{"id":68791,"date":"2023-09-12T05:00:00","date_gmt":"2023-09-12T04:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=68791"},"modified":"2024-04-17T18:39:11","modified_gmt":"2024-04-17T17:39:11","slug":"salesforce-research-ai-story","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/","title":{"rendered":"How Salesforce\u2019s AI Research Is Shaping CRM, Society, and the Future"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><em>Quick Take:<\/em><\/strong><em> The AI revolution currently taking shape has put the technology front and center for many this year. For nearly a decade, Salesforce has been at the frontier of AI research and helping to usher in a new era of productivity.<\/em><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n<\/div><\/div>\n\n\n\n<p>Thinking big \u2013 like industry-or-paradigm-shifting innovation big \u2013 requires a lot of resources. Smarts, time, planning, patience, investment. But the most crucial element? An innovation mindset made up of equal parts culture and left-brain, right-brain thinking.&nbsp;<\/p>\n\n\n\n<p>Thinking big also requires an ability to see into the future.<\/p>\n\n\n\n<p>\u201cTo stay ahead, you have to be looking ahead,\u201d said Shelby Heinecke, an AI Research Manager at Salesforce. She would know: Her team is laser-focused on driving AI innovation through a variety of groundbreaking projects, from academic research to society-shifting applications of the technology.&nbsp;<\/p>\n\n\n\n<p>The team is also using their innovation mindset to identify new ways to apply AI to CRM.<\/p>\n\n\n\n<p>\u201cWe\u2019re all scientists at heart, but in the back of our heads, we\u2019re always thinking about how AI can make our customers more successful,\u201d Heinecke said. \u201cHow would this idea fit into one of our products? Are there ways that a customer would use this that we can include in how we frame our fundamental research?\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-road-to-the-1-ai-crm\"><strong>The road to the #1 AI CRM<\/strong><\/h2>\n\n\n\n<p>Salesforce has been investing and innovating in AI since 2014. It launched <a href=\"https:\/\/www.salesforce.com\/uk\/products\/artificial-intelligence\/?d=7010M000001yE38&amp;internal=true\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein<\/a>, the company\u2019s first <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2016\/09\/19\/salesforce-introduces-salesforce-einstein-artificial-intelligence-for-everyone\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI product in 2016<\/a>, and began work on large language models (LLMs) in 2018.&nbsp;<\/p>\n\n\n\n<p>This year, the company <a href=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2023\/09\/12\/ai-einstein-news-dreamforce\" target=\"_blank\" rel=\"noreferrer noopener\">released a host of new Einstein products<\/a> to help customers get the most out of new <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/what-is-generative-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">generative AI<\/a> technology. These products are especially effective because of Salesforce\u2019s bread and butter, CRM, data, and trust.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tDiscover the next generation of Einstein\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Bring conversational AI to any workflow, user, department and industry. <\/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:\/\/www.salesforce.com\/uk\/products\/einstein\/overview\/\" target=\"_blank\">\n\t\t\t\t<span>Learn more<\/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<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>At its core, CRM is all about organizing huge amounts of data to help organizations connect with their customers in more personalized ways. Salesforce has been a pioneer in this market for nearly 25 years, innovating and building products that leverage connected data like no one else can&nbsp;\u2014 and with trust at the center.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/uk\/products\/data\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Data Cloud<\/a>, which connects and harmonizes customer data to deliver more real-time insights, gives customers a complete, trusted data foundation, so they can reap the benefits of more accurate AI. And, Data Cloud is deeply integrated into the core of the metadata-driven Salesforce platform, which allows customers to quickly action all their data from any source with AI, automation and analytics across sales, service, marketing and commerce applications.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-columns alignfull 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\" style=\"flex-basis:100%\">\n<div class=\"wp-block-columns alignwide 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\" style=\"flex-basis:66.66%\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large is-style-default prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"68789-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/image1.jpg?w=1024\" alt=\"\" class=\"wp-image-68789\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"68789-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 size-large is-style-default prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"675\" src=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/image1.jpg?w=1024\" alt=\"\" class=\"wp-image-68789\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image1.