{"id":75274,"date":"2024-02-27T05:00:00","date_gmt":"2024-02-27T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=75274"},"modified":"2025-03-20T10:44:01","modified_gmt":"2025-03-20T17:44:01","slug":"iron-mountain-ai-platform","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/iron-mountain-ai-platform\/","title":{"rendered":"Iron Mountain Uses the Einstein 1 Platform to Increase Agent Productivity and Unify Data"},"content":{"rendered":"\n<p><em>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go <\/em><a href=\"https:\/\/www.salesforce.com\/platform\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Today, Salesforce shared that Iron Mountain is using the <a href=\"https:\/\/www.salesforce.com\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Platform<\/a> to consolidate its systems into one 360-degree solution to make data more actionable by being baked seamlessly into the flow of work.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong><a href=\"https:\/\/www.ironmountain.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Iron Mountain<\/a> is a global information management services company that serves more than 225,000 organizations around the world, including 95% of the Fortune 1000. With a mission to protect and elevate the power of its customers\u2019 work and with a customer base of this size and scale, providing an exceptional customer experience is a top priority.<\/p>\n\n\n\n<p><strong>At-a-glance:<\/strong> Despite having massive amounts of customer data, Iron Mountain\u2019s service agents couldn\u2019t easily access it or use it meaningfully to address customer requests. Agents had to switch between multiple apps and databases to gather enough data for customer inquiries. Plus, the order process was manual and information was located across numerous places, forcing agents to go back and forth between systems.&nbsp;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--media\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tSay hello to Einstein Copilot.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/salesforce.com\/einsteincopilot\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span> Learn more about the conversational AI for CRM<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1124\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=1024\" class=\"tidbit\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png 1377w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=273&amp;h=300 273w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=768&amp;h=843 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=933&amp;h=1024 933w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=241&amp;h=264 241w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=333&amp;h=365 333w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=678&amp;h=744 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=137&amp;h=150 137w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=176&amp;h=193 176w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/02\/Graphic.png?w=1218&amp;h=1337 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t<\/aside>\n\n\n\n\n<p><strong>The impact: <\/strong>Iron Mountain turned to Salesforce technology to improve agents&#8217; experience. It helped the company:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Close Cases Faster: <\/strong>Using <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Service<\/a> generative AI to automatically write personalized case replies based on past cases and the knowledge base, agents can more quickly find the relevant information to close out cases.<\/li>\n\n\n\n<li><strong>Reduce Admin Work:<\/strong> Agents can also move on from a case more quickly, thanks to <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=sf.cc_generative_ai_work_summaries.htm&amp;type=5\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Work Summaries<\/a> powered by Einstein 1 Service. When a case is complete, Einstein 1 Service automatically generates a summary based on the case data, conversation, and transcript history, reducing the administrative load that agents previously managed.<\/li>\n\n\n\n<li><strong>Integrate Workflows:<\/strong> Iron Mountain uses the Einstein 1 Platform to pull the right data for each case. This helps generate the right responses from AI and fully integrates their service workflows directly in Service Cloud. Behind the scenes, connected data fuels an improved experience for service agents. <a href=\"https:\/\/www.mulesoft.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft<\/a> brings together account, billing, and engagement data all in one place, so that orders can be automated and service agents have a holistic view of each customer.<\/li>\n<\/ul>\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=\"81219\"\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\/news\/stories\/penfed-agentforce-mulesoft-enhanced-member-experiences\/\"\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\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=1024\" class=\"content-card__image\" alt=\"\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/PenFed-Transforms-Member-Experience-with-Salesforce-AI-and-Digital-Solutions.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\/news\/stories\/penfed-agentforce-mulesoft-enhanced-member-experiences\/\"\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 Data and AI Solutions Boost PenFed Member Experiences\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\t3 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=\"76855\"\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\/news\/press-releases\/2024\/04\/25\/einstein-copilot-general-availability\/\"\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\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=1024\" class=\"content-card__image\" alt=\"\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/EinsteinCopilotGA.jpg?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\/news\/press-releases\/2024\/04\/25\/einstein-copilot-general-availability\/\"\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 Announces General Availability of Einstein Copilot Along with New Einstein Copilot Actions for Sellers and Tools for Driving Enterprise AI Adoption\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\t7 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\/news\/wp-json\/wp\/v2\/posts\/75274\/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><strong>Fast facts:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>83% of Iron Mountain agents reported saving time with generative AI assistance<\/li>\n\n\n\n<li>80% of responses led to a closed case<\/li>\n\n\n\n<li>The company saw an 8% reduction in repeat calls<\/li>\n\n\n\n<li>With <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=sf.om_automated_order_routing.htm&amp;language=en_US&amp;type=5\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">automation routing<\/a>, chat abandonment rates decreased by 70%&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>Iron Mountain perspective:<\/strong> \u201cSalesforce Einstein has brought greater consistency to our customers\u2019 experience and saved our agents\u2019 time. Leveraging the power of the Einstein 1 Platform has helped us address many of our biggest pain points. The increased productivity and higher customer satisfaction is a combination that is driving increased revenue.