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Learn how."]}]},{"tagName":"link","attributes":[{"name":"rel","value":"canonical"},{"name":"href","value":"https://www.salesforce.com/artificial-intelligence/what-is-ai/"}]}],"tbidGreeting":{"isEnabled":true,"thEndpoint":"https://mobile.api.trailhead.com/graphql","localization":{"localizedGreeting":"Hello, {firstname}!","localizedWordForBadges":"Badges","localizedWordForPoints":"Points"}},"pageAttrs":{"livechat":{"enabled":true},"content_type":"page","social_sharing_enabled":true},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1718059195922_yua","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline_size":"h2","description":"<p>Artificial Intelligence (AI) seems to be everywhere. Because it is. That's because AI has the ability to help businesses and their employees become more productive and efficient by helping with a variety of tasks. As more companies adopt the technology, it's also important to think about the ethical implications of AI and how to build trust in its capabilities. Let's take a closer look at AI, what it can do for businesses, and how you can use it to achieve your goals.</p>\n<p><strong>What we’ll cover:</strong></p>\n<ul>\n<li><a href=\"#what\" target=\"_self\">What is artificial intelligence (AI)?</a></li>\n<li><a href=\"#the\" target=\"_self\">The difference between artificial intelligence and machine learning</a></li>\n<li><a href=\"#benefits\" target=\"_self\">What are the benefits of AI in business?</a></li>\n<li><a href=\"#industries\" target=\"_self\">What is AI’s benefit for industries?</a></li>\n<li><a href=\"#trust\" target=\"_self\">Trust in artificial intelligence</a></li>\n<li><a href=\"#integrating\" target=\"_self\">Integrating AI with CRM</a></li>\n<li><a href=\"#getting\" target=\"_self\">Getting started with AI</a></li>\n</ul>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1718059222228_1aey","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What is artificial intelligence (AI)?","headline_size":"h2","description":"<p>Artificial intelligence (AI) is the broad ability to have machines think and act like humans in processes like learning, reasoning, and problem-solving. Think of AI as a tool that can analyze data, make decisions, and perform tasks that would normally require human input. By analyzing vast data sets, recognizing patterns, and making predictions based on that data, AI allows machines to improve performance over time, and even generate new data and content.</p>\n<p><a href=\"https://www.salesforce.com/artificial-intelligence/ \" target=\"_self\">AI systems</a> are built with a range of capabilities that allow them to replicate human-like intelligence, including:</p>\n<p><strong>1. Machine Learning (ML)</strong>: This process entails the education of AI models to glean insights from data, recognize patterns and correlations, and forecast outcomes from fresh data.</p>\n<p><strong>2. Natural Language Processing (NLP)</strong>: AI systems can be trained to understand, interpret, and generate human language, facilitating more natural interactions between humans and machines.</p>\n<p><strong>3. Computer vision</strong>: One can educate AI systems to examine and comprehend visual information, such as pictures and videos, which allows it to identify faces and detect objects.</p>\n<p><strong>4. Decision-making</strong>: AI systems can be trained to make decisions by analyzing data, weighing multiple factors, and selecting the most effective course of action.</p>\n<p><strong>5. Problem-solving</strong>: AI systems can be designed to find problems, develop solutions, and evaluate how well those solutions meet specific goals.</p>\n<p>6.<strong> Generative AI (GenAI)</strong>: Focuses on creating new content based on existing data. For a CRM system, generative AI can be used to create a range of outputs, from writing personalized marketing content, to generating synthetic data to test new features or strategies.</p>\n<p>7.<strong> Predictive AI:</strong> The use of data with AI and machine learning to find patterns, predict future events and anticipate behaviors.</p>\n<p>8. <strong>Autonomous AI:</strong> Systems that can operate independently without human intervention to make decisions and perform tasks by analyzing data, learning from experiences, and adjusting to new inputs.</p>\n","anchor_id":"what","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717791476989_pwi","name":"sf/oneup","attributes":{"blade_layout":"right","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Get started with Service AI in 5 minutes.","description":"<p>Take our free Trailhead module to learn all about AI for service. In 5 minutes you’ll know how generative AI is changing the future of service, and where to start.</p>\n","link_1":{"variant":"primary","label":"Learn more","source":"standard-link","url":"https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-for-customer-service","target":"_blank"},"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?w=1024","alt":"Trailhead screen showing points earned","title":"2024/02/Success-starts-with-Trailhead.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=300,200","width":300,"height":200},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=768,512","width":768,"height":512},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=1024,683","width":1024,"height":683},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=1536,1024","width":1536,"height":1024},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=2048,1365","width":2048,"height":1365}],"width":1024,"height":683}}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1718059285290_1179","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"The difference between artificial intelligence and machine learning","headline_size":"h2","description":"<p>The <a href=\"https://www.salesforce.com/artificial-intelligence/generative-ai-glossary/ \" target=\"_self\"><ins>terms</ins></a> \"artificial intelligence\" and \"machine learning\" are often used interchangeably, but there are some key differences between the two. Artificial intelligence refers to the ability to have machines think and act like humans in processes such as learning, reasoning, and problem-solving. Machine learning is a specialized field within AI. It allows computers to learn from data without being explicitly programmed. Machine learning algorithms empower computers to make decisions and predictions autonomously.</p>\n<p>Simply, AI is a machine or a part of a machine that can do things that are usually associated with a human mind, like learning and problem-solving. Machine learning, on the other hand, specifically denotes learning through experience. AI often suggests a degree of human involvement in decision-making, while machine learning implies automated decision-making.</p>\n","anchor_id":"the","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721339594659_tm","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What are the benefits of AI in business? ","headline_size":"h2","description":"<p>AI has the potential to transform businesses across various industries. For example, it can automate routine tasks, giving employees more time to focus on important work. AI-powered tools can even help with data entry, customer service requests, and inventory management, so that employees can focus on more strategic tasks that grow the business. Here are some examples of where AI can help businesses:</p>\n","anchor_id":"benefits"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721338457901_ct7","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"1. Improved customer experience","headline_size":"h3","description":"<p>AI can enhance the customer experience by providing personalized interactions and predicting what they’re likely to want next, based on what they’ve done in the past. <a href=\"https://www.salesforce.com/service/customer-service-chatbot/what-is-a-chatbot/\" target=\"_self\">Chatbots</a> and virtual assistants powered by AI can offer real-time support and answer customer questions efficiently. AI-powered analytics can analyze customer data to gain insights into their preferences and behavior, which helps businesses deliver personalized product recommendations, offers, and services.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721338862302_1c37","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"2. Data-driven decision-making","headline_size":"h3","description":"<p>AI enables businesses to make data-driven decisions by analyzing large volumes of data and identifying patterns and trends that may not be immediately apparent to humans. This is done through grounding, which anchors AI systems in real-world data. AI-powered tools can process and analyze data from various sources, including social media, customer feedback, and sales records, to provide valuable insights and recommendations for improving business strategies.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721338871776_14sv","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"3. Cost reduction","headline_size":"h3","description":"<p>By automating tasks, reducing manual labor, and optimizing processes, AI can help businesses reduce costs and improve profitability. AI-powered systems can handle repetitive tasks with greater accuracy and efficiency. This saves employees time, offers customers faster service, and provides more personalized interactions, all of which improves customer retention to drive the business and boost revenue. AI can also optimize supply chain management, inventory control, and logistics, leading to cost savings and improved operational efficiency to achieve faster ROI.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1733250427475_18vg","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"4. Increased productivity with AI agents","headline_size":"h3","description":"<p>One of the biggest ways that businesses can increase their productivity with AI is by working with <a href=\"https://www.salesforce.com/agentforce/what-are-ai-agents/\" target=\"_self\"><ins>AI agents</ins></a>, which act autonomously to help employees to get work done faster. By using an AI agent platform like <a href=\"https://www.salesforce.com/agentforce/\" target=\"_self\"><ins>Agentforce</ins></a>, employees across sales, service, marketing, commerce, and more, can focus on more complex tasks while agents manage more repetitive or mundane tasks.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717791051622_1b18","name":"sf/oneup","attributes":{"blade_layout":"left","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Empower every employee to do more with Agentforce Assistant.","description":"<p>Sales, service, commerce, and marketing teams can get work done faster and focus on what’s important, like spending more time with your customers. 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Here's a look at just a few of them.</p>\n","anchor_id":"industries","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1733273710663_1a42","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Business and sales","headline_size":"h3","description":"<p><a href=\"https://wp.salesforce.com/sales/artificial-intelligence/\" target=\"_self\">AI can help sales teams</a> streamline processes, enhance productivity, and drive sales growth. AI can automate repetitive tasks, analyze customer data to gain insights into customer behavior, improve buying experiences, and boost sales. AI can also assist sales teams with predictive analytics, identifying potential leads, and optimizing sales strategies.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721339238451_1cyj","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Service","headline_size":"h3","description":"<p>AI has significantly transformed the <a href=\"https://wp.salesforce.com/service/ai/customer-service-ai/\" target=\"_self\">customer service landscape</a> by enabling businesses to provide faster, personalized support. AI-powered virtual assistants can handle customer queries, troubleshoot common issues, and offer relevant product recommendations. With AI, businesses can deliver 24/7 customer service, ensuring satisfaction and loyalty. Furthermore, AI can analyze customer feedback and sentiment to identify improvement areas and enhance overall service quality.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721339275614_tfn","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Marketing","headline_size":"h3","description":"<p>AI has also revolutionized marketing by enabling businesses to deliver targeted, personalized campaigns. By analyzing <a href=\"https://wp.salesforce.com/marketing/data/what-is-a-customer-data-platform/\" target=\"_self\">customer data</a> and predicting customer preferences, <a href=\"https://wp.salesforce.com/marketing/ai/\" target=\"_self\">AI allows marketers</a> to create tailored content and offers. AI-powered tools can automate email marketing, social media management, and ad targeting, optimizing marketing efforts, and driving higher conversion rates. It can also provide valuable insights into marketing performance, helping businesses refine their strategies and achieve better results.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342340246_d8h","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Trust in artificial intelligence","headline_size":"h2","description":"<p>Establishing <a href=\"https://www.salesforce.com/artificial-intelligence/trusted-ai/\" target=\"_self\"><ins>trust in artificial intelligence</ins></a> is crucial for its successful and ethical implementation. You must have confidence in the reliability, accuracy, and security of AI systems to fully embrace their potential. Building trust in AI involves addressing several key concerns:</p>\n","anchor_id":"trust","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342381743_moj","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Reliability and accuracy","headline_size":"h3","description":"<p>You know that the reliability and accuracy of AI systems are critical to building trust. That's why we advocate for rigorous testing, validation, and ongoing monitoring of AI algorithms. It also means implementing strong data management practices to safeguard the quality, relevance, and integrity of the data used to train and operate AI models.</p>\n"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342428294_6i4","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Transparency and explainability","headline_size":"h3","description":"<p>It’s important that users understand how AI systems make decisions and why. When AI systems provide clear explanations for their decisions, users can be more confident that they’re making the right choices. This can be accomplished with user-friendly interfaces that explain how AI algorithms arrive at their conclusions, as well as documentation that provides more detail.</p>\n"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342453367_ph8","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Security and privacy","headline_size":"h3","description":"<p>Security is a fundamental component of building <a href=\"https://trailhead.salesforce.com/content/learn/modules/the-einstein-trust-layer/meet-the-einstein-trust-layer\" target=\"_self\"><ins>trust in AI.</ins></a> By protecting user data and ensuring the privacy of personal information, businesses can build trust with their customers and stakeholders. Robust security measures must be implemented to safeguard data from unauthorized access, use, or disclosure. This involves employing encryption techniques, access controls, and regular security audits to mitigate potential vulnerabilities.</p>\n"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342500516_ppn","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Ethical considerations","headline_size":"h3","description":"<p>AI systems must be developed and deployed in an ethical manner, considering the potential impact on individuals and society. This involves addressing concerns such as bias, fairness, accountability, and potential job displacement. Ethical guidelines and principles should be established to ensure that AI systems are used for socially beneficial purposes and do not discriminate or cause harm.</p>\n"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1721342537720_1c5z","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Human oversight and control","headline_size":"h3","description":"<p>AI systems are great at automating tasks and decision-making, but human oversight and control are essential to ensure responsible AI use that is aligned with human values and intentions. It's essential to have robust governance structures in place so AI systems remain subject to human review and intervention when needed.</p>\n<p>Establishing trust in AI is a challenge that requires a comprehensive approach that addresses technical, communicative, ethical, and human-centered dimensions. By working to address all of these areas together, organizations can cultivate a climate of trust and confidence in AI systems. This will help to pave the way for their broad implementation and use, so that they can realize their full potential.</p>\n<p>Salesforce is promoting trusted AI with the <a href=\"https://www.salesforce.com/products/secure-ai/\" target=\"_self\"><ins>Einstein Trust Layer</ins></a>. It is a secure AI architecture, built into the Salesforce platform. It is a set of agreements, security technology, and data and privacy controls used to keep your company safe while you explore generative AI solutions.</p>\n"},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1718060172006_vcz","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Integrating AI with CRM","headline_size":"h2","description":"<p><a href=\"https://www.salesforce.com/crm/what-is-crm/\" target=\"_self\"><ins>Customer Relationship Management (CRM)</ins></a> systems play a crucial role in managing customer interactions and data. Integrating AI with CRM can further enhance the capabilities of CRM systems and provide businesses with a 360-degree view of their customers.</p>\n<p>Integrating the two can help you understand your customers better. They can analyze customer data and segment customers based on their preferences, behavior, and demographics. This enables you to tailor your marketing and sales strategies to specific customer segments, resulting in more personalized and effective campaigns.</p>\n<p>CRM and AI can help identify potential leads and qualify them based on their interactions with the business. This allows sales teams to focus their efforts on the most promising leads, improving lead conversion rates and sales efficiency.</p>\n<p>Through the use of <a href=\"https://www.salesforce.com/crm/ai-crm/\" target=\"_self\">AI CRM</a>, chatbots and AI agents are able to offer immediate assistance to customers, addressing their questions and resolving problems effectively. This leads to increased satisfaction among customers and alleviates the workload of human customer service agents.</p>\n<p>AI can use your customer data from your <a href=\"https://www.salesforce.com/crm/what-is-crm-infographic/ \" target=\"_self\">CRM tools</a> to give you complete context of your customers to help you to connect with your customers in a new way. It allows you to predict future trends and patterns by analyzing historical data and customer behavior so you can anticipate customer needs and address potential issues before they become problems.</p>\n","anchor_id":"integrating","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1718060290666_sjq","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Getting started with AI","headline_size":"h2","description":"<p><a href=\"https://www.salesforce.com/artificial-intelligence/ai-strategy-guide/\" target=\"_self\"><ins>Implementing AI into your business</ins></a> may seem daunting, but there are several resources available to help you get started. Here are a few tips:</p>\n<ul>\n<li><strong>Assess your needs and plan your approach:</strong> Identify the specific areas in your business where AI can add value. Consider tasks that are repetitive, data-intensive, or require human decision-making.</li>\n<li><strong>Choose the right tools:</strong> Research and select the <a href=\"https://www.salesforce.com/platform/ \" target=\"_self\"><ins>tools</ins></a> that best align with your business needs and technical expertise.</li>\n<li><strong>Connect your customer data:</strong> A <a href=\"https://www.salesforce.com/data/\" target=\"_self\"><ins>data platform</ins></a> lets you integrate large amounts of data from any source, standardize formats, and ensure consistency and integrity. You can’t expect all of your data to live in one place, so you’ll need to create sharing mechanisms, such as data lakes or warehouses, to allow different departments to access and use the data.