Salesforce to Showcase AI, Big Data at Expo; CEO Sees Next AI Wave
Salesforce, a leading global CRM platform, is set to showcase its AI and Big Data capabilities at the upcoming AI & Big Data Expo in Amsterdam, California, and London. Joe Green, a Bristol-based writer, explores Salesforce's AI journey and its impact on the tech industry.
Salesforce has been actively expanding its ecosystem through strategic acquisitions and investments. In recent years, it has acquired Slack, Tableau, MuleSoft, and ExactTarget, and invested in Zoom, Twilio, and Snowflake. This expansion has allowed Salesforce to enhance its data layer and offer more comprehensive solutions to its customers.
Salesforce's use of AI has been particularly notable in its customer support services. The company has replaced around 4,000 workers with AI, yet customer satisfaction metrics have not been negatively impacted. In fact, Salesforce has facilitated around 1.5 million conversations with customers through agentic support agents in a year. The company is also using AI to assist its internal sales teams, contacting over 10,000 leads per week.
Salesforce CEO Marc Benioff believes that current AI models are reaching their peak capability and that 'another set of models' is needed. The company aims to have its existing customers inspire others with their use cases for AI, rather than relying on big tech marketing messages.
Salesforce's acquisition of Slack, completed in December 2020 for $27.7 billion, is a testament to the company's commitment to expanding its collaboration capabilities. As Salesforce continues to invest in AI and strategic acquisitions, it is poised to shape the future of the tech industry, with a focus on enhancing customer experiences and driving innovation.
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