The AI + Data Revolution: Prompt Builder, Data Graphs, and Einstein Copilot feat. Gucci and SiriusXM

we're democratizing who has that ability to build AI applications in this exciting era and of course we've brought generative AI into every single one of our clouds from sales service marketing Commerce developers and more welcome to ask more of AI a podcast looking at the intersection of AI and business I'm Clara Shai CEO of Salesforce Ai and this week I wanted to share with you our dreamforce AI Plus data keynote showcasing some of the amazing work that our team is doing I hope you enjoy it please welcome CEO Salesforce AI Clara Shai welcome to dreamforce Welcome to the largest AI event in the world now there's no question we are in an AI and data Revolution which means that we're in a customer Revolution and a business Revolution but it's not as simple as taking all of your data and training a model with it right there's data security there's access permissions there's sharing models that we have to honor these These are important Concepts new risks new challenges new concerns that we have to figure out together and that's why I'm so thrilled about our new um our new platform and of course these challenges they span no not only data security and data privacy and data governance but also new ethical concerns new questions because these large language models they're trained on the Corpus of data from the internet and unfortunately the internet there's there's hate speech there's bias there's toxicity and so we have to Pioneer new methods new technologies new ways to safeguard against these risks you know it's very similar to like 25 years ago when the internet Revolution took place we had to Pioneer new ways to safely and securely store your customer data in the cloud we take it for granted now but two and a half decades ago that was a radical concept and we had to invent it together we had to educate our companies together and how to do it in a trusted way trust is the number one value of Salesforce and we're bringing that same mindset that same Innovation that same approach all of our Engineers our researchers our ethical our ethics team our product managers or product designers we're bringing all of that together to Pioneer a new way to deliver trusted generative AI to all of our customers and partners and that's why we have the Einstein one platform that we're so thrilled to announce this week the Einstein one platform now has data cloud and our Einstein trust layer built natively into the platform and data Cloud can bring in all of your customer 360 data from sales Cloud marketing cloud service Cloud Commerce Cloud slack and even across your entire Enterprise both through real time as well as batch data through mu soft any point connectors you'll hear more about this in a moment bringing all of this into your native Salesforce platform so that you can treat all of your data across your Enterprise like a Salesforce object what does that mean it means that you can take any of this data and you can report on it you can visualize it and explore it with Tableau you can build flows that trigger off of that data you can use that data for AI to train and fine-tune models to ground your prompts with powerful semantic search to reduce the risk of hallucination means you can do much more to activate the data that you have across your Enterprise that's the power of the Einstein one platform now today we're so excited to talk to you more about these new announcements that are the future of CRM and the future of Enterprise AI first we'll talk to you about Einstein co-pilot a new conversational interface a new assistant to help every sales team service team marketing team Commerce team developers and admins all of the Trailblazers out there to really take advantage of generative AI in a trusted secure way grounded in your sharing models and all of your Enterprise data that data cloud has captured we'll also talk to you about how you can really customize co-pilot to be your own to fit your brand voice to fit your business needs to access the work flows that you've built on Salesforce over the last 20 years through Einstein co-pilot studio and to make all of this possible of course is data cloud and we're going to include some free data Cloud to get you started on your AI Journey so we'll talk about each of these now all of this comes together in our Einstein one platform that sits on top of our hyperforce secure trusted infrastructure it now includes data cloud and natively as part of the Einstein one platform it includes our open model architecture whether you're choosing one of our curated models that we vetted for trust and safety or you've trained and tuned your own predictive and generative models that you want to bring in to Einstein it includes now our Einstein trust layer data masking toxicity filters audit Trail we'll show you how all of this works in just a moment it includes our low code Builders so many of you have been building workflows and applications on our platform for decades now with no Code and low code and pro code now you can build AI applications in the same way we're democratizing who has that ability to build AI applications in this exciting era and of course we've brought generative AI into every single one of our clouds from sales service marketing Commerce developers and more both through buttons and the lightning um interface and components as well as through the new Einstein co-pilot conversational assistant the more context we can give to the models the less the model will hallucinate they don't have to make it up because we're we're giving it the context through semantic search and it's so exciting to see how data cloud is expanding as a data Lake a data warehouse to be able to capture both structure