Salesforce (credit image/Enterprise Times/Roy Edwards)Zahra Bahrololoumi, Salesforce UKI CEO, provided the keynote address at this year’s Salesforce’s World Tour event at London’s Excel Centre. More than 17,500 delegates attended Salesforce World Tour London, with customers including Aston Martin, McLaren Racing, Simplyhealth, Just Eat Takeaway, and John Lewis Partnership sharing AI learnings.

Bahrololoumi re-iterated her theme from last year’s event, advising the audience that businesses are witnessing an AI revolution. “It is more than just the technology, it is changing everything, changing how we engage our customers or run our businesses. It demands that we put trust at the centre of everything that businesses do.

“AI is evolving. It is taking us all the way from the predictive AI and to autonomous AI. It will help us resolve very complex issues like productivity to high margins to better customer relations”, Barololoumi added.

During the keynote address, Bahrololoumi explored the future of AI in enterprise with a focus on trust, safety, and inclusivity. She highlighted the importance of contextualising business insights and unlocking AI insights for growth. Bahrololoumi also discussed the potential of AI to revolutionise customer service by unifying data, automating processes, and providing personalised experiences. Innovations such as Einstein and data-driven apps were also mentioned as key to streamlining processes and identifying issues.

Five steps to AI Enterprise

Bahrololoumi outlined the five steps to the AI enterprise, including:

  • Unifying apps and data. It is important for enterprises to unlock data in any application. Furthermore, it is more than just a customer data cloud, but includes all forms of company data in the cloud.
  • Discover AI insights – Using the ability to converse and collaborate with AI using natural language. It has to be natural and intuitive so that employees do not need to code anything. They simply use their natural language.
  • Collaborate AI – Organisations will need to collaborate with AI continuously. Salesforce has been building predictive AI into each of its channels, providing intelligent forecasting for sales, personalised offers and marketing, self-service offers service, or intelligent predictions for eCommerce. According to Salesforce, the impact has been tremendous. 1 trillion AI predictions per week.
  • Give AI new skills—With all these AI tools in Salesforce, enterprises will have access to AI skills relevant to their business.
  • Equip AI to act throughout the organisation.

Bahrololoumi also made several announcements including the availability of Data Cloud on Hyperforce in the UK from 31 July 2024.

Data Cloud on Hyperforce

Hyperforce is the trusted platform architecture built on the public cloud that supports Salesforce’s global customer base in growing within new regions. This is achieved by leveraging the scale and agility of the public cloud to deploy Salesforce products. Customers benefit from its integration of enhanced standards for compliance, security, agility, and scalability, in addition to Salesforce’s commitment to privacy.

Data Cloud helps companies unify all their data on Salesforce. It provides a 360-degree view of the customer to support automation, analytics, personalised engagement, and trusted AI. Data Cloud on Hyperforce in the UK will enable organisations to tap the power of Data Cloud. At the same time ensuring they securely store data in-country to keep up with local regulations and compliance standards and improve performance with the ability to handle increased workloads on the public cloud.

Data Cloud Vector Database

Bahrololoumi also announced the availability of Data Cloud Vector Database.  Businesses can now unlock insights from previously inaccessible unstructured data, including in PDFs, emails, transcripts, and other unstructured formats. The company’s research has estimated that 90% of customer data is trapped in those unstructured formats.  Data Cloud Vector Database enables companies to take action across all channels and touchpoints. This includes sales, service, marketing, commerce, analytics, and other applications.

Additionally, businesses can also now analyse unstructured data sources like call transcripts, online customer reviews, and support tickets directly into the customer profile. Consequently, gaining a deeper understanding of customer needs and preferences, without having to rely on expensive and labour-intensive solutions.

These enriched profiles then enable teams and AI to search through vast volumes of this data to find insights that can be used to enhance sales, service, marketing, and commerce experiences. For instance, this knowledge can be used to proactively schedule service calls and help sales teams close pipelines faster. Alternatively, drive more strategic marketing campaigns.

According to Bahrololoumi, “It feels like the last 25+ years, has brought us to this moment for Salesforce. AI is powered for trusted enterprise data with safeguards and frameworks of data to ensure responsible AI. We built Einstein One, which is powered and helps to get enterprise AI cluster, and supported by our Data Cloud. It unites all of our clouds, ignites our apps, our AI capability, onto a single, deeply integrated, connected platform.  Only Salesforce and Salesforce Customer 360 combine all of your CRM together. To provide insight and understanding of customers and a single source of truth.”

Enterprise Times: What this means for businesses

Bahrololoumi is totally right. AI is transforming everything in business. It will transform all types of relationships within enterprises as well as their relationships with customers, suppliers and partners. Bahrololoumi says it will help resolve complex business issues like productivity, margin or improve customer relationships.

However, this depends on the quality of data inputted to support the large language models (LLMs) that generate AI results. This is the Achilles Heel of the wider embrace of AI irrespective of business sector, industry, or segment. It’s dependent on quality data.

However, many organisations still have major issues collating, cleaning and managing quality data. Fragmented data and siloed data still remains a major issue for many organisations. As a result, remains a major barrier to them achieving the Nirvana described in Bahrololoumi’s keynote address. More clarity in the steps required to achieve data harmony. Tangible and practical data support and change management advice needs to be given to businesses to enable them to reach that aspiration.

 

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