</li>\n<li><strong>Invest in employee training:</strong> While about two-thirds of employees use or plan to use generative AI at work, nearly 61% of those who plan to incorporate the technology don’t know how to use trusted data sources or keep sensitive data secure. Educate your employees about AI and its potential impact on their roles. Provide training and support to ensure they are comfortable using AI tools and understand how AI can enhance their work. Trailhead is a free learning platform where you can upskill with today’s most in demand skills. Here are a few trails to get you started:</li>\n<ul>\n<li><a href=\"https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-for-business?icid=SFBLOG:ai+data+crm-playbook:traicam&_ga=2.106678276.602332324.1713905633-108762532.1704848143\" target=\"_self\"><ins>Artificial Intelligence for Business</ins></a></li>\n<li><a href=\"https://trailhead.salesforce.com/content/learn/trails/prepare-your-data-for-ai\" target=\"_self\"><ins>Prepare Your Data for AI</ins></a></li>\n<li><a href=\"https://trailhead.salesforce.com/content/learn/modules/responsible-creation-of-artificial-intelligence?trail_id=get-started-with-ai-data&_ga=2.104976132.602332324.1713905633-108762532.1704848143\" target=\"_self\"><ins>Responsible Creation of Artificial Intelligence</ins></a></li>\n</ul>\n</ul>\n<p>AI has the power to revolutionize the way businesses operate, providing significant benefits in terms of efficiency, customer experience, decision-making, innovation, and cost reduction. By integrating AI with CRM systems, businesses can further enhance their customer management capabilities and deliver personalized experiences. Embracing AI can unlock new opportunities for growth and success in the rapidly evolving business landscape.</p>\n","anchor_id":"getting","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/artificial-intelligence/what-is-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-ai/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1668667220025_8dd_4495822","name":"sf/nup","attributes":{"link_location":"below","audience_segment":["prospect","customer"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","card_type":"sf/resource","card_layout":"Standard","card_description_visibility":false,"card_image":true,"card_eyebrow_visibility":true,"card_link_visibility":true,"headline":"Learn more about AI agents and how they can help your business.","description":"","link_1":{"variant":"secondary","label":"See all resources","url":"https://www.salesforce.com/resources/ai/","ariaLabel":"","source":"standard-link"}},"media_items":[{"content_source_type":"manual-content","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?w=1024","alt":"Einstein Features Cheat Sheet guide","title":"2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=300,169","width":300,"height":169},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=768,432","width":768,"height":432},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=1024,576","width":1024,"height":576}],"width":1024,"height":576},"badge":"Article","headline":"What Are AI Agents? 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So are the ways businesses can use it. See how AI can help you automate processes, generate insights, drive innovation, and much more.</p> </div> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/artificial-intelligence/what-is-ai/&title=What Is Artificial Intelligence (AI)?" class="social-sharing__linkedin-icon" aria-label="Share on LinkedIn (Opens in a new tab)" data-link-text="LinkedIn" data-link-url="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/artificial-intelligence/what-is-ai/&title=What Is Artificial Intelligence (AI)?" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/linkedin.svg" height="auto" 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srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Mobile.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Mobile.jpg?resize=214,300 214w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Mobile.jpg?resize=768,1076 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Mobile.jpg?resize=731,1024 731w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Mobile.jpg?resize=1097,1536 1097w" height="100%" width="100%"/> </div> </section> </div><div data-blade-id="1718059195922_yua" data-blade-position="2" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1718059195922_yua" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1718059195922_yua" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <p>Artificial Intelligence (AI) seems to be everywhere. Because it is. That's because AI has the ability to help businesses and their employees become more productive and efficient by helping with a variety of tasks. As more companies adopt the technology, it's also important to think about the ethical implications of AI and how to build trust in its capabilities. Let's take a closer look at AI, what it can do for businesses, and how you can use it to achieve your goals.</p> <p><strong>What we’ll cover:</strong></p> <ul> <li><a href="#what" target="_self">What is artificial intelligence (AI)?</a></li> <li><a href="#the" target="_self">The difference between artificial intelligence and machine learning</a></li> <li><a href="#benefits" target="_self">What are the benefits of AI in business?</a></li> <li><a href="#industries" target="_self">What is AI’s benefit for industries?</a></li> <li><a href="#trust" target="_self">Trust in artificial intelligence</a></li> <li><a href="#integrating" target="_self">Integrating AI with CRM</a></li> <li><a href="#getting" target="_self">Getting started with AI</a></li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1718059222228_1aey" data-blade-position="3" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="what" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1718059222228_1aey" data-module-name="What is artificial intelligence (AI)?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What is artificial intelligence (AI)? </h2> </header> <div class="blade__description"> <p>Artificial intelligence (AI) is the broad ability to have machines think and act like humans in processes like learning, reasoning, and problem-solving. Think of AI as a tool that can analyze data, make decisions, and perform tasks that would normally require human input. By analyzing vast data sets, recognizing patterns, and making predictions based on that data, AI allows machines to improve performance over time, and even generate new data and content.</p> <p><a href="https://www.salesforce.com/artificial-intelligence/ " target="_self">AI systems</a> are built with a range of capabilities that allow them to replicate human-like intelligence, including:</p> <p><strong>1. Machine Learning (ML)</strong>: This process entails the education of AI models to glean insights from data, recognize patterns and correlations, and forecast outcomes from fresh data.