data and unstructured data and so we're going to hear more about that today so this is what we're going to cover we're going to talk about data cloud and why why it's so essential for powering both predictive AI as well as generative AI next we'll cover in detail what we are doing in AI around co-pilot co-pilot studio and the Einstein trust player that makes AI safe secure and ethical for businesses and then last but not least we're going to hear about how all of these Innovations come together to power the next generation of CRM and along the way you're going to hear from customers I know many of you are already using service GPT and sales GPT and we love your feedback and we're excited to share with you what we're doing on the basis of that so first I'd like to bring up um who better to talk about unified data than one of the key Architects and leaders of this whole data Cloud area for us um some know him as merly Krishna Prasad some know him as MK some know him as Madar some know know him in your systems as M Krishna Prasad that is the reality of the data in every single one of our companies today and this is the power of data cloud is bringing all of those disparate identities all of those data silos unifying and harmonizing into a single unified profile MK come come on up and tell us about data Cloud thank you Clara I'm like a walking unified profile here all right I'm happy and excited here to talk about data and if you remember last year we introduced this product called Genie right data Cloud was called Genie back then and we've been hard at work making data Cloud successful why because we believe everybody's business strategy your AI strategy and most importantly your customer relationship strategy all depends on a solid data foundation and with data Cloud we can really bring all the data that you have together to harmonize and really power all of your experiences and data Cloud can scale to tremendous volumes and we've done some interesting Integrations with all the Lakes warehouses and others and we've seen tremendous success this is the fastest growing organic product innovation in Salesforce history and our customers are loving it if you see inter for example they saw over 20x Roi in all of their campaigns and F1 is able to turn 3x the amount of fan growth and over half a billion fans across the world and GMI saw huge success in trying to get more people to come to their website and get first party data but like Clara said a lot of you wanted to know more right you wanted to kind of try it on and really see it for yourself which is why we're happy to announce a starter data starter uh data cloud with two Tableau licenses for all of you to kind of enable so click on that QR code and you'll get all the instructions on how to enable it we introducing this new thing called Data graphs what does data graphs do we saw that big Enterprise graph and then with data spaces we created organizational graph with data graph what you can do is you can take all the most important things data that you need for an application or for a prompt and then pre-create it right and this with this you get this one Json object that you can just use quickly let's go back to the demo and see that in action right there see that is how you create a data graph so you see that unified individual with all the related sales orders and shopping cart items maybe let's go add add some product specifications in there is as simp plus clicking that doing product details you see that so youve selected this part of the data graph we can save and deploy you know what happens it basically Auto automatically maintains that graph and it creates a Json object for that so you ask for that user you're going to get back everything they have done now let's write again so let's go add that data graph so one thing that's all you have to do in the prompt now let's go do the playground and generate that prompt you see what happens there you see all the details about Andrea is right there embedded it's about Andrea what she has done the marketing her order history the product specification sales orders everything in one shot and you know why this works because llms are super smart they don't need you don't need to tell them anything with the Json they actually understand what this actually means now let's go do a generate of that and see what happens now you see what happened the llm was able to detect that there was an issue with the hiking boots that she tried to order before so now it's saying uh look at recall our conversation about stocking our hiking boots and she had a shipping issue before she actually downloaded a white paper so imagine now it feels as if Gabe knows Andrea personally everything she has done with the business and now he can actually send that email and Andrea is definitely going to respond positively to that so let's go back to that email and you will see that you can now create that prompt because he saved that prompt you can now draft that same email and it should be right there that is the power that data can actually bring so what did we see we saw data come from different sources your CRM your marketing your bring your own lake with Google and many others and we were able to quickly harmonize it normalize it unify it create Rich graphs with it and then power these prompts now this looks like a lot there's a lot coming as you can see very shortly but there's a lot more coming because what we saw was all structured data so we are going to soup this up with more unstructured data so you can start doing segments like who had actually had similar case issues like this person how can I alert someone if they have some negative common that they're talking about all of that is something that we are hard working on trying to bring all of that unstructured with your structured and trying to do semantic search on it now enough said about all this stuff you probably want to know about someone who's actually now used it in practice and let's hear The Experience for that I would love to welcome Joe he is a Pioneer in the media industry here and Joe inzerello Chief product and Technical officer welcome Joe welcome to reinforce all right so Joe you've had a long distinguished career and you've seen many interesting revolutions come through mobile tag social and so on what is different about this generative AI well you know I think uh I'm really happy that we're sort of past the hype cycle of the computer's going to kill everybody uh and we're getting to the real uh brass tax of it and I think what you guys have done is really compelling because the combination of the generative Ai and the speed at which these models are moving and and the capability ities that they have inside of the safety of your environment but then with the bring your own data Lake you really start to get into this world where you can run models that you've built you can hybridize them with yours AI talking to AIS is the wave of the future and so I think in the same way that internet the Internet connected people and websites together and everything like that we're now getting into the era of AIS being able to do the same thing with each other so it's just a compounding effect that we're seeing and uh I think the power of that is really you know we're just at the the very very beginning side of so just like everybody predicted the Internet and mobile and all these things were going to change the world AI will as well it's always going to take a little longer than what we expect when it first comes out but the effects are already profound that's awesome and Joe has had just like everyone else in the industry trying to bring all his data together to make that unified profile and make Serious XM data powered so can you explain to us our journey your challenges and how also data Cloud sort of helped you in that yeah you know I think we have a very unique business right uh so for those of us who are not familiar with us um you know we have a radio service that we're known for in the cars in North America we own Pandora we own ad whz we own a bunch of other businesses that are are fairly desparate and and operate some autonomously uh but at the same time we have customers that are common to all of those services and we want to bring them all together so a combination of our systems being uh a bit fragmented to our business units as well as just the technology stack and so I think when I look at something like data bricks uh which're we're moving towards the ability to just then plug that right into Salesforce without having to do all the heavy lifting of that integration ourselves is something that just really allows us to look at the challenge set and then answer it with a capability set that's really mapped one to one and I think when we really think about how this is going to evolve in the long run uh the AI ability to you know access that capability set um is really what scales it and so you know we want people when they listen to one of our products to feel like we're talking right to them you know the the great radio hosts are out there it's like oh I see you I'm I'm talking right to you the AI allows us to scale that and I think data Cloud underneath is really the plumbing that allows the AI side of it to uh to sing right that open ecosystem that we are kind of doing with data Club so what more do you want to share with the audience about your AI Journey or what should they be aware of as they embark on this well you know I think a lot of the safety stuff that you've talked about you have to be very deliberate with it I also think that it's like any other piece of tech technology there isn't a do my job button but there is a how do I take this and use it to my advantage and I think right now uh what you guys have really done is is really added uh a layer of um Automation and orchestration that uh allows you to start to get into it um relatively simply and then really get down into the pro user cases very quickly and so I would say is you know use the tools I love the free trials that you guys are talking about out here but play with it start to use it um and understand that this is going to transform your business awesome he's been an amazing customer and partner of ours thank you Joe thank you well you're at the world's largest AI event but did you know that you're also at the world's most fashionable AI event this next customer is one very near and dear to my heart and I'm thrilled for you to hear from them we've been partnering very closely with them for years on the products that we have at in market today um please join me in welcoming from Florence Italy jilberto tosa the CTO of Gucci and vasilis demitros the global head of client service [Applause] welcome I see you want shopping now very good this is does it does it look good I think it's very good looks good Gucci always looks good iconic model well well motivated audience to have at 9:00 a.m. to be here after the few Fighters right filus you and I met in November 2021 you came to our office in San Francisco you met with myself and Silvio savaresi our chief scientist and this was a year before chat GPT was launched U Can you tell everyone what we talked about that day and and why you and how how you became business case number zero inspir ation for service GPT well we started the discussion on how as Gucci we can Infuse a brand tone of voice in our conversations how can we do it because it was very important not only what we were saying to our clients but how we were saying it so we'll beat with Sylvia and the science team this proof of