30/07/2024 | Press release | Distributed by Public on 30/07/2024 19:08
Nearly half of customer service teams, over two-fifths of salespeople, and a third of marketers say they've fully implemented artificial intelligence (AI) to augment their work. Yet 77% of business leaders cite nagging issues around trusted data and ethics that could grind their deployments to a halt, according to Salesforce research released today.
The Trends in AI for CRM report analyzed statistics from several studies and found companies worried they could miss out on the opportunities that generative AI presents if data underpinning large language models (LLMs) isn't grounded in their own trusted customer records. At the same time, respondents expressed ongoing concerns about a lack of clear company policies to govern the ethical use of this innovation, as well as a complex vendor landscape of LLMs that prompted 80% of enterprises to report they currently use multiple models.
Why it matters: AI is the most significant technology in generations, with one forecast projecting a net gain of more than $2 trillion in new business revenues by 2028 from Salesforce and its network of partners alone. As enterprises across industries develop their AI strategies, leaders in customer-facing departments such as sales, service, and marketing are eager to use AI to drive internal efficiencies and revolutionize customer experiences.
Go deeper: Other key findings in the Trends in AI for CRM report include:
Expert perspective: "This is a pivotal moment for the world as business leaders across industries are looking to AI to unlock growth, efficiency, and customer loyalty," said Clara Shih, CEO of Salesforce AI. "But success requires much more than an LLM. Enterprise deployments need trusted data, user access control, vector search, audit trails and citations, data masking, low-code builders, and seamless UI integration in order to succeed. Salesforce brings all of these pieces together with our Einstein 1 Platform, Data Cloud, Slack, and dozens of customizable, turnkey prompts and actions offered across our clouds."
Enterprise deployments need trusted data, user access control, vector search, audit trails and citations, data masking, low-code builders, and seamless UI integration in order to succeed.
Clara Shih, CEO of Salesforce AILearn more: