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Salesforce Expands Partnership with AWS

Salesforce Expands Partnership with AWS: AI and Marketplace Integration Salesforce (NYSE: CRM) is making significant strides in its partnership with Amazon (NASDAQ: AMZN), unveiling an expanded collaboration at AWS. Customers can now purchase Salesforce products directly through the AWS Marketplace, paying with AWS credits. This integration aims to simplify access to Salesforce offerings, enhance data integration capabilities, and leverage generative AI tools. Key Announcements: Marc Benioff, Chair and CEO of Salesforce, highlighted the importance of this milestone: “We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive, and successful in this new AI era.” AWS CEO Adam Selipsky echoed these sentiments, emphasizing how the partnership will enable joint customers to “innovate, collaborate, and build more customer-focused applications.” Strategic Benefits: Revenue-Sharing Structure: Like app stores, Amazon will take a percentage of Salesforce’s revenue generated through AWS Marketplace. Despite this, the potential growth in sales and efficiency gains may outweigh the costs. Market Reaction: Following the announcement, both Salesforce and Amazon shares experienced a boost in premarket trading, signaling investor optimism about the partnership’s potential. This expansion reinforces Salesforce’s strategy of aligning with major cloud providers to meet growing demand for AI-driven, integrated data platforms. As this collaboration evolves, it is poised to drive significant value for businesses navigating the AI and data revolution. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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ai arms race

AI Arms Race

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

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rise of digital workers

Rise of Digital Workers

The Rise of Digital Workers: Unlocking a New Era of Opportunity Over the past two years, advancements in artificial intelligence have sparked a revolution in how humans work, live, and connect. While impressive generative AI models have garnered significant attention, a new paradigm of autonomous AI agents is emerging, promising transformative changes to industries and societies alike. Unlike traditional “predictive AI,” which analyzes data for recommendations, and “generative AI,” which creates content based on learned patterns, autonomous AI agents go a step further. These agents operate independently, executing tasks, making decisions, and even negotiating with other agents. This evolution introduces an intelligent digital workforce capable of scaling operations, reducing costs, and enhancing productivity. Consider a large retailer during the holiday season. Instead of relying on human workers or pre-programmed software to address customer inquiries or update inventory, autonomous agents can seamlessly manage customer interactions, monitor stock levels, reorder items, and coordinate shipping—all without human intervention. This level of automation represents a groundbreaking shift, enabling businesses to operate on an unprecedented scale. Expanding the Reach of Digital Labor Autonomous AI agents are breaking traditional barriers of human availability and physical constraints, enabling businesses to scale globally and more efficiently. These digital workers are not limited by geography, opening opportunities previously restricted to specific locations. However, this shift comes with challenges. Ensuring trust, accountability, and transparency in AI systems is critical. Equally important is investing in human-centric skills such as creativity, critical thinking, and adaptability, which remain uniquely human. Sustainability is another concern, as AI-driven technologies place increasing demands on energy and resources. By addressing these issues, societies can unlock the full potential of digital labor while safeguarding the planet and human values. Transforming Everyday Lives Beyond businesses, autonomous agents are poised to transform personal lives. Personalized agents can act as tutors for students, guiding them through their learning journeys. For individuals, these agents can manage everyday tasks, from scheduling appointments to coordinating complex logistics. In healthcare, AI agents are already alleviating administrative burdens on providers. For example, intelligent agents can handle patient communications, monitor progress, and schedule follow-ups, freeing doctors and nurses to focus on complex cases. Such innovations hold the potential to revolutionize patient care and improve outcomes across the board. Navigating Disruption and Change Like any transformative technology, the rise of autonomous agents will bring disruptions. Some industries will struggle to adapt, and jobs will inevitably evolve—or, in some cases, disappear. History shows, however, that technological revolutions often create far more opportunities than they displace. For example, the U.S. workforce grew by over 100 million jobs between 1950 and 2020, many in industries that didn’t exist before. The key lies in preparing workers for new roles through education and training. Autonomous agents are essential in addressing global challenges such as labor shortages and stagnant productivity growth. They amplify human capabilities, driving innovation and boosting economic output. For example, in the third quarter of 2024, U.S. productivity rose by 2.2%, fueled in part by AI advancements. Driving Innovation and Collaboration AI agents are also fostering innovation, sparking the creation of new companies and industries. More than 5,000 AI-focused startups have emerged in the past decade in the U.S. alone. This trend mirrors the technological revolutions driven by past innovations like microchips, the internet, and smartphones. However, effectively harnessing agentic AI requires collaboration among governments, businesses, nonprofits, and academia. Initiatives like the G7’s framework for AI accountability and the Bletchley Declaration emphasize transparency, safety, and data privacy, offering critical guardrails as AI adoption accelerates. A Vision for the Future Autonomous agents represent a powerful force for change, offering unprecedented opportunities for businesses and individuals alike. By leveraging these technologies responsibly and investing in human potential, societies can ensure a future of abundance and progress. As Marc Benioff, CEO of Salesforce, emphasizes, “AI has the potential to elevate every company, fuel economic growth, uplift communities, and lead to a future of abundance. If trust is our north star, agents will empower us to make a meaningful impact at an unprecedented scale.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Microsoft Copilot as “Repackaged ChatGPT”