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>We\u2019re all scientists at heart, but in the back of our heads, we\u2019re always thinking about how AI can make our customers more successful. How would this idea fit into one of our products? <\/p>\n<cite>Shelby heinecke, AI Research manager, salesforce<\/cite><\/blockquote>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p>Caiming Xiong, VP of AI Research and Applied AI at Salesforce, explained, \u201cThe scale of customers, use cases, and data stored in Salesforce makes the company an amazing testbed for enterprise AI. Thousands of companies are running their businesses on Salesforce, generating and storing tons of data. AI is excellent at analyzing huge amounts of data, while humans aren\u2019t.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span class=\"js-twitter-inline\">The scale of customers, use cases, and data stored in Salesforce makes the company an amazing testbed for enterprise AI.<\/span><\/p>\n<cite>Caiming Xiong, VP of AI Research and Applied AI at Salesforce<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Applying research expertise to CRM \u2013 and society<\/strong><\/h2>\n\n\n\n<p>Critical to every iteration of Salesforce\u2019s AI roadmap has been its AI research group, now led by Silvio Savarese. Having spent a decade in academia before joining Salesforce in 2021, Savarese knows a thing or two about learning \u2013 be it by humans or machines.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-columns alignfull 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\" style=\"flex-basis:100%\">\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>I decided to join Salesforce to lead the AI research org because Salesforce provides an amazing platform for innovation.<\/p>\n<cite>Silvio Savarese, Chief Scientist, Salesforce<\/cite><\/blockquote>\n\n\n\n<p><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large is-style-default prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"68790-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/image2.jpg?w=1024\" alt=\"\" class=\"wp-image-68790\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"68790-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 size-large is-style-default prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"675\" src=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/image2.jpg?w=1024\" alt=\"\" class=\"wp-image-68790\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/image2.jpg?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p>\u201cI decided to join Salesforce to lead the AI research org because Salesforce provides an amazing platform for innovation,\u201d Savarese said, noting he couldn\u2019t pass up the chance to work with \u201ctop-tier researchers, engineers, scientists, and be able to make an impact on the company and society at large.\u201d<\/p>\n\n\n\n<p>To date, Salesforce\u2019s research team has published hundreds of AI research papers and AI patents. This work has informed Salesforce\u2019s core AI offerings; supported other projects aimed at helping Salesforce employees and customers be more productive; and applied Salesforce\u2019s AI to interesting and even groundbreaking use cases, like <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-ai-breast-cancer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">breast cancer treatment<\/a> and <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/generative-ai-protein-research\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">protein development<\/a>.&nbsp;<\/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=\"73572\"\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\/uk\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=1024\" class=\"content-card__image\" alt=\"LIV Golf Launches Fan Caddie\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.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\/uk\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\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\tLIV Golf Launches \u2018Fan Caddie\u2019 Powered by Salesforce\u2019s Agentforce 360: A Personalized AI Agent That Reimagines the Global Golf Fan Experience\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\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=\"73470\"\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\/uk\/news\/stories\/google-universal-commerce-protocol-support-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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Support for Google&#039;s Universal Commerce Protocol\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.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\/uk\/news\/stories\/google-universal-commerce-protocol-support-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 Announces Support for Google&#8217;s Universal Commerce Protocol to Bring Product Discovery and Checkout into Conversational AI\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\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/68791\/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>What makes the research team so valuable is that they take a customer-centric approach. The tools and products they develop aren\u2019t arbitrary: They\u2019re built specifically to solve or improve a customer need or problem.<br><br>Take their work developing applications like <a href=\"https:\/\/www.salesforceairesearch.com\/projects\/CodeGen\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">CodeGen<\/a> and Apex Guru to apply generative AI to writing and optimizing code. With the knowledge that Salesforce customers \u201cwrite a lot of code in Apex and related languages,\u201d Naik and his team set out to build something that made that process much faster and easier.