Salesforce Dreamforce ’23 Recap

At the Dreamforce '23, Salesforce unveiled the Einstein 1 Platform, a comprehensive advancement in its Salesforce Data Cloud and Einstein AI capabilities, underpinned by a metadata framework. This platform assists customer companies in establishing AI-powered applications with ease using low-code methods, fostering entirely new CRM experiences.

The platform will enable organizations to customize user experiences and utilize low-code platform services such as Einstein for AI predictions, Flow for automation, and Lightning for user interfaces. Importantly, these customizations are instantly accessible to the organization's core applications without costly integration coding, and the metadata framework prevents disruptions during automatic upgrades.

Integrating Data Cloud, Salesforce's real-time hyperscale data engine, with the Einstein 1 Platform allows companies to unify and harmonize various data types, including customer data, enterprise content, telemetry data, and more, creating a comprehensive view of the customer.

“A company’s AI strategy is only as good as its data strategy. We pioneered the metadata framework nearly 25 years ago to seamlessly bridge data across applications. It's the connective tissue that fuels innovation. Now, with Data Cloud and Einstein AI native on the Einstein 1 Platform, companies can easily create AI-powered apps and workflows that supercharge productivity, reduce costs, and deliver amazing customer experiences,” said Parker Harris, Co-Founder and CTO, Salesforce.

This integration enables companies to unlock siloed data and enhance customer profiles, delivering entirely new CRM experiences. Additionally, the platform supports massive volumes of data, enabling it to be brought in from other systems and made available as actionable Salesforce objects. At the same time, automation and analytics can be scaled to handle thousands of metadata-enabled objects per customer and deliver rich insights across various use cases.

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Salesforce is also making Data Cloud available at no cost to customers with Enterprise Edition or above, allowing them to harness the power of their data across different business lines and kickstart their AI initiatives.

The next generation of Einstein 

Salesforce has introduced the next generation of its AI technology, known as Einstein, which includes two key components: Einstein Copilot and Einstein Copilot Studio.

Einstein Copilot is a conversational AI assistant integrated into every Salesforce application, designed to enhance user productivity. It assists users within their workflow by providing answers to natural language queries based on secure proprietary data from Salesforce Data Cloud. It also proactively suggests actions beyond the user's query, such as creating an action plan after a sales call or generating a new service knowledge article.

Einstein Copilot Studio allows companies to customize and build AI-powered applications with tailored prompts, skills, and AI models. Users can create custom AI-driven actions for specific tasks, select AI models, and even bring their models for integration. This customization extends to embedding AI assistants into websites for real-time chat or integration with messaging platforms like Slack, WhatsApp, or SMS.

The new Einstein advancements are intended to make AI accessible and productive for CRM users, offering a secure AI architecture known as the Einstein Trust Layer to ensure data privacy and security while leveraging generative AI capabilities.

The power of Einstein Copilot  

Using natural language prompts, Einstein Copilot can perform various tasks across different business functions.

In sales, it aids in researching accounts, preparing for meetings, and automating tasks like summarizing customer sentiments and generating sales emails.

In customer service, it streamlines responses by summarizing customer issues and offering clear next steps across multiple communication channels. Additionally, it assists in marketing by automating email copy generation, campaign segmentation, and website landing page creation. In commerce, it provides step-by-step guidance for building digital storefronts and automates product catalog management and promotions tasks.

Developers can also benefit from Einstein Copilot by turning natural language prompts into code and receiving code suggestions while enhancing security through code vulnerability scanning. It also extends its capabilities to industry-specific tasks such as financial analysis, healthcare appointment management, predictive insights for automotive services, and personalized education course mapping.

Einstein Copilot Studio provides customizable AI assistants  

Einstein Copilot Studio enables companies to customize AI assistants by building tailored prompts, skills, and AI models for various business tasks. This capability extends beyond Salesforce applications, allowing integration with consumer-facing channels like websites and messaging platforms.

The studio offers Prompt Builder for creating personalized messages and content, Skills Builder for crafting custom AI-driven actions such as competitor analysis, and Model Builder for selecting or integrating AI models to enhance Einstein Copilot's insights and content generation.

This flexibility enables businesses to align AI capabilities with their needs and preferences, fostering more efficient and personalized interactions with customers and employees.