SALESFORCE SERVICE CLOUD EINSTEIN A VALOIR REPORT August 2023

The arrival of generative AI and the announcement of generative AI capabilities in Service Cloud Einstein has raised awareness of the opportunities to drive improved service efficiency and customer outcomes with AI. Although generative AI is relatively new, AI and automation are not: Salesforce Service Cloud Einstein was released in 2016, and has 10 features purpose-built for service that are generally available today. Many organizations have been taking advantage of those capabilities for years to deliver better customer experiences, drive process and service efficiencies, and gather more and better data.

In Valoir’s recent study, Assessing the Value of AI and Automation, we found that 39 percent of the average customer service agent’s repetitive work tasks could potentially be automated by AI, and that automation is already underway in most organizations: the average agent has seen 14 percent of their work automated in the past 2 years. However, service leaders must balance the potential benefits of AI with the potential risks. As such, companies must look to trusted providers to ensure data privacy and security and reduce the risk of adverse outcomes.

Unlike some other “generic” AI models that are built on public data alone, Service Cloud Einstein’s generative AI is grounded in both trusted customer relationship management (CRM) data and third-party data sources. This helps ensure that AI-generated recommendations and content have both a high degree of accuracy and are personalized for a specific customer’s situation.

Salesforce also recently announced the Einstein Trust Layer, its approach to delivering AI that organizations can trust, with secure data retrieval, dynamic grounding, data masking, toxicity detection, auditing, and zero retention capabilities.