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Enterprises are Adopting AI-powered Automation Platforms
12Nov

Enterprises are Adopting AI-powered Automation Platforms

The rapid pace of AI technological advancement is placing immense pressure on teams, often leading to disagreements due to the unrealistic expectations businesses have for the speed and agility of new technology implementation. A staggering 88% of IT professionals report that they are unable to keep up with the flood of AI-related requests within their organizations. Executives from UiPath, Salesforce, ServiceNow, and ManageEngine offer insights into how enterprises can navigate these challenges. Leading enterprises are adopting AI-powered automation platforms that understand, automate, and manage end-to-end processes. These platforms integrate seamlessly with existing enterprise technologies, using AI to reduce friction, eliminate inefficiencies, and enable teams to achieve business goals faster, with greater accuracy and efficiency. This year’s innovation drivers include tools such as Intelligent Document Processing, Communications Mining, Process and Task Mining, and Automated Testing. “Automation is the best path to deliver on AI’s potential, seamlessly integrating intelligence into daily operations, automating backend processes, upskilling employees, and revolutionizing industries,” says Mark Gibbs, EMEA President, UiPath. Jessica Constantinidis, Innovation Officer EMEA at ServiceNow, explains, “Intelligent Automation blends Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) with well-defined processes to automate decision-making outcomes.” “Hyperautomation provides a business-driven, disciplined approach that enterprises can use to make informed decisions quickly by analyzing process and data feedback within the organization,” adds Constantinidis. Thierry Nicault, AVP and General Manager at Salesforce Middle East, emphasizes that while companies are eager to embrace AI, the pace of change often leads to confusion and stifles innovation. He notes, “By deploying AI and Hyperintelligent Automation tools, organizations can enhance productivity, visibility, and operational transformation.” Automation is driving growth and innovation across industries. AI-powered tools are simplifying processes, improving business revenues, and contributing to economic diversification. Ramprakash Ramamoorthy, Director of AI Research at ManageEngine, highlights how Hyperintelligent Automation, powered by AI, uses tools like Natural Language Processing (NLP) and Intelligent Document Processing to detect anomalies, forecast business trends, and empower decision-making. The IT Pushback Despite enthusiasm for AI, IT professionals are raising concerns. A Salesforce survey revealed that 88% of IT professionals feel overwhelmed by the influx of AI-related requests, with many citing resource constraints, data security concerns, and data quality issues. Business stakeholders often have unrealistic expectations about how quickly new technologies can be implemented, creating friction. According to Constantinidis of ServiceNow, many organizations lack transparency across their business units, making it difficult to fully understand their processes. As a result, automating processes becomes challenging. She adds, “Before full hyperautomation is possible, issues like data validation, classification, and privacy must be prioritized.” Automation platforms need accurate data, and governance is crucial in managing what data is used for AI models. “You need AI skills to teach and feed the data, and you also need a data specialist to clean up your data lake,” Constantinidis explains. Gibbs from UiPath stresses that automation must be designed in collaboration with the business users who understand the processes and systems. Once deployed, a feedback loop ensures continuous improvement and refinement of automated workflows. Ramamoorthy from ManageEngine notes that adopting Hyperintelligent Automation alongside existing workflows poses challenges. Enterprises must evaluate their technology stack, considering the costs, skills required, and the potential benefits. Strategic Integration of AI and Automation To successfully implement Hyperintelligent Automation tools, enterprises need a blend of IT and business skills. Mark Gibbs of UiPath points out, “These skills ensure organizations can effectively implement, manage, and optimize hyperintelligent technologies, aligning them with organizational goals.” Salesforce’s Nicault adds, “Enterprises must empower both IT and business teams to embrace AI, fostering innovation while ensuring the technology delivers real value.” Business skills are equally crucial, including strategic planning, process analysis, and change management. Ramamoorthy emphasizes that these competencies help identify automation opportunities and align them with business goals. According to Bassel Khachfeh, Digital Solutions Manager at Omnix, automation must be implemented with a focus on regulatory and compliance needs specific to the industry. This approach ensures the technology supports future growth and innovation. Transforming Customer Experiences and Business Operations As automation evolves, it’s transforming not only back-end processes but also customer experiences and decision-making at every level. Constantinidis from ServiceNow explains that hyperintelligence enables enterprises to predict outcomes and avert crises by trusting AI’s data accuracy. Gibbs from UiPath adds that automation allows enterprises to unlock untapped opportunities, speeding up the transformation of manual processes and enhancing business efficiency. AI is already making an impact in areas like supply chain management, regulatory compliance, and customer-facing processes. Ramamoorthy of ManageEngine notes that AI-powered NLP is revolutionizing enterprise chatbots and document processing, enabling businesses to automate complex workflows like invoice handling and sentiment analysis. Khachfeh from Omnix highlights how Cognitive Automation platforms elevate RPA by integrating AI-driven capabilities, such as NLP and Optical Character Recognition (OCR), to further streamline operations. Looking Ahead Hyperintelligent Automation, driven by AI, is set to revolutionize industries by enhancing efficiency, driving innovation, and enabling smarter decision-making. Enterprises that strategically adopt these tools—by integrating IT and business expertise, prioritizing data governance, and continuously refining their automated workflows—will be best positioned to navigate the complexities of AI and achieve sustainable 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 12, 2024in Agentforce Platform, Artificial Intelligence, Data, Enterprise, Salesforce, Technology0 Comments
Customer Service Week
12Nov

