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AI revolution and Salesforce
AI Evolution
A bit of Theory
Predictive AI
Designed to predict future events or outcomes
based on historical data and patterns. Predictive AI
is not limited by language.
Natural
Language
Processing
Subfield of AI focuses on the interaction between
computers and humans using natural language.
Includes a broader set of techniques and
applications beyond just LLM, like rule-based
systems, statistical models, and neural networks.
Large Language
model
System designed to understand and generate
human language. It's vast database of text data,
combined with algorithms that enable it to
process and generate language-based tasks.
Trained on large text data, such as books,
articles, and websites, to learn patterns in
language.
Prediction Builder
Einstein Prediction Builder
Einstein For Sales
Lead / Opportunity Scoring
Activity Capture & Email Insights
Version
comparison
Sales Email & Summaries
Conversation Insights & Summary & Explorer
Predictions & Next Best Action
Automated Contacts
Recommended Connections
Sales Analytics
Forecasting
Einstein For Service
Einstein Bot
Classification & Routing
Conversation Summaries & Wrap-up
Reply & Article recommendations
Knowledge Creation
Mining & Service Analytics
Salesforce Copilot
Copilot Demo
Einstein 1 Studio
Prompt Builder
Copilot Builder
Model Builder
Roadmap
Trust layer
Key take aways
1
Salesforce AI is working mainly in major language, CZ is for
NLP in Beta, but unknown if or when would be fully supported
2
Pre-build AI products are specific to one purpose, I believe
Copilot and Prediction Builder with Data Cloud will be the
future
3
SF is using and supporting generic Amazon, MS / OpenAI,
Google, Databricks models. If you need highly precise model
have to look for 3rd party solution like Rossie.ai
4 If you have more questions, find me at Enehano stand
THANK YOU!

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AI revolution and Salesforce, Jiří Karpíšek

