IBM and Salesforce collab to rally businesses toward AI adoption

A human hand working on a project while 3 ghostly AI hands help out : IBM Salesforce

IBM Consulting and Salesforce have announced a collaboration to help businesses worldwide accelerate their adoption of AI for CRM. Together, the tech giants will support their joint clients to revolutionize customer, partner and employee experiences, while safeguarding data.

With its industry expertise and innovative delivery models, IBM will guide clients through the adoption and deployment of Salesforce AI technologies with its IBM Garage methodology, an operating model for business transformations. IBM Garage includes rapid use case ideation and prioritization, an open, multi-model approach to selecting architectures and training, as well as scaling models to unique business needs.

This approach is designed to drive efficient integration across Salesforce’s AI technologies – including Einstein, Sales Cloud, Service Cloud, Marketing Cloud and Slack.

Business transformations will be accelerated and through hybrid cloud and AI technologies, will leverage an open ecosystem of partners. IBM’s 160,000 consultants have already embraced an open way of working and have applied IBM Garage to scale ideas into outcomes.

Joint clients can now additionally effectively deploy Salesforce’s AI tools and IBM’s watsonx, an enterprise-ready AI and data platform designed to embrace open standards, to reveal the data locked in back-end systems and create better user experiences.

IBM Consulting Managed Services for Salesforce gives shared clients access to a suite of AI experience and implementation accelerators, helping customers deploy, scale and enhance Salesforce. As an example, IBM Data Classifier, an AI-powered application trained on industry-specific data models, can help to reduce the data mapping process.

Matt Candy, global managing partner, generative AI, IBM, said: “We see how the need to increase employee productivity while simultaneously elevating the customer experience with speed, personalization and convenience has surged exponentially.

“Through our collaboration with Salesforce, we can help empower enterprise clients to scale and accelerate the adoption of generative AI that will support them to meet their business needs.”

IBM has leveraged generative AI through Salesforce, Slack and IBM watsonx for its own transformation journey to create a 360-degree customer experience, offering client service and sales organizations an holistic view into the client journey. Additionally, IBM has used Salesforce’s open API architecture to infuse IBM Watson Assistant into Salesforce Customer 360.

Steve Corfield, EVP and GM, global alliances, channels and emerging products, Salesforce, said: “Companies are embarking on a transformative journey fueled by generative AI. Salesforce partners like IBM Consulting play an important role in helping businesses use Salesforce’s AI, data and CRM technologies to connect with their customers on a new level.

“Bringing Salesforce and IBM innovations together will help transform the way companies deliver personalized, engaging experiences.”