patient Engagement
07Oct

Generative AI and Patient Engagement

The healthcare industry is undergoing a significant digital transformation, with generative AI and chatbots playing a prominent role in various patient engagement applications. Technologies such as online symptom checkers, appointment scheduling, patient navigation tools, medical search engines, and patient portal messaging are prime examples of how AI is enhancing patient-facing interactions. These advancements aim to alleviate staff workload while improving the overall patient experience, according to industry experts. However, even these patient-centric applications face challenges, such as the risk of generating medical misinformation or biased outcomes. As healthcare professionals explore the potential of generative AI and chatbots, they must also implement safeguards to prevent the spread of false information and mitigate disparities in care. Online Symptom Checkers Online symptom checkers allow patients to input their symptoms and receive a list of potential diagnoses, helping them decide the appropriate level of care, whether it’s urgent care or self-care at home. These tools hold promise for improving patient experiences and operational efficiency, reducing unnecessary healthcare visits. For healthcare providers, they help triage patients, ensuring those who need critical care receive it. However, the effectiveness of online symptom checkers is mixed. A 2022 literature review revealed that diagnostic accuracy ranged between 19% and 37.9%, while triage accuracy was higher, between 48.9% and 90%. Patient reception to these tools has been lukewarm as well, with some expressing dissatisfaction with the COVID-19 symptom checkers during the pandemic, mainly when the tools did not emulate human interaction. Moreover, studies have indicated that these tools might exacerbate health inequities, as users tend to be younger, female, and more digitally literate. To mitigate this, developers must ensure that chatbots can communicate in multiple languages, replicate human interactions, and escalate to human providers when needed. Self-Scheduling and Patient Navigation Generative AI and conversational AI have shown promise in addressing lower-level patient inquiries, such as appointment scheduling and navigation, reducing the strain on healthcare staff. AI-driven scheduling systems help fill gaps in navigation by assisting patients with appointment bookings and answering logistical questions, like parking or directions. A December 2023 review noted that AI-optimized patient scheduling reduces provider time burdens and improves patient satisfaction. However, barriers such as health equity, access to broadband, and patient trust must be addressed to ensure effective implementation. While organizations need to ensure these systems are accessible to all, AI is a valuable tool for managing routine patient requests, freeing staff to focus on more complex issues. Online Medical Research AI tools like ChatGPT are expanding on the “Dr. Google” phenomenon, offering patients a way to search for medical information. Despite initial concerns from clinicians about online medical searches, recent studies show that generative AI tools can provide accurate and understandable information. For instance, ChatGPT accurately answered breast cancer screening questions 88% of the time in one 2023 study and offered adequate colonoscopy preparation information in another. However, patients remain cautious about AI-generated medical advice. A 2023 survey revealed that nearly half of respondents were concerned about potential misinformation, and many were unsure about the sources AI tools use. Addressing these concerns by validating source material and providing supplementary educational resources will be crucial for building patient trust. Patient Portal Messaging and Provider Communication Generative AI is also finding its place in patient portal messaging, where it can generate responses to patient inquiries, helping to alleviate clinician burnout. In a 2024 study, AI-generated responses within a patient portal were often indistinguishable from those written by clinicians, requiring human editing in only 58% of cases. While chatbot-generated messages have been found to be more empathetic than those written by overworked providers, it’s important to ensure AI-generated responses are always reviewed by healthcare professionals to catch any potential errors. In addition to patient engagement, generative AI is being used in clinical decision support and ambient documentation, showcasing its potential to improve healthcare efficiency. However, developers and healthcare organizations must remain vigilant about preventing algorithmic bias and other AI-related risks. 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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October 7, 2024in AI Tools, Generative AI, Google, Google Analytics, Salesforce Development Services, Salesforce Health and Life Sciences Solutions, Salesforce Implementation Services, Salesforce Optimization, Technology
Promising Patient Engagement Use Cases for GenAI and Chatbots
06Oct