Customer Service Week

Engage Your Customer Service Team All Year — With Appreciation Recognizing your customer service team during National Customer Service Week (the first full week of October) is a great opportunity to show appreciation. But why limit it to one week, or to simple gestures like pastries or catered lunches? Your team works hard all year long! Here are four ways to show your customer service reps that you value their dedication and well-being every day. Why Customer Service Week Matters Customer Service Week is ainternational event dedicated to recognizing the essential role customer service reps play in delivering excellent customer experiences. With growing demands on reps, including handling more products and increasingly complex cases, it’s important to show appreciation and support. Our research shows that 69% of service leaders say rep attrition is a significant challenge, and more than half of reps experience burnout. Investing in your team can reduce turnover, prevent burnout, and improve overall customer satisfaction. Everyone deserves to be recognized for the contributions. Customer Service Week, Administrative Assistants Day, Best Boss Day — they all offer opportunities to focus on the good someone is doing in your organization and provide praise beyond a comment in a review or an attaboy. Here are four ways to make sure your reps feel supported during Customer Service Week—and all year long: 1. Foster Community Involvement Customer service reps often work around the clock to solve problems and assist customers. Connecting them with a supportive community can make all the difference, especially as AI continues to transform the customer service landscape. Encourage your reps to join Salesforce’s Serviceblazer Community, where they can gain new skills, connect with industry peers, and grow their careers. By fostering these connections, you show that you’re invested in their professional growth. As Serviceblazer Shonnah Hughes, VP at Salesforce, notes: “Your community helps you stay updated with the latest technology and enhances your skills, leading to career opportunities and personal growth.” Sean Lewis, principal solution consultant for Vicasso, shares that creating a dedicated Slack channel for best practices has improved customer service issue resolution and created a culture of gratitude. 2. Offer Professional Development Opportunities Invest in your team’s future by providing paid learning opportunities. Platforms like Salesforce’s Trailhead offer self-paced learning on a variety of topics, from communication skills to AI in customer service. Additionally, consider sponsoring team members for training courses, seminars, or workshops. This not only builds their skill sets but also shows you’re invested in their long-term success within the organization. You don’t have to send everyone to Dreamforce. But some of the smaller events might require less travel and more learning. If there isn’t a customer service Salesforce focused Meetup locally, sponsor one. Encourage networking. This might be where your next great employee is found. 3. Promote Skills Exchange Sessions Encourage skill-sharing among team members to build camaraderie and promote peer learning. Regularly schedule sessions where team members can teach one another valuable skills, such as how to leverage AI for writing customer responses or best practices for resolving complex cases. These sessions help create a collaborative work environment and enable the team to continuously improve. Record the sessions and add them to your Knowledge Base. Encourage staff to learn new skills to share. 4. Prioritize Health and Wellness Initiatives Supporting your team’s physical and mental health is key to maintaining productivity and morale. Consider introducing initiatives like fitness challenges, yoga sessions, or mental health workshops to reduce burnout and promote well-being. Offering access to wellness resources, gym memberships, or wellness stipends can also demonstrate your commitment to their overall health. Not only does the team appreciate these gestures, but helps them feel better all year long. 🔔🔔 Follow us on LinkedIn 🔔🔔 Ready to Put These Ideas into Action? A valued team is a highly motivated team. By implementing these four strategies—community involvement, professional development, skills exchanges, and wellness initiatives—you can show your customer service reps how much they mean to your organization. And the best part? You can engage and support them not just during Customer Service Week, but every day of the year—whether or not there are donuts involved. Salesforce provides a wide array of tools to help you with these four strategies. 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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November 12, 2024in Technology0 Comments
AI Won't Hurt Salesforce
12Nov

