How To Build an AI Enterprise in 5 Steps | Salesforce Explained

Summary

In this episode of 'Salesforce Explained,' Brian Tong outlines the steps for businesses to become AI enterprises, emphasizing the importance of integrating AI across all operations. He introduces 'Einstein 1,' a comprehensive Salesforce platform that unifies customer data, integrates apps, and scales trusted AI. By creating a Customer 360, unlocking data, and fostering a data-driven culture, companies can leverage AI to enhance productivity, improve customer relationships, and make informed decisions. Ultimately, the goal is to collaborate with AI, turning it into a valuable team member that transforms business operations.

Takeaways

• 🚀 The AI revolution is transforming businesses into AI Enterprises, enhancing customer relationships, productivity, and profitability.
• 💼 Becoming an AI enterprise isn't dependent on company size; it means prioritizing AI-assisted operations across the entire business.
• 🔗 The first step to becoming an AI enterprise is creating a customer 360 with 'Einstein 1,' enabling a unified view of customers across all departments.
• 📊 Integrating apps and unlocking data are crucial for avoiding data silos and making customer 360 more effective.
• 🛡️ Scaling trusted AI across the business is essential, ensuring that sensitive data remains secure and under control.
• 🤖 'Einstein' co-pilot is a powerful assistant embedded in Salesforce products, offering AI-driven task automation across departments.
• 👥 To be successful, an AI enterprise must cultivate a data-driven culture, enabling all employees to make informed decisions using AI analytics.
• 💡 'Einstein' AI empowers non-experts to become data-savvy by providing accessible insights and analytics.
• 🔍 Collaboration with AI through conversational interfaces like Slack is the final step in becoming an AI enterprise, making AI a valuable team member.
• 🎯 'Einstein' AI turns into an indispensable part of the team, driving collaboration, action, and decision-making across the entire business.

Q & A

What is the significance of transforming into an AI enterprise?

Transforming into an AI enterprise is key to improving customer relationships, productivity, and margins by integrating AI-assisted ways of working across the entire business.

Does becoming an AI enterprise mean you are in the business of artificial intelligence?

No, becoming an AI enterprise does not mean you're in the business of artificial intelligence. It means prioritizing AI-assisted ways of working and integrating trusted AI across the entire business.

What is the first step in becoming an AI enterprise according to the script?

The first step is to create a customer 360 with ‘Einstein 1,’ which ensures that everyone in every department has a shared view of the customer.

Why is it important to have a shared view of the customer across all departments?

A shared view of the customer allows all departments to access the same data, leading to better personalization and improved customer relationships.

What problem does ‘Einstein 1’ solve in terms of data management?

‘Einstein 1’ solves the problem of disconnected data by sharing data between all its apps and using connectors to bring in data from any external source, making the customer 360 more powerful.

How does Salesforce ensure that AI remains trusted and safe for businesses?

Salesforce ensures that AI remains trusted and safe by keeping data under the company's control, avoiding the risk of sensitive customer data being accessed by third parties.

What is the role of ‘Einstein’ co-pilot in an AI enterprise?

‘Einstein’ co-pilot acts as a powerful assistant built into Salesforce products, helping employees across all departments by generating tasks like custom marketing campaigns or writing product descriptions.

How does ‘Einstein’ co-pilot improve productivity and customer relationships?

‘Einstein’ co-pilot improves productivity by handling tasks and freeing up employees to focus on other important work, while also enabling personalized customer interactions, leading to better relationships.

What does creating a data-driven culture with AI analytics involve?

Creating a data-driven culture with AI analytics involves visualizing data, gaining insights, and making decisions based on those insights, all of which can be done by any employee with the help of ‘Einstein’ AI.

What is the final step in becoming an AI enterprise, according to the script?

The final step is to start collaborating with AI by using ‘Einstein’ co-pilot in conversational language within Slack, allowing it to take actions like updating CRM records or summarizing information.