Promising Patient Engagement Use Cases for GenAI and Chatbots

Promising Patient Engagement Use Cases for GenAI and Chatbots Generative AI (GenAI) is showing great potential in enhancing patient engagement by easing the burden on healthcare staff and clinicians while streamlining the overall patient experience. As healthcare undergoes its digital transformation, various patient engagement applications for GenAI and chatbots are emerging as promising tools. Let’s look at Promising Patient Engagement Use Cases for GenAI and Chatbots. Key applications of GenAI and patient-facing chatbots include online symptom checkers, appointment scheduling, patient navigation, medical search engines, and even patient portal messaging. These technologies aim to alleviate staff workloads while improving the patient journey, according to some experts. However, patient-facing AI applications are not without challenges, such as the risk of generating medical misinformation or exacerbating healthcare disparities through biased algorithms. As healthcare professionals explore the potential of GenAI and chatbots for patient engagement, they must also ensure safeguards are in place to prevent the spread of inaccuracies and avoid creating health inequities. Online Symptom Checkers Online symptom checkers allow healthcare organizations to assess patients’ medical concerns without requiring an in-person visit. Patients can input their symptoms, and the AI-powered chatbot will generate a list of possible diagnoses, helping them decide whether to seek urgent care, visit the emergency department, or manage symptoms at home. These tools promise to improve both patient experience and operational efficiency by directing patients to the right care setting, thus reducing unnecessary visits. For healthcare providers, symptom checkers can help triage patients and ensure high-acuity areas are available for those needing critical care. Despite their potential, studies show mixed results regarding the diagnostic accuracy of online symptom checkers. A 2022 literature review found that diagnostic accuracy for these tools ranged from 19% to 37.9%. However, triage accuracy—referring patients to the correct care setting—was better, ranging between 48.9% and 90%. Patient reception to symptom checkers has also been varied. For example, during the COVID-19 pandemic, symptom checkers were designed to help patients assess whether their symptoms were virus-related. While patients appreciated the tools, they preferred chatbots that displayed human-like qualities and competence. Tools perceived as similar in quality to human interactions were favored. Furthermore, some studies indicate that online symptom checkers could deepen health inequities, as users tend to be younger, female, and more digitally literate. To mitigate this, AI developers must create chatbots that can communicate in multiple languages, mimic human interaction, and easily escalate issues to human professionals when needed. Self-Scheduling and Patient Navigation GenAI and conversational AI are proving valuable in addressing routine patient queries, like appointment scheduling and patient navigation, tasks that typically fall on healthcare staff. With a strained medical workforce, using AI for lower-level inquiries allows clinicians to focus on more complex tasks. AI-enhanced appointment scheduling systems, for example, not only help patients book visits but also answer logistical questions like parking directions or department locations within a clinic. A December 2023 literature review highlighted that AI-optimized scheduling could reduce provider workload, increase patient satisfaction, and make healthcare more patient-centered. However, key considerations for AI integration include ensuring health equity, broadband access, and patient trust. While AI can manage routine requests, healthcare organizations need to ensure their tools are accessible and functional for diverse populations. Online Medical Research GenAI tools like ChatGPT are contributing to the “Dr. Google” phenomenon, where patients search online for medical information before seeing a healthcare provider. While some clinicians have been cautious about these tools, research suggests they can effectively provide accurate medical information. For instance, an April 2023 study showed that ChatGPT answered 88% of breast cancer screening questions correctly. Another study in May 2023 demonstrated that the tool could adequately educate patients on colonoscopy preparation. In both cases, the information was presented in an easy-to-understand format, essential for improving health literacy. However, GenAI is not without flaws. Patients express concern about the reliability of AI-generated information, with a 2023 Wolters Kluwer survey showing that 49% of respondents worry about false information from GenAI. Additionally, many are uneasy about the unknown sources and validation processes behind the information. To build patient trust, AI developers must ensure the accuracy of their source material and provide supplementary authoritative resources like patient education materials. Patient Portal Messaging and Provider Communication Generative AI has also found use in patient portal messaging, where it can draft responses on behalf of healthcare providers. This feature has the potential to reduce clinician burnout by handling routine inquiries. A study conducted at Mass General Brigham in April 2024 revealed that a large language model embedded in a secure messaging tool could generate acceptable responses to patient questions. In 58% of cases, chatbot-generated messages required human editing. Promising Patient Engagement Use Cases for GenAI and Chatbots Interestingly, other research has found that AI-generated responses in patient portals are often more empathetic than those written by overworked healthcare providers. Nevertheless, AI responses should always be reviewed by a clinician to ensure accuracy before being sent to patients. Generative AI is also making strides in clinical decision support and ambient documentation, further boosting healthcare efficiency. However, as healthcare organizations adopt these technologies, they must address concerns around algorithmic bias and ensure patient safety remains a top priority. 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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October 6, 2024in Agentforce Platform, AI Tools, Generative AI, Google, Laws, Life Sciences Cloud, Salesforce Development Services, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud
AI and Digital Transformation
02Oct