</p> <p><strong>2. Natural Language Processing (NLP)</strong>: AI systems can be trained to understand, interpret, and generate human language, facilitating more natural interactions between humans and machines.</p> <p><strong>3. Computer vision</strong>: One can educate AI systems to examine and comprehend visual information, such as pictures and videos, which allows it to identify faces and detect objects.</p> <p><strong>4. Decision-making</strong>: AI systems can be trained to make decisions by analyzing data, weighing multiple factors, and selecting the most effective course of action.</p> <p><strong>5. Problem-solving</strong>: AI systems can be designed to find problems, develop solutions, and evaluate how well those solutions meet specific goals.</p> <p>6.<strong> Generative AI (GenAI)</strong>: Focuses on creating new content based on existing data. For a CRM system, generative AI can be used to create a range of outputs, from writing personalized marketing content, to generating synthetic data to test new features or strategies.</p> <p>7.<strong> Predictive AI:</strong> The use of data with AI and machine learning to find patterns, predict future events and anticipate behaviors.</p> <p>8. <strong>Autonomous AI:</strong> Systems that can operate independently without human intervention to make decisions and perform tasks by analyzing data, learning from experiences, and adjusting to new inputs.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1717791476989_pwi" data-blade-position="4" data-blade-name="sf/oneup" data-blade-variant="oneup" data-blade-source="www" data-blade-type="blade"> <section id="1717791476989_pwi" class="relative oneup--blade oneup--right-image" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main grid--threebytwo theme--light_gradient" data-module-track-impressions="" data-module-id="1717791476989_pwi" data-module-name="Get started with Service AI in 5 minutes." data-module-position="1" data-module-type="headline"> <div class="image__wrapper"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?w=1024" class="image__asset" alt="Trailhead screen showing points earned" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=300,200 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=768,512 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=1024,683 1024w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=1536,1024 1536w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/Success-starts-with-Trailhead.png?resize=2048,1365 2048w" height="683" width="1024"/> </div> <div class="content__wrapper"> <div class="content__container"> <header class="oneup__blade-heading"> <h2 class="headline" style=" "> Get started with Service AI in 5 minutes. </h2> <div class="blade__description"> <p>Take our free Trailhead module to learn all about AI for service. In 5 minutes you’ll know how generative AI is changing the future of service, and where to start.</p> </div> </header> <div class="cta_container flex flex--right ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Learn more" data-link-url="https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-for-customer-service" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Learn more: Get started with Service AI in 5 minutes." href="https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-for-customer-service" target="_blank" rel="noopener" > Learn more <svg width="18" height="18" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg" fill="currentColor"> <path fill-rule="evenodd" clip-rule="evenodd" d="M10.0977 2.16345H14.5237L6.8804 9.80671C6.69002 9.99709 6.69002 10.3058 6.8804 10.4961L7.34002 10.9558C7.5304 11.1461 7.83906 11.1461 8.02945 10.9558L15.6717 3.31348V7.73848C15.6717 8.00772 15.89 8.22598 16.1592 8.22598H16.8092C17.0785 8.22598 17.2967 8.00772 17.2967 7.73848V1.47595C17.2967 0.958186 16.877 0.538452 16.3592 0.538452H10.0977C9.82847 0.538452 9.61021 0.756713 9.61021 1.02595V1.67595C9.61021 1.94519 9.82847 2.16345 10.0977 2.16345ZM2.97559 4.03905C1.62939 4.03905 0.538086 5.13036 0.538086 6.47655V14.8516C0.538086 16.1977 1.62939 17.2891 2.97559 17.2891H11.3506C12.6968 17.2891 13.7881 16.1977 13.7881 14.8516L13.7881 8.88513C13.7881 8.59574 13.4383 8.45066 13.2335 8.65509L12.4493 9.43768C12.2661 9.62059 12.1631 9.86888 12.1631 10.1278V14.8516C12.1631 15.3003 11.7993 15.6641 11.3506 15.6641H2.97559C2.52686 15.6641 2.16309 15.3003 2.16309 14.8516V6.47655C2.16309 6.02782 2.52685 5.66405 2.97559 5.66405H7.79909C8.07127 5.66405 8.33106 5.55029 8.51564 5.35026L9.2223 4.58446C9.41442 4.37626 9.26675 4.03905 8.98345 4.03905H2.97559Z"/> </svg> </a> </pbc-button> </div> </div> </div> </article> </div> </section> </div><div data-blade-id="1718059285290_1179" data-blade-position="5" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="the" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1718059285290_1179" data-module-name="The difference between artificial intelligence and machine learning" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> The difference between artificial intelligence and machine learning </h2> </header> <div class="blade__description"> <p>The <a href="https://www.salesforce.com/artificial-intelligence/generative-ai-glossary/ " target="_self"><ins>terms</ins></a> "artificial intelligence" and "machine learning" are often used interchangeably, but there are some key differences between the two. Artificial intelligence refers to the ability to have machines think and act like humans in processes such as learning, reasoning, and problem-solving. Machine learning is a specialized field within AI. It allows computers to learn from data without being explicitly programmed. Machine learning algorithms empower computers to make decisions and predictions autonomously.</p> <p>Simply, AI is a machine or a part of a machine that can do things that are usually associated with a human mind, like learning and problem-solving. Machine learning, on the other hand, specifically denotes learning through experience. AI often suggests a degree of human involvement in decision-making, while machine learning implies automated decision-making.