All of this is part of a massive vision Salesforce is unveiling that deeply integrates generative AI into almost everything a company does, from sales to service to ...
It’s a bold and comprehensive vision, but there is competition from other major software vendors such as IBM.
That said, AI is often best applied in scenarios where there is scarcity or limited reach. An example is the AI-generated minor league baseball stories that the Associated Press startedin 2016: there was insufficient demand for these stories to justify a human writer’s time.What I saw from Salesforce’s new generative AI service and support products look to help service personnel vastly scale both the number of people they can help simultaneouslythe quality of the help they can provide.
Not everyone is convinced that AI is ready for prime time. A few executives and founders I talked to mentioned that generative AI in particular still suffers from hallucinations, with one mentioning the fictitious legal precedents that one unfortunate lawyer acquired from GPT-4, used in court, and is being censured for. Others suggested that over-reliance on AI systems risks losing human expertise, or risks allowing AI-driven bias to infiltrate corporate decision or communications.
“In the world of AI, it's never been more important that the first and foremost value is trust,” she said. “Trust in our products, our people, trust that we will always do the right thing together.”
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