AI and Digital Transformation

The buzz around AI has become the latest trend, but there’s a deeper truth behind it. While some may joke that AI’s rise means no longer needing to discuss Digital Transformation, the reality is quite the opposite. Communication Service Providers (CSPs) and infrastructure companies that have embraced Digital Transformation are now reaping the rewards of AI. But what exactly is Digital Transformation, and how has it paved the way for AI? Let’s explore. The Digital Transformation Journey Digital transformation is about more than just adopting new technologies. It involves integrating digital technology into every aspect of a business, fundamentally altering how operations are conducted and how value is delivered to customers. This transformation requires a cultural shift, pushing organizations to challenge the status quo, experiment with new ideas, and embrace the possibility of failure. For CSPs that have successfully undergone digital transformation, the benefits are clear: streamlined operations, enhanced customer experiences, and valuable data insights. This transformation has created the ideal environment for AI to thrive, as AI relies on vast amounts of data, particularly structured data. The COVID-19 pandemic accelerated the pace of digital transformation, especially for CSPs. As companies adapted to new ways of working and serving customers, the need for robust digital infrastructure became more apparent. The surge in demand for digital services—driven by remote work, e-learning, and online communication—highlighted the importance of digital agility and the ability to leverage AI to meet rapidly changing customer needs. The pandemic not only pushed CSPs to advance their digital transformation efforts but also to innovate more quickly, ensuring they remain competitive in a fast-evolving digital landscape. The AI and Data Dilemma AI is revolutionizing industries by enabling smarter decision-making, process automation, and personalized customer experiences. However, AI’s effectiveness is heavily dependent on data—clean, well-organized, and easily accessible data. This is where digital transformation becomes crucial. CSPs that have invested in digital transformation have the necessary infrastructure to effectively collect, store, and analyze data, providing the fuel that powers AI. The Consequences of Falling Behind CSPs that have not embraced digital transformation face significant challenges in the AI race. Without a solid digital foundation, these companies struggle to harness AI’s potential. Their data is often siloed, outdated, or simply unusable. Many organizations still operate with multiple billing systems and customer care platforms for each line of business, all functioning in silos without any cross-functional intelligence. Attempting to implement AI on a weak digital foundation is akin to building the house on the sand—it’s doomed to fail. Without digital transformation, companies lack the infrastructure needed to support AI initiatives, resulting in missed opportunities for efficiency gains, cost savings, and competitive advantages. This is a common reason why enterprises fail in AI adoption, with Gartner reporting that over 80% of enterprises struggle with data quality or quantity issues. Real-World Examples Companies like Amazon and Netflix have successfully undergone digital transformation and are now leveraging AI to enhance their services. Amazon uses AI for personalized recommendations and optimizing its supply chain, while Netflix utilizes AI to analyze viewer preferences and recommend content that keeps users engaged. Conversely, companies slow to adopt digital transformation face significant challenges. Traditional retailers, for example, struggle to compete with e-commerce giants. Without the ability to leverage AI for personalized marketing and inventory management, they are losing market share. The Role of IFS IFS, through its flagship product IFS Cloud, offers a unified platform with a consistent data layer, ensuring that all data is clean, well-organized, and accessible. IFS also applies “Industrial AI,” embedding AI into applications where and when it makes sense. This approach ensures that AI evolves with the product and that the necessary AI governance is embedded. By integrating AI in a way that aligns with CSP operations, IFS not only supports AI implementation but also guides organizations through their digital transformation journey in a symbiotic manner. The Path Forward The key takeaway is clear: If an organization hasn’t started its digital transformation journey, the time to begin is now. Embracing change, investing in technology, and fostering a culture that values innovation will position companies to fully leverage AI and maintain a competitive edge. Starting with AI without a strong data foundation can lead to costly investments that fail to deliver the expected efficiencies. Digital transformation is not a one-time project but an ongoing process. Companies must remain open to advances, continuously experiment, and not fear failure. Remember Edison never said he failed. He just discovered another way not to create a light bulb. The future belongs to those who are willing to adapt and evolve. 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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October 2, 2024in Salesforce

