3 Key Takeaways from Salesforce World Tour Chicago

The Salesforce World Tour in Chicago celebrated the evolving landscape of artificial intelligence (AI) and its pivotal role in shaping the future of manufacturing, commerce, healthcare, and education. ?

Let’s dive into the three main themes that we took away from the event: Salesforce's commitment to security, the transformative potential of AI in customer experiences, and the ongoing productivity revolution. ?

1. Commitment to Security and Ethical AI:?

The #1 theme of the Chicago World Tour was Salesforce's unwavering commitment to security and ethical AI practices. Keynote speaker and Salesforce EVP, Connor Marsden, emphasized their stance on this fundamental principle: "Your data is not our product." This sentiment encapsulates Salesforce's approach to AI development, acknowledging the rising concerns around security, bias, and ethics that come with technological advancements.?

To address AI security concerns, Salesforce has introduced the Einstein Trust Layer—a secure AI architecture seamlessly integrated into the Salesforce Platform. This layer ensures data residency, compliance, and enterprise security standards. ?

Here are some of the main features of the Einstein Trust Layer: ?

• Data Security and Compliance: Adherence to data residency and compliance requirements is crucial for businesses navigating diverse data protection regulations.?
• Enterprise Security Standards: Tailored to meet the security needs of large organizations, the architecture follows stringent enterprise-level security standards.?
• Generative AI without Compromising Data: Salesforce users can leverage generative AI without compromising customer data, fostering innovation and efficiency securely.?
• Secure Access to AI Prompts: Ensuring secure access to AI prompts with relevant data is essential for accurate and reliable outputs.?
• Detection and Redaction of Sensitive Data: Automatic detection and redaction of personally identifiable information (PII) and payment data add an extra layer of protection.?

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Salesforce AI incorporates trust measures, including guardrails and an Acceptable Use Policy, guiding users to make ethically-informed choices. Diverse data sets are employed to test models, mitigating biases in specific use cases. The platform prohibits the generation of individualized medical, legal, or financial advice to maintain human decision-making in critical areas. Additionally, Salesforce has established the Office of Ethical and Humane Use, comprised of AI ethicists, policy experts, UX researchers, and product professionals. ?

Salesforce’s investment in data security in AI separates them from other models that do not protect the customer’s privacy and information. ?

2. AI has been around longer than you think – and is the key to transformative customer experiences?

While AI has become a buzzword in recent times, Salesforce has been investing in its development since 2014. The introduction of Einstein to the Salesforce Platform in 2016 marked a significant turning point, empowering managers and non-tech users alike.?

In an era of constantly changing consumer trends and decreasing attention-spans, personalized customer experiences are necessary to maintain engaged customers and drive sales. Salesforce's AI (Einstein) platform is seamlessly integrated across the platform, driving personalization and productivity at scale.?

Here’s where it makes the difference: ?

• Customer Service: Personalized experiences, boosted agent productivity, and quick issue resolution are achieved through AI automation.?
• Commerce: AI tools personalize buyer and merchant experiences, supporting faster innovation using customer data.?
• Marketing: Predictive and generative AI integrated into the marketing platform provides insights for enhanced engagement, personalized customer journeys, and automated customized outreach.?

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Businesses can leverage AI to enhance customer data and create customizable, predictive, and generative AI experiences tailored to diverse business needs securely.?

3. Productivity Revolution with AI Developments:?

The Chicago World Tour showcased how top companies are already successfully implementing predictive and generative AI in their operations to increase productivity and efficiency. AI tools optimize routine tasks, freeing up users' time from customer follow-ups, email responses, and content generation.?

Key benefits: ?

• Time Optimization: Automating routine tasks leads to significant time savings.?
• Sales Efficiency: Einstein GPT swiftly retrieves customer and sales information, enhancing sales-related tasks.?
• Service Enhancement: AI improves case resolution with personalized agent chat reply automation and summary wrap-up.?
• Collaboration Efficiency (Slack): AI provides writing assistance, customer and account research tools, and instant conversation summaries.?
• Wingman AI Productivity Tool: OSF's Wingman, an AI-powered productivity tool, enhances developer workflows, identifies and fixes code defects, and increases project efficiency.?
• Faster Time to Value: AI productivity tools speed up tedious tasks, allowing users to focus on complex problem-solving, resulting in higher quality projects and faster time to value.?

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Salesforce’s enhanced AI capabilities provide Legendary Supply Chain customers with a competitive edge. Innovation is critical for staying ahead and this secure AI model ensures our customers can safely and effectively leverage the latest technology to outpace the competition. ?

The integration of the Data Cloud and Einstein Solutions with the Legendary Supply Chain application allows customers to tailor their customer messaging, boost productivity and stay competitive.?

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To learn more about Legendary Supply Chain’s suite of applications, contact [email protected]?