Salesforce CEO Marc Benioff Criticizes Microsoft Copilot as “Repackaged ChatGPT” Salesforce CEO Marc Benioff took aim at Microsoft’s Copilot AI offerings during Salesforce’s latest quarterly earnings call, dismissing them as a rebranding of OpenAI’s generative AI technology. “In many ways, it’s just repackaged ChatGPT,” Benioff asserted. He contrasted this with Salesforce’s platform, emphasizing its unique ability to operate an entire business. “You won’t find that capability on Microsoft’s website,” he added. Benioff highlighted Agentforce, Salesforce’s autonomous AI agent product, as a transformative force for both Salesforce and its customers. The tool, available on Salesforce’s support portal, is projected to manage up to half of the company’s annual support case volume. The portal currently handles over 60 million sessions and 2 million support cases annually. Agentforce Adoption and Partner Involvement Salesforce COO Brian Millham outlined the significant role of partners in driving Agentforce adoption. During the quarter, global partners were involved in 75% of Agentforce deals, including nine of Salesforce’s top 10 wins. More than 80,000 system integrators have completed Agentforce training, and numerous independent software vendors (ISVs) and technology partners are developing and selling AI agents. Millham pointed to Accenture as a notable example, leveraging Agentforce to enhance sales operations for its 52,000 global sellers. “Our partners are becoming agent-first enterprises themselves,” Millham said. Since its general availability on October 24, Agentforce has already secured 200 deals, with thousands more in the pipeline. Benioff described the tool as part of a broader shift toward digital labor, claiming, “Salesforce is now the largest supplier of digital labor.” Expanding Use Cases and Market Impact Agentforce, powered by Salesforce’s extensive data repository of 740,000 documents and 200–300 petabytes of information, supports diverse use cases, including resolving customer issues, qualifying leads, closing deals, and optimizing marketing campaigns. Salesforce has committed to hiring 1,000–2,000 additional salespeople to expand Agentforce adoption further. Benioff positioned Salesforce as the leading enterprise AI provider, citing its 2 trillion weekly transactions through its Einstein AI product. He claimed Salesforce’s unified codebase provides a competitive edge, unlike rival systems that run disparate applications, potentially limiting AI effectiveness. “This is a bold leap into the future of work,” Benioff said, “where AI agents collaborate with humans to revolutionize customer interactions.” AI Growth Across Salesforce Products AI-driven growth extended beyond Agentforce to other Salesforce products: Millham noted that AI-related $1 million+ deals more than tripled year over year. Financial Highlights For Q3 FY2024, Salesforce reported: Looking ahead, Salesforce expects Q4 revenue between $9.9 billion and $10.1 billion, representing 7%–9% year-over-year growth. The company raised its full fiscal year revenue guidance to .8– billion, an 8%–9% increase. Industry and Product Insights Salesforce’s growth was driven by its core clouds and subscription services, with health, life sciences, manufacturing, and automotive industries performing particularly well. However, retail and consumer goods saw slower growth. While subscription revenue for MuleSoft and Tableau decelerated, Salesforce’s broader portfolio continued to deliver robust performance. Benioff concluded by emphasizing the transformative potential of Salesforce’s AI ecosystem: “This is the next evolution of Salesforce—an intelligent, scalable technology that’s no longer tied to workforce growth.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Enhancing OR Efficiency with Ambient Sensor Technology

