How To Drive Productivity with AI in Salesforce's Einstein 1 Platform | Now Everyone's an Einstein

Einstein 1. You might have heard about it at Dreamforce.

We're going to add our Einstein platform.

Einstein One Platform the Einstein One Platform.

This Einstein One platform is very exciting. We want to build at Salesforce the.

Trusted AI platform for customer companies. The Einstein One platform is the trusted AI platform for customer companies and it's the most significant and most complete upgrade to the Salesforce platform in the history of Salesforce. Simply put, we've spent the last two years building on our foundation of data, AI, CRM and trust to deliver a platform to our customers that future proofs their customer relationships and gives them the fastest path to value from AI. Welcome to now everyone's in Einstein, a virtual event from Salesforce made possible by our latest innovations in AI. I'm Nicole Smayling and let's jump into how the Einstein One platform works and what specifically is new. It starts, as always, with our mission. Salesforce helps deliver a single source of truth with a 360 degree view of all customer interactions. This mission has never been more important as data rapidly grows and companies try to capture the incredible promise of and value of AI. In fact, every company is turning to AI to improve productivity and deliver awesome customer experiences. But a key challenge gets in the way. Most companies can't leverage their data the way they'd like to because it's spread across disconnected islands. Data is the fuel of a modern business. When data isn't connected correctly, no amount of AI automation or personalization will work. Disconnected data leads your business to taking actions that may not be right for your customers. Businesses that solve this problem are the ones that will succeed in transforming with AI and outpacing their competitors. That's why we introduced the Einstein One platform. It's one platform that connects all of your customer data for all of your customer experiences in a way that's integrated, intelligent, automated, easy to customize and open. Let's talk about each of these. First, the Einstein One platform is one of the biggest platform updates we've ever made. Now, all of our core applications like sales, service, marketing and commerce, as well as our data cloud are integrated and native to our platform. Changes you make in one app are immediately available everywhere, giving everyone a complete 360 degree view of their customers. To make this change, we rewrote our entire metadata framework. Instead of having islands of disconnected data, data is accessible from one platform, even data outside your CRM. Now all your applications are speaking the same language. This gives you a comprehensive single source of truth for each of your customers. And with data cloud natively built in you can action all of your data at scale. We're talking trillions of records. Data Cloud can harmonize all of your data, even if it's in other data lakes, into unified profiles. The platform treats all of your data as if it's stored locally. Once your data is accessible from Data Cloud, you can view it in your salesforce, apps, reports and dashboards, and even trigger automations, improving business efficiency and providing richer insights. The Einstein One platform is intelligent. It helps you understand your customers and business better than ever before. It's our built in artificial intelligence that helps make everyone smarter. Einstein's easy to use. AI tools help everyone on your team share relevant insights, make predictions and generate new content from your customer data. Now everyone from sellers to agents, marketers and more can use AI in context to make better decisions and improve customer experiences. Just talk to Einstein like you would a best friend. A really helpful one. Our new Einstein one Copilot provides a conversational interface where Einstein can take action on your behalf. For example, sellers can ask Einstein to generate the perfect email for a specific customer. And service agents can ask Einstein to find solutions faster than searching themselves. We also know every company has unique business needs and customer needs too. That's why we've created our new Einstein one Copilot studio. It lets you extend Einstein Copilot to meet those business needs. With Copilot Studio, you could teach Einstein new skills. For example, when you have a specific request, you can teach Einstein to follow a set of steps like running a workflow and then taking an action as part of Einstein's response. Work with confidence no matter what your needs are. Thanks to the Einstein Trust layer, it respects your data privacy while you use large language models or LLMs. Choose the LLM you want your own, a popular third party, or ours. When you use it, we'll tell the LLM to forget your prompt with zero retention. And we use data masking to ensure that the LLM never sees your private data. We also take action to ensure great outputs through toxicity detection and audit trails. This is all possible through our secure LLM gateway. Now that we've covered AI, let's talk about automation. The Einstein one platform is designed to help you automate to maximize your productivity. With Flow, you have one low code workflow engine with a single user interface. You can use Flow to orchestrate and deploy automated workflow across all our products at any system, eliminating repetitive tasks so you can work faster. And best of all, Flow is backed by a huge community that's using it to automate 1.2 trillion tasks every month. Speaking of the Salesforce community, we've designed the platform so that anyone can personalize their CRM experience or build their own CRM apps. No matter what your skill level is, you can use no code, low code and pro code tools to extend the platform and innovate faster. Finally, the Einstein One platform is open. It's supported by an extensive community of experts who can help you get the most out of your Salesforce investment. The Einstein One platform is the next generation of Salesforce with data, AI, CRM and trust, delivering a single source of truth for all your customer information. Use it with Customer360, our portfolio of products and services, and start connecting with your customers in a whole new way. So what does this mean in practice? How can you apply it every day? Let's take a closer look with the help of a couple demos. Over to you, Tarana.

