Salesforce Introduces AI Cloud

Salesforce has unveiled AI Cloud, a tool that offers a range of features enabling the creation of real-time generative experiences within various applications and workflows. To address concerns regarding data security and compliance, Salesforce has introduced the Einstein GPT Trust Layer, which ensures that customers can adopt generative AI while meeting their enterprise's security requirements.

“AI is reshaping our world and transforming business in ways we never imagined, and every company needs to become AI-first. AI Cloud, built on the #1 CRM, is the fastest and easiest way for our customers to unleash the incredible power of AI, with trust at the center driven by our new Einstein GPT Trust Layer. AI Cloud will unlock incredible innovation, productivity, and efficiency for every company,” said Marc Benioff, Chair and CEO, Salesforce.

AI Cloud is centered around Einstein, its AI technology for customer relationship management (CRM). Einstein, which currently drives over 1 trillion predictions each week in Salesforce's applications, lies at the core of AI Cloud's capabilities. By leveraging generative AI, Einstein helps organizations and their employees enhance productivity and efficiency in areas such as sales, service, marketing, and commerce.

Creating personalized content with ease  

With AI Cloud, sales representatives will be able to swiftly create personalized emails that cater to the specific needs of their customers. Service teams can generate customized responses and summaries for customer chats and support cases. Marketers can automatically generate personalized content to effectively engage customers and prospects through channels like email, mobile, web, and advertising. Commerce teams can leverage AI-generated insights and recommendations to deliver tailored commerce experiences throughout the buyer's journey. Additionally, developers can utilize AI to automatically generate code, predict potential bugs, and suggest solutions for a more efficient development process.

The importance of  trusted generative AI  

Company leaders are eager to embrace generative AI. Still, they are cautious due to potential issues such as hallucinations, toxicity, privacy breaches, bias, and data governance challenges, leading to a trust gap in the adoption of generative AI. According to recent Salesforce research, 73% of employees perceive generative AI as introducing new security risks. Furthermore, nearly 60% of those planning to utilize the technology lack knowledge of how to ensure data security.

To address the trust gap, AI Cloud introduces the Einstein GPT Trust Layer, which plays a vital role in bridging the divide, by ensuring that sensitive customer data is not retained by LLMs. By separating sensitive data from the LLM, customers can maintain robust data governance controls while still benefiting from generative AI.

AI Cloud - the trusted generative AI  provider

AI Cloud combines a range of Salesforce technologies, including Einstein, Data Cloud, Tableau, Flow, and MuleSoft, to deliver enterprise-ready generative AI that is trusted and open.

The Einstein GPT Trust Layer ensures that companies can quickly and confidently adopt generative AI by optimizing the selection of appropriate models for specific tasks. It also facilitates the deployment of relevant LLMs while upholding data privacy, security, residency, and compliance requirements.

AI Cloud embraces the use of third-party large-language models (LLMs), which are all hosted by Salesforce's infrastructure, from providers like Amazon Web Services (AWS), Anthropic, Cohere, and more. With AI Cloud, customer prompts and responses are securely maintained within Salesforce, ensuring data integrity and privacy. Moreover, Salesforce and OpenAI have established a partnership that enables the joint utilization of OpenAI's leading Enterprise API and safety tools, along with the Einstein GPT Trust Layer, to deliver content moderation solutions and uphold data retention within the Salesforce environment.

Moreover, AI Cloud helps customers leverage Salesforce's own large-language models (LLMs), created by Salesforce AI Research, to unlock advanced functionalities within their CRM software. These Salesforce LLMs, such as CodeGen, CodeT5+, and CodeTF, provide capabilities like code generation and business process automation assistance. By utilizing these LLMs, companies can enhance productivity, bridge skill gaps, reduce implementation costs, and improve incident detection, resulting in significant operational benefits and efficiencies.

With AI Cloud's Bring Your Own Model (BYOM) capability, customers who have developed their own specialized models outside of Salesforce can still take advantage of the platform. These customer-trained models, whether hosted on Amazon SageMaker or Google's Vertex AI, can seamlessly connect to AI Cloud via the Einstein GPT Trust Layer. Customer data can thus remain securely stored within the customers' own infrastructure, ensuring that it stays within their trusted boundaries.

Generative AI on every Salesforce application 

Salesforce is introducing trusted generative AI capabilities across its entire suite of applications, meaning that Sales, Service, Marketing, Commerce, Slack, Tableau, Flow, and Apex will all benefit from generative AI enhancements.

The quality and relevance of AI-generated content heavily depend on the prompts used during the generation process. Salesforce is working on developing optimized AI prompts that leverage harmonized data, ensuring that the generated outputs are firmly grounded in each company's specific context. These context-rich prompts are designed to provide instant value to sales, service, marketing, commerce, and IT teams, enabling businesses to save time and costs while benefiting from accurate and reliable AI-generated outputs.

Most features will generally be available in June and July this year, while some will be rolled out in 2024.

During the Connections event, Salesforce unveiled two new generative AI products - Marketing GPT and Commerce GPT, as well as a partnership with Conversica to integrate Conversica's generative AI-driven conversational platform with Salesforce Marketing Cloud.