you might have heard about it
at Dreamforce.
We're going to add our Einstein platform.
This Einstein 1
Platform is very exciting
We want to build at Salesforce,
the trusted AI
platform for customer companies.
The Einstein 1 Platform is the trusted AI
platform for customer companies,
and it's the most significant
and most complete upgrade
to the Salesforce platform
in the history of Salesforce.
Simply put, we've spent the last two years
building on our foundation of data, AI,
CRM and trust to deliver a platform
to our customers that future proofs
their customer relationships
and gives them the fastest path to value from AI
Welcome to Now Everyone's an Einstein,
a virtual event from Salesforce
made possible
by our latest innovations in AI.
I'm Nicole Smayling and let's jump
into how
the Einstein 1 Platform works
and what specifically is new.
It starts, as always, with our mission.
Salesforce helps
deliver a single source of truth
with a 360 degree view
of all customer interactions.
This mission
has never been more important,
as data rapidly grows and companies
try to capture
the incredible promise and value of AI.
In fact,
every company is turning to AI to improve
productivity
and deliver awesome customer experiences.
But a key challenge gets in the way.
Most companies can't leverage their data
the way they'd like to
because it's spread across disconnected
islands.
Data is the fuel of a modern business.
When data isn't connected correctly,
no amount of AI,
automation, or personalization will work.
Disconnected
data leads your business to taking actions
that may not be right for your customers.
Businesses that solve this problem
are the ones that will succeed
in transforming
with AI and outpacing their competitors.
That's why we introduced the Einstein 1 Platform.
It's one platform
that connects all of your customer data
for all of your customer experiences
in a way that's integrated, intelligent,
automated, easy to customize, and open.
Let's talk about each of these.
First, the Einstein 1 Platform is one of the biggest
platform updates we've ever made.
Now, all of our core applications like
sales, service, marketing and commerce,
as well as our data cloud, are integrated
and native to our platform.
Changes you make in one app
are immediately available everywhere,
giving everyone a complete
360 degree view of their customers.
To make this change,
we rewrote our entire metadata framework.
Instead of having islands of disconnected
data, data is accessible
from one platform,
even data outside your CRM.
Now all your applications
are speaking the same language.
This gives you a comprehensive
a single source of truth
for each of your customers.
And with data cloud natively built in,
you can action all of your data at scale.
We're talking trillions of records.
Data cloud can harmonize all of your data,
even if it's in
other data lakes, into unified profiles.
The platform treats all of your data
as if it's stored locally.
Once your data is accessible from data
cloud, you can view it in your Salesforce apps,
reports and dashboards,
and even trigger automations.
Improving business efficiency
and providing richer insights.
The Einstein 1 Platform is intelligent.
It helps you understand your customers
and business better than ever before.
It’s outbuilt in artificial intelligence
that helps make everyone smarter.
Einstein’s easy to use AI tools
help everyone on your team share
relevant insights,
make predictions, and generate new content
from your customer data.
Now everyone from sellers
to agents, marketers, and more can use
AI in context to make better decisions
and improve customer experiences.
Just talk to Einstein
like you would a best friend.
Our new Einstein one copilot provides
a conversational interface
where Einstein can take action
on your behalf.
For example, sellers can ask Einstein
to generate the perfect email
for a specific customer, and service
agents can ask Einstein to find solutions
faster than searching themselves.
We also know every company has unique
business needs and customer needs too.
That's why we've created our new Einstein 1 Copilot Studio.
It lets you extend Einstein Copilot
to meet those business needs.
With Copilot Studio,
you can teach Einstein new skills.
For example,
when you have a specific request,
you can teach Einstein to follow
a set of steps like running a workflow
and then taking an action
as part of Einstein's response.
Work with confidence
no matter what your needs are,
thanks to the Einstein Trust Layer.
It respects your data privacy while you use large language
models, or LLMS.
Choose the LLM you want - your own, a popular third party, or ours.
When you use it, we’ll tell the LLM to forget
your prompt with zero retention.
And we use data masking to ensure
that the LLM never sees your private data.
We also take action to ensure
great outputs
through toxicity detection
and audit trails.
This is all possible
through our secure LLM gateway.