Editor's Notes

  1. Leverage historical information to predict a number or answer Yes/No question Can be configured for custom objects and supported custom objects Minimal set of records to train model is 100 for binary prediction and 400 for number prediction Considers records that were created or modified in the last 2 years Predictions created in production aren’t copied to sandbox orgs
  2. No Language limitation Q: Who uses it? I though it was free, but seems not anymore or just for some customers :D
  3. Automatically sync Emails, Events and Contacts with Gmail/Outlook. Calculate additional fields like last/first call, email, … for emails are generate standard / custom insights (supports English only) Activities are auto assigned to Leads/contacts/Opportunities/Quotes Q: Who use EAC, Outlook/Gmail integration, Something else Detect the email content and provide standard or custom insights (English only). Similar to voice insights in Conversation insights. Detect insights based on keywords. Version comparison https://help.salesforce.com/s/articleView?id=sf.aac_standard_differences.htm&type=5 For reporting is possible to use Activity 360 or older app Activity Metrics, but only for orgs with less then 3M Accounts, Contacts, Opportunities (combined) and cannot be customized much Data are stored on AWS
  4. Not support Czech. Supported Languages are AR: Arabic, DA: Danish, DE: German, EN: English, ES: Spanish, FR: French, HE: Hebrew, HI: Hindi, IT: Italian, JA: Japanese, KO: Korean, NL: Dutch, PT: Portuguese, SV: Swedish, TH: Thai, TR: Turkish Summaries were not even possible to enable on org with default language other then English (reported to support)
  5. Vide/Call recording insights, including transcript, action points, can detect custom insights (competitor, product, …) based on keywords Q: Anyone uses it in SF? Teams vs custom integration via API (SF send it to AWS) Data in AWS not SF and used AWS models From last release support 20 Languages including Czech for transcript only For English only is used SF implementation of the Whisper Automatic Speech Recognition (ASR) engine by OpenAI. Summary of call, English, French, German, Italian, Japanese, or Spanish With Explorer you can ask about the call directly, English, French, German, Italian, Japanese, or Spanish
  6. Allow building display recommendations with possible actions (must be a flow), can be used by both internal (employee) and external (customer) Strategy Define when to display what recommendation (business rules) use flow (new) or strategy builder (legacy) Can use prediction builder Einstein Recommendation Builder Add to strategy Recommend based on defined model (Recipient, Item, interaction) Q: Who use Recommendations and who has next best action? It allows to suggest any record (not only recommendation records) on any details page (for instance a product on customer detail) Free are only 5k suggestions (count every page reload) per month
  7. Review manually and automatically logged activities and suggest new contacts and opportunity roles Only on SF production
  8. For Lead and Contact, component suggest who from user colleagues is in touch with the person. Shows who internal users have strong connection with customer, based on email, meeting and communication frequency UC: Probably for bigger teams with some overlap (more business units) to quickly share with whole team who is in touch with customer/prospect/partner to reach him/her before contacting the person. Should save a time and help visualize the connections.
  9. Analytics cloud license (Tableau) providing analytics platform limited to sales cloud data, with predefined analytics templates and configuration. Available in mobile app Provide some calculated fields English only, up to 10 custom objects (contractual limit) and limited to 25M rows UC: Analyze Einstein prediction accuracy. Review Einstein insights in one place. Better dashboard and report capabilities. Can report over Data cloud data. Can join SF with external system data (csv or with extra addon for other connectors) Prerequisite have relevant data in Salesforce and up to date, Other Einstein addons generating the insights configured
  10. Only on SF production (not available on sandboxes) UC: only ½ of Sales leaders are confident with sales forecast so Einstein is forecasting based on the historical data. Prerequisite Opportunity history for at least for 12 months Set Fiscal year Using opportunity revenue forecast type Opportunity amount field populated for 80 % + of open opportunities Sales reps should keep opportunities up to date (e.g. Stages having sales activities (calls, emails, meetings) in salesforce
  11. Classification For defined set of fields on case predict the option based on previous cases (1000 cases in 6 months) stored in SF Predictive model work for all languages, don’t use NLP. Can be used in custom automation (Flow) Routing With automated population of predicted fields case assignments rules or skill based routing can be used for assigning the case to best queue or agent with certain skill No manual case triage is needed.
  12. Wrap-up Not language specific the prediction part Predict and auto-populate case wrap-up when closing the case. Prediction is based on previously closed cases and chat transcripts not language based Copilot can make summary into fields so can cover subset of the sunctionality Summaries Do not support CZ Available for messaging, chat and voice, emails in June. Supports English for all and French, German, Italian, Japanese, and Spanish for chat only. Escalations between agents are easier and more comfortable for customer
  13. Article Suggest agent best article based on case/article content and overlap, attachements or articles to simillar cases in past and dismissal of articles by agents. Can be customized which fields are used for matching on case and article (is someone doing it?) Can be used in custom automation (Flow) for instance for case deflection sending an auto email before routing to the agent. But Copilot and Knowledge grouding Available in English, Dutch, French, German, Italian, Portuguese, and Spanish Reply Available in English, Dutch, French, German, Italian, Portuguese, and Spanish
  14. AI-generated article drafts English, French, German, Italian, Japanese, and Spanish
  15. Mining Identify reasons customers are contacting Support center Using Einstein NLP but did not find if supports all the languages or just a subset so potentially could work in CZ (Beta) Analytics Analytics cloud license (Tableau) providing analytics platform limited to servis cloud data, with predefined analytics templates and configuration. Available in mobile app English only, up to 10 custom objects (contractual limit) and limited to 25M rows
  16. Virtual assistant pretrained skills mostly covering the functionality from Einstein which can be customized and learned a new skill Use generative AI (GPT), NLP and LLM So far supported English only (Einstein Copilot currently supports data residency in the United States and the English language.) Use SF integrated models (3rd party) but also support Bring your own model just limit the model must be hosted on supported environment so cannot be used any custom model but rather can be trained specialized model. For Sales Research accounts Automatically summarize highlights Surface customer sentiment Auto-generate emails that fit your tone and style Automatically draft clauses and embed them in customer contracts For Service Automatically respond to customers with relevant company knowledge Resolve customer issues using fast generative answers Auto-summarize support cases and field work orders Generate answer based on SF Knowledge base
  17. draft email for custom to buy Salesforce Einstein group my open opportunities by stage show me top 5 in Qualification stage Jaký je kontakt na podporu?
  18. 3 parts like workflow, field update, process builder
  19. Prompt builder can be used for creating customizable prompt templates using generative AI (Sales emails, or Copilot) Can use data cloud, invocable methods
  20. Action (prompt, apex, flow) Analytics (audit trail) Copilots (multiple bots with different actions) Actions Actions description is the key Can be chained Can be called from Apex / Flow
  21. Multiple version chat GPT based on the usage
  22. AI checking AI Good idea but currently blocking the customizations and there is not way to extend/bypass it