Enhancing OR Efficiency with Ambient Sensor Technology

Implementing ambient sensors in ORs can be challenging, as clinicians may feel uneasy about being recorded. Schwartz noted that emphasizing the benefits of the technology—such as improved accuracy and streamlined communication—has been essential in gaining clinician acceptance. DeDominico highlighted that the AI’s ability to send clinicians relevant updates, such as when a patient is ready for surgery, has increased clinician satisfaction by reducing unnecessary waiting.

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AI-Driven Healthcare Approvals

AI-Driven Healthcare Approvals

Salesforce and Blue Shield of California are launching an AI-driven system to streamline healthcare approvals, aiming to cut down prior authorization wait times from weeks to, potentially, the same day. This partnership, leveraging Salesforce’s healthcare cloud, integrates patient data to streamline approvals while retaining clinician oversight, ensuring AI decisions are always reviewed by a human expert.

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Cyber Insurance

Cyber Insurance

Navigating Cyber Insurance in an Evolving Threat Landscape The rapidly shifting cyberthreat landscape presents unique challenges for healthcare organizations and underwriters navigating cyber insurance coverage decisions. Cyber liability insurance plays a crucial role in shielding healthcare providers from the mounting costs associated with data breaches and cyberattacks, which now average $9.77 million per incident in the healthcare sector, according to IBM. The Challenges of Retaining Cyber Insurance Healthcare, among other heavily targeted sectors, faces difficulties in securing and maintaining affordable cyber insurance. The constantly evolving threat landscape impacts risk profiles, which drives up premiums and complicates coverage retention. Although year-over-year premium growth plateaued in the U.S. in 2023, 79% of respondents in a Delinea survey still reported increased insurance costs, with 67% experiencing premium hikes between 50% and 100%. As high-profile healthcare cyberattacks and increasing cyber risks persist, navigating the insurance landscape remains a significant challenge. Additionally, the lag in processing claims makes it difficult to anticipate how underwriters will respond to these changing threats. How the Evolving Threat Landscape Impacts Cyber Insurance Obtaining adequate cyber insurance coverage can be challenging in today’s risk-heavy environment. Unlike traditional insurance, where risks remain static, cyber risks constantly evolve to counteract security controls. “Cyber insurance risk adjusters face a unique challenge; unlike fires, which aren’t actively trying to burn you in new ways, cyberthreats are constantly adapting to bypass existing protections,” said Christopher Henderson, senior director of threat operations at Huntress. This continuous adaptation often means that by the time underwriting is complete, a risk assessment may already be outdated. Shifts in the threat landscape are driving changes in cyber insurance questionnaires. While in 2023 insurers focused on remote access tools, vulnerability management, and administrative access controls, the focus in 2024 shifted to include multifactor authentication (MFA) and identity-based attack prevention. This shift highlights the need for organizations to adapt to new requirements in cyber insurance as cybercriminals add new tactics to their playbooks. Adapting Insurance to Emerging Threats As cyberthreat tactics evolve, insurers may adjust policy terms to keep pace with the latest risks. Henderson suggests that insurers could move toward shorter underwriting cycles, possibly even six-month periods, to better align with the rapidly shifting cyber landscape. Mitigating Risk and Controlling Cyber Costs Several factors influence cyber insurance premiums, including organizational size and security posture. For healthcare providers, adhering to industry standards like SOC 2 and ISO 27001 can demonstrate compliance with best practices, improving coverage terms and potentially lowering premiums. Healthcare organizations using the NIST Cybersecurity Framework (CSF) as their primary security standard reported lower premium increases compared to those without this framework, according to a 2024 report by KLAS Research, Censinet, and the American Hospital Association. Henderson emphasizes the importance of layering new strategies with proven, traditional ones: “While staying vigilant against newer tactics like social engineering and identity-based attacks, maintaining consistent, auditable identity verification and MFA protocols remains crucial.” Despite upfront costs, cyber insurance can significantly reduce financial impact during cybersecurity incidents. For example, a 2024 Sophos report found that organizations with cyber insurance saw an average ransomware recovery cost of $2.94 million compared to $3.48 million for those without coverage. Navigating cyber insurance can be complex for healthcare organizations, but careful attention to risks and proactive security measures can help them secure the right coverage at sustainable rates. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Potential of GenAI in Healthcare