Now that we've covered AI,
let's talk about automation.
The Einstein 1 Platform is designed to help
you automate,
to maximize your productivity.
With Flow, you have one low code workflow
engine with a single user interface.
You can use Flow to orchestrate
and deploy automated workflow across
all our products and any system,
eliminating repetitive tasks
so you can work faster.
And best of all, Flow
is backed by a huge community
that's using it to automate 1.2
trillion tasks every month.
Speaking of the Salesforce community,
we've designed the platform
so that anyone can personalize
their CRM experience
or build their own CRM apps. No matter what
your skill level is,
you can use no code, low code,
and pro code tools
to extend the platform
and innovate faster.
Finally, the Einstein 1 Platform is open.
It's supported
by an extensive community of experts
who can help you get the most
out of your Salesforce investment.
The Einstein 1 Platform
is the next generation of Salesforce,
with data, AI, CRM and trust,
delivering a single source of truth
for all your customer information.
Use it with Customer 360, our
portfolio of products and services,
and start connecting with your customers
in a whole new way.
So what does this mean in practice?
How can you apply it every day?
Let's take a closer
look with the help of a couple demos.
Hi, I'm Taraneh, and I'm going to show you
how to deliver impactful,
AI-driven experiences with the Einstein 1 Platform
and the power of data, AI, CRM, and trust.
All right, let's jump right in.
A sales rep at Northern Trail Outfitters
wants to send an outreach email
for a new camping product line.
With the power of Einstein by their side,
they can wave goodbye to
time-consuming, generic emails and say hello
to emails that feel personalized.
The sales rep can simply choose
a prompt template
to create a well-crafted email
grounded in customer's data contacts.
So what did the experience look like
before having this unified view?
Well, it looked like this.
This Salesforce record shows an accurate
but limited view of Tim,
missing key website
data and data from other external systems.
Let's walk through the steps of how NTO
was able to gain
a truly unified view of Tim.
First, you start by bringing data
from any Salesforce or external systems,
using the power of Mulesoft
and Data Cloud.
Once connected,
all that data will be loaded into the data
lake house, where you can harmonize,
analyze and activate it.
Data Cloud helps us map the incoming
data streams into one or more data models.
These data models are special
because they provide a shared definition
of our data that we can use
to resolve differences between systems.
And together, these data models form
a graph that helps us understand
which we can then use to create that
unified view of our customer.
Now, that the data is unified and harmonized,
let's go back to the customer profile
to see what the experience looks like.
We now have so much rich data about Tim
and coming from sales,
service, marketing, and our external systems -
all accessible natively in Salesforce.
You can see that
Tim purchased camping products,
he still has a hoodie left in his cart,
and he clicked on an
ad about backpacking on the website.
All of this is critical data
that can help provide
impactful experiences for Tim.
Einstein has generated
a customized outreach email for Tim,
taking into account his specific interests
and including promotions
based on past buying habits.
And that's just one of the many ways
you can unlock productivity with Einstein 1,
the trusted AI platform for
customer companies.
Now Kush is going to show
you why that worked so well.
We just saw how a sales rep
can create a highly personalized
email for Tim with a single click
using Einstein.
Let's now show you how Prompt Builder enables that.
Hi, my name is Kush
and I'm a product manager on the team.
We'll start by creating a prompt template
of type email
and selecting the objects
we want to associate this template to.
Next we’ll craft the instructions
for the prompt template,
and as part of this process,
we will make the AI smarter
by grounding the prompt template with data,
starting with a few merge fields.
Then we'll use flow to further
ground the template.
And this is where we get to really educate
the AI.
Let's go behind the scenes through Flow.
We can pull in data from anywhere,
whether inside or outside of Salesforce,
to provide the prompt template
with richer and more contextual data,
as in this case,
where we're looking at the customer's
order history
to offer a personalized discount.
Now back in Prompt Builder,
admins can also specify
instructions to shape the tone
and voice of the AI responses.
Finally, let's select a contact
and execute up from the template
to see what the resolved
or actual prompt into the AI looks like
with all of the data about the contact.
And also preview the response -
a personalized email for that contact.