Thanks, Nicole. Hi, I'm Tarana and I'm gonna show you how to deliver impactful AI driven experiences with the Einstein One platform and the power of data, AI, CRM and trust. All right, let's jump right in. A sales rep at Northern Trail Outfitters wants to send an outreach email for a new camping product line. With the power of Einstein by their side, they can wave goodbye to time consuming generic emails and say hello to emails that feel personalized. The sales rep can simply choose a prompt template to create a well crafted email grounded in customer data context. So what did the experience look like before having this unified view? Well, it looked like this. This Salesforce record shows inaccurate but limited view of Tim, missing key website data and data from other external systems. Let's walk through the steps of how NTO was able to gain a truly unified view of tim. First, you start by bringing data from any Salesforce or external systems using the power of Mulesoft and Data Cloud. Once connected, all that data will be loaded into the Data Lakehouse where you can harmonize, analyze and activate it. Data Cloud helps us map the incoming data streams into one or more data models. These data models are special because they provide a shared definition of our data that we can use to resolve differences between systems. And together these data models form a graph that helps us understand the shape of our data, which we can then use to create that unified view of our customer. Now that the data is unified and harmonized, let's go back to the customer profile to see what the experience looks like. We now have so much rich data about Tim coming from sales service, marketing and our external systems, all accessible natively in Salesforce. You can see that Tim purchased camping products. He still has a hoodie left in his cart and he clicked on an ad about backpacking on the website. All of this is critical data that can help provide impactful experiences for Tim. And look at this. Einstein has generated a customized outreach email for Tim, taking into account his specific interests and including promotions based on past buying habits. And that's just one of the many ways you can unlock productivity with Einstein one, the trusted AI platform for customer companies. Now Kush is going to show you why that works so well.

Thanks Tarana. We just saw how a sales script can create a highly personalized email for Tim with a single click using Einstein. Let's now show you how Prompt Builder enabled that. Hi, my name is Khush and I'm a product manager on the team. We'll start by creating a prompt template of type email and selecting the objects we want to associate this template to. Next, we'll craft the instructions for the PROM template and as part of this process, we'll make the AI smarter by grounding the PROM template with data, starting with a few merge fields. Then we'll use Flow to further ground the template. And this is where we get to really educate the AI. Let's go behind the scenes. Through Flow, we can pull in data from anywhere, whether inside or outside of Salesforce to provide the prompt template with richer and more contextual data, as in this case where we're looking at the customer's order history to offer a personalized discount. Now back in Prom Builder, admins can also specify instructions to shape the tone and voice of the AI responses. Finally, let's select a contact and execute our prompt template to see what the resolved or actual prompt into the AI looks like with all of the data about the contact and also preview the response or personalized email for that contact. Now we just did all of this while ensuring the highest levels of trust possible through our zero data retention policies with our AI partners and rich toxicity filters. Prompt Builder is now available in pilot, will be generally available early next year and we are confident you'll love it.

Okay, you've seen how the Einstein one platform is making everyone at your company more productive. Well, we're extending this to your developers as well. Let's take a look. Salesforce Code Builder empowers developers of all levels to build and customize