CriticalRiver Showcases Salesforce Studio at Dreamforce 2024

CriticalRiver Showcases Salesforce Studio at Dreamforce 2024 PLEASANTON, CA, September 16, 2024 /EINPresswire.com/ — At Dreamforce 2024, CriticalRiver’s Salesforce Studio will highlight its expertise in utilizing Salesforce’s powerful tools to drive seamless digital transformations and enhance customer experiences. With Salesforce technologies at the core, CriticalRiver’s Salesforce Studio has enabled organizations to achieve sustainable growth while navigating the complexities of the digital era. “Dreamforce 2024 offers an excellent opportunity to showcase our longstanding partnership with Salesforce,” said Anji Maram, Founder and CEO of CriticalRiver Inc. As part of this partnership, CriticalRiver continues to develop cutting-edge solutions that boost business outcomes for its global clients. “Our Salesforce Studio has empowered our customers worldwide to implement state-of-the-art designs and solutions, helping them evolve and elevate their customer experiences,” added Vikram Lahiri, Global Salesforce Studio Leader. In addition to sharing success stories, the Salesforce Studio Growth & Leadership team will be available for in-depth discussions on emerging trends within the Salesforce ecosystem. Topics will cover the role of AI and automation in customer relationship management, as well as strategies for optimizing Salesforce investments. Join Us in Celebrating Success Trailblazers are invited to an exclusive social hour hosted by CriticalRiver on Tuesday, September 17, 2024, starting at 5 PM. For more information, please visit our website. About CriticalRiver Inc. CriticalRiver Inc. is a global leader in consulting and technology services, transforming businesses with innovative solutions that address complex challenges. Serving top enterprises, including Fortune 100 and 500 companies, CriticalRiver specializes in Digital Transformation, Digital Experience Management, Digital Engagement, and Digital Engineering. Our mission is to simplify, automate, and enhance operations for scalable growth. Recently, CriticalRiver became a 100% employee-owned company, reinforcing its dedication to customer-centricity, employee empowerment, and shared success. For more information about CriticalRiver’s participation at Dreamforce 2024 or to schedule an interview with our leadership team, please contact: [email protected]. Contact: Reet Sibia GwariCriticalRiver Inc.+1 844-228-5319 Legal Disclaimer:EIN Presswire provides this content “as is” without any warranties. We do not assume responsibility for the accuracy, completeness, or reliability of the information. If you have concerns regarding this article, please contact the author directly. 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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October 2, 2024in Enterprise, Salesforce, Technology
Salesforce Continues to Push the Boundaries of AI Innovation
28Sep

