Salesforce adds more AI capabilities to Data Cloud, Customer 360

Salesforce has recently announced new artificial intelligence (AI) additions across Data Cloud, its real-time data platform, and Customer 360, its integrated customer relationship management (CRM) platform. The innovations seek to help businesses connect with their audiences in new and more personalised ways.

New Einstein GPT and Data Cloud capabilities are added to Flow, Salesforce’s portfolio of automation tools. By powering Flow with Data Cloud — which unifies customer data across channels and interactions into single, real-time customer profiles — customers can now automate complex workflows and trigger actions based on real-time changes. For instance, business users and admins can describe what kind of flow they want to build and see it built for them in near real-time, instead of having to build each flow manually, step by step.

Einstein GPT

Einstein GPT is Salesforce’s generative AI CRM technology, and by combining it with Flow, users can create and modify automations using a conversational interface, which radically simplifies the flow creation process and significantly lowers barriers for non-technical users. Users can describe a formula they want and Einstein GPT will build it automatically. This replaces having to carefully piece formulas together, avoiding the risk of mistakes within formula syntax.

Slack GPT

Slack GPT is a new conversational AI experience natively integrated into Slack to help everyone in the organisation become more productive. It delivers native AI features built right into Slack, the ability to use generative AI app integrations, and the power to tap into secure customer data insights from the Customer 360 and Data Cloud.

Customers will be able to build no-code workflows that embed AI actions with simple prompts at each step, making it easy for anyone to deploy AI automation. They can also securely integrate a large language model (LLM), like OpenAI’s ChatGPT, Anthropic’s Claude, or use the LLM of their choice, Salesforce said.

Tableau GPT and Tableau Pulse

These solutions tap into generative AI. Built on Einstein GPT, Tableau GPT allows users to surface new insights in a conversational way by simply asking questions within the console and help power smarter data experiences with contextual reports.

Meanwhile, Tableau Pulse will provide automated insights and a personalised analytics experience to business users and data consumers, powered by Tableau GPT. It surfaces insights in both natural language and a visual format. With tight integrations in collaboration tools like Slack and email, users can interact with and collaborate on these insights directly in their usual flow of work.

“Generative AI will be a game-changer for businesses to drive personalisation and productivity through AI-created content. Businesses can use existing data across Salesforce and other sources to personalise customer experiences and more importantly, do it at scale. This in turn helps employees to improve productivity, focus on more complex tasks and build better relationships with customers and prospects,” said Gavin Barfield, VP & CTO, Solutions, for Salesforce ASEAN. “Salesforce is uniquely positioned to help our customers harness the power of AI, data and CRM in their digital transformation journey as technology rapidly evolves.”

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