Salesforce, the #1 AI CRM, announced major advancements to Einstein, its proprietary AI technology, and Data Cloud, its real-time hyperscale data engine, at Dreamforce 2023. These innovations look to fundamentally reshape customer experiences, while elevating productivity and performance standards.
According to a recent IDC study, this new wave of generative AI accelerates economic opportunity for Salesforce and its ecosystem. IDC predicts the Salesforce AI economy will generate a net gain of US$2.02 trillion in worldwide business revenues and 11.6 million jobs worldwide between 2022 and 2028.
Next Generation of Einstein Delivers a Trusted, Generative AI-powered Conversational Assistant
Salesforce Einstein now includes new generative AI capabilities with Einstein Copilot, a conversational AI assistant built into every CRM application and customer experience. Einstein Copilot, integrated seamlessly into users’ flow of work, will drive productivity by enabling them to ask questions in natural language, and receive relevant and trustworthy answers that are grounded in secure proprietary company data from Salesforce Data Cloud.
To address specific business needs, Einstein Copilot Studio will give companies an easy way to customise Einstein Copilot with specific prompts, skills and AI models. This capability will help companies close sales deals faster, streamline customer service, or turn natural language prompts into code, among hundreds of other business tasks. Einstein Copilot Studio will also provide configurability to make Einstein Copilot available beyond Salesforce applications, for use across other consumer-facing channels like websites to power real-time chat, Slack, WhatsApp, or SMS.
Einstein Copilot and Einstein Copilot Studio will operate within the Einstein Trust Layer, a secure AI architecture natively built into Salesforce that allows teams to generate higher-quality AI results by grounding responses with customer data, while preserving their company’s data privacy and security standards.
New Einstein 1 Platform and Data Cloud Integrations Support Big Data Scale and Power Low-Code Metadata-Driven AI Applications
Built on Salesforce’s underlying metadata framework, the Einstein 1 Platform features major advancements to Data Cloud and Einstein. The platform will allow companies to safely connect, organise and understand data across different Salesforce applications. This creates a unified view of data across an enterprise, regardless of how the data is structured in internal systems, and allows organisations to customise user experience and action data using a variety of low-code platform services such as:
Einstein AI-powered predictions and content generation
Flow for automation
Lightning for user interfaces
The new Data Cloud, now natively integrated with the Einstein 1 platform, allows companies to unlock siloed data at scale to create rich, unified customer profiles and deliver entirely new CRM experiences.
Data at Scale: Einstein 1 Platform supports thousands of metadata-enabled objects, each capable of having trillions of rows. Marketing Cloud and Commerce Cloud are also re-engineered onto the platform.
Automation at Scale: Massive amounts of data can now be immediately made available as actionable Salesforce objects on the Einstein 1 platform. Flows can be triggered at any change on any objects at scale, up to 20,000 events per second, and can interact with any system in the enterprise, including legacy systems, through Mulesoft.
Analytics at Scale: Einstein 1 Platform’s common metadata schema and access model allows Salesforce’s variety of insights and analytics solutions - including Reports and Dashboards, Tableau, CRM Analytics, and Marketing Cloud Reports - to work on the same data at scale.
“Our latest innovations represent our vision for the future of AI, data, CRM and trust. This next generation of Einstein, along with the new Einstein 1 Platform, extends the frontiers of trusted and accessible AI-powered solutions built for businesses. Organisations in ASEAN can now truly harness the value of their data and implement AI-powered solutions to drive productivity and deliver personalised customer experiences at scale,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN.
Other key announcements at Dreamforce 2023:
New Slack Innovations to Power Intelligent Productivity Platform
New innovations, built natively into Slack, bring together AI, automation, and knowledge sharing into one place to improve productivity and efficiency
Slack AI capabilities can summarise threads, recap channel highlights, and search for answers within your messages
Improved Workflow Builder allows teams to create automations without any coding using connectors from Google, Asana, Jira and other platforms.
Slack lists enable tracking of work, triage requests, and management of cross-functional projects.
Salesforce Expands Industry Partnerships with Google, AWS, McKinsey, Databricks, Genesys, Snowflake:
Google partnership: Delivering new bidirectional integrations that will allow customers to bring together context from Salesforce and Google Workspace. Users will be able to work seamlessly across platforms through Salesforce and Google Workspace's generative AI assistants, Salesforce’s Einstein Copilot and Google’s Duet AI.
AWS partnership: Introducing new Bring Your Own Lake (BYOL) and Bring your Own Large Language Model (BYO LLM) integrations between AWS and Salesforce Data Cloud. Built on AWS and Salesforce’s existing generative AI partnership, the new integrations allow customers to seamlessly and securely unify their data across Data Cloud and AWS services to leverage the broad set of foundation models available in Amazon Bedrock and Amazon SageMaker securely within the Salesforce Platform.
McKinsey partnership: Bringing together Salesforce’s Einstein and Data Cloud technologies with McKinsey’s AI models and capabilities, this new collaboration will accelerate the introduction of trusted generative AI for sales, marketing, commerce and service.
Databricks partnership: Seamless data sharing between Salesforce Data Cloud and Databricks Lakehouse will enable customers to reduce cost and complexity of moving and copying data, maintaining security and trust while unlocking richer insights for better customer experiences.
Snowflake partnership: General availability of Salesforce’s Bring Your Own Lake (BYOL) Data Sharing with the Snowflake Data Cloud from Salesforce Data Cloud enhances data storage and actionable insights, helping customers strengthen data-driven engagement.
Genesys partnership: Introducing a new unified AI-powered customer experience and relationship management solution, CX Cloud, that integrates Genesys Cloud CXTM and Salesforce Service Cloud to drive smarter end-to-end customer and employee experiences.
Einstein Copilot and Copilot Studio newsroom post
Einstein 1 Platform newsroom post
Slack Productivity Platform newsroom post
IDC Salesforce Economy Study newsroom post
Salesforce empowers companies of every size and industry to connect with their customers through the power of data + AI + CRM + trust. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.