AI Won’t Hurt Salesforce

Marc Benioff Dismisses AI Threats, Sets Sights on a Billion AI Agents in One Year Salesforce CEO Marc Benioff has no doubts about the transformative potential of AI for enterprise software, particularly Salesforce itself. At the core of his vision are AI agents—autonomous software bots designed to handle routine tasks, freeing up human workers to focus on more strategic priorities. “What if your workforce had no limits? That’s a question we couldn’t even ask over the past 25 years of Salesforce—or the 45 years I’ve been in software,” Benioff said during an appearance on TechCrunch’s Equity podcast. The Billion-Agent Goal Benioff revealed that Salesforce’s recently launched Agentforce platform is already being adopted by “hundreds of customers” and aims to deploy a billion AI agents within a year. These agents are designed to handle tasks across industries—from enhancing customer experiences at retail brands like Gucci to assisting patients with follow-ups in healthcare. To illustrate, Benioff shared his experience with Disney’s virtual Private Tour Guides. “The AI agent analyzed park flow, ride history, and preferences, then guided me to attractions I hadn’t visited before,” he explained. Competition with Microsoft and the AI Landscape While Benioff is bullish on AI, he hasn’t hesitated to criticize competitors—particularly Microsoft. When Microsoft unveiled its new autonomous agents for Dynamics 365 in October, Benioff dismissed them as uninspired. “Copilot is the new Clippy,” he quipped, referencing Microsoft’s infamous virtual assistant from the 1990s. Benioff also cited Gartner research highlighting data security issues and administrative flaws in Microsoft’s AI tools, adding, “Copilot has disappointed so many customers. It’s not transforming companies.” However, industry skeptics argue that the real challenge to Salesforce isn’t Microsoft but the wave of AI-powered startups disrupting traditional enterprise software. With tools like OpenAI’s ChatGPT and Klarna’s in-house AI assistant “Kiki,” companies are starting to explore GenAI solutions that can replace legacy platforms like Salesforce altogether. For example, Klarna recently announced it was moving away from Salesforce and Workday, favoring GenAI tools that enable seamless, conversational interfaces and faster data access. Why Salesforce Is Positioned to Win Despite the noise, Benioff remains confident that Salesforce’s extensive data infrastructure gives it a significant edge. “We manage 230 petabytes of customer data with robust security and sharing models. That’s what allows AI to thrive in our ecosystem,” he said. While companies may question how other platforms like OpenAI handle data, Salesforce offers an integrated approach, reducing the need for complex data migrations to other clouds, such as Microsoft Azure. Salesforce’s Own Use of AI Benioff also highlighted Salesforce’s internal adoption of Agentforce, using AI agents in its customer service operations, sales processes, and help centers. “If you’re authenticated on help.salesforce.com, you’re already interacting with our agent,” he noted. AI Startups: Threat or Opportunity? As for concerns about AI startups overtaking Salesforce, Benioff sees them as acquisition opportunities rather than existential threats. “We’ve made over 60 acquisitions, many of them startups,” he said. He pointed to Agentforce itself, which was built using technology from Airkit.ai, a startup founded by a former Salesforce employee. Salesforce Ventures initially invested in Airkit.ai before acquiring and integrating it into its platform. The Path Forward Benioff is resolute in his belief that AI won’t hurt Salesforce—instead, it will revolutionize how businesses operate. While skeptics warn of a seismic shift in enterprise software, Benioff’s strategy is clear: lean into AI, leverage data, and stay agile through innovation and acquisitions. “We’re just getting started,” he concluded, reiterating his vision for a future where AI agents expand the possibilities of work and customer experience like never before. 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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November 12, 2024in Agentforce Platform, AI Tools, Data, Enterprise, Laws, Salesforce, Technology0 Comments
AI Research Agents
11Nov