Now, we just did all of this
while ensuring the highest levels of trust
possible through our zero data
retention policies with our AI partners
and rich toxicity filters.
Prompt Builder is now available in pilot,
will be generally available early next year,
and we are confident you'll love it.
Okay, you've seen how the Einstein 1 Platform
is making everyone at your company more productive.
Well we're extending this
to developers as well. Let's take a look.
Salesforce Code Builder empowers
developers of all levels to build
and customize Salesforce applications
seamlessly, in a cloud-based,
user friendly, and collaborative
environment.
With generative AI, we believe that we can
push the needle even more,
to provide natural language
assistance to our developers.
We're on the accounts page
where we need to add a map
to visually represent key contacts
associated with this account.
From within Code Builder,
we can start prompting Einstein
in natural language.
Einstein uses the right LLM,
for the right task.
For code generation, we use Salesforce’s own LLM
to auto generate Salesforce code
based on the developer's
prompts and customer data.
As you can see here,
Einstein automatically created
our Apex Method implementation
to get the contacts list
that can be invoked from a map
Lightning Web component.
Einstein also helps developers
adhere to development
best practices by generating the complete
test cost for your method implementation,
ensuring your code is reliable .
We've got our map component
built faster than ever before.
And that is how Einstein for developers
can improve developer productivity
to release faster and create experiences
at their customers can trust.
Now to give you an even better picture
of how this works in action,
I want to introduce you to a Salesforce
customer who's already using the Einstein 1 Platform.
Let's see how they are harnessing
the power of AI to connect
with their customers in a whole new way.
It's all about personalization these days.
You don't expect to switch on the TV
and find the three channels.
where you don't have the opportunity
to pick and choose what you want to watch.
And the same goes
with the shopping experience.
This is what we were trying to solve,
to personalize the customer journey
Here at Gucci Client Services,
we are looking to increase the connection,
bringing the human touch
to every interaction
that we can with our customers.
We needed to find a way
to improve on the responses
when talking about the product,
but also keeping consistency
with that tone of voice
that is Gucci, across a whole team.
You know, I'm not sure
what tools are out there, but something
to really impact the team
as they communicate to the customer.
We started working with Salesforce
Science Department
on an AI tool that is able to augment
advisors’ capabilities.
It was a bit farfetched as a project.
it was a new animal, right?
I was like, okay, great,
but what is the end game of it?
Why we settled on Einstein,
What Einstein does is collaborate
actually with the advisor
and improve
the way that the responses are given,
keeping the human touch
while using technology to do so.
Einstein AI tool is
more like a helping hand.
It'll take their keywords, and will
automatically give me
service replies over here on the right.
I'll always click the edit just to make sure
that it's my voice that's showing through.
I'm taking the style number,
I'm putting it into our knowledge
and it'll give me all of the options
for authorized retailers, direct stores.
Through Einstein
we really give the opportunity
to the client advisor
to have ready-by-hand suggestions
and recommendations
that can serve the client in a better way.
Romance the selling experience.
how awesome would it be
if everyone's performance is raised?
And I see a difference starting.
We're improving the response,
but it's improving the team as well.
I'm beyond amazed by the
initial results.
We wanted a close partnership
with someone where together
we could build something
and this is what Salesforce has given us.
We are on the same cultural ground,
so I think this is a match
between the two organizations.
If we think about Gucci 100 years ago
when we started
it was a family business in Florence.
We are now a global company.
You have to embrace the technology,
find a good partner that can work together
with you in developing the technology.
but never wait to have the
perfect solution because then,
you're going to be behind
competition and it’s going to be too late.
This is the kind of game that Gucci
will have to play in order to continue
to be one of the most important luxury
brands in the industry.
AI is truly a game changer
for all our customers.
Now, we've learned all about the Einstein 1 Platform.
You've seen it in action with demos
and heard from one of our customers.
The Einstein 1 Platform can be tailored
for any user, any team, and any industry.
Now everyone is an Einstein.
To learn more about the Einstein 1 Platform, join us
for any of our upcoming world tour events
in Atlanta, Chicago, or New York.
And if you can't make it in person,
you can stream them live from anywhere on Salesforce+