\u201d <strong>\u2013 Josh Langley, CIO&nbsp;<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group alignwide cluster-content has-vivid-purple-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-say-hello-to-einstein-copilot\">Say hello to Einstein Copilot<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=1024\" alt=\"\" class=\"wp-image-77614\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/05\/CNX_ProductRelease.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group feature-card is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-salesforce-unveils-new-einstein-1-marketing-and-commerce-innovations\"><a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/05\/22\/einstein-copilot-marketing-commerce-news\/\">Salesforce Unveils New Einstein 1 Marketing and Commerce Innovations\u00a0<\/a><\/h3>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/about-einstein-copilot\/\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=1024\" alt=\"\" class=\"wp-image-75597\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/03\/EinsteinCoPilot_ProductExplainer-2.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-einstein-copilot-in-depth-what-it-is-how-it-works-and-what-it-can-do\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/about-einstein-copilot\/\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Copilot In-Depth: What It Is, How It Works, and What It Can Do<\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.youtube.com\/watch?v=2G6MQpFnQLM\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=1024\" alt=\"\" class=\"wp-image-75322\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/CoPilot_DemoVideo_139005.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-demo-what-makes-copilot-possible\"><a href=\"https:\/\/www.youtube.com\/watch?v=2G6MQpFnQLM\" target=\"_blank\" rel=\"noreferrer noopener\">Demo: What Makes Copilot Possible?<\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.salesforce.com\/blog\/ai-assistant\/\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=1024\" alt=\"\" class=\"wp-image-75323\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/360Blog_CoPilot_5Cases.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-trail-build-ai-assistants-with-einstein-copilot\"><a href=\"https:\/\/www.salesforce.com\/blog\/ai-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\"><a href=\"https:\/\/www.salesforce.com\/blog\/ai-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\">5 Business Uses for an AI Copilot<\/a><\/a><\/h4>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Einstein\u2019s ability to integrate and provide generative AI in multiple ways brings automation across the process, saving time and enhancing customer service.<\/p>\n<cite><strong>Kishan Chetan, EVP and GM of Service Cloud<\/strong><\/cite><\/blockquote>\n\n\n\n<p><strong>Salesforce perspective: <\/strong>\u201cOur customized solutions for Iron Mountain moved them from a disjointed process to a streamlined experience that\u2019s better for both the agents and customers. Einstein\u2019s ability to integrate and provide generative AI in multiple ways brings automation across the process, saving time and enhancing customer service.\u201d <strong>\u2013 Kishan Chetan, EVP and GM of Service Cloud&nbsp;<\/strong><\/p>\n\n\n\n<p><strong>Explore more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more about Iron Mountain <a href=\"https:\/\/www.salesforce.com\/customer-stories\/iron-mountain-ai-faster-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">he<\/a><a href=\"https:\/\/www.salesforce.com\/customer-stories\/iron-mountain-ai-faster-automation\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">r<\/a><a href=\"https:\/\/www.salesforce.com\/customer-stories\/iron-mountain-ai-faster-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">e<\/a><\/li>\n\n\n\n<li>Find out more about the <a href=\"https:\/\/www.salesforce.com\/products\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Platform<\/a><\/li>\n\n\n\n<li>Network with service professionals in the <a href=\"https:\/\/trailhead.salesforce.com\/trailblazer-community\/groups\/0F93A00000020tYSAQ?tab=discussion&amp;sort=LAST_MODIFIED_DATE_DESC&amp;_ga=2.199803687.880003851.1708460232-654862955.1683914376&amp;_gac=1.259106296.1706040933.CjwKCAiA5L2tBhBTEiwAdSxJX4OV7URJDpaf7Zf5wPZ0widOTtISOf2ntGfqUawa_jhNCVl8sq1PPRoCA80QAvD_BwE\" target=\"_blank\" rel=\"noreferrer noopener\">Service Trailblazer Community<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Today, Salesforce shared that Iron Mountain is using the Einstein 1 Platform to consolidate its systems into one 360-degree solution to make data more actionable by being baked seamlessly into the flow of work.&nbsp;&nbsp;&nbsp; Why it matters: Iron Mountain is [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":75303,"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":[1],"tags":[],"sf_content_type":[1735],"sf_theme":[1917],"sf_topic":[1737,1744,1726],"sf_product":[1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[12220],"sf_visibility":[],"coauthors":[],"class_list":["post-75274","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-customer-engagement","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_topic-digital-transformation","sf_product-salesforce-platform","sf_location-global","sf_collection-tdx-2024"],"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>Iron Mountain Uses the Einstein 1 Platform to Increase Agent Productivity and Unify Data - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Today, Salesforce shared that Iron Mountain is using the\" \/>\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\/news\/stories\/iron-mountain-ai-platform\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Iron Mountain Uses the Einstein 1 Platform to Increase Agent Productivity and Unify Data\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. 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