concept that by dumping our data it would help the advisor gufy the conversation I see some people to gucy we guccii the conversation did I gucy the keynote just now you guied the earlier and uh so we gave it to the advisers in their interactions a lot of copy paste it was a standalone proof of concept and we were able to measure the commercial impact does it brings money so we compare the convention rate of conversations of interactions where AI was used by the advisor and where it was not and we saw and upti very important but also what is important it is that when we finish the poker so we stopped using it the advisers came back and they say there's something missing now in the conversation and that was very important for us that's just incredible and you've been such a collaborator you and your team Gilberto you lead technology for one of the most iconic brands in the world Gucci what's your vision for the role that AI plays in Gucci you know Clara Gucci is 100 years old and uh Italian luxury brand 100 years old is really amazing and we have in our DNA creativity but also a lot of passion for technology and for Novelties so not a mystery that we started working on AI few years back first with data science with the idea to leverage on machine learning to optimize operations and to personalize customer experience that is in our heart very dear and uh then partnering with you guys as an example uh looking for Meaningful use cases of AI okay and learning a lot making also some mistakes because it's normal it was not perfect but that's exactly how you learn and on the other side uh restating the importance of what you said before of data data quality and governance are key to have an AI that makes sense in a company so what's next for you first keep AI human Centric putting together great tag with talented people and do that in a responsible ethical and transparent manner because our customers trust us when they give their personal data to Gucci our Mantra is the human touch Power by technology so AI is shaping is augmenting the capabilities of our advisors so it will be a different thing along the way and this is where we want to be pionering with you and thank you for the partnership and everything that we have done together thank you so much for your shared value of trust and Innovation and thank you for bringing Beauty to client service thank you thank you so much everybody U you know when I sit down with our salespeople here at Salesforce same thing at my startup at hearsay salespeople the customer success managers the customer support team I often see them you know piecing together data from sales force and then trying to personalize and Custom Tailor their their pitch decks for a custom customer meeting or their customer success plan and their sales proposals in in Google Docs and just occurred to uh to to me and to our team that maybe we could do better in this era of generative Ai and so to talk about what we're going to do about this to unlock this incredible productivity and CRM Revolution I'd like to invite up our close partner and Friend Thomas curan CEO of glogle cloud so can you tell everybody what are we doing this what are we announcing this week you know we have an amazing set of announcements the really exciting part we've always shared this view that AI is meant to assist people in getting work done people work across the collection of tools so we're integrating as a very first partner for our duet AI which is our real-time collaborator with Salesforce and the scenarios we want to enable are something that everybody will relate to you know you're a salesperson who wants to write a letter with a prospect you're using Google docs to write it we can pull information from and context from Salesforce to make it easy to write uh you know a highly tailored letter you're a salesperson who has a call with a customer a video conference we can summarize the video conference annotate the actions and next steps and put that back automatically in Salesforce for followup if you're a marketer and building a great campaign with creative tools and you've got a lot of context in Salesforce about what the company cares about for the campaign those assets can be used as context to build a highly tailored campaign with the right images using Google Slides so these are examples and it's super exciting this work that we're doing together I I'm it's just incredible and I know so many sellers so many marketers so many knowledge workers who are going to benefit from this and I think the best part is that you know it means that for a salesperson they get more time selling they get more time back out with customers versus the admin tasks of having to piece together these slides and docks and emails um just incredible well I you know we always start by talking about trust and that was really the basis of our partnership was how do we deliver these Technologies in a secure trusted and ethical way so maybe could you talk about what what our shared commitments are on this front yes we have three important you know foundational principles we share with you first is a customer's data is their data and their data alone so we ensure that all the data that they have to train the models any input that they're getting from users as they use the system any uh you know output that the model generates 100% of it is private to them and them alone and not used to improve either our base model or to share with other customers so that's one one important thing the second we're doing a lot of work with your team to improve what we call factuality and grounding this is models are known to hallucinate and you want to check the factuality and freshness of the answer that the model is doing in order to do that you want to combine context and information