AI Research Agents

AI Research Agents: Transforming Knowledge Discovery by 2025 (Plus the Top 3 Free Tools) The research world is on the verge of a groundbreaking shift, driven by the evolution of AI research agents. By 2025, these agents are expected to move beyond being mere tools to becoming transformative assets for knowledge discovery, revolutionizing industries such as marketing, science, and beyond. Human researchers are inherently limited—they cannot scan 10,000 websites in an hour or analyze data at lightning speed. AI agents, however, are purpose-built for these tasks, providing efficiency and insights far beyond human capabilities. Here, we explore the anticipated impact of AI research agents and highlight three free tools redefining this space (spoiler alert: it’s not ChatGPT or Perplexity!). AI Research Agents: The New Era of Knowledge Exploration By 2030, the AI research market is projected to skyrocket from $5.1 billion in 2024 to $47.1 billion. This explosive growth represents not just advancements in AI but a fundamental transformation in how knowledge is gathered, analyzed, and applied. Unlike traditional AI systems, which require constant input and supervision, AI research agents function more like dynamic research assistants. They adapt their approach based on outcomes, handle vast quantities of data, and generate actionable insights with remarkable precision. Key Differentiator: These agents leverage advanced Retrieval Augmented Generation (RAG) technology, ensuring accuracy by pulling verified data from trusted sources. Equipped with anti-hallucination algorithms, they maintain factual integrity while citing their sources—making them indispensable for high-stakes research. The Technology Behind AI Research Agents AI research agents stand out due to their ability to: For example, an AI agent can deliver a detailed research report in 30 minutes, a task that might take a human team days. Why AI Research Agents Matter Now The timing couldn’t be more critical. The volume of data generated daily is overwhelming, and human researchers often struggle to keep up. Meanwhile, Google’s focus on Experience, Expertise, Authoritativeness, and Trustworthiness (EEAT) has heightened the demand for accurate, well-researched content. Some research teams have already reported time savings of up to 70% by integrating AI agents into their workflows. Beyond speed, these agents uncover perspectives and connections often overlooked by human researchers, adding significant value to the final output. Top 3 Free AI Research Tools 1. Stanford STORM Overview: STORM (Synthesis of Topic Outlines through Retrieval and Multi-perspective Question Asking) is an open-source system designed to generate comprehensive, Wikipedia-style articles. Learn more: Visit the STORM GitHub repository. 2. CustomGPT.ai Researcher Overview: CustomGPT.ai creates highly accurate, SEO-optimized long-form articles using deep Google research or proprietary databases. Learn more: Access the free Streamlit app for CustomGPT.ai. 3. GPT Researcher Overview: This open-source agent conducts thorough research tasks, pulling data from both web and local sources to produce customized reports. Learn more: Visit the GPT Researcher GitHub repository. The Human-AI Partnership Despite their capabilities, AI research agents are not replacements for human researchers. Instead, they act as powerful assistants, enabling researchers to focus on creative problem-solving and strategic thinking. Think of them as tireless collaborators, processing vast amounts of data while humans interpret and apply the findings to solve complex challenges. Preparing for the AI Research Revolution To harness the potential of AI research agents, researchers must adapt. Universities and organizations are already incorporating AI training into their programs to prepare the next generation of professionals. For smaller labs and institutions, these tools present a unique opportunity to level the playing field, democratizing access to high-quality research capabilities. Looking Ahead By 2025, AI research agents will likely reshape the research landscape, enabling cross-disciplinary breakthroughs and empowering researchers worldwide. From small teams to global enterprises, the benefits are immense—faster insights, deeper analysis, and unprecedented innovation. As with any transformative technology, challenges remain. But the potential to address some of humanity’s biggest problems makes this an AI revolution worth embracing. Now is the time to prepare and make the most of these groundbreaking tools. 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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November 11, 2024in Data, Enterprise, Google, Technology0 Comments
healthcare Can prioritize ai governance
11Nov

Healthcare Can Prioritize AI Governance

As artificial intelligence gains momentum in healthcare, it’s critical for health systems and related stakeholders to develop robust AI governance programs. AI’s potential to address challenges in administration, operations, and clinical care is drawing interest across the sector. As this technology evolves, the range of applications in healthcare will only broaden.