Potential of GenAI in Healthcare

Clinicians spend about 28 hours per week on administrative tasks, mainly clinical documentation and communication. Medical and claims staff reported even higher administrative loads, with 34 and 36 hours spent weekly on tasks like documentation, communication, and prior authorization. Many respondents linked these demands directly to burnout, with 77% of claims staff, 81% of medical staff, and 82% of clinicians citing administrative burdens as significant contributors. Additionally, 78% of payer executives and 85% of provider executives noted that administrative work is a key driver of staffing shortages.

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Value-Based Care Technologies

Value-Based Care Technologies

Essential Technologies for Value-Based Care Success As healthcare providers increasingly adopt value-based care, they must invest in the right technologies and resources to succeed in this model, which incentivizes high-quality, cost-effective care. Value-Based Care Technologies tie reimbursement to care quality, making providers accountable for patient outcomes while providing resources to enhance care. As of 2021, nearly 60% of healthcare payments were already tied to value-based models, according to the Health Care Payment Learning and Action Network (HCP LAN). While partnerships can initiate value-based care, providers must invest in the right technology to fully achieve the intended outcomes. Health Information Exchange (HIE) A robust health information exchange (HIE) is fundamental to value-based care, as it enables providers and payers to access high-quality data seamlessly. HIE allows healthcare professionals to share patients’ medical information electronically across organizations, promoting care coordination by giving providers a comprehensive view of patient needs. For patients, HIE enables more informed involvement in their care by making their health data accessible across specialists, labs, and pharmacies. While joining an HIE may involve new technology investments and workflow adjustments, it ultimately enhances provider access to critical health data. Population Health Management Tools Population health management tools help providers assess health outcomes within groups rather than focusing on individuals alone. These tools aggregate and analyze data, allowing practices to identify high-risk patients and create targeted interventions. This not only enhances health outcomes but can also reduce costs by avoiding expensive treatments. Patient engagement tools, such as telehealth and remote patient monitoring, are essential in population health management, especially for monitoring high-risk patients when in-person care is not feasible. Digital surveys integrated within patient portals can provide insights into social determinants of health, adding a broader context to patient needs. Data Analytics Data analytics transform healthcare data into actionable insights across four types: descriptive, diagnostic, predictive, and prescriptive. Providers can use these analytics to reduce hospital readmissions, predict diseases, and identify chronic illnesses. Data integration and risk stratification capabilities are especially valuable in value-based care, enabling providers to track patient health outcomes effectively and prioritize high-risk cases. Artificial Intelligence & Machine Learning AI and machine learning support many data analytics functions, helping identify patient needs and easing administrative burdens. Given staffing shortages and burnout—reported by 63% of physicians in 2021, according to the American Medical Association (AMA)—AI can automate tasks like documentation, charting, and scheduling, allowing providers to focus more on patient care. Additionally, AI-driven automation in revenue cycle management tasks, such as billing and coding, can reduce the administrative workload associated with value-based care. Price Transparency Technology Price transparency empowers patients to seek cost-effective care, a core principle of value-based models. When providers comply with transparency regulations, patients can better understand their costs and make informed decisions. For providers, leveraging price transparency tools ensures compliance and facilitates partnerships with payers by enabling more effective negotiation, which supports the overall goals of value-based care. As healthcare continues shifting to value-based models, investing in these technologies is critical for providers aiming for long-term success. While these tools rdo equire substantial investment, they are essential for improving patient outcomes, optimizing care quality, and ensuring sustainability in value-based care. When evaluating and choosing healthcare technology tools, contact Tectonic for help. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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DHS Introduces AI Framework to Protect Critical Infrastructure