from Salesforce and Google to be able to get an accurate result so that's improving the trustworthiness of an answer and third people particularly when they use it for customer service or scenarios like that are worried about things like the tone of the language a model is going to use will it generate a violent image that may affect my brand and we have controls in the platform for 18 types of responsibility controls very similar to what you are all doing at Salesforce and so that combination can let people trust in the use of our combined platforms well thank you for that shared value of trust and really bringing a trust first approach to everything that you're building um you're also doing some incredible things with vertex and with palm 2 in particular can you tell us about that you know Palm 2 is our next Generation model we're typically updating our model generation every four months and it brings an amazing set of capability we see people wanting to use it to automate many customer facing processes um and this is where the work that we're doing between our teams can simplify things for example we have telecommunications companies using Palm 2 and conversations to automate the way that somebody can buy provision activate a phone and as part of that obviously we want to ensure that customer care and customer engagement from the Salesforce systems work well second we've got hospitals using it for scheduling and automation of all the elements associated with uh appointments for doctors and nurses and so again people want to use the automation that Palm gives you for those purposes along with the customer engagement platform that they have from sales force we see it in wealth management where people are using it for research and using that information to populate the customer 360 as they summarize all the activity in financial markets they want to make the wealth managers have information so when they talk to their clients they have that information and so it's just deepening the work that we can do to make it easier for people to use these capabilities together it's it's really incredible and we've had same we've seen so much tremendous um usage of our industry clouds as well so really partnering together on that so we we have a long-standing partnership we have big query now connected to Salesforce data Cloud as we heard from from MK um we we've been working with vertex AI predictive models now we're going to be able to bring generative AI models like Palm 2 into Einstein co-pilot Studio where do you see the future going you know we we all of our work has been about simplifying technology so that people can use it together for example when we started our work with bigquery the basic Vision we had was if people are using Salesforce for customer engagement and marketing and segmentation but they have data in big query that represents the customer and they're also using Google's marketing platform for advertising can we make it super easy with zero copying of data and ETL to allow people to combine all of this to do calculations uh the next steps obviously is how do we simplify activation how do we make AI have much more foundational understanding of Industry specific languages and given all the industry Cloud Salesforce as this is another area we're going to colle collaborate much more closely together well I'm very much looking forward to it thank you for your incredible partnership and your Innovation thanks for having us okay so let's let's let's take it home um all of you are Trailblazers and everything that we've shown you today was possible was inspired only because of you thank you for signing up for the new trails we just launched one yesterday on how to become a prompt engineer and build really good prompts for prompt Builder with an Einstein co-pilot Studio please keep the feedback coming please start using the products you just saw from Alexa it literally takes 2 minutes to toggle it on and you can start using it for your organization and you'll start to see that there's areas where you need more data to be connected in and so you can use your your new data Cloud to be able to do that um we are living in a pivotal moment in history we're going to get through this together we're going to Pioneer and invent and in innovate together we are with AI where we were in in 1999 with the cloud and the future is bright thank you so much for your partnership for your Innovation and for inspiring us every day take care so key takeaways every good AI strategy starts first with an excellent data strategy number two talking about the Einstein trust toay the Einstein co-pilot in our new co-pilot Studio three was how we guca the conference with Executives from Gucci talking about how they helped us co-develop service GPT and last but not least Thomas curan CEO of Google Cloud talking about our collaboration and forthcoming integration between Salesforce CRM and Google workspace that's it for this week on ask more of AI the podcast at the intersection of AI and business follow us wherever you get your podcasts and follow me on LinkedIn and Twitter to learn more about Salesforce AI join our ask more of AI newsletter on LinkedIn see you next [Music] time

Channel: Salesforce

Views: 564,593

Keywords: AI, Artificial Intelligence, Salesforce, AI Podcast, Ask More of AI, Data, CRM, customer relationship management, Generative AI, Predictive AI, The Future of AI, salesforce, salesforce crm, Salesforce admins, artificial intelligence, AI trends, AI news, A.I., future of ai, future of ai technology, salesforce podcast, tech podcast, ai podcast, ai news, artificial intelligence explained, Clara Shih, Ask more of AI, Dreamforce Keynote, Dreamforce, AI future

Id: LqGcifaGtSI

Length: 31min 6sec (1866 seconds)

Published: Tue Oct 17 2023