AI: Salesforce and Slack leading the charge
AI: Salesforce and Slack leading the charge

The AI Hype Train: Salesforce and Slack Leading the Charge

Artificial Intelligence (AI) has become one of the most talked-about technologies in recent years. From transforming business operations to enhancing customer experiences, AI’s potential seems limitless. But what exactly is the hype about? How are companies like Salesforce and Slack utilising AI to revolutionise the way we work? Let’s dive in to explore the buzz, the tools available, and how we can use AI effectively to reap its benefits.


What’s the Hype About?

The excitement surrounding AI stems from its ability to automate tasks, analyse massive amounts of data, and provide insights that were previously unattainable. AI’s capabilities extend beyond basic automation; it can learn and improve over time, making it a powerful tool for innovation.

For instance, Salesforce has integrated AI into its platform to help businesses understand their customers better and predict future trends as well as AI powered search and generative functions. 

Similarly, Slack, the premier collaboration tool, uses AI to enhance and streamline your workday with generative capabilities such as AI-powered search, conversation summaries and recaps, making team collaboration more efficient and freeing up time in your work day.


AI Tools Available in Salesforce and Slack


Salesforce’s AI Features:

  • Einstein AI: Salesforce’s AI platform allows businesses to create tailored, predictive, and generative AI experiences that enhance customer interactions and operational efficiency.
  • Sales AI: Optimizes sales workflows by generating emails, summarising sales calls, and providing actionable insights to boost productivity and close deals faster.
  • Customer Service AI: Enhances customer service by offering relevant information, summarising resolutions, and building comprehensive knowledge bases to improve support quality.
  • Marketing AI: Drives engagement by crafting personalised customer journeys and automating outreach efforts for targeted marketing campaigns.
  • Commerce AI: Delivers personalised shopping experiences through product recommendations and automated descriptions, increasing customer satisfaction and sales.
  • Einstein Trust Layer: Ensures AI deployment adheres to privacy, security, and ethical standards, fostering trust and compliance.


Slack’s AI Features:

  • Slack AI-powered search – Slack AI searches the projects, teams and topics that are already in Slack to find what you need. AI-powered searches can be performed in more natural language like asking a question rather than searching just for keywords.
  • Summarise Conversations – This function gives the ability to summarise unread conversations or conversations over a date range with a click of a button. This allows you to catch up quickly and efficiently. This is ideal if you’ve joined a project halfway through, for new employees joining your organisation or to get back up to speed quickly with what you might have missed when you’ve returned after time off!
  • Daily Recaps – Get a daily recap of messages missed. Perfect for staying informed on channels that you can’t always look out for, freeing up time and keeping sidebars tidy.
  • Upcoming features – at the recent World Tour Essentials Melbourne we were teased with some great AI features in development that will hopefully help when released, such as improved integration across Salesforce and Slack with record based channels and extending Einstein copilot across both platforms, natural language workflow creators and more.


How to Use AI Effectively

To harness AI’s full potential, it’s essential to integrate it thoughtfully and strategically into your business processes. Here are some steps to use AI effectively:

  • Identify Pain Points: Determine the areas in your business where AI can provide the most value. This could be in customer service, sales, marketing, or internal operations.
  • Leverage Existing Tools: Utilise the AI tools provided by platforms like Salesforce and Slack. These tools are designed to be user-friendly and can be implemented without extensive technical expertise.
  • Train Your Team: Ensure your team understands how to use AI tools effectively. Provide training and resources to help them get up to speed.
  • Monitor and Optimise: Continuously monitor the performance of AI tools and make adjustments as needed. AI systems learn and improve over time, so it’s crucial to stay engaged with the technology.


How AI Can Help You

AI can significantly enhance various aspects of your business. Here are some examples:

  • Enhanced Customer Experiences: With Salesforce Einstein, businesses can predict customer needs and personalise interactions, leading to higher satisfaction and loyalty.
  • Increased Efficiency: AI efficiency initiatives in Slack can help gain time back in the work day allowing your team to focus on more strategic initiatives.
  • Better Decision-Making: Advanced analytics provided by AI can uncover insights that inform better business decisions, from marketing strategies to product development.
  • Declutter your day: AI features in Slack can streamline your collaboration, decluttering and reducing noise to give you back time during your day.


Concerns for Security of Data and Ethical Use of AI

While AI presents immense opportunities, it also brings significant concerns regarding data security and ethical use. Addressing these concerns is crucial to ensure trust and compliance.

Data Security:

The Einstein Trust Layer is a comprehensive suite of features designed to safeguard data privacy and security, enhance AI result accuracy, and ensure ethical AI use within Salesforce. It includes dynamic grounding, zero data retention, and toxicity detection, enabling the safe and responsible deployment of generative AI while maintaining high safety and security standards.

In Slack, customer data never leaves Slack, large language models (LLMS) are not trained on customer data. Everything runs on Slack’s secure infrastructure, meeting the same compliance standards as Slack itself.


Ethical Use of AI:

Salesforce and Slack have developed a set of Tenets of Trusted, Ethical, and Humane AI, principles that guide all of their AI driven innovations. They are:

  • Responsible: Salesforce prioritises safeguarding human rights, data protection, and policy enforcement against misuse, expecting customers to adhere to responsible AI use and their agreements.
  • Accountable: They commit to accountability towards customers, partners, and society, seeking independent feedback for continuous improvement and harm mitigation.
  • Transparent: They ensure customers understand AI-driven recommendations to make informed decisions, identify unintended outcomes, and mitigate harm.
  • Empowering: Salesforce aims to augment human abilities with AI, creating technology that enhances productivity and impact.
  • Inclusive: They advocate for AI that represents diverse values, advancing diversity, equality, and equity.


Embrace the change

The hype around AI is well-founded, given its transformative potential across various industries. Companies like Salesforce and Slack are at the forefront of this revolution, offering powerful AI tools that enhance customer experiences, streamline operations, and improve decision-making. By understanding and effectively integrating these tools into your business processes while addressing security and ethical concerns, you can unlock significant value and stay ahead of the competition. Embrace the AI revolution and see how it can propel your business to new heights.

Interested in trying AI tools in Salesforce or slack?

Are you ready to unlock the full potential of AI for your business? Whether you’re just starting or looking to optimise your current AI tools, we’re here to help. Contact us today for personalised guidance and solutions tailored to your unique needs. Our team of experts is ready to assist you in navigating the exciting world of AI, ensuring you leverage its capabilities effectively and ethically. Contact us to get started!