Outlines

00:00

🚀 Transform Your Business into an AI Enterprise

This paragraph introduces the concept of an AI revolution and emphasizes the importance of businesses evolving into AI enterprises to improve customer relationships, productivity, and margins. It highlights that achieving this transformation requires more than just adopting a random chatbot; there are critical steps to follow. The speaker, Brian Tong, sets the stage for the discussion in 'Salesforce Explained,' clarifying that becoming an AI enterprise is not about size or being in the AI business but about integrating AI-assisted practices throughout the organization.

05:00

🧠 What It Means to Be an AI Enterprise

This paragraph defines an AI enterprise as a company that prioritizes AI-assisted operations across the business, using trusted AI to enhance both internal operations and customer interactions. The paragraph explains that becoming an AI enterprise is achievable with the right tools, such as 'Einstein 1,' Salesforce's integrated platform that combines CRM with AI and data. The first step in this transformation is creating a 'customer 360' to ensure that all departments have a unified view of the customer, enabling personalized and efficient customer interactions.

🔓 Unlocking Data and Integrating Apps

The focus here is on the importance of unlocking data and integrating applications to avoid data silos that hinder effective customer insights. Many companies use numerous disconnected apps, leading to isolated data that can't be fully utilized. 'Einstein' addresses this by sharing data across Salesforce apps and integrating external data sources, making the customer 360 more powerful. This integration allows teams across the business to quickly access and act on data, enhancing the overall effectiveness of AI-driven operations.

🛡️ Scaling Trusted AI Across the Business

This paragraph discusses the importance of scaling AI across the entire business in a trusted manner, ensuring that sensitive data remains secure. Salesforce's AI, specifically 'Einstein' co-pilot, is designed to keep data under the user's control while being easily accessible to all employees. The AI, grounded in the business's data, can perform tasks like generating marketing campaigns or writing product descriptions. This integration across departments leads to increased productivity and better customer relationships by allowing employees to personalize interactions more efficiently.

📊 Creating a Data-Driven Culture with AI Analytics

The paragraph emphasizes the importance of fostering a data-driven culture using AI analytics. It reassures that companies don't need to hire data experts, as 'Einstein' AI enables all employees to access and act on data insights. For example, the AI offers proactive insights to marketers and sales teams, making data analysis accessible and actionable. This shift allows every employee to make informed decisions, moving the company closer to becoming a fully-fledged AI enterprise.

🤝 Collaborating with AI: The Final Step

The final paragraph outlines the last step in becoming an AI enterprise: collaborating directly with AI through conversational interfaces like Slack. With 'Einstein' co-pilot integrated into Slack, employees can interact with the AI in natural language, asking it to update CRM records or find information. This integration makes the AI not just a tool but a valuable team member, capable of taking action across sales, service, marketing, and commerce, ultimately solidifying the company's transformation into an AI enterprise.

Keywords

💡AI Enterprise

An AI Enterprise is a company that prioritizes AI-assisted ways of working across its entire business operations. It integrates AI into customer interactions, productivity, and decision-making processes. In the video, becoming an AI enterprise involves steps like creating a customer 360 view, unlocking data, and scaling AI to enhance business performance and customer relationships.

💡Customer 360

Customer 360 is a comprehensive view of a customer, allowing businesses to see all interactions across various departments, such as sales, service, and marketing. In the video, this concept is central to becoming an AI enterprise, as it ensures that every department has the same shared understanding of the customer, leading to better personalization and customer relationships.

💡Einstein 1

Einstein 1 is Salesforce’s integrated platform that combines CRM tools with AI and data to help businesses become AI enterprises. It supports the creation of a customer 360 by connecting various apps and unlocking data, making it easier for businesses to personalize interactions and scale AI across their operations.

💡Trusted AI

Trusted AI refers to AI systems that are secure, reliable, and do not compromise sensitive data. The video emphasizes the importance of using trusted AI to ensure that customer data remains under control and is not exposed to third parties, which is crucial for maintaining customer trust while leveraging AI for business operations.

💡Data Integration

Data Integration involves connecting various applications and systems to ensure that data is accessible and usable across the entire business. In the context of the video, it is a vital step in becoming an AI enterprise, as it helps break down data silos and enables the creation of a more powerful customer 360 by making all relevant data available for AI to act upon.

