VENDORiQ: Salesforce Launches Generative AI CRM Technology

Why It’s Important

OpenAI has prompted major SaaS vendors such as Salesforce to further integrate AI technology into their products. Other product developers are also using natural language prompts to create personalised, AI-generated content to help improve their user experiences. Einstein GPT’s launch highlights the growing importance of AI technology in the industry and investment in AI solutions.

In an interview with Jayesh Govindarajan, Salesforce’s SVP of AI and Machine Learning, Jayesh stressed the value of applying personalised generative context and content. However, given the recent failure of Google’s Bard, IBRS recommends that enterprises carefully select which AI-powered platforms can best provide ROI while also not threatening customer pushback due to flawed or biased AI responses.

The growth of such technology will soon make generative AI more common among tools and reduce prices based on the level of AI capability being demonstrated. Most AI services will be delivered to organisations ‘out-of-the-box’ as enhancements to existing SaaS solutions.

Who’s Impacted

• C-Suite
• CIO and CTO
• SaaS project managers
• Human resource/learning and development teams
• End user computing/digital workspace teams

What’s Next?

Be ready with your enterprise’s AI governance framework that integrates AI and ML projects and IT operations.
Take a steady, tested and well-evaluated approach to leveraging AI.

Related IBRS Advisory

1. Artificial Intelligence Digital Assistants are rescuing Customer Service
2. Five Things to Consider When Evaluating AI… and Five Dangerous AI Misconceptions
3. VENDORiQ: Google’s Botched Launch of Bard Reveals a Bigger Problem