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721339594659_tm" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="benefits" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721339594659_tm" data-module-name="What are the benefits of AI in business? " data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What are the benefits of AI in business? </h2> </header> <div class="blade__description"> <p>AI has the potential to transform businesses across various industries. For example, it can automate routine tasks, giving employees more time to focus on important work. AI-powered tools can even help with data entry, customer service requests, and inventory management, so that employees can focus on more strategic tasks that grow the business. Here are some examples of where AI can help businesses:</p> </div> </article> </div> </section> </div><div data-blade-id="1721338457901_ct7" data-blade-position="7" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721338457901_ct7" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721338457901_ct7" data-module-name="1. Improved customer experience" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 1. Improved customer experience </h3> </header> <div class="blade__description"> <p>AI can enhance the customer experience by providing personalized interactions and predicting what they’re likely to want next, based on what they’ve done in the past. <a href="https://www.salesforce.com/service/customer-service-chatbot/what-is-a-chatbot/" target="_self">Chatbots</a> and virtual assistants powered by AI can offer real-time support and answer customer questions efficiently. AI-powered analytics can analyze customer data to gain insights into their preferences and behavior, which helps businesses deliver personalized product recommendations, offers, and services.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721338862302_1c37" data-blade-position="8" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721338862302_1c37" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721338862302_1c37" data-module-name="2. Data-driven decision-making" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 2. Data-driven decision-making </h3> </header> <div class="blade__description"> <p>AI enables businesses to make data-driven decisions by analyzing large volumes of data and identifying patterns and trends that may not be immediately apparent to humans. This is done through grounding, which anchors AI systems in real-world data. AI-powered tools can process and analyze data from various sources, including social media, customer feedback, and sales records, to provide valuable insights and recommendations for improving business strategies.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721338871776_14sv" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721338871776_14sv" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721338871776_14sv" data-module-name="3. Cost reduction" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 3. Cost reduction </h3> </header> <div class="blade__description"> <p>By automating tasks, reducing manual labor, and optimizing processes, AI can help businesses reduce costs and improve profitability. AI-powered systems can handle repetitive tasks with greater accuracy and efficiency. This saves employees time, offers customers faster service, and provides more personalized interactions, all of which improves customer retention to drive the business and boost revenue. AI can also optimize supply chain management, inventory control, and logistics, leading to cost savings and improved operational efficiency to achieve faster ROI.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1733250427475_18vg" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1733250427475_18vg" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1733250427475_18vg" data-module-name="4. Increased productivity with AI agents" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 4. Increased productivity with AI agents </h3> </header> <div class="blade__description"> <p>One of the biggest ways that businesses can increase their productivity with AI is by working with <a href="https://www.salesforce.com/agentforce/what-are-ai-agents/" target="_self"><ins>AI agents</ins></a>, which act autonomously to help employees to get work done faster. By using an AI agent platform like <a href="https://www.salesforce.com/agentforce/" target="_self"><ins>Agentforce</ins></a>, employees across sales, service, marketing, commerce, and more, can focus on more complex tasks while agents manage more repetitive or mundane tasks.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1717791051622_1b18" data-blade-position="11" data-blade-name="sf/oneup" data-blade-variant="oneup" data-blade-source="www" data-blade-type="blade"> <section id="1717791051622_1b18" class="relative oneup--blade oneup--left-image" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main grid--sixteenbynine theme--light_gradient" data-module-track-impressions="" data-module-id="1717791051622_1b18" data-module-name="Empower every employee to do more with Agentforce Assistant." data-module-position="1" data-module-type="headline"> <div class="image__wrapper"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?w=1024" class="image__asset" alt="Salesforce’s Agentforce Assistant Has Arrived" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=1024,576 1024w" height="576" width="1024"/> </div> <div class="content__wrapper"> <div class="content__container"> <header class="oneup__blade-heading"> <h2 class="headline" style=" "> Empower every employee to do more with Agentforce Assistant. </h2> <div class="blade__description"> <p>Sales, service, commerce, and marketing teams can get work done faster and focus on what’s important, like spending more time with your customers. All with the help of a trusted advisor — meet your conversational AI for CRM.</p> </div> </header> <div class="cta_container flex flex--left ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Explore more" data-link-url="https://www.salesforce.com/artificial-intelligence/einstein-ai-assistant/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Explore more: Empower every employee to do more with Agentforce Assistant." href="https://www.salesforce.com/artificial-intelligence/einstein-ai-assistant/" > Explore more </a> </pbc-button> </div> </div> </div> </article> </div> </section> </div><div data-blade-id="1721339135788_6nw" data-blade-position="12" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="industries" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721339135788_6nw" data-module-name="What is AI’s benefit for industries?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What is AI’s benefit for industries? </h2> </header> <div class="blade__description"> <p>The capabilities of AI are applicable to any industry. Here's a look at just a few of them.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1733273710663_1a42" data-blade-position="13" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1733273710663_1a42" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1733273710663_1a42" data-module-name="Business and sales" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Business and sales </h3> </header> <div class="blade__description"> <p><a href="https://wp.salesforce.com/sales/artificial-intelligence/" target="_self">AI can help sales teams</a> streamline processes, enhance productivity, and drive sales growth. AI can automate repetitive tasks, analyze customer data to gain insights into customer behavior, improve buying experiences, and boost sales. AI can also assist sales teams with predictive analytics, identifying potential leads, and optimizing sales strategies.