{"id":6932,"date":"2023-06-28T05:00:00","date_gmt":"2023-06-28T12:00:00","guid":{"rendered":""},"modified":"2023-06-28T05:00:00","modified_gmt":"2023-06-28T12:00:00","slug":"sales-service-research-generative-ai","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/","title":{"rendered":"Sales, Service, and Generative AI: New Research on What&#8217;s Holding Teams Back"},"content":{"rendered":"\n<p><em>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go <\/em><a href=\"https:\/\/www.salesforce.com\/news\/topics\/artificial-intelligence\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<p>Salesforce surveyed over 2,000 sales and service professionals as part of its <em>Generative AI Snapshot Research Series<\/em>, finding that more than 50% of sales and service teams don\u2019t know how to get the most value out of generative AI. The research suggests that sales and service teams lack the training and trust in the technology to successfully use it at work.\u00a0<\/p>\n\n\n\n<p>Read on to learn more from the research.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-sales-and-service-professionals-identify-customer-experience-as-a-clear-benefit-of-generative-ai\">Sales and service professionals identify customer experience as a clear benefit of generative AI&nbsp;<\/h2>\n\n\n\n<p>Respondents identified generative AI as a tool that they believe will help them deliver better, more efficient customer experiences.<\/p>\n\n\n\n<div class=\"featured-stats-block wp-block-newsroom-featured-stats\">\n\t\t\t<h2 class=\"featured-stats-block__title\"><\/h2>\n\t\n\t<div id=\"infinite_loading\" class=\"featured-stats-block__wrapper\">\n\t\t\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t61% of salespeople believe generative AI will help them better serve their customers\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"61% of salespeople believe generative AI will help them better serve their customers\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" d=\"M 27.447 10 L 16.587 10 C 15.727 10 15.027 10.73 15.027 11.62 L 15.027 12.63 C 15.027 12.95 15.307 13.23 15.617 13.23 L 22.787 13.23 C 24.497 13.23 25.887 14.68 25.887 16.46 L 25.887 23.92 C 25.887 24.24 26.167 24.52 26.477 24.52 L 27.447 24.52 C 28.297 24.52 28.997 23.8 28.997 22.91 L 28.997 11.62 C 28.997 10.73 28.297 10 27.447 10 Z M 22.787 14.85 L 11.927 14.85 C 11.077 14.85 10.377 15.57 10.377 16.46 L 10.377 27.75 C 10.377 28.64 11.077 29.37 11.927 29.37 L 22.787 29.37 C 23.637 29.37 24.337 28.64 24.337 27.75 L 24.337 16.46 C 24.337 15.57 23.637 14.85 22.787 14.85 Z M 21.237 25.74 C 21.237 25.98 21.077 26.14 20.847 26.14 L 13.867 26.14 C 13.637 26.14 13.477 25.98 13.477 25.74 L 13.477 24.93 C 13.477 24.69 13.637 24.52 13.867 24.52 L 20.847 24.52 C 21.077 24.52 21.237 24.69 21.237 24.93 L 21.237 25.74 Z M 21.237 22.51 C 21.237 22.75 21.077 22.91 20.847 22.91 L 13.867 22.91 C 13.637 22.91 13.477 22.75 13.477 22.51 L 13.477 21.7 C 13.477 21.46 13.637 21.3 13.867 21.3 L 20.847 21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t61% of salespeople believe generative AI will help them sell efficiently\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"61% of people believe generative AI will help them sell efficiently\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" d=\"M 27.447 10 L 16.587 10 C 15.727 10 15.027 10.73 15.027 11.62 L 15.027 12.63 C 15.027 12.95 15.307 13.23 15.617 13.23 L 22.787 13.23 C 24.497 13.23 25.887 14.68 25.887 16.46 L 25.887 23.92 C 25.887 24.24 26.167 24.52 26.477 24.52 L 27.447 24.52 C 28.297 24.52 28.997 23.8 28.997 22.91 L 28.997 11.62 C 28.997 10.73 28.297 10 27.447 10 Z M 22.787 14.85 L 11.927 14.85 C 11.077 14.85 10.377 15.57 10.377 16.46 L 10.377 27.75 C 10.377 28.64 11.077 29.37 11.927 29.37 L 22.787 29.37 C 23.637 29.37 24.337 28.64 24.337 27.75 L 24.337 16.46 C 24.337 15.57 23.637 14.85 22.787 14.85 Z M 21.237 25.74 C 21.237 25.98 21.077 26.14 20.847 26.14 L 13.867 26.14 C 13.637 26.14 13.477 25.98 13.477 25.74 L 13.477 24.93 C 13.477 24.69 13.637 24.52 13.867 24.52 L 20.847 24.52 C 21.077 24.52 21.237 24.69 21.237 24.93 L 21.237 25.74 Z M 21.237 22.51 C 21.237 22.75 21.077 22.91 20.847 22.91 L 13.867 22.91 C 13.637 22.91 13.477 22.75 13.477 22.51 L 13.477 21.7 C 13.477 21.46 13.637 21.3 13.867 21.3 L 20.847 21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t63% of service professionals say the technology will help them serve their customers faster\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"63% of service professionals say the technology will help them serve their customers faster\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" d=\"M 27.447 10 L 16.587 10 C 15.727 10 15.027 10.73 15.027 11.62 L 15.027 12.63 C 15.027 12.95 15.307 13.23 15.617 13.23 L 22.787 13.23 C 24.497 13.23 25.887 14.68 25.887 16.46 L 25.887 23.92 C 25.887 24.24 26.167 24.52 26.477 24.52 L 27.447 24.52 C 28.297 24.52 28.997 23.8 28.997 22.91 L 28.997 11.62 C 28.997 10.73 28.297 10 27.447 10 Z M 22.787 14.85 L 11.927 14.85 C 11.077 14.85 10.377 15.57 10.377 16.46 L 10.377 27.75 C 10.377 28.64 11.077 29.37 11.927 29.37 L 22.787 29.37 C 23.637 29.37 24.337 28.64 24.337 27.75 L 24.337 16.46 C 24.337 15.57 23.637 14.85 22.787 14.85 Z M 21.237 25.74 C 21.237 25.98 21.077 26.14 20.847 26.14 L 13.867 26.14 C 13.637 26.14 13.477 25.98 13.477 25.74 L 13.477 24.93 C 13.477 24.69 13.637 24.52 13.867 24.52 L 20.847 24.52 C 21.077 24.52 21.237 24.69 21.237 24.93 L 21.237 25.74 Z M 21.237 22.51 C 21.237 22.75 21.077 22.91 20.847 22.91 L 13.867 22.91 C 13.637 22.91 13.477 22.75 13.477 22.51 L 13.477 21.7 C 13.477 21.46 13.637 21.3 13.867 21.3 L 20.847 21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\t<\/div>\n<\/div>\n\n<div class=\"modal modal--tableau\" aria-hidden=\"true\" role=\"dialog\">\n\t<div class=\"modal__content\">\n\t\t<div class=\"modal__body\">\n\t\t\t<tableau-viz id=\"tableauViz\" hide-tabs><\/tableau-viz>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Among respondents who are already using the technology, generative AI has already proven successful \u2014 84% of salespeople using generative AI say it helps increase sales at their organization by enhancing and speeding up customer interactions. Service professionals currently using generative AI agree: 90% report it helps them serve their customers faster.