Salesforce Continues to Push the Boundaries of AI Innovation

In a strategic move to enhance its AI capabilities, Salesforce has announced the acquisition of Zoomin, a leader in unstructured data management solutions. This acquisition, expected to finalize in the fourth quarter of Salesforce’s fiscal year 2025, aligns with the company’s mission to dominate the enterprise AI landscape through its Agentforce platform. The acquisition further highlights Salesforce’s commitment to advancing AI-driven customer experiences and operational efficiency. Financial details of the transaction were not disclosed, but Salesforce confirmed that it would not affect previous earnings guidance. Previously, in discussions around Service Cloud’s push for Unified Knowledge, there were concerns about relying on partners like Zoomin. This acquisition addresses those concerns by filling a critical gap in Salesforce’s product offerings and adding new functionalities to Data Cloud. Strengthening Data Cloud for AI Zoomin’s technology will enhance Salesforce’s Data Cloud by providing improved support for managing unstructured data—a cornerstone of modern AI systems. This is a critical step in Salesforce’s AI strategy, particularly for the Agentforce platform, as it enables more comprehensive, context-aware AI capabilities. Rahul Auradkar, Salesforce’s EVP & GM of Unified Data Services & Einstein, stressed the importance of this acquisition. “Unstructured data is the key to unlocking AI’s full potential in customer interactions,” Auradkar said. “With Zoomin’s technology, we’re not just improving data management—we’re revolutionizing how AI agents understand and use information to deliver personalized experiences.” The integration of Zoomin’s Unified Knowledge technology directly addresses a key challenge in AI: managing and understanding unstructured data to create smarter AI agents. By strengthening its data foundation, Salesforce is positioning itself to deliver more sophisticated AI applications across its platform. Agentforce: A New AI Frontier Salesforce’s recently launched Agentforce platform aims to revolutionize enterprise AI with autonomous AI agents capable of advanced decision-making and task automation. By incorporating Zoomin’s technology, Agentforce will gain the ability to process and utilize unstructured data more effectively, setting it apart from competitors like Microsoft’s Copilot, which often requires significant user input and prompt engineering. The enhanced Agentforce platform will deliver a host of benefits, from improved customer service automation to more accurate sales forecasting and personalized marketing campaigns. By tapping into unstructured data, Salesforce is paving the way for AI-driven insights and actions previously unattainable with traditional approaches. A Natural Progression from Partnership to Acquisition Zoomin’s relationship with Salesforce began in 2018 as an AppExchange partner, followed by an investment from Salesforce Ventures in 2019. This acquisition marks a natural progression in their partnership, promising a smooth integration into Salesforce’s ecosystem. Zoomin CEO Gal Oron shared his enthusiasm: “Joining forces with Salesforce is a natural next step for us. Our shared vision is to make AI truly intelligent by giving it access to the vast amount of unstructured data that exists in enterprises. Together, we’ll help businesses unlock the full potential of their data and AI investments.” Implications Across the Business Spectrum The integration of Zoomin’s technology is expected to have broad implications, especially in customer service, where AI agents can use unstructured data to deliver more personalized and efficient responses. Beyond customer service, this technology is poised to impact sales, marketing, and overall business operations, enabling deeper insights into customer behavior and more targeted campaigns. Kishan Chetan, EVP and GM of Salesforce Service Cloud, highlighted the potential: “With Unified Knowledge, we’re not just improving AI—we’re transforming how businesses understand and serve their customers. Imagine AI agents that can grasp the full context of a customer’s history, preferences, and needs in real time. That’s the power we’re unlocking.” A Strategic Response to the AI Arms Race Salesforce’s acquisition of Zoomin comes amid an increasingly competitive enterprise AI landscape. By bolstering its embedded AI capabilities through strategic acquisitions, Salesforce is solidifying its position as a leader in enterprise AI, while addressing key challenges faced by rivals like Microsoft and Google. Zoomin’s expertise in processing large volumes of technical content and generating insights based on user behavior will be instrumental in helping Salesforce deliver cutting-edge, AI-driven solutions. These advancements will improve everything from customer service to digital transformation initiatives across industries. With this acquisition, Salesforce continues to push the boundaries of AI innovation, cementing its leadership in the rapidly evolving enterprise AI 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