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November 11, 2024in AI Tools, Artificial Intelligence, Data, Generative AI, Laws, Life Sciences Cloud, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Technology0 Comments
Insurance Brokerage Financial Services Cloud
10Nov

Insurance Brokerage Financial Services Cloud

Salesforce has introduced Financial Services Cloud for Insurance Brokerages, an AI-powered platform set to launch in February 2025, designed to automate and enhance client management, policy servicing, and commission processing for insurance brokerages. Built on Salesforce’s core CRM system, Insurance Brokerage Financial Services Cloud streamlines traditionally time-consuming tasks like policy renewals, employee benefits management, and commission splits, aiming to consolidate operations and reduce operational expenses.

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November 10, 2024in Data, Enterprise, Salesforce Data Cloud, Technology0 Comments
Martech Modernization
04Nov

Martech Modernization

Martech Modernization: The Trends, Challenges, and Opportunities A Snapshot of Martech Strategies and CDP Adoption According to research by Acxiom, 65% of companies with a defined martech strategy utilize a Customer Data Platform (CDP), compared to just 43% without one. This significant gap underscores the strategic role of CDPs in martech adoption. Additionally, nearly all businesses surveyed plan to revise their martech stack within the next 12 months, with 29% adding new tools and 15% consolidating existing ones. The Transformative Marketing Landscape Rapid technological advancements, changing customer expectations, and evolving identity ecosystems are fundamentally reshaping how brands engage their audiences. In this environment, modernizing martech has become essential for delivering the personalized experiences customers demand. However, modernization presents challenges such as siloed data, fragmented technologies, and gaps in expertise, complicating efforts to adapt. To gain insights into these dynamics, Acxiom surveyed 200 martech decision-makers from the US and UK about their modernization plans, motivations, and obstacles. The findings reveal a widespread push for martech updates, with brands seeking support to navigate this complex journey. SECTION ONE: A Martech Reset is Underway Martech Strategy Rises to the Top When asked to prioritize their marketing objectives, 34% of respondents listed developing a martech strategy among their top three goals. This places it alongside traditional objectives like increasing brand awareness and customer acquisition, reflecting its growing importance in achieving broader marketing goals. Even considering that survey respondents may prioritize martech more than the average business leader, the results highlight the industry’s dynamism and the pressing need for a martech reset. Widespread Stack Adjustments Nearly all surveyed businesses (99%) plan to adjust their martech stack in the next year. Key trends include: This widespread activity emphasizes the high priority placed on martech optimization. Streamlining and Experimentation Some organizations focus on refining their existing stacks, while others are piloting new platforms: C-Suite Engagement Martech modernization has also captured the attention of executive leadership. 60% of respondents noted that martech has become a higher priority for their C-suite in recent years, particularly in smaller companies leveraging technology to maximize resources and compete with larger rivals. Budget Increases Despite Economic Pressures In a challenging economic climate, 65% of respondents expect their martech budgets to grow over the next year, while only 10% foresee cuts. This trend reflects the recognition of martech as a strategic investment critical for maintaining competitiveness. SECTION TWO: Drivers of Martech Modernization Why Modernize? Modernization efforts are driven by a mix of goal-oriented and technical motivations. Key drivers include: Secondary motivations include streamlining integration, ensuring regulatory compliance, and reducing operational complexity. Key Takeaways As martech modernization accelerates, businesses must balance innovation with strategic planning to navigate this transformative era successfully. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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November 4, 2024in Data, Technology
salesforce and mahindra finance
02Nov

Salesforce and Mahindra

The new LOS will incorporate machine learning and automation to deliver real-time credit assessments, enabling faster loan processing and competitive interest rates, alongside improved credit risk insights. This strategic partnership underscores Mahindra Finance’s dedication to providing responsible financing solutions to India’s emerging MSME sector.