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13204\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024\" class=\"content-card__image\" alt=\"A screenshot of the Quadstar COMS Sales Console showing an SD-WAN quote interface\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Launches Agentforce for Communications to Turn Every Customer Interaction into a Growth Opportunity for Telcos\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13114\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"How Conversation Design Enables Agentic AI\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe Productivity Gap: New Survey Shows ANZ Sales Teams Are Betting On AI Agents To Help\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/6932\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p>The early adopters who report using generative AI say it is helpful for tasks such as content creation and automating communications. However, they believe the technology would be most transformative around more dynamic, complex use cases, like sales reporting, and improving self-service scenarios, such as onboarding new customers.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/Customer-FacingRolesUseGenerativeAIFor___\/Q7Dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cGenerative AI will completely reshape the field of customer service, said <a href=\"https:\/\/www.salesforce.com\/news\/stories\/clara-shih-ai-salesforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Clara Shih<\/a>, CEO of Salesforce AI. \u201cWe\u2019ll have the ability to automatically generate personalized responses for agents to quickly email or message to customers, freeing human agents to spend more time deeply engaging on complex issues and building long-term customer relationships.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>We\u2019ll have the ability to automatically generate personalized responses for agents to quickly email or message to customers, freeing human agents to spend more time deeply engaging on complex issues and building long-term customer relationships.<\/p>\n<cite>Clara Shih, CEO of Salesforce AI<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Employees in sales and service report low generative AI adoption<\/strong><\/h2>\n\n\n\n<p>For all of the early adopters, however, there are many sales and service professionals who haven\u2019t used it at all. These groups also report being less likely to use generative AI than their peers in other departments like marketing.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"67463-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GRAPHIC1.jpg?w=1024\" alt=\"\" class=\"wp-image-67463\"\/><\/a><\/figure>\n<div id=\"67463-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GRAPHIC1.jpg?w=1024\" alt=\"\" class=\"wp-image-67463\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\"><strong>Skills gap holds back sales and service adoption and instills job fears&nbsp;<\/strong><\/h2>\n\n\n\n<p>The reason why sales and service pros are hesitant to jump onto the generative AI bandwagon may lie in fear of the unknown. Sales and service teams report a lack of confidence that they can use generative AI effectively or responsibly.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/Customer-FacingRolesDontKnowHowtoUseGenerativeAI\/Q10?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\u00a0\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>And, 48% of service and 39% of sales professionals worry they will lose their job if they don\u2019t learn how to use generative AI at work.<\/p>\n\n\n\n<p>Data skills are also hyper-relevant with 63% of salespeople and 58% of service professionals saying their company data is not properly set up for generative AI.&nbsp;Comment end&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Customer-facing teams report trust gap with generative AI&nbsp;<\/strong><\/h2>\n\n\n\n<p>Companies have an opportunity to help alleviate these concerns and close the skills gap with training. Currently, many do not provide training, despite employees wanting and even expecting them to provide it.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"67464-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GRAPHIC2.jpg?w=1024\" alt=\"\" class=\"wp-image-67464\"\/><\/a><\/figure>\n<div id=\"67464-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GRAPHIC2.jpg?w=1024\" alt=\"\" class=\"wp-image-67464\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>Both sales and service professionals also agree that trust in the technology is a critical precursor for them to successfully use the technology in their role. For both sales and service professionals:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>56% say human oversight is critical in successfully using generative AI in their role.<\/li>\n\n\n\n<li>55% say enhanced security measures are critical in successfully using generative AI in their role.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">More information:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/plus\/experience\/world_tour_london_2023\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Tune in<\/a> to World Tour London on Salesforce+ to learn more about the future of generative AI for sales and service&nbsp;<\/li>\n\n\n\n<li>Learn AI skills on <a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/trails\/get-started-with-ai-data\" target=\"_blank\" rel=\"noreferrer noopener\">Trailhead<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/news\/stories\/generative-ai-ethics-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">Read<\/a> employees\u2019 perspectives on generative AI trust and ethics<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/news\/stories\/generative-ai-for-marketing-research\" target=\"_blank\" rel=\"noreferrer noopener\">Read<\/a> marketers\u2019 perspectives on generative AI&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Research methodology<\/h4>\n\n\n\n<p>Salesforce conducted a generative AI survey in partnership with YouGov May 18 \u2013 25, 2023. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. The respondents represent companies of a variety of sizes and sectors in the United States, UK, and Australia. The survey took place online. The figures have been weighted and are representative of all US, UK, and Australian full-time employees (aged 18+).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. Salesforce surveyed over 2,000 sales and service professionals as part of its Generative AI Snapshot Research Series, finding that more than 50% of sales and service teams don\u2019t know how to get the [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":6933,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1114],"sf_topic":[1092,1100,1124,1118],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[1096],"sf_visibility":[],"coauthors":[],"class_list":["post-6932","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-customer-service-and-support","sf_topic-sales","sf_location-global","sf_collection-future-of-crm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Sales, Service, and Generative AI: New Research on What&#039;s Holding Teams Back - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sales, Service, and Generative AI: New Research on What&#039;s Holding Teams Back\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. Salesforce surveyed over 2,000 sales and service professionals as part of its Generative AI Snapshot Research Series, finding that more than 50% of sales and service teams don\u2019t know how to get the [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-28T12:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Sales, Service, and Generative AI: New Research on What&#8217;s Holding Teams Back\",\"datePublished\":\"2023-06-28T12:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"},\"wordCount\":701,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg\",\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\",\"name\":\"Sales, Service, and Generative AI: New Research on What's Holding Teams Back - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg\",\"datePublished\":\"2023-06-28T12:00:00+00:00\",\"author\":{\"@id\":\"\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/au\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Sales, Service, and Generative AI: New Research on What&#8217;s Holding Teams Back\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Sales, Service, and Generative AI: New Research on What's Holding Teams Back - Salesforce","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/","og_type":"article","og_title":"Sales, Service, and Generative AI: New Research on What's Holding Teams Back","og_description":"Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. Salesforce surveyed over 2,000 sales and service professionals as part of its Generative AI Snapshot Research Series, finding that more than 50% of sales and service teams don\u2019t know how to get the [&hellip;]","og_url":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/","og_site_name":"Salesforce","article_published_time":"2023-06-28T12:00:00+00:00","og_image":[{"width":1200,"height":675,"url":"http:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/"},"author":{"name":"","@id":""},"headline":"Sales, Service, and Generative AI: New Research on What&#8217;s Holding Teams Back","datePublished":"2023-06-28T12:00:00+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/"},"wordCount":701,"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","inLanguage":"en-AU"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/","url":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/","name":"Sales, Service, and Generative AI: New Research on What's Holding Teams Back - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","datePublished":"2023-06-28T12:00:00+00:00","author":{"@id":""},"breadcrumb":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","contentUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/sales-service-research-generative-ai\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/au\/news\/"},{"@type":"ListItem","position":2,"name":"Sales, Service, and Generative AI: New Research on What&#8217;s Holding Teams Back"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/news\/#website","url":"https:\/\/www.salesforce.com\/au\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/GenAI_Res_SalesSvc.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/6932","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/comments?post=6932"}],"version-history":[{"count":0,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/6932\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media\/6933"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media?parent=6932"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/categories?post=6932"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/tags?post=6932"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_content_type?post=6932"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_theme?post=6932"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_topic?post=6932"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_product?post=6932"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_industry?post=6932"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_role?post=6932"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=6932"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_location?post=6932"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_collection?post=6932"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_visibility?post=6932"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/coauthors?post=6932"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}