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September 28, 2024in Agentforce Platform, Data, Enterprise, Google, Salesforce, Salesforce Service Cloud, Technology, Unified Knowledge
Vonage Premier for Salesforce Service Cloud Voice
19Sep

Vonage Premier for Salesforce Service Cloud Voice

HOLMDEL, N.J., Sept. 18, 2024 /PRNewswire/ — Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), is one of the first contact center providers to join Salesforce’s Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program. With BYOC for CCaaS, Vonage Premier for Salesforce Service Cloud Voice customers will have the ability to integrate Vonage omnichannel and AI-powered capabilities into their existing contact center solutions, including voice, SMS, chat, social messaging apps like WhatsApp, and more – delivering faster resolution times and creating a more native, personalized and meaningful experience for customers by connecting with them on their channel of choice. “We are very excited to have Vonage, a leading Salesforce Service Cloud Voice partner, take this very important step to expand its deep Salesforce integration through BYOC for CCaaS, delivering the omnichannel capabilities – and the APIs to enable them – that create the kind of customer experiences that drive meaningful engagement,” said Tony Flores, Senior Director of Product Management for Salesforce. With BYOC for CCaaS, Vonage Premier for Service Cloud Voice customers will now be able to connect with customers across various communications channels, as well as access data insights and AI-based agent productivity tools, to create a better overall customer journey and a more productive and efficient agent experience. The solution’s single routing and agent capacity model also increases contact center capacity, leading to more customer interactions being resolved better and faster. Workforce Engagement Management (WEM) is also provided through Vonage’s seamless integrations with leading WEM solutions Verint, Calabrio Teleopti, Playvox and injixo, ensuring optimum planning, scheduling, tracking, and management of the contact center workforce. “Today’s contact center agents play a vital role in support of the businesses they represent and in meeting the increasing demands of tech-savvy customers who want to connect from anywhere, on their preferred communications channels,” said Reggie Scales, Acting Head of Applications for Vonage. “These agents are also frequently working from anywhere and need the tools to access critical information to troubleshoot common customer issues and provide real-time customer support. Having all of these capabilities in a single user interface – omnichannel modes of communication coupled with a 360 view of customer information and key knowledge bases – this is the contact center of the future.” A key differentiator for Vonage as a pilot partner in this program is its ability to source a single AI-based Virtual Agent solution for self-service automations across voice and digital channels using Vonage AI studio – while also leveraging Salesforce for all Live Agent Assist and Analytics needs. Vonage can also integrate its own Vonage Communications APIs to power pre-built programmable capabilities for voice, SMS, social and chat, directly into the contact center – all on one combined Salesforce and Vonage platform. This singular view also enhances efficiency by keeping agents and supervisors in a single Salesforce desktop to eliminate application switching and the need to toggle between screens. “Modern contact centers are experiencing increasing pressure and demand to deliver better, more personalized, omnichannel interactions, as well as quicker and more accurate responses to customer issues,” said Jim Lundy, CEO, Founder & Lead Analyst, Aragon Research. “With BYOC for CCaaS, Vonage aims to address the increasing demand for a unified and customizable customer experience across all communication channels, leveraging existing Salesforce platforms and AI-powered insights and automation.” Vonage Premier for Service Cloud Voice is currently available on the Salesforce AppExchange with Salesforce BYOC for CCaaS integrated capabilities now available for customers to pilot. To find out more about Vonage Premier for Service Cloud Voice, visit www.vonage.com. Salesforce, AppExchange, Service Cloud Voice, Einstein and others are among the trademarks of Salesforce, inc. About Vonage Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage’s fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely – providing the flexibility required to create meaningful engagements. Vonage is headquartered in New Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC), and a business area within the Ericsson Group called Business Area Global Communications Platform. To follow Vonage on X (formerly known as Twitter), please visit twitter.com/vonage. To follow on LinkedIn, visit linkedin.com/company/Vonage/. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage. SOURCE Vonage Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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September 19, 2024in Data, Salesforce Service Cloud
CXM
18Sep

