Salesforce launches AI boost for customers

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On Monday, Salesforce launched AI Cloud, an offering that enables customers to benefit from generative artificial intelligence (AI) securely.

The suite of capabilities offers open and real-time generative experiences across applications and workflows. AI Cloud is powered by Einstein, Salesforce’s AI engine that has been used for over one trillion predictions per week since its launch in 2016.

Salesforce noted that enterprise customers require higher levels of trust and security than consumer AI such as Apple’s Siri or Amazon Alexa.

For this reason, Einstein must ensure models are trusted, customer data remains safe and secure, results are accurate and unbiased, and compliance requirements are met for customers dealing with sensitive data like finance, healthcare or government sectors. Additionally, new models must be re-trained using the most recent customer data.

The Einstein Trust Layer is an essential part of the security strategy. It helps organizations address data security and compliance risks associated with generative AI, while still allowing customers to benefit from its potential.

This month, a survey of 4,000 full-time employees revealed that 73% had plans to use the technology, but many didn’t know how to do so securely. 61% are already using or plan to use generative AI soon; 68% said it would help them better serve customers and 67% said it would improve other tech investments like ML tools. However, 83% of C-suite executives are confident they can use it safely and securely compared to only 29% of frontline employees.

Paula Goldman, Salesforce’s Chief Ethics and Human Use Officer, noted that generative AI has the potential to help businesses build more personalized relationships with their audiences. Companies must ensure ethical guidelines are in place for safe and secure development and use of AI. The Einstein Trust Layer will provide deployment capabilities for relevant Large Language Models, while helping organizations achieve their data privacy, security, residency, and compliance goals.

RBC Wealth Management USA’s Head of Technology Greg Beltzer said that AI has enabled “huge operational efficiencies” for their advisors and clients. He believes this technology can transform how businesses interact with customers, deliver personalized experiences, and drive loyalty.

At Salesforce AI Day in New York City on Monday, the company announced an expansion of the Generative AI Fund from $250 million to $500 million. Managing Partner of Salesforce Ventures Paul Drews noted this will enable them to partner with more entrepreneurs accelerating development of transformative AI solutions for the enterprise.

At the NYC event, Salesforce CEO Marc Benioff announced that their customer base now has access to generative AI without compromising data privacy and security.

He highlighted the importance of trust and responsibility when using AI, saying that “we’re now on a societal AI journey” and must use it responsibly. He acknowledged the potential risks posed by AI, noting that “we all have these crazy ideas in our head of what could happen,” and thus responsible use is essential.

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