Salesforce launches AI innovations and new app

image of computer AI chip | Salesforce

Salesforce has launched AI and data innovations in Sales Cloud, including embedded AI assistant Copilot for Sales, to empower sales representatives, leaders and operations teams to sell more efficiently throughout the sales process.

These innovations provide sellers with a variety of AI-powered tools to streamline research and manual tasks like summarizing meetings and creating emails. The new capabilities also connect real-time internal Salesforce and external data to build prospect lists, identify buyer intent and optimize performance indicators as well as enable sellers to bring Sales Cloud directly into Outlook, Gmail and their web browsers.

New capabilities will be available in the newly integrated Salesforce Sales Cloud Unlimited Edition+ offering, promising a simplified way to buy and consolidate sales tech stack.

Ketan Karkhanis, EVP and general manager, Sales Cloud, Salesforce said: “A solid data foundation can unlock AI for all sellers. Built on real-time, connected data, Salesforce’s innovations integrate powerful AI to support every step of the sales journey. This means that sales teams can shift their attention from processes to connecting with people, giving them more time to focus on what they do best – selling.”

In addition to this, Salesforce has also launched Service Intelligence, a new analytics app for Service Cloud designed to boost productivity, cut costs and enhance customer satisfaction.

Powered by Data Cloud, Service Intelligence gives users access to all of their data directly within Service Cloud, eliminating the need to toggle between screens for information. Pre-built, customizable dashboards inside Service Intelligence provide a view of essential metrics like customer satisfaction and individual and team workloads.

With Einstein Conversation Mining, service professionals can use AI to analyze customer chat and email conversations to uncover insights, like specific challenges customers face during service interactions, assess the likelihood of complaint escalation and proactively address the issue with the customer.

Service Intelligence includes pre-built service dashboards, Einsein Conversation Mining and Tableau integration to allow users to jump from a Service Intelligence dashboard directly into data exploration in Tableau with a single click.

Ryan Nichols, SVP and GM of Service Cloud, Salesforce, said: “With Service Intelligence driven by AI, companies can bridge the gap between data and action, turning raw data into valuable customer insights. This empowers service professionals with the right information to deliver on their core mission – delivering exceptional customer experiences.”