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November 2, 2024in Data, Enterprise, Salesforce, Salesforce Sales Cloud, Technology
Agentic AI Race
02Nov

Agentforce Accelerator to Empower Nonprofits

Salesforce Introduces Agentforce Accelerator to Empower Nonprofits Salesforce has unveiled the Salesforce Accelerator — Agents for Impact, a groundbreaking initiative aimed at helping nonprofits harness the power of Agentforce. This suite of AI-driven tools enables organizations to build and deploy autonomous AI agents that can perform critical tasks across various functions. Through a combination of technology, funding, and expertise, the accelerator aims to empower nonprofits to enhance operational efficiency and amplify their impact in an AI-driven future. Why It Matters Nonprofits often face challenges such as staffing shortages and burnout, limiting their ability to address pressing social and environmental issues. AI agents can play a transformative role by augmenting nonprofit teams, enabling them to: While the potential is significant, developing and implementing AI solutions often remains financially and technically inaccessible for many nonprofits. How the Accelerator Works The Salesforce Accelerator — Agents for Impact bridges this gap by providing a comprehensive support package: Nonprofits from all focus areas can apply for the accelerator starting October 29, 2024, with selected organizations notified by December. Track Record of Impact The Agents for Impact initiative builds on Salesforce’s broader accelerator program, which has provided million since 2022 to support innovative nonprofit solutions in areas like AI, education, and climate action. Scaling Nonprofit Potential With the launch of Salesforce Accelerator — Agents for Impact, nonprofits now have unprecedented opportunities to adopt AI-driven solutions that enhance efficiency and scale their missions. This program reflects Salesforce’s ongoing commitment to empowering organizations to drive meaningful change in an increasingly AI-powered world. 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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November 2, 2024in Agentforce Platform, Generative AI, Salesforce, Technology
Rise of AI Sparks
02Nov

Rise of AI Sparks

The rise of AI has sparked an intense wave of both concern and fascination, unlike most previous technological advancements. While earlier innovations generated excitement and skepticism, few have prompted such extreme predictions of either a utopian future or an impending catastrophe. AI has evoked a deep human response, with many feeling compelled to engage in discussions about its implications—perhaps more than with any other technology in history. This is partly due to AI’s unique potential and power, but also because it challenges some of our most fundamental assumptions about the world and our place within it. In this essay, I will explore the concept of “ontological shock,” which refers to the confusion and disorientation that arise when our basic understanding of reality is subverted. AI is a powerful source of ontological shock because it forces us to reconsider our long-held views of ourselves and the world, and adjust our worldview to accommodate this new reality. Understanding Ontological Shock Ontology refers to the fundamental ways we understand and categorize the world. For most of us, life unfolds in a reasonably predictable manner, providing what sociologist Anthony Giddens calls “ontological security”—a sense of continuity and order in our experiences. The sun rises, familiar faces greet us, and life follows expected patterns. However, certain events can profoundly disrupt this sense of security. National crises, such as the collapse of an empire, or severe mental illness, like psychosis, can upend our basic assumptions about the world. Psychiatrist John Mack used the term “ontological shock” to describe the impact on individuals who believe they have experienced alien abduction, as they grapple with a reality that challenges their understanding of existence. Similarly, the emergence of AI confronts us with a destabilizing challenge to our worldview. Much of the public conversation around AI seems focused on preserving our ontological security rather than engaging with the deeper implications AI presents. Ontological Assumptions Through Time Our assumptions about reality are often invisible, like glasses through which we see the world but rarely take off to examine. To understand how AI might challenge these assumptions, it helps to look at how past societies understood the world. For example, in hunter-gatherer cultures, animism was a dominant worldview, with intelligence and spirit seen as inherent in natural features like rivers, trees, and animals. Roman civilization, meanwhile, was characterized by a pantheon of gods that influenced every aspect of life, while medieval Christianity simplified this structure, placing God at the top of a rigid hierarchy with humans uniquely endowed with souls. In the modern era, however, the collective loss of religious faith has resulted in a sharp divide between humans and the rest of the natural world. For the last century and a half, this boundary—between humans as intelligent beings and everything else as “things”—has been under attack, most notably by Darwin’s theory of evolution. AI and the Collapse of Ontological Boundaries AI challenges the last standing distinction between humans and objects. If AI can think, then the barrier between humans and things collapses, shaking our understanding of what it means to be human. The result is widespread ontological shock, as many struggle to reconcile the implications of AI. The debate about AI often remains stuck in dualism, forcing us into two unsatisfying choices: either AI is “just a thing,” or it has achieved human-like intelligence and should be treated as one of us. A third, increasingly popular, idea is that AI might soon attain god-like superintelligence, sparking apocalyptic or utopian visions. A New Approach These options fail to capture the true complexity of the situation. To address AI more thoughtfully, we must move beyond rigid human-thing dualism and embrace the idea that AI may represent an entirely new category of being. AI might possess a form of intelligence and existence that doesn’t fit into our traditional understanding of human or machine, but instead calls for a broader conceptual framework. By rethinking our ontological assumptions and acknowledging that intelligence and being come in many forms, we can begin to understand AI on its own terms, rather than forcing it into outdated categories. This ontological openness will be key to navigating the profound shifts AI is bringing to our 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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November 2, 2024in Salesforce
Being AI-Driven
01Nov