💡Einstein Co-pilot

Einstein Co-pilot is an AI-powered assistant embedded in Salesforce products that helps employees with tasks by providing contextual AI-driven insights. It is a key tool in the video’s narrative, enabling employees to be more productive and to make better decisions by having AI assist them across various departments, including sales, marketing, and service.

💡Data-Driven Culture

A Data-Driven Culture is one where decisions are made based on data and insights derived from it, rather than intuition alone. The video highlights this as a critical component of an AI enterprise, where AI analytics are used to empower employees with insights that help them understand trends and make informed decisions, regardless of their data expertise.

💡AI Analytics

AI Analytics refers to the use of AI to analyze data and provide actionable insights. In the video, it is a step towards becoming an AI enterprise, where AI analytics help businesses visualize data, gain insights, and make better decisions. It democratizes data analysis by making insights accessible to all employees, not just data experts.

💡Personalization

Personalization in this context means tailoring customer interactions based on the comprehensive data and insights available through AI. The video discusses how a customer 360 enables businesses to personalize every interaction, improving customer relationships by understanding and responding to each customer’s specific needs and history.

💡Scalability of AI

Scalability of AI refers to the ability to deploy AI across the entire business, affecting all departments and operations. The video stresses the importance of scaling AI to ensure that it is not just used in isolated cases but integrated into every aspect of the business, from customer service to marketing, thereby driving overall efficiency and better customer engagement.

Highlights

The AI revolution is transforming businesses into AI enterprises, which is key to improving customer relationships, productivity, and margins.

Becoming an AI enterprise doesn't mean you're in the AI business; it means prioritizing AI-assisted ways of working across the entire business.

The first step in becoming an AI enterprise is to create a customer 360 with 'Einstein 1,' integrating CRM tools with trusted AI and data.

Customer 360 allows all departments to have a shared view of the customer, enabling personalized and efficient customer interactions.

'Einstein 1' solves the problem of disconnected apps by sharing data across all apps and integrating data from external sources, enhancing customer 360.

Scaling trusted AI across the entire business ensures that sensitive customer data remains under control and is safe from third-party risks.

'Einstein' co-pilot is a powerful assistant embedded in all Salesforce products, helping employees become more productive by automating tasks.

AI analytics, driven by 'Einstein,' allows businesses to visualize data, gain insights, and make informed decisions without needing a team of data experts.

Employees can act on customer data and insights directly within their work environment, such as Slack, through 'Einstein' AI.

The final step in becoming an AI enterprise is collaborating with AI, allowing employees to interact with the CRM through conversational language.

'Einstein' AI becomes a valuable team member, capable of performing tasks and providing insights across sales, service, marketing, and commerce.

'Einstein' co-pilot in Slack enables real-time collaboration and action-taking, enhancing the efficiency of business operations.

AI-driven customer 360 personalization can greatly improve customer relationships by providing a complete view of customer interactions.

Unlocking data and integrating apps are crucial steps in leveraging AI across the business for enhanced decision-making and customer insights.

Creating a data-driven culture with AI analytics ensures that every employee can access and utilize insights to improve business outcomes.

Transcripts

It's no secret that we are in an AI revolution

and businesses that want to harness the power of artificial intelligence

need to fundamentally transform themselves into AI Enterprises,

because that is the key

to improving customer relationships, productivity and margins.

But listen,

you're not going to get there by downloading some random chat bot.

There are a few simple but critical steps that you need to take first.

I'm Brian Tong,

and this is “Salesforce Explained”

Now becoming an AI enterprise

has nothing to do with how big you are,

and it doesn't mean you're in the business of artificial intelligence.

So what does it mean?

Simply put, an AI enterprise is a company that prioritizes

AI-assisted ways of working across the entire business,

and augments its operations and customer interactions with trusted AI.

And now you're probably saying:

“Okay, but how do I do that, Brian?”

Well, it's not as hard as you might think.

In fact, you can get started right now with “Einstein 1”.

“Einstein 1” is the entire portfolio of Salesforce products

that brings together CRM tools,

with trusted AI and data

on one integrated platform.