DHS Introduces AI Framework to Protect Critical Infrastructure

The Department of Homeland Security (DHS) has unveiled the Roles and Responsibilities Framework for Artificial Intelligence in Critical Infrastructure, a voluntary set of guidelines designed to ensure the safe and secure deployment of AI across the systems that power daily life. From energy grids to water systems, transportation, and communications, critical infrastructure increasingly relies on AI for enhanced efficiency and resilience. While AI offers transformative potential—such as detecting earthquakes, optimizing energy usage, and streamlining logistics—it also introduces new vulnerabilities. Framework Overview The framework, developed with input from cloud providers, AI developers, critical infrastructure operators, civil society, and public sector organizations, builds on DHS’s broader policies from 2023, which align with White House directives. It aims to provide a shared roadmap for balancing AI’s benefits with its risks. AI Vulnerabilities in Critical Infrastructure The DHS framework categorizes vulnerabilities into three key areas: The guidelines also address sector-specific vulnerabilities and offer strategies to ensure AI strengthens resilience while minimizing misuse risks. Industry and Government Support Arvind Krishna, Chairman and CEO of IBM, lauded the framework as a “powerful tool” for fostering responsible AI development. “We look forward to working with DHS to promote shared and individual responsibilities in advancing trusted AI systems.” Marc Benioff, CEO of Salesforce, emphasized the framework’s role in fostering collaboration among stakeholders while prioritizing trust and accountability. “Salesforce is committed to humans and AI working together to advance critical infrastructure industries in the U.S. We support this framework as a vital step toward shaping the future of AI in a safe and sustainable manner.” DHS Secretary Alejandro N. Mayorkas highlighted the urgency of proactive action. “AI offers a once-in-a-generation opportunity to improve the strength and resilience of U.S. critical infrastructure, and we must seize it while minimizing its potential harms. The framework, if widely adopted, will help ensure the safety and security of critical services.” DHS Recommendations for Stakeholders A Call to Action DHS encourages widespread adoption of the framework to build safer, more resilient critical infrastructure. By prioritizing trust, transparency, and collaboration, this initiative aims to guide the responsible integration of AI into essential systems, ensuring they remain secure and effective as technology continues to 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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AI platform for automated task management

AI platform for automated task management

Salesforce Doubles Down on AI Innovation with Agentforce Salesforce, renowned for its CRM software used by over 150,000 businesses, including Amazon and Walmart, continues to push the boundaries of innovation. Beyond its flagship CRM, Salesforce also owns Slack, the popular workplace communication app. Now, the company is taking its AI capabilities to the next level with Agentforce—a platform that empowers businesses to build and deploy AI-powered digital agents for automating tasks such as creating sales reports and summarizing Slack conversations. What Problem Does Agentforce Solve? Salesforce has been leveraging AI for years, starting with the launch of Einstein in 2016. Einstein’s initial capabilities were limited to basic, scriptable tasks. However, the rise of generative AI created an opportunity to tackle more complex challenges, enabling tools to make smarter decisions and interpret natural language. This evolution led to a series of innovations—Einstein GPT, Einstein Copilot, and now Agentforce—a flexible platform offering prebuilt and customizable agents designed to meet diverse business needs. “Our customers wanted more. Some wanted to tweak the agents we offer, while others wanted to create their own,” said Tyler Carlson, Salesforce’s VP of Business Development. The Technology Behind Agentforce Agentforce is powered by Salesforce’s Atlas Reasoning Engine, developed in-house to drive smarter decision-making. The platform integrates with AI models from leading providers like OpenAI, Anthropic, Amazon, and Google, offering businesses a variety of tools to choose from. Slack, which Salesforce acquired in 2021, plays a pivotal role as a testing ground for these AI agents. Currently in beta, Agentforce’s Slack integration allows businesses to implement automations directly where employees work, enhancing usability. “Slack makes these tools easy to use and accessible,” Carlson noted. How Agentforce Stands Out Customizing AI for Business Needs With tools like Agentbuilder, businesses can create AI agents tailored to specific tasks. For instance, an agent could prioritize and sort incoming emails, respond to HR inquiries, or handle customer support using internal data. One standout example is Salesforce’s partnership with Workday to develop an AI-powered service agent for employee questions. Driving Results and Adoption Salesforce has already seen promising results from early trials, with Agentforce resolving 90% of customer inquiries autonomously. The company aims to expand adoption and functionality, allowing these agents to handle even larger workloads. “We’re building a bigger ecosystem of partners and skills,” Carlson emphasized. “By next year, we want Agentforce to be a must-have for businesses.” With Agentforce, Salesforce continues to cement its role as a leader in AI innovation, helping businesses work smarter, faster, and more effectively. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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NetSuite Salesforce Collaboration