CXM

XM Software Providers Set to Replace Point Solutions with Multifunction Suites By 2028, Enterprises Will Transition to Comprehensive CXM Solutions, According to New ISG Research According to new research from Information Services Group (ISG) (Nasdaq: III), companies are expected to shift from various customer experience (CX) point solutions to comprehensive, cross-functional suites by 2028. This transition aims to manage CX at the enterprise level more effectively. Keith Dawson, Director of Customer Experience Research at ISG, explains, “Enterprises recognize the need for platforms that manage the entire customer lifecycle. We are witnessing the rise of tools that integrate communication components with analytic assessments of customer value, loyalty, and intent, marking a significant shift in the marketplace.” The ISG Buyers Guide™ for Customer Experience Management (CXM) defines CXM as a suite of applications on a unified platform that provides a comprehensive view of customer activity and enables management of that activity across departments. The report notes that the mix of applications in a software provider’s suite often reflects their historical expertise and origins. CXM addresses the limitations of traditional Customer Resource Management (CRM) software, which has been more departmental and application-centric. In contrast, CXM focuses on the customer journey and interactions across all channels. The report highlights challenges in comparing similar offerings from different providers due to their varied origins and expertise. The range of functionality across CXM products often reflects their diverse components, users, and use cases. ISG identifies five core areas of platform functionality in CXM software: knowledge management, resource management, automation, analytics, and customer journey management. However, CXM software is still developing, and it is uncommon to find a single solution that excels in all five areas. Many providers start with their core strengths and expand their capabilities over time. The ISG Buyers Guide evaluates CXM software providers based on support for analytics, customer journey management, knowledge management, CRM platform support, operational resource management, and process control and optimization. To be included in the CXM Buyers Guide, products must cover at least three of the four areas: resource management, automation, analytics, and customer journey management. Separate guides on Customer Journey Management (CJM) and Knowledge Management (KM) are available for more specific analysis. For its 2024 Buyers Guides, ISG assessed 19 providers, including Adobe, eGain, Emplifi, Freshworks, Genesys, HubSpot, Microsoft, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk, and Zoho. The top three software providers in each category are: Mark Smith, Partner at ISG Software Research, notes, “Managing customer experience is crucial for every organization, yet many lack the technology to orchestrate the customer journey across channels. The Buyers Guide for CXM offers insights to help businesses understand, optimize, and select software providers that move beyond the limitations of traditional CRM systems.” The ISG Buyers Guides for CXM, CJM, and KM are based on over a year of market research. The research is independent and not influenced by software providers, aiming to help enterprises optimize their software investments. For more details, visit the ISG Buyers Guides to read executive summaries and request full reports. About ISG Software Research ISG Software Research, formerly Ventana Research, delivers expert market research and analysis on business and IT software. The firm provides consulting, advisory, research, and education services for enterprises, software and service providers, and investment firms. For more information and to join the community, visit Ventana Research. About ISG ISG (Information Services Group) (Nasdaq: III) is a global technology research and advisory firm specializing in digital transformation services. With a client base of over 900 organizations, ISG helps clients achieve operational excellence and growth. The firm’s expertise spans AI and automation, cloud and data analytics, sourcing advisory, and more. Founded in 2006 and based in Stamford, Conn., ISG employs 1,600 professionals in over 20 countries. For more information, visit ISG. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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September 18, 2024in Salesforce
Transformative Potential of AI in Healthcare
16Sep