And the very first step

in becoming an AI enterprise,

is to create a customer 360 with “Einstein 1”.

Because you need everyone,

in every department,

to have the same shared view of your customer.

So, for example,

your customer service team isn't just looking at a customer support case.

They can also see that customer's interactions with sales or marketing.

And sellers can see if a customer has open support cases,

or if they've been to the website.

It's that level of personalization

that can greatly improve customer relationships.

But that customer 360 only works

if you have all the data

and can see absolutely everything you know about that customer.

So the next step in becoming an AI enterprise

is to unlock your data

and integrate your apps.

Companies use thousands of apps, and most of them,

like 70% of those apps,

are completely disconnected.

That data ends up siloed where somewhere you can't see it

and someone else can't use it. It's all separated.

Well, “Einstein” solves that by sharing data between all its apps

and then using a library of connectors

to bring in data from any other external source,

no matter where it's stored or what format it's in.

That makes your customer 360 even more powerful because

teams across your business

can quickly access and take action on that data with AI.

And here's where your customer 360

and all that data get put to use,

because the next step in becoming an AI enterprise

is to scale trusted AI across your entire business.

And when we say trusted,

we mean AI that doesn't put your sensitive data at risk.

Whenever you use Salesforce AI,

your data remains under your control,

which is extremely important because

you don't want sensitive customer data

in the hands of some unknown third party.

And not only is it safe,

it's accessible.

Anyone can use “Einstein” co-pilot,

the powerful assistant

built directly into all Salesforce products.

And because you took the time

to build out your customer 360 first,

“Einstein” is grounded in your data

and knows the context of your business.

So it can actually take action on your tasks at work.

It can do things like generate custom marketing campaigns,

or write product descriptions.

And it does this across every department.

So that means it can tell a sales rep

which leads they should follow up with,

but it will also let them know

if the customer has an open service ticket

that needs to get resolved first because it sees that data too.

Now, all of this

can make your employees more productive because “Einstein” co-pilot

is always there helping out.

So they have more time

to focus on other tasks,

and it leads to better customer relationships

because they can quickly and easily personalize every customer interaction.

Okay, so you've got your customer 360,

you've unlocked your data,

and everyone is using the same AI copilot.

But you're not quite there yet.

If you want your AI enterprise

to be a long term and successful investment,

there are just a couple more things that need to happen.

And the next step

is to create a data-driven culture with AI analytics.

So you can visualize your data, get insights from it,

and more importantly, make decisions with it.

Now you might be thinking:

“Great, so I have to hire a bunch of data experts”.

No! You don't,

you already have them because

“Einstein” AI lets anyone become

a data expert

by putting insights that are accessible and easy to digest

in front of every employee, wherever they're working.

For example,

the AI will proactively offer insights to marketers

to help them understand current marketing trends,

and the sales team can look at how their metrics are performing

and get top insights right there in Slack.

Now, if they want more context,

they can open up a detailed view with one click.

Once every employee can use AI to analyze and act on all your customer data,

then you've almost become an AI enterprise.

Almost?

Well, look, you've made progress,

some serious progress,

you built a customer of 360,

unlocked your data,

scaled AI across your entire business,

and now you're getting amazing insights

from that data and AI.

But there is just one final step in becoming an AI enterprise.

It's time to actually start collaborating with AI

and talking directly to your CRM.

“Einstein” co-pilot is right there in Slack,

you can chat with it in conversational language,

and since it's one persistent co-pilot

that knows the context of your entire business,

it can take action for you across sales,

service,

marketing,

and commerce directly in Slack.

Just chat with the co-pilot

and ask it to do things like

update CRM records

or search and summarize any information you're looking for.

Now, at that point,

“Einstein” AI isn't just a tool,

it's a really valuable member of your team.

And honestly,

you're probably wondering how you ever got by without it.

And that is what it means to be an AI enterprise.

Okay.

That is all for this episode of Salesforce Explained.

Hit the link on your screen to learn more.

We'll also put a few resources for you in the description below.

Thanks so much for watching,

and we'll see you next time.