&nbsp;<\/p>\n\n\n\n<p>Using the same logic but a different \u201clanguage,\u201d developers can simply use commands and text prompts to create large amounts of code trained on high-quality examples, saving huge amounts of time rather than writing code from scratch. A few directional prompts in the English language, and what used to take hours is now reduced to minutes.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span class=\"js-twitter-inline\">These new AI tools will help them write high-quality code faster, which will lead to both cost savings and time savings. <\/span><\/p>\n<cite>Nikhil<strong> <\/strong>Naik, Principal Researcher, Salesforce<\/cite><\/blockquote>\n\n\n\n<p>Another tool that the research team has led development on \u2014 co-created with and for a customer \u2014 uses generative AI to make chatbots more knowledgeable about products and inventory, providing the context, to handle more complex service inquires and even create upsell opportunities.<\/p>\n\n\n\n<p>After hearing that the brand\u2019s voice was getting lost in automated responses via chatbot, Heinecke and her team set out to use their AI technology to generate replies to a customer in their voice and style and include lots of detail and rich information about their products.<\/p>\n\n\n\n<p>For brands, it keeps the authenticity and voice they\u2019re known for within the entire process even when it\u2019s automated, and customers get a better experience and recommendations that line up with what they\u2019re looking for. The more the models are trained with further data, interactions, and experiences, the more capable and reliable the AI becomes, and the refined and successful the customer interactions become.<\/p>\n\n\n\n<div class=\"wp-block-jetpack-tiled-gallery alignfull is-style-columns has-rounded-corners-20\"><div class=\"tiled-gallery__gallery\"><div class=\"tiled-gallery__row\"><div class=\"tiled-gallery__col\" style=\"flex-basis:33.26124%\"><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mosaic3.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mosaic3.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mosaic3.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70731\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mosaic3\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mosaic3.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mosaic3.jpg\" data-amp-layout=\"responsive\" \/><\/figure><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic2.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic2.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic2.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70727\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mocaic2\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic2.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic2.jpg\" data-amp-layout=\"responsive\" \/><\/figure><\/div><div class=\"tiled-gallery__col\" style=\"flex-basis:66.73876%\"><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic1.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic1.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic1.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70726\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mocaic1\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic1.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic1.jpg\" data-amp-layout=\"responsive\" \/><\/figure><\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Salesforce AI&#8230; did what?&nbsp;<\/strong><\/h2>\n\n\n\n<p>The research is transforming Salesforce products and benefiting Salesforce customers, but the research team is always thinking bigger.&nbsp; As a company that believes business is the greatest platform for change, Salesforce has also taken the AI research that\u2019s been the basis for advancing Einstein and applied it to areas outside the enterprise software space for the greater social good.&nbsp;<\/p>\n\n\n\n<p>For example, Naik and his team have used Salesforce\u2019s AI expertise to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Track great white sharks with the aim of keeping beaches safer while also protecting the rebounding populations of sharks through <a href=\"https:\/\/www.salesforce.com\/news\/stories\/how-salesforce-einstein-is-helping-track-and-protect-great-white-sharks-in-the-wild\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Project SharkEye<\/a>.<\/li>\n\n\n\n<li>Study financial models with the goal of finding solutions to complex economic scenarios through <a href=\"https:\/\/www.salesforce.com\/news\/stories\/the-ai-economist-salesforce-researchers-reveal-a-better-path-to-tax-policy\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI Economist<\/a>.&nbsp;<\/li>\n\n\n\n<li>Help improve breast cancer treatment decisions while reducing costs and outcomes for breast cancer patients through <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-ai-breast-cancer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">ReceptorNet<\/a>.&nbsp;<\/li>\n\n\n\n<li>Build novel proteins to help uncover new medicines, vaccines, and treatments for diseases through <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-progen-ai-language-model\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">ProGen<\/a>.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/fnYh1wrHQEMfTpPNRiJfAu.jpg\"  data-uuid=\"fnYh1wrHQEMfTpPNRiJfAu\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>Using technology to create societal good is in Salesforce\u2019s DNA, and according to Naik, that can only happen when a team is working together, arms locked, with a single motivation.