Being AI-Driven

Imagine a company where every decision, strategy, customer interaction, and routine task is enhanced by AI. From predictive analytics uncovering market insights to intelligent automation streamlining operations, this AI-driven enterprise represents what a successful business could look like. Does this company exist? Not yet, but the building blocks for creating it are already here. To envision a day in the life of such an AI enterprise, let’s fast forward to the year 2028 and visit Tectonic 5.0, a fictional 37-year-old mid-sized company in Oklahoma that provides home maintenance services. After years of steady sales and profit growth, the 2,300-employee company has hit a rough patch. Tectonic 5.0’s revenue grew just 3% last year, and its 8% operating margin is well below the industry benchmark. To jumpstart growth, Tectonic 5.0 has expanded its product portfolio and decided to break into the more lucrative commercial real estate market. But Tectonic 5.0 needs to act fast. The firm must quickly bring its new offerings to market while boosting profitability by eliminating inefficiencies and fostering collaboration across teams. To achieve these goals, Tectonic 5.0 is relying on artificial intelligence (AI). Here’s how each department at Tectonic 5.0 is using AI to reach these objectives. Spot Inefficiencies with AI With a renewed focus on cost-cutting, Tectonic 5.0 needed to identify and eliminate inefficiencies throughout the company. To assist in this effort, the company developed a tool called Jenny, an AI agent that’s automatically invited to all meetings. Always listening and analyzing, Jenny spots problems and inefficiencies that might otherwise go unnoticed. For example, Jenny compares internal data against industry benchmarks and historical data, identifying opportunities for optimization based on patterns in spending and resource allocation. Suggestions for cost-cutting can be offered in real time during meetings or shared later in a synthesized summary. AI can also analyze how meeting time is spent, revealing if too much time is wasted on non-essential issues and suggesting ways to have more constructive meetings. It does this by comparing meeting summaries against the company’s broader objectives. Tectonic 5.0’s leaders hope that by highlighting inefficiencies and communication gaps with Jenny’s help, employees will be more inclined to take action. In fact, it has already shown considerable promise, with employees being five times more likely to consider cost-cutting measures suggested by Penny. Market More Effectively with AI With cost management underway, Tectonic 5.0’s next step in its transformation is finding new revenue sources. The company has adopted a two-pronged approach: introducing a new lineup of products and services for homeowners, including smart home technology, sustainable living solutions like solar panels, and predictive maintenance on big-ticket systems like internet-connected HVACs; and expanding into commercial real estate maintenance. Smart home technology is exactly what homeowners are looking for, but Tectonic 5.0 needs to market it to the right customers, at the right time, and in the right way. A marketing platform with built-in AI capabilities is essential for spreading the word quickly and effectively about its new products. To start, the company segments its audience using generative AI, allowing marketers to ask the system, in natural language, to identify tech-savvy homeowners between the ages of 30 and 60 who have spent a certain amount on home maintenance in the last 18 months. This enables more precise audience targeting and helps marketing teams bring products to market faster. Previously, segmentation using legacy systems could take weeks, with marketing teams relying on tech teams for an audience breakdown. Now, Tectonic 5.0 is ready to reach out to its targeted customers. Using predictive AI, it can optimize personalized marketing campaigns. For example, it can determine which customers prefer to be contacted by text, email, or phone, the best time of day to reach out, and how often. The system also identifies which messaging—focused on cost savings, environmental impact, or preventative maintenance—will resonate most with each customer. This intelligence helps Tectonic 5.0 reach the optimal customer quickly in a way that speaks to their specific needs and concerns. AI also enables marketers to monitor campaign performance for red flags like decreasing open rates or click-through rates and take appropriate action. Sell More, and Faster, with AI With interested buyers lined up, it’s now up to the sales team to close deals. Generative AI for sales, integrated into CRM, can speed up and personalize the sales process for Tectonic 5.0 in several ways. First, it can generate email copy tailored to products and services that customers are interested in. Tectonic 5.0’s sales reps can prompt AI to draft solar panel prospecting emails. To maximize effectiveness, the system pulls customer info from the CRM, uncovering which emails have performed well in the past. Second, AI speeds up data analysis. Sales reps spend a significant amount of time generating, pulling, and analyzing data. Generative AI can act like a digital assistant, uncovering patterns and relationships in CRM data almost instantaneously, guiding Tectonic 5.0’s reps toward high-value deals most likely to close. Machine learning increases the accuracy of lead scoring, predicting which customers are most likely to buy based on historical data and predictive analytics. Provide Better Customer Service with AI Tectonic 5.0’s new initiatives are progressing well. Costs are starting to decrease, and sales of its new products are growing faster than expected. However, customer service calls are rising as well. Tectonic 5.0 is committed to maintaining excellent customer service, but smart home technology presents unique challenges. It’s more complex than analog systems, and customers often need help with setup and use, raising the stakes for Tectonic 5.0’s customer service team. The company knows that customers have many choices in home maintenance providers, and one bad experience could drive them to a competitor. Tectonic 5.0’s embedded AI-powered chatbots help deliver a consistent and delightful autonomous customer service experience across channels and touchpoints. Beyond answering common questions, these chatbots can greet customers, serve up knowledge articles, and even dispatch a field technician if needed. In the field, technicians can quickly diagnose and fix problems thanks to LLMs like xGen-Small, which

