AI chatbots are becoming a fundamental part of Salesforce applications, with major updates to both Einstein AI and Data Cloud services unveiled during the Dreamforce 2023 keynote address. Since its integration with Slack in May, Einstein AI has undergone numerous updates and enhancements. The newly introduced Copilot service takes the existing AI chatbot and tailors it to specific datasets using Salesforce Data Cloud. This enables the AI to provide more accurate and actionable answers to natural language queries and requests from employees.
During a press call on Monday, Clara Chi, Salesforce’s CEO of AI, introduced Copilot as a conversational AI assistant designed to help companies and employees securely access generative AI to enhance their productivity. Moreover, Copilot will be available to all Salesforce users across every cloud, making it accessible to everyone within an organization.
The new Copilot Studio takes customization a step further by allowing customers to customize Einstein Copilot by specifying prompts, skills, and AI models. This enables a more structured behavior for Einstein without limiting its generative capabilities. Additionally, Salesforce executives announced that Copilot will be compatible with various mobile platforms, including real-time chat, Slack, WhatsApp, and SMS.
Salesforce’s EVP and GM of Platform, Patrick Stokes, emphasized the immense opportunity AI presents in terms of job creation and increased productivity for organizations. However, Stokes recognized that many customers face challenges when it comes to fragmented data spread across different applications, data lakes, APIs, and vendors. To address this issue, Salesforce announced the integration between the chatbot and its Data Cloud service, creating a unified platform for building low-code AI-powered CRM applications called the Einstein 1 Platform.
By connecting data from different systems and unifying them on one platform, Salesforce aims to improve productivity and deliver a seamless user experience. The metadata framework, a system that describes data relationships and behaviors, plays a crucial role in training machine learning models for better customer interactions and business operations.
Salesforce’s Data Cloud and Einstein together form a comprehensive platform, enabling users to build their customer experiences in one place, using both data and AI. This integration eliminates the need for disparate systems and facilitates a more holistic approach to CRM.
To ensure the AI system’s reliability and minimize false responses, Salesforce has developed the “Einstein trust layer.” This layer secures data retrieval from the cloud, masks sensitive or proprietary information, and further conducts toxicity checks, reducing the risk of hallucination and false information generated by the AI.
While there is acknowledgement that the rise of generative AI may result in job losses, such as coders being replaced by Einstein 1, Salesforce remains optimistic about the opportunities it presents. Clara Chi stated that while some jobs may be impacted, new roles, such as prompt engineers, will emerge.
In conclusion, Salesforce’s integration of AI chatbots into its applications is a significant development. With updates to Einstein AI and the incorporation of Data Cloud, the company aims to provide better and more customized AI capabilities to enhance user experiences. By addressing data fragmentation and prioritizing security, Salesforce is creating a connected platform that streamlines CRM processes and allows users to leverage data and AI in a unified manner.
