Hello everyone and welcome back to the Cognixia podcast. Every week, we get together to talk about the latest happenings, bust some myths, discuss new concepts, and a lot more from the world of emerging digital technologies. From cloud computing to DevOps, containers to ChatGPT, and Project management to IT service management, we cover a little bit of everything weekly to inspire our listeners to learn something new, sharpen their skills, and move ahead in their careers.
Since all things artificial intelligence are the news every day and there is so much happening in this space, we decided, let us talk once again about – you guessed it – artificial intelligence, but in a different context. While artificial intelligence by itself is doing amazing things and changing the world as we know it, in today’s episode, we want to highlight how a very popular tool has embraced AI capabilities to offer an even better experience to its users with an AI-powered upgrade. Sounds very interesting, doesn’t it? And since you have already read the title of today’s episode, you also know which tool we are talking about. It is Salesforce.
Salesforce is an easy-to-use, simple-to-set-up, all-in-one CRM platform that helps you take your business to the next level. It offers a multitude of products under its umbrella for different sizes of businesses and different business needs. It is the world’s most trusted customer relationship management platform that can help an organization’s marketing, sales, commerce, service, as well as IT teams work as one irrespective of where in the world they are all located. Every tea, even every team member could be in different parts of the world and Salesforce would bring them together virtually to ensure operations take place seamlessly, without a hitch. It is used by over 150,000 companies, both big and small to manage and grow their businesses. If you browse their website, you will see how Salesforce helps businesses save up to 20 hours of work each week which can be used more productively in doing important tasks, it helps improve sales productivity by up to 29% while reducing support costs by up to 27%, and even reduces the customer acquisition costs for organizations by up to 27%.
Salesforce, after all, is a cloud-based software designed to help businesses connect to their customers in a whole new way, so they can find more prospects, close more deals, and wow more customers with their amazing service. In the recently concluded Salesforce World Tour New York 2023 event, Salesforce announced expanded capabilities of its Generative AI assistant called Einstein Copilot as well as enhanced integration with Apple offerings. The Data Cloud Vector Database is being added to the Salesforce Data Cloud which would allow both the Salesforce Data Cloud as well as Einstein Copilot to handle large amounts of unstructured data.
The Data Vector Cloud Database is expected to be a very major enhancement for the Salesforce Data Cloud and the pilot for the same is expected to be launched in February 2024. But what is this Data Vector Cloud Database? It is an integrated vector database support that enables a user to use a wide variety of data types. Using this, unstructured data like PDFs, emails, audio files, social media content, etc. can be combined with structured data such as purchase history, customer support cases, and product inventory.
Salesforce also has a Generative AI assistant called Einstein Copilot. Einstein Copilot, once the pilot we just mentioned is launched, will be able to use unstructured data to respond to questions and perform analysis by accessing the data for the same through the Salesforce Data Cloud. Einstein Copilot is also expected to become available to users around February 2024.
If you are wondering why is this such an important thing, every platform has AI assistants powered by Generative AI now, allow us to explain. Because of this development, every piece of data – emails, social media posts, audio files, everything imaginable, can be transformed into actionable insights. Tons of unstructured data can be used to offer better customer service. Einstein can pull information from available information and help any customer looking for some help or support.
Einstein Copilot is also empowered to enable IT teams in the organization to uncover issues in the unstructured data produced by machine operations. This unstructured data would include files and reports like logs, sensor readings, images, audio records, etc.
Another very important role that Einstein Copilot can play is for the people Salesforce is designed to help the most – sales teams. With Einstein Copilot, sales teams will be able to receive loads of important information about potential clients even before they set up a meeting with the representatives of those companies.
The magic doesn’t stop here for Salesforce users though.
The AI-powered Einstein upgrade goes one step further.
This is the Einstein Copilot Search. This upgrade will also be available to customers in February 2024. Einstein Copilot Search will pull the data from Salesforce Data Cloud to provide smart search suggestions to the users. Teams across organizations including sales, customer service, marketing, commerce, IT, etc. are regularly involved in problem-solving and fire-fighting. The mega-wonder task that Einstein Copilot Search will do is to link customer emails and phone calls to their formal support ticket history, which would make the lives of so many teams so much easier. And this is just the tip of the iceberg.
Salesforce and Apple have also had a strategic partnership in place since 2018 and Salesforce is taking the partnership offerings up a notch by offering Apple users some amazing features and products as well as access to different Apple features in Salesforce, such as Apple Messaging, Apple Pay, Augmented Reality, and most importantly, Apple Messages for Business in Service Cloud. With this, an Apple user could set up live chat experiences with customers for customer service, product recommendations, shipment tracking, setting up meetings and calls, etc. Apple users can also pay for services and products with Apple Pay from within the Messenger app itself!
Apple ARKit will also be available within the Salesforce Field Service mobile app offering users augmented reality. Now, how does that help anyone? Well, field technicians can get 3D renderings of real locations to help make tasks like planning, installation, etc. much easier for them as well as offer a better experience to the customer.
In the summer of 2024, the Salesforce Field Service widget will also be available for Apple iPhone users, enabling users to get key account information in the Salesforce Field Service straight on the widget itself.
Now, won’t you say this is a very interesting time to be a Salesforce user and customer?
We sure do believe that.
With that, we would like to say that if you would like to make the switch to Salesforce or are already using Salesforce, and if you are looking to upskill your team in any of the Salesforce products, or maybe reskill your workforce to sharpen their skills as well upgrade them to make the most of this new AI wave, Cognixia is the perfect talent transformation partner for you. Our team delivers customized quotes for you, specific to your requirements, we do a thorough requirement analysis, we tailor-make the entire training program for your company, to fit your requirements, as well as keeping in mind the audience and their skill-levels and needs, and deliver it via your chosen medium – online or offline. We also circle back after a certain time with the training participants to understand how the training has helped and identify scope of improvement, which would help you understand what the company has been able to achieve with the upskilling and reskilling program. We also organize a discussion followed by a Q&A to ensure all participants not just get a quick refresher of everything they learned but also giving them a medium to get all their queries answered which are bound to arrive once the teams hit the floor and begin working hands-on with the newly learned concepts and skills. Together, our approach ensures unimaginably high and measurable ROI for your talent transformation initiatives. So, talk to us today to know more. You can visit our website – www.cognixia.com to learn more about our capabilities and expertise for workforce development and talent transformation.
With that, we come to the end of this week’s episode of the Cognixia podcast. We will be back next week with another interesting and exciting new episode.
Until then, happy learning!