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November 1, 2024in Generative AI
10 Top AI Jobs in 2025
01Nov

10 Top AI Jobs in 2025

10 Top AI Jobs in 2025 As we approach 2025, the demand for AI expertise is on the rise. Companies are seeking professionals with a strong background in AI, paired with practical experience. This insight explores 10 of the top AI jobs, the skills they require, and the industries that are driving AI adoption. If you are of the camp worrying about artificial intelligence replacing you, read on to see how you can leverage AI to upskill your career. AI is increasingly becoming an integral part of our lives, influencing various sectors from healthcare and finance to manufacturing, retail, and education. It is automating routine tasks, enhancing user experiences, and improving decision-making processes. AI is transitioning from data centers into everyday devices such as smartphones, IoT devices, and autonomous vehicles, becoming more efficient and safer thanks to advancements in real-time processing, lower latency, and enhanced privacy measures. The ethical use of AI is also at the forefront, emphasizing fairness, transparency, and accountability in AI models and decision-making processes. This proactive approach to ethics contrasts with past technological advancements, where ethical considerations often lagged behind. The rapid growth of AI translates to an increasing number of job opportunities. Below, we discuss the skills sought in AI specialists, the industries adopting AI at a fast pace, and a rundown of the 10 hottest AI jobs for 2025. Top AI Job Skills While many programmers are self-taught, the AI field demands a higher level of expertise. An analysis of 15,000 job postings found that 77% of AI roles require a master’s degree, while only 8% of positions are available to candidates with just a high school diploma. Most job openings call for mid-level experience, with only 12% for entry-level roles. Interestingly, while remote work is common in IT, only 11% of AI jobs offer fully remote positions. Being a successful AI developer requires more than coding skills; proficiency in core AI programming languages (like Python, Java, and R) is essential. Additional skills in communication, digital marketing strategies, effective collaboration, and analytical abilities are also critical. Moreover, a basic understanding of psychology is beneficial for simulating human behavior, and knowledge of AI security, privacy, and ethical practices is increasingly necessary. Industries Embracing AI Certain sectors are rapidly adopting AI technologies, including: 10 Top AI Jobs AI job roles are evolving quickly. Specialists are increasingly in demand over generalists, with a focus on deep knowledge in specific areas. Here are 10 promising AI job roles for 2025, along with their expected salaries based on job postings. As AI continues to evolve, these roles will play a pivotal part in shaping the future of various industries. Preparing for a career in AI requires a combination of technical skills, ethical understanding, and a willingness to adapt to new technologies. As we’ve seen with Salesforce a push for upskilling in artificial intelligence is here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 1, 2024in AI Tools, Artificial Intelligence, Data, Google, Technology

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