Transformative Potential of AI in Healthcare

Healthcare leaders are increasingly optimistic about the transformative potential of AI and data analytics in the industry, according to a new market research report by Arcadia and The Harris Poll. The report, titled “The Healthcare CIO’s Role in the Age of AI,” reveals that 96% of healthcare executives believe AI adoption can provide a competitive edge, both now and in the future. While one-third of respondents see AI as essential today, 73% believe it will become critical within the next five years. How AI is Being Used in Healthcare The survey found that 63% of healthcare organizations are using AI to analyze large patient data sets, identifying trends and informing population health management. Additionally, 58% use AI to examine individual patient data to uncover opportunities for improving health outcomes. Nearly half of the respondents also reported using AI to optimize the management of electronic health records (EHRs). These findings align with a similar survey conducted by the University of Pittsburgh Medical Center’s Center for Connected Medicine (CCM), which highlighted AI as the most promising emerging technology in healthcare. The focus on AI stems from its ability to break down data silos and make use of the vast amount of clinical data healthcare organizations collect. “Healthcare leaders are preparing to harness AI’s full potential to reform care delivery,” said Aneesh Chopra, Arcadia’s chief strategy officer. “With secure data sharing scaling across the industry, technology leaders are focusing on platforms that can organize fragmented patient records into actionable insights throughout the patient journey.” Supporting Strategic Priorities with AI AI and data analytics are also seen as critical for maintaining competitiveness and resilience, particularly as organizations face digital transformation and financial challenges. In fact, 83% of respondents indicated that data-driven tools could help them stay ahead in these areas. Technology-related priorities, such as adopting an enterprise-wide approach to data analytics (44%) and enhancing decision-making through AI (41%), were top of mind for many healthcare leaders. Improving patient experience (40%), health outcomes (35%), and patient engagement (29%) were also highlighted as key strategic goals that AI could help achieve. Challenges in AI Adoption While most healthcare leaders are confident about adopting AI (96%), they also feel pressure to do so quickly, with the push primarily coming from data and analytics teams (82%), IT teams (78%), and executives (73%). One major obstacle is the lack of talent. Approximately 40% of respondents identified the shortage of skilled professionals as a top barrier to AI adoption. To address this, organizations are seeing increased demand for skills related to data analysis, machine learning, and systems integration. Additionally, 71% of IT leaders emphasized the growing need for data-driven decision-making skills. The Evolving Role of CIOs The rise of AI is reshaping the role of CIOs in healthcare. Nearly 87% of survey respondents see themselves as strategic influencers in setting and refining AI-related strategies, rather than just implementers. However, many CIOs feel constrained by the demands of day-to-day operations, with 58% reporting that tactical execution takes precedence over long-term AI strategy development. Leaders agree that to be effective, CIOs and their teams should focus more on strategic planning, dedicating around 75% of their time to developing and implementing AI strategies. Communication and workforce readiness are also crucial, with 75% of respondents citing poor communication between IT teams and clinical staff as a barrier to AI success, and 40% noting that clinical staff need more support to utilize data analytics effectively. “CIOs and their teams are setting the stage for an AI-driven transformation in healthcare,” said Michael Meucci, president and CEO of Arcadia. “The findings show that a robust data foundation and an evolving workforce are key to realizing AI’s full potential in patient care and healthcare operations.” Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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September 16, 2024in Data, Enterprise, Generative AI, Salesforce, Salesforce Development Services, Salesforce Health and Life Sciences Solutions, Salesforce Optimization, Technology
Salesforce Healthcare and AI
11Sep

Salesforce Healthcare and AI

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

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September 11, 2024in Generative AI, Life Sciences Cloud, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Managed Services, Salesforce Optimization

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