<br><br>\u201cYou have to take a big risk by betting on a particular research technology and working on something that can have a high chance of failure. It requires innovation, courage, and the ability to constantly improvise and improve your technology. But most importantly, it requires teamwork and belief in each other,\u201d he said.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The next AI Revolution<\/strong><\/h2>\n\n\n\n<p>Savarese believes the next phase of AI is now coming to life in the form of AI Agents.&nbsp;<\/p>\n\n\n\n<p>Think of AI Agents as an advanced, more capable and proactive version of AI. \u201cAI Agents can perform actions on behalf of users. A digital personal assistant that can actually perform tasks on their behalf to make them more productive and let them focus on the most important critical creative aspects of their work,\u201d Saverese said.<\/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=\"73710\"\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\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=1024\" class=\"content-card__image\" alt=\"uki agentic enterprise\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.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\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\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\tWhy the agentic enterprise needs an operating system, not just a model\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\t4 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=\"73706\"\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\/uk\/news\/linked-content\/meet-the-new-slack\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=1024\" class=\"content-card__image\" alt=\"View of Slackbot answering a request in Slack.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.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\/uk\/news\/linked-content\/meet-the-new-slack\/\"\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\tMeet the new Slack\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\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\/uk\/news\/wp-json\/wp\/v2\/posts\/68791\/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>This happens thanks to what Savarese initially dubbed <a href=\"https:\/\/blog.salesforceairesearch.com\/large-action-models\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Large Action Models<\/a> (LAMs), or AI Agents.&nbsp;<\/p>\n\n\n\n<p>While initial generative pre-trained transformers \u2013 commonly known as GPTs \u2013 had individual LLMs working independently to generate something \u2013 like code, text, or images \u2013 based on a prompt, AI Agents are the next step in their evolution: they can perform tasks autonomously. And eventually, AI agents will connect and work together to create an exponentially more powerful and efficient AI network.<\/p>\n\n\n\n<p>Here\u2019s a real-world example from Heinecke that helps paint a picture: Imagine you want to plan a trip to Mexico, and you\u2019re working with a chatbot. With something like AI Agents, not only will the chatbot give you options for what to do, it will actually take the actions for you \u2013 go to the websites, make the plans, and book the tickets. It\u2019s a set of AI Agents with specific skills that know how to communicate with each other to manage tasks on your behalf. \u201cThis is how we take the LLMs to the next level, and this is what AI Agents are all about,\u201d said Heinecke.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/tDy28XiwxmA5g78aDftwY9.jpg\"  data-uuid=\"tDy28XiwxmA5g78aDftwY9\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><figcaption class=\"wp-element-caption\"><em>What if LLMs could take action? Salesforce&#8217;s Chief Scientist discusses the potential of &#8216;Large Action Models&#8217;&nbsp;<a href=\"https:\/\/blog.salesforceairesearch.com\/large-action-models\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/em>.<br><\/figcaption><\/figure>\n\n\n\n<p><br>This isn\u2019t just a theory or a hypothetical: It\u2019s what Salesforce is building for customers with <a href=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2023\/09\/12\/ai-einstein-news-dreamforce\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Copilot<\/a>. Announced at Dreamforce, Einstein 1 Copilot is a conversational AI assistant integrated directly into the user experience of every Salesforce application. Einstein 1 Copilot proactively offers options for additional actions beyond a user\u2019s query \u2013 such as a recommended action plan after a sales call, or creating a new service knowledge article.<\/p>\n\n\n\n<div class=\"wp-block-jetpack-tiled-gallery alignfull is-style-columns has-rounded-corners-20\"><div class=\"tiled-gallery__gallery\"><div class=\"tiled-gallery__row\"><div class=\"tiled-gallery__col\" style=\"flex-basis:33.22854%\"><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic6.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic6.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic6.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70730\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mocaic6\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic6.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic6.jpg\" data-amp-layout=\"responsive\" \/><\/figure><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic5.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic5.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic5.