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721339238451_1cyj" data-blade-position="14" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721339238451_1cyj" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721339238451_1cyj" data-module-name="Service" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Service </h3> </header> <div class="blade__description"> <p>AI has significantly transformed the <a href="https://wp.salesforce.com/service/ai/customer-service-ai/" target="_self">customer service landscape</a> by enabling businesses to provide faster, personalized support. AI-powered virtual assistants can handle customer queries, troubleshoot common issues, and offer relevant product recommendations. With AI, businesses can deliver 24/7 customer service, ensuring satisfaction and loyalty. Furthermore, AI can analyze customer feedback and sentiment to identify improvement areas and enhance overall service quality.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721339275614_tfn" data-blade-position="15" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721339275614_tfn" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721339275614_tfn" data-module-name="Marketing" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Marketing </h3> </header> <div class="blade__description"> <p>AI has also revolutionized marketing by enabling businesses to deliver targeted, personalized campaigns. By analyzing <a href="https://wp.salesforce.com/marketing/data/what-is-a-customer-data-platform/" target="_self">customer data</a> and predicting customer preferences, <a href="https://wp.salesforce.com/marketing/ai/" target="_self">AI allows marketers</a> to create tailored content and offers. AI-powered tools can automate email marketing, social media management, and ad targeting, optimizing marketing efforts, and driving higher conversion rates. It can also provide valuable insights into marketing performance, helping businesses refine their strategies and achieve better results.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721342340246_d8h" data-blade-position="16" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="trust" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342340246_d8h" data-module-name="Trust in artificial intelligence" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Trust in artificial intelligence </h2> </header> <div class="blade__description"> <p>Establishing <a href="https://www.salesforce.com/artificial-intelligence/trusted-ai/" target="_self"><ins>trust in artificial intelligence</ins></a> is crucial for its successful and ethical implementation. You must have confidence in the reliability, accuracy, and security of AI systems to fully embrace their potential. Building trust in AI involves addressing several key concerns:</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721342381743_moj" data-blade-position="17" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721342381743_moj" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342381743_moj" data-module-name="Reliability and accuracy" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Reliability and accuracy </h3> </header> <div class="blade__description"> <p>You know that the reliability and accuracy of AI systems are critical to building trust. That's why we advocate for rigorous testing, validation, and ongoing monitoring of AI algorithms. It also means implementing strong data management practices to safeguard the quality, relevance, and integrity of the data used to train and operate AI models.</p> </div> </article> </div> </section> </div><div data-blade-id="1721342428294_6i4" data-blade-position="18" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721342428294_6i4" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342428294_6i4" data-module-name="Transparency and explainability" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Transparency and explainability </h3> </header> <div class="blade__description"> <p>It’s important that users understand how AI systems make decisions and why. When AI systems provide clear explanations for their decisions, users can be more confident that they’re making the right choices. This can be accomplished with user-friendly interfaces that explain how AI algorithms arrive at their conclusions, as well as documentation that provides more detail.</p> </div> </article> </div> </section> </div><div data-blade-id="1721342453367_ph8" data-blade-position="19" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721342453367_ph8" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342453367_ph8" data-module-name="Security and privacy" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Security and privacy </h3> </header> <div class="blade__description"> <p>Security is a fundamental component of building <a href="https://trailhead.salesforce.com/content/learn/modules/the-einstein-trust-layer/meet-the-einstein-trust-layer" target="_self"><ins>trust in AI.</ins></a> By protecting user data and ensuring the privacy of personal information, businesses can build trust with their customers and stakeholders. Robust security measures must be implemented to safeguard data from unauthorized access, use, or disclosure. This involves employing encryption techniques, access controls, and regular security audits to mitigate potential vulnerabilities.</p> </div> </article> </div> </section> </div><div data-blade-id="1721342500516_ppn" data-blade-position="20" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721342500516_ppn" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342500516_ppn" data-module-name="Ethical considerations" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Ethical considerations </h3> </header> <div class="blade__description"> <p>AI systems must be developed and deployed in an ethical manner, considering the potential impact on individuals and society. This involves addressing concerns such as bias, fairness, accountability, and potential job displacement. Ethical guidelines and principles should be established to ensure that AI systems are used for socially beneficial purposes and do not discriminate or cause harm.</p> </div> </article> </div> </section> </div><div data-blade-id="1721342537720_1c5z" data-blade-position="21" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721342537720_1c5z" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721342537720_1c5z" data-module-name="Human oversight and control" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Human oversight and control </h3> </header> <div class="blade__description"> <p>AI systems are great at automating tasks and decision-making, but human oversight and control are essential to ensure responsible AI use that is aligned with human values and intentions. It's essential to have robust governance structures in place so AI systems remain subject to human review and intervention when needed.