Salesforce (NYSE: CRM), the global leader in CRM, announced plans to collaborate with Accenture (NYSE:ACN) to accelerate the deployment of generative AI for CRM.
Together, the companies intend to establish a hub for generative AI that provides organizations with the technology and experience they need to scale Einstein GPT—Salesforce’s generative AI for CRM—helping to increase employee productivity and transform customer experiences.
The combination of Salesforce and Accenture’s AI and industry knowledge and connected customer experience aims to provide companies across every industry with strategies and technologies that harness generative AI effectively.
By connecting to Accenture’s Generative AI and Large Language Model (LLM) Center of Excellence, the new acceleration hub will facilitate:
- Custom AI Strategies and Accelerators for Growth: Senior leaders from Salesforce and Accenture plan to work with customers to develop customized AI strategies using new accelerators for Einstein GPT, user interfaces, and process automation, which can help increase productivity and profit for their businesses.
- Innovative Use Cases for Sales and Service: These use cases will showcase generative AI’s benefits and potential return on investment, with an initial focus on sales and service. Examples of these use cases include:
- Sales: Generative AI can increase seller productivity with automated tasks to help drive ongoing engagement with customers and prospects.
- Service: Generative AI can also help improve customer experience and agent productivity for every customer service interaction with CRM data and automate knowledge management to help companies respond to the needs of their customers more effectively.
- Industry-Specific AI Models: Salesforce and Accenture intend to build industry-specific AI models for customers in the financial services, health, manufacturing, and public sector industries.
- Generative AI & Data Cloud: Using Data Cloud to connect and harmonize information, Salesforce and Accenture will explore how generative AI can learn from customer data to create more personalized experiences for customers faster.
- Upskilling for AI Success: Salesforce and Accenture plan to develop learning resources that help teams develop and enhance their generative AI skills, fostering the next generation of talent within the Salesforce ecosystem. Specific areas of focus include programming Einstein GPT, AI literacy, data science and analytics, and ethics and responsible AI.
- The hub will also tap existing learning content on Trailhead, such as how to use AI to meet business needs, how to create ethical AI, and how Einstein GPT is transforming the future of work.
FinSMEs
09/05/2023