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70729\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mocaic5\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic5.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic5.jpg\" data-amp-layout=\"responsive\" \/><\/figure><\/div><div class=\"tiled-gallery__col\" style=\"flex-basis:66.77146%\"><figure class=\"tiled-gallery__item\"><img decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic4.jpg?strip=info&#038;w=600&#038;ssl=1 600w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic4.jpg?strip=info&#038;w=900&#038;ssl=1 900w,https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic4.jpg?strip=info&#038;w=1200&#038;ssl=1 1200w\" alt=\"\" data-height=\"675\" data-id=\"70728\" data-link=\"https:\/\/www.salesforce.com.go-vip.net\/news\/mocaic4\/\" data-url=\"https:\/\/www.salesforce.com.go-vip.net\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic4.jpg?w=1024\" data-width=\"1200\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2023\/09\/mocaic4.jpg\" data-amp-layout=\"responsive\" \/><\/figure><\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The future of AI at Salesforce&nbsp;<\/strong><\/h2>\n\n\n\n<p>As many are left playing catch-up in this new AI-first world, Salesforce is uniquely positioned thanks to the symbiotic relationship between CRM, data, and AI, and the research and innovation that powers it.<br><br>\u201cIt&#8217;s great to work at the frontier of AI for Salesforce,\u201d Heinecke reflected. \u201cThere&#8217;s just an abundance of opportunity for what we can do.\u201d&nbsp;<\/p>\n\n\n\n<p>Savarese agrees \u2013 and recognizes that the work Salesforce is doing can shape the future of AI for the industry as a whole.<\/p>\n\n\n\n<p>\u201cAI is ushering in a new era of productivity, and there is no better place to pursue this vision than at Salesforce,\u201d he said.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/oYs2a1NyLjU6KSQXxB3tcE.jpg\"  data-uuid=\"oYs2a1NyLjU6KSQXxB3tcE\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p><strong>More information<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about Salesforce AI <a href=\"https:\/\/www.salesforce.com\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Read more news and stories from <a href=\"https:\/\/www.salesforce.com\/uk\/news\/collections\/dreamforce-2023\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Dreamforce 2023<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways Thinking big \u2013 like industry-or-paradigm-shifting innovation big \u2013 requires a lot of resources. Smarts, time, planning, patience, investment. But the most crucial element? An innovation mindset made up of equal parts culture and left-brain, right-brain thinking.&nbsp; Thinking big also requires an ability to see into the future. \u201cTo stay ahead, you have to [&hellip;]<\/p>\n","protected":false},"author":512,"featured_media":68788,"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":[4035],"sf_theme":[4064],"sf_topic":[3978,3980],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[5029],"sf_visibility":[],"coauthors":[4073],"class_list":["post-68791","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-feature-stories","sf_theme-artificial-intelligence","sf_topic-artificial-intelligence","sf_topic-dreamforce","sf_location-global","sf_collection-dreamforce-2023"],"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>How Salesforce\u2019s AI Research Is Shaping CRM, Society, and the Future - 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\/uk\/news\/stories\/salesforce-research-ai-story\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Salesforce\u2019s AI Research Is Shaping CRM, Society, and the Future\" \/>\n<meta property=\"og:description\" content=\"Key Takeaways Thinking big \u2013 like industry-or-paradigm-shifting innovation big \u2013 requires a lot of resources. Smarts, time, planning, patience, investment. But the most crucial element? An innovation mindset made up of equal parts culture and left-brain, right-brain thinking.&nbsp; Thinking big also requires an ability to see into the future. \u201cTo stay ahead, you have to [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-12T04:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-17T17:39:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/AI_Research.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=\"author\" content=\"Sammy Spiegel\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sammy Spiegel\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#\/schema\/person\/image\/b318c784674cbda8b04d7706ff4957d6\"}],\"headline\":\"How Salesforce\u2019s AI Research Is Shaping CRM, Society, and the Future\",\"datePublished\":\"2023-09-12T04:00:00+00:00\",\"dateModified\":\"2024-04-17T17:39:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\"},\"wordCount\":1806,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/AI_Research.jpg\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\",\"name\":\"How Salesforce\u2019s AI Research Is Shaping CRM, Society, and the Future - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/AI_Research.jpg\",\"datePublished\":\"2023-09-12T04:00:00+00:00\",\"dateModified\":\"2024-04-17T17:39:11+00:00\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-research-ai-story\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/AI_Research.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/09\/AI_Research.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. 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