NetSuite Salesforce Collaboration

NetSuite Bets on Strategic Growth and Embraces Collaboration with Salesforce Growing on All Fronts At SuiteWorld 2024, the theme, “All Systems Grow,” reflected a pivotal moment for NetSuite. While the event lacked groundbreaking announcements, it showcased a fulfillment of past promises and a notable strategic shift toward openness and collaboration. Oracle and NetSuite are now welcoming competitors as partners, signaling a move toward interoperability that could redefine their market positioning. With over 40,000 customers, NetSuite continues its strong growth in the ERP space, particularly among SMBs. The company’s Q3 sales surged 20% year-over-year, underlining its momentum in the mid-market. Beyond traditional ERP capabilities, NetSuite’s expanded suite of solutions positions it as more than just an ERP provider. Delivering on AI Innovations While there were no splashy acquisitions, NetSuite made significant strides by rolling out 170 new modules and features, many leveraging AI. These enhancements blend predictive AI and generative AI to increase accuracy and user productivity. These updates aim to elevate both the platform’s quality and the efficiency of its users. Redwood Design: A Transformative User Experience NetSuite is adopting Oracle’s Redwood design language, promising a more intuitive and user-friendly interface. While Redwood is not new, its phased rollout within NetSuite is a significant step forward. Notable Additions: SuiteProcurement and Salesforce Integration SuiteProcurement: NetSuite’s new procurement automation solution integrates directly with Amazon Business and Staples Business Advantage, automating ordering, invoicing, approvals, and deliveries. Plans are underway to expand vendor support, offering broader applicability in the future. Salesforce Partnership: NetSuite’s most significant announcement was its strategic partnership with Salesforce, enabling real-time data exchange between the platforms. Evan Goldberg, NetSuite’s founder and EVP, explained the rationale:“It’s up to the customer to decide what software they want to use.” The partnership reflects NetSuite’s commitment to addressing customer needs, with more SaaS integrations expected in the future. Expanding Field Service Management (FSM) NetSuite’s Field Service Management (FSM) capabilities, acquired last year, are now better integrated into its platform. While development progress has been slower than anticipated, significant enhancements are expected in the coming year, leveraging Oracle technology to extend FSM’s functionality across industries. And Field Service Management is available in Salesforce, as well. Positioned for Continued SMB Growth NetSuite’s investments are yielding results, as demonstrated by its rapid growth and deeper integration of Oracle technology. The NetSuite Analytics Data Warehouse and Enterprise Performance Management are driving adoption among existing users, showcasing the platform’s scalability. NetSuite’s ability to quickly integrate Oracle updates into its infrastructure gives it a competitive edge, ensuring customers benefit from the latest innovations without delays. With its robust feature set, AI-powered tools, and strategic partnerships like the one with Salesforce, NetSuite has strengthened its position as a go-to ERP platform for SMBs. Its consistent 20% year-over-year growth indicates a bright future, making it an increasingly attractive option for mid-market businesses. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Where LLMs Fall Short

