Salesforce Explained by Brian Tong

Introduction

• Presenter: Brian Tong
• Series focuses on explaining Salesforce and technology without jargon
• Reminder to subscribe and turn on notifications

Topic: Artificial Intelligence (AI) and Salesforce’s Innovations with Einstein

Definition and Basics of AI

• AI (Artificial Intelligence): Science of training machines to perform tasks humans typically do
  • Understand, analyze, and learn from data
  • Uses algorithms designed by humans
• Examples of AI in daily life
  • GPS apps
  • Personal assistants like Alexa or Siri
  • Spotify playlist recommendations

Benefits of AI for Businesses

• Automates repetitive or time-consuming tasks
• Frees up teams to focus on strategic work
• Helps predict outcomes (e.g., lead conversion, customer retention)
• Increases productivity, reduces costs, boosts revenue

Salesforce and AI

• Salesforce's long-standing research and development in AI
• Einstein: Salesforce's AI integrated into its products
  • First trusted AI for CRM (Customer Relationship Management)
  • Predictive AI: Uses data to provide insights and predictions
  • Launched in 2016, uses machine learning
  • Accessible without extensive coding
  • Ensures data security and protection
  • Generates 215 billion predictions daily
  • Integrated with various Salesforce products (Sales, Service, Marketing, Slack)
  • Crucial part of Salesforce Customer 360

Generative AI

• Builds on predictive AI to create new content (text, images, code, voices, videos)
• Uses large language models (LLMs)
• Mimics human learning and thinking

Einstein Generative AI

• Enhanced version of Einstein with generative capabilities
• Uses LLMs and customer data for content generation
• Aids in various tasks (Emails, outreach, code generation, product descriptions)
• Emphasizes security with Einstein Trust Layer
  • Ensures data is masked and not stored outside Salesforce
  • Human oversight for AI outputs

Key Steps in Einstein Generative AI

1. Connect: Integrate external data using prebuilt connectors
2. Prompt: Use customer data to inform the LLM for relevant responses
3. Generate: Create content based on learned data (emails, code, recommendations, etc.)
4. Wow: Enhance customer experiences with personalized interactions and content

Summary

• Predictive AI: Uses existing data for predictions and decisions
• Generative AI: Creates original content and enhances productivity
• Combining data, AI, CRM, and trust strengthens customer relationships and business outcomes

Outro

• Encouragement to check out Salesforce+ and linked resources for more learning.