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Salesforce has made its Service GPT, Sales GPT and the Einstein GPT Trust Layer generally available.

The new features, which take a open ecosystem approach, are designed to help organizations “tap into the productivity and efficiency benefits of AI while ensuring that enterprise-grade trust and data security remain at the centre,” says Clara Shih, CEO of Salesforce AI.

Brands can use Service GPT to auto-generate personalized replies and summarize customer interactions.

The tool is designed to help “traditional and field service teams leverage AI to work more efficiently, giving service professionals more time to focus on higher-order tasks and establish strong customer relationships through personalized interactions,” says Bill Patterson, EVP & GM, C360 Applications, Salesforce.

Sales GPT provides users with AI-generated, personalized customer emails based on contextual customer data stored in Salesforce.

Reps can send emails with CRM context from inside Sales Cloud or through Gmail and Outlook with just one click, Salesforce says.

The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce. The audit trail in this feature securely logs all prompts, outputs, interactions, and feedback data, the firm says.

The new offerings provide these capabilities:

– Encrypted Communications — This is done with TLS safeguards prompts sent to an LLM, with the responses sent back to Salesforce

– Data Access Checks — This ensures that the end user is allowed access to data when generating a tailored response

– Feedback Store to allow past success to guide future outcomes

– Audit Trail to help with compliance

One client, the Auto Club Group, has increased case resolutions by 20%, using Service GPT in its pilot deployment.

Another customer, CRS Temporary Housing, has used the email prompts in SalesGPT to “re-engage our customers quickly and easily, allowing our sales representatives to focus more on interactions with cases, and less on formulating emails,” says James Fee, CTO, CRS Temporary Housing

In addition, SumUp has deployed Service GPT to “empower our agents across 40 different countries to increase efficiency and lower operational costs,” says Bruno Fransoni, CRM and Support Channels PM of SumUp.

Fransoni adds: “Using Interaction Summarization alone, our teams have lowered their after call work by 50%, resulting in better overall customer support and shorter wait times.”

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Sourced from MediaPost

By Forrester

Generative AI (gen AI) was born on November 30, 2022, with the release of ChatGPT, and it’s been moving 100 miles an hour ever since, drawing in 100 million people and counting. As new and surprisingly powerful as gen AI is, we can already see how companies will incorporate gen AI capabilities into their businesses’ strategies and operations. Our experience with two earlier, explosive technologies show you how.

  1. The BYO explosion of the late 2000s taught us how to incorporate employee-led disruption. We learned that when employees brought personal technology to solve customer and business problems. We empowered, guided, and protected employees and the firm while taking advantage of the new value that personal technologies in business brought.
  2. The mobile, social, original internet explosions taught us how to respond to and take advantage of customer-led disruption. We built mobile apps to help customers in their mobile moments of need; we adopted social media communications to improve engagement and collaboration; and we tooled up to take full advantage of the business models shaped by the internet.

Technology executives should prepare for generative AI to follow both paths and sprint into your business through four doors:

  • Bottom-up. Some of the 100 million people already using generative AI work for you. As you learned in the BYOD era, employees will adopt any tool that makes them more successful. The hyperadoption of gen AI leads to rampant BYOAI adoption. You can’t stop them, not fully. Your job is to put up guardrails that protect the firm’s IP and teach the skills of responsible AI. You need guardrails because your company IP is at risk. Just like with the original onslaught of BYO, you need to tune in now and empower, guide, and protect employees and the firm. Sharpen your listening tools and network sniffers. Revisit and promote your responsible AI policies ASAP. Your response to BYOAI will shape your top-down approach to gen AI, because employees will have elevated their robotics quotient and will be ready to go.
  • Top-down. Gen AI will unlock the value of 10-plus years of investments in data, insights, and artificial intelligence, including machine-learning models. This is where your investments in trusted AI will pay off, because you’re ready to use them. Already, the hyperscalers and software-as-a-service platform providers have announced and will trickle release gen AI-infused applications. Already, service providers and you are using TuringBots to generate and test code. Already, you’re incorporating marketing content generated from text prompts to hyperpersonalize engagement. And soon, you’ll overhaul your usability with text-based interfaces to business and analytics applications. Every part of your business will have ideas on how to use generative AI, mostly to optimize, automate, or augment something. Some will be great. Pick the ones that are easiest, safest, and most practical to deploy first.
  • Outside-in. Customers’ expectations for what gen AI can do for them are rising faster than anybody can keep up with. Every day, there is a new application using gen AI to do something useful. The latest I saw was a “free” cover-letter generator using GPT-4. (“Free” means that they’re accumulating your job preferences to resell as insights.) Microsoft triggered the search wars with OpenAI in Bing, and Google is now full-on engaged with Bard. Already, in the US, 35% of Gen Zers and 25% of Millennials have used bots to help buy hard-to-find inventory. That bot habit will be supercharged with gen AI, raising expectations even higher. Your job starts by anticipating where customers’ adoption will directly affect your company. If a customer has a better idea of your product landscape than your salespeople, that’s not good. If they are getting gen AI-powered customer care from a competitor and not you, not good. If your competitors’ stuff is in a next-generation recommendation engine and yours isn’t, that’s not good. Just like with mobile, your response will be to ramp up your customer-facing gen AI capabilities inside-out.
  • Inside-out. As you move through the gen AI opportunity thicket, you will quickly identify ways to help customers and deliver more value with your own gen AI-infused applications. Customer care or empowering frontline employees will be an early payoff, we expect. But you’ll find opportunities to streamline customer onboarding, hyper personalize engagement, provide better customer self-service, and stimulate a new round of value creation like what was triggered by mobile apps. Sort the scenarios based on the readiness of your data, the impact you will have, and your confidence that you can anticipate and manage the costs that go along with gen AI licensing and computing. The technical architectures are still in flux, but we believe that it will incorporate layers of intelligence — some of yours, some from others, and some public — protected by control gates for inputs and outputs and piped together into gen AI-infused applications. This “layers, gates, and pipes” approach will help you scale, take advantage of all the capabilities, and give you intense visibility into how it’s going and where the costs lie.

By Ted Schadler

This post was written by VP, Principal Analyst Ted Schadler and it originally appeared here. Follow me on Twitter or LinkedIn. Check out my website

Sourced from Forbes

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Google today announced several tools to allow businesses to use generative AI as a way to discover and use corporate data. It also showcased how its productivity suite, Google Workspace, will incorporate AI to help write emails in Gmail and create marketing materials in Google Docs. Other apps include Sheets, and Slides.

The PaLM API, included in the announcement, is a way to build on top of Google’s language models. The API comes with an intuitive tool called MakerSuite that lets developers prototype ideas and, over time, it will have features that prompt engineering, synthetic data generation and custom-model tuning. Select developers can access the PaLM API and MakerSuite in Private Preview.

“We’re now at a pivotal moment in our AI journey,” Thomas Kurian, CEO of Google Cloud wrote in a post. “Breakthroughs in generative AI are fundamentally changing how people interact with technology — and at Google, we’ve been responsibly developing large language models so we can safely bring them to our products.”

The latest Gartner data shows that Google held 13.7% share of the global enterprise email and authoring market in 2021, with $3.4 billion in revenue. The analyst firm also expects the email and authoring market to grow to $27.9 billion in 2023.

AI will provide a platform to start, but Johanna Voolich Wright, Vice President, Product, Google Workspace, wrote in a post that is the technology is no replacement for the ingenuity, creativity, and smarts of real people.”

A list of AI-powered features that will come to Workspace apps in the future include:

  • Draft, reply, summarize, and prioritize your Gmail
  • Brainstorm, proofread, write, and rewrite in Docs
  • Bring your creative vision to life with auto-generated images, audio, and video in Slides
  • Go from raw data to insights and analysis via auto-completion, formula generation, and contextual categorization in Sheets
  • Generate new backgrounds and capture notes in Meet
  • Enable workflows for getting things done in Chat

Google’s news comes in advance of Microsoft’s virtual Future of Work with AI event on Thursday.

Microsoft Germany CTO Andreas Braun said last week the event will likely include the release a multimodal GPT-4, which OpenAI released today, as well as a ChatGPT upgrade for Microsoft 365 applications such as Word and Outlook.

Some media sites have already reported that Microsoft GPT-4 will be “multimodal” to allow AI to translate a user’s text into images, music, and video. A call canter, for example, could use the AI program to automatically convert phone conversations between employees and customers into text, according to one report.

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Sourced from MediaPost