</p> <p>Establishing trust in AI is a challenge that requires a comprehensive approach that addresses technical, communicative, ethical, and human-centered dimensions. By working to address all of these areas together, organizations can cultivate a climate of trust and confidence in AI systems. This will help to pave the way for their broad implementation and use, so that they can realize their full potential.</p> <p>Salesforce is promoting trusted AI with the <a href="https://www.salesforce.com/products/secure-ai/" target="_self"><ins>Einstein Trust Layer</ins></a>. It is a secure AI architecture, built into the Salesforce platform. It is a set of agreements, security technology, and data and privacy controls used to keep your company safe while you explore generative AI solutions.</p> </div> </article> </div> </section> </div><div data-blade-id="1718060172006_vcz" data-blade-position="22" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="integrating" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1718060172006_vcz" data-module-name="Integrating AI with CRM" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Integrating AI with CRM </h2> </header> <div class="blade__description"> <p><a href="https://www.salesforce.com/crm/what-is-crm/" target="_self"><ins>Customer Relationship Management (CRM)</ins></a> systems play a crucial role in managing customer interactions and data. Integrating AI with CRM can further enhance the capabilities of CRM systems and provide businesses with a 360-degree view of their customers.</p> <p>Integrating the two can help you understand your customers better. They can analyze customer data and segment customers based on their preferences, behavior, and demographics. This enables you to tailor your marketing and sales strategies to specific customer segments, resulting in more personalized and effective campaigns.</p> <p>CRM and AI can help identify potential leads and qualify them based on their interactions with the business. This allows sales teams to focus their efforts on the most promising leads, improving lead conversion rates and sales efficiency.</p> <p>Through the use of <a href="https://www.salesforce.com/crm/ai-crm/" target="_self">AI CRM</a>, chatbots and AI agents are able to offer immediate assistance to customers, addressing their questions and resolving problems effectively. This leads to increased satisfaction among customers and alleviates the workload of human customer service agents.</p> <p>AI can use your customer data from your <a href="https://www.salesforce.com/crm/what-is-crm-infographic/ " target="_self">CRM tools</a> to give you complete context of your customers to help you to connect with your customers in a new way. It allows you to predict future trends and patterns by analyzing historical data and customer behavior so you can anticipate customer needs and address potential issues before they become problems.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1718060290666_sjq" data-blade-position="23" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="getting" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1718060290666_sjq" data-module-name="Getting started with AI" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Getting started with AI </h2> </header> <div class="blade__description"> <p><a href="https://www.salesforce.com/artificial-intelligence/ai-strategy-guide/" target="_self"><ins>Implementing AI into your business</ins></a> may seem daunting, but there are several resources available to help you get started. Here are a few tips:</p> <ul> <li><strong>Assess your needs and plan your approach:</strong> Identify the specific areas in your business where AI can add value. Consider tasks that are repetitive, data-intensive, or require human decision-making.</li> <li><strong>Choose the right tools:</strong> Research and select the <a href="https://www.salesforce.com/platform/ " target="_self"><ins>tools</ins></a> that best align with your business needs and technical expertise.</li> <li><strong>Connect your customer data:</strong> A <a href="https://www.salesforce.com/data/" target="_self"><ins>data platform</ins></a> lets you integrate large amounts of data from any source, standardize formats, and ensure consistency and integrity. You can’t expect all of your data to live in one place, so you’ll need to create sharing mechanisms, such as data lakes or warehouses, to allow different departments to access and use the data.</li> <li><strong>Invest in employee training:</strong> While about two-thirds of employees use or plan to use generative AI at work, nearly 61% of those who plan to incorporate the technology don’t know how to use trusted data sources or keep sensitive data secure. Educate your employees about AI and its potential impact on their roles. Provide training and support to ensure they are comfortable using AI tools and understand how AI can enhance their work. Trailhead is a free learning platform where you can upskill with today’s most in demand skills. Here are a few trails to get you started:</li> <ul> <li><a href="https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-for-business?icid=SFBLOG:ai+data+crm-playbook:traicam&_ga=2.106678276.602332324.1713905633-108762532.1704848143" target="_self"><ins>Artificial Intelligence for Business</ins></a></li> <li><a href="https://trailhead.salesforce.com/content/learn/trails/prepare-your-data-for-ai" target="_self"><ins>Prepare Your Data for AI</ins></a></li> <li><a href="https://trailhead.salesforce.com/content/learn/modules/responsible-creation-of-artificial-intelligence?trail_id=get-started-with-ai-data&_ga=2.104976132.602332324.1713905633-108762532.1704848143" target="_self"><ins>Responsible Creation of Artificial Intelligence</ins></a></li> </ul> </ul> <p>AI has the power to revolutionize the way businesses operate, providing significant benefits in terms of efficiency, customer experience, decision-making, innovation, and cost reduction. By integrating AI with CRM systems, businesses can further enhance their customer management capabilities and deliver personalized experiences. Embracing AI can unlock new opportunities for growth and success in the rapidly evolving business landscape.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1668667220025_8dd_4495822" data-blade-position="24" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1668667220025_8dd_4495822" class="relative nup--blade nup--link_below layout--4 nup--card_resource" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <div class="grid grid_main nup nup__4 nup__gridFour theme--light_gradient"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Learn more about AI agents and how they can help your business. </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667220231_seq" data-module-name="What Are AI Agents? 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