LLM Economies

Throughout history, disruptive technologies have been the catalyst for major social and economic revolutions. The invention of the plow and irrigation systems 12,000 years ago sparked the Agricultural Revolution, while Johannes Gutenberg’s 15th-century printing press fueled the Protestant Reformation and helped propel Europe out of the Middle Ages into the Renaissance. In the 18th century, James Watt’s steam engine ushered in the Industrial Revolution. More recently, the internet has revolutionized communication, commerce, and information access, shrinking the world into a global village. Similarly, smartphones have transformed how people interact with their surroundings. Now, we stand at the dawn of the AI revolution. Large Language Models (LLMs) represent a monumental leap forward, with significant economic implications at both macro and micro levels. These models are reshaping global markets, driving new forms of currency, and creating a novel economic landscape. The reason LLMs are transforming industries and redefining economies is simple: they automate both routine and complex tasks that traditionally require human intelligence. They enhance decision-making processes, boost productivity, and facilitate cost reductions across various sectors. This enables organizations to allocate human resources toward more creative and strategic endeavors, resulting in the development of new products and services. From healthcare to finance to customer service, LLMs are creating new markets and driving AI-driven services like content generation and conversational assistants into the mainstream. To truly grasp the engine driving this new global economy, it’s essential to understand the inner workings of this disruptive technology. These posts will provide both a macro-level overview of the economic forces at play and a deep dive into the technical mechanics of LLMs, equipping you with a comprehensive understanding of the revolution happening now. Why Now? The Connection Between Language and Human Intelligence AI did not begin with ChatGPT’s arrival in November 2022. Many people were developing machine learning classification models in 1999, and the roots of AI go back even further. Artificial Intelligence was formally born in 1950, when Alan Turing—considered the father of theoretical computer science and famed for cracking the Nazi Enigma code during World War II—created the first formal definition of intelligence. This definition, known as the Turing Test, demonstrated the potential for machines to exhibit human-like intelligence through natural language conversations. The test involves a human evaluator who engages in conversations with both a human and a machine. If the evaluator cannot reliably distinguish between the two, the machine is considered to have passed the test. Remarkably, after 72 years of gradual AI development, ChatGPT simulated this very interaction, passing the Turing Test and igniting the current AI explosion. But why is language so closely tied to human intelligence, rather than, for example, vision? While 70% of our brain’s neurons are devoted to vision, OpenAI’s pioneering image generation model, DALL-E, did not trigger the same level of excitement as ChatGPT. The answer lies in the profound role language has played in human evolution. The Evolution of Language The development of language was the turning point in humanity’s rise to dominance on Earth. As Yuval Noah Harari points out in his book Sapiens: A Brief History of Humankind, it was the ability to gossip and discuss abstract concepts that set humans apart from other species. Complex communication, such as gossip, requires a shared, sophisticated language. Human language evolved from primitive cave signs to structured alphabets, which, along with grammar rules, created languages capable of expressing thousands of words. In today’s digital age, language has further evolved with the inclusion of emojis, and now with the advent of GenAI, tokens have become the latest cornerstone in this progression. These shifts highlight the extraordinary journey of human language, from simple symbols to intricate digital representations. In the next post, we will explore the intricacies of LLMs, focusing specifically on tokens. But before that, let’s delve into the economic forces shaping the LLM-driven world. The Forces Shaping the LLM Economy AI Giants in Competition Karl Marx and Friedrich Engels argued that those who control the means of production hold power. The tech giants of today understand that AI is the future means of production, and the race to dominate the LLM market is well underway. This competition is fierce, with industry leaders like OpenAI, Google, Microsoft, and Facebook battling for supremacy. New challengers such as Mistral (France), AI21 (Israel), and Elon Musk’s xAI and Anthropic are also entering the fray. The LLM industry is expanding exponentially, with billions of dollars of investment pouring in. For example, Anthropic has raised $4.5 billion from 43 investors, including major players like Amazon, Google, and Microsoft. The Scarcity of GPUs Just as Bitcoin mining requires vast computational resources, training LLMs demands immense computing power, driving a search for new energy sources. Microsoft’s recent investment in nuclear energy underscores this urgency. At the heart of LLM technology are Graphics Processing Units (GPUs), essential for powering deep neural networks. These GPUs have become scarce and expensive, adding to the competitive tension. Tokens: The New Currency of the LLM Economy Tokens are the currency driving the emerging AI economy. Just as money facilitates transactions in traditional markets, tokens are the foundation of LLM economics. But what exactly are tokens? Tokens are the basic units of text that LLMs process. They can be single characters, parts of words, or entire words. For example, the word “Oscar” might be split into two tokens, “os” and “car.” The performance of LLMs—quality, speed, and cost—hinges on how efficiently they generate these tokens. LLM providers price their services based on token usage, with different rates for input (prompt) and output (completion) tokens. As companies rely more on LLMs, especially for complex tasks like agentic applications, token usage will significantly impact operational costs. With fierce competition and the rise of open-source models like Llama-3.1, the cost of tokens is rapidly decreasing. For instance, OpenAI reduced its GPT-4 pricing by about 80% over the past year and a half. This trend enables companies to expand their portfolio of AI-powered products, further fueling the LLM economy. Context Windows: Expanding Capabilities

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