Salesforce has announced AI Cloud, a new way for Salesforce customers to enhance customer experiences and company productivity with generative AI for the enterprise. AI Cloud is a suite of capabilities optimised for delivering trusted, open, and real-time generative experiences across applications and workflows.
AI Cloud’s new Einstein GPT Trust Layer resolves concerns about risks associated with adopting generative AI. It enables customers to meet their enterprise data security and compliance demands, while offering customers the benefits of generative AI. This unique blend of capabilities and security solidifies Salesforce’s position as the #1 AI CRM.
At the heart of AI Cloud is Einstein. The world’s first AI for CRM now powers over 1 trillion predictions per week across Salesforce’s applications. With generative AI, Einstein helps make every company and employee more productive and efficient across sales, service, marketing, and commerce.
AI Cloud will enable sales reps to quickly auto-generate personalised emails tailored to their customer’s needs. Service teams can auto-generate personalised agent chat replies and case summaries. Marketers can also auto-generate personalised content to engage customers and prospects across email, mobile, web, and advertising.
Commerce teams can auto-generate insights and recommendations to deliver customised commerce experiences at every step of the buyer’s journey. Developers can auto-generate code, predict potential bugs in code, and suggest fixes.
Why trusted generative AI matters in the enterprise?
Company leaders want to embrace generative AI but are wary of the risks. Hallucinations, toxicity, privacy, bias, and data governance concerns are creating a trust gap. New Salesforce research found that 73% of employees believe generative AI introduces new security risks. Nearly 60% of those who plan to use the technology don’t know how to keep data secure.
Salesforce says AI Cloud will help fill that trust gap with the new Einstein GPT Trust Layer. The Einstein GPT Trust Layer will help prevent large-language models (LLMs) from retaining sensitive customer data. This separation of sensitive data from the LLM will help customers maintain data governance controls. At the same time, they can still leverage the immense potential of generative AI. The Einstein GPT Trust Layer sets a new industry standard for secure generative AI for the enterprise.
“AI is reshaping our world and transforming business in ways we never imagined. Every company needs to become AI-first,” said Marc Benioff, Chair and CEO, Salesforce.
“AI Cloud is the fastest and easiest way for our customers to unleash the incredible power of AI. With trust at the centre driven by our new Einstein GPT Trust Layer. AI Cloud will unlock incredible innovation, productivity, and efficiency for every company.”
Salesforce says AI Cloud is the fastest and easiest way for our customers to unleash the incredible power of AI. With trust at the centre driven by our new Einstein GPT Trust Layer.
Going deeper
AI Cloud will integrate Salesforce technologies. This includes Einstein, Data Cloud, Tableau, Flow, and MuleSoft to provide trusted, open generative AI that is enterprise ready.
The Einstein GPT Trust Layer will enable companies to get started with trusted generative AI faster by optimising the right model for the right task. It can provide deployment capabilities for any relevant LLM while helping companies maintain data privacy, security, residency, and compliance goals.
Use of Third-Party LLMs: As part of Salesforce’s commitment to an open ecosystem, AI Cloud is designed to host LLMs from Amazon Web Services (AWS), Anthropic, Cohere, and others — entirely within Salesforce’s infrastructure. AI Cloud will help maintain customer prompts and responses in the Salesforce infrastructure. Salesforce and OpenAI have established a shared trust partnership to deliver joint content moderation using OpenAI’s leading Enterprise API. and best-in-class safety tools in conjunction with the Einstein GPT Trust Layer to help keep data retained in Salesforce.
Use of Salesforce LLMs: AI Cloud will enable customers to use Salesforce LLMs developed by Salesforce AI Research to support advanced capabilities. This includes code generation and business process automation assistance, fundamentally transforming how businesses interact with their CRM software. Salesforce’s LLMs. LLM includes CodeGen, CodeT5+, and CodeTF – help companies increase productivity, bridge the talent gap, reduce the cost of implementations, and better detect incidents.
Bring your own model
Bring Your Own Model (BYOM): Customers who have trained their own domain-specific models outside of Salesforce will benefit from AI Cloud while storing data on their own infrastructure. These models, whether running through Amazon SageMaker or Google’s Vertex AI, will connect directly to AI Cloud through the Einstein GPT Trust Layer. In this scenario, customer data can remain within the customers’ trust boundaries.
Prompt template and builders: The prompts used to generate AI content directly influence the quality and relevance of the generated content. Salesforce is developing optimized AI prompts that use harmonized data to ground generated outputs in every company’s unique context. These context-rich prompts will help sales, service, marketing, commerce, and IT teams get instant value from trusted generative AI, without hallucinations, while reducing time and cost.
Enterprise Times: What this means for businesses.
It looks like Salesforce is bringing generative AI across every Salesforce application. The company says it will help make companies and employees more productive and efficient. Smart enterprises have been undertaking perpetual digital transformation forever to drive innovations across the entire enterprise.
Needless to say, Salesforce provides a trusted and safe infrastructure for businesses of all size to effortlessly integrate into their existing environments. The company has now fully embraced generative AI-powered applications. The technology has the potential to transform the way businesses interact with customers, deliver personalised experiences, and drive customer loyalty. Only time will tell the true impact of generative AI on business operations and culture.
