Tapping Into Einstein’s Knowledge: Sabio’s Day at Salesforce Towers
What the past few weeks has told us here at Sabio HQ is that Salesforce is certainly cranking up its AI efforts!
Our team were specially invited guests to Salesforce Towers in London recently for a whirlwind showcase of their newest AI capabilities, focusing on Salesforce Einstein for Service in particular but also getting a sneak peak of Agentforce – their new autonomous AI-agent solution, which was launched last week. (Thursday, September 12th).
Agentforce is a suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and customer satisfaction. Essentially, the idea behind it is that it will enable companies to scale their workforces on demand with just a few clicks.
It’s the newest AI-related launch from Salesforce in what is an ongoing and much wider AI-powered customer service battleground.
Recently, and in relation to Salesforce’s AI efforts, myself and the rest of the Sabio Salesforce Practice team ascended to new heights — both literally and figuratively — at Salesforce Towers in a bid to understand a little more about what the CRM leader has planned.
Perched on the 21st floor, we dove headfirst into the world of Salesforce Einstein for Service, getting our hands dirty with the CRM leader’s new cutting-edge AI products.
The day kicked off with a comprehensive orientation, spotlighting the current applications of Salesforce Einstein within the Service Cloud ecosystem. One standout feature that caught everyone's attention was Einstein's "Bring your own model" capability, opening up a world of possibilities with generative AI.
Armed with fresh logins, we were guided through the intricate process of constructing specific use cases leveraging both conversational and generative AI. The hands-on workshop covered a broad spectrum of applications, from case classification and service analytics to digital chatbots, automated service replies, and even summarisation tools. The crescendo arrived with an in-depth demonstration and walkthrough of prompt engineering and copilot functionality, leaving some of the group buzzing with excitement about the potential applications.
One of the most striking aspects of the workshop was its accessibility. Salesforce has clearly put significant effort into streamlining the configuration process, making it remarkably straightforward to build AI capabilities within Service Cloud environments. This user-friendly approach could be a game-changer for businesses looking to dip their toes into the AI waters without getting overwhelmed by technical complexities.
As part of the sessions there were pre-prepared integrations in order to drive the intelligence behind the AI tools being demonstrated. The agenda was packed for the day, but a deeper dive into some of these pre-requisites may be beneficial for businesses looking to start their journey with Einstein.
A significant portion of our visit was dedicated to the "Einstein trust layer", a crucial component responsible for data safety. In an era where data protection is paramount, this focus on security was both timely and reassuring. The ‘trust layer’ acts as a vigilant guardian, mitigating risks associated with data leakage and third-party data retention. Perhaps most importantly, it ensures that large language models (LLMs) and generative AI only utilise your data to produce outputs — a feature that's bound to be music to the ears of privacy-conscious businesses, particularly those in the financial service industry for example.
As the day drew to a close, the Sabio team took centre stage to discuss how businesses can drive real value from these impressive capabilities. While the functionality is undoubtedly there, the key lies in identifying the tools and use cases that will deliver the most significant impact for a specific service operation.
To this end, Sabio offers a range of services designed to help businesses navigate the complex world of AI implementation. From free exploration and education sessions to proof-of-value model offices and business case services, we’re equipped to help frame the potential value and pinpoint areas of focus.
For those who've already dipped their toes into AI but aren't seeing the expected results, Sabio's optimisation services can help identify strengths and areas for improvement, ensuring that business cases are fulfilled.
It’s been said many times over the last 18 months or so that we’re standing on the brink of an AI revolution in customer service – and days such as this serve as a crucial bridge between cutting-edge technology and practical business applications.
While there's still much to learn and explore, it's clear that with the right guidance and tools, the future of AI-powered customer service does not just have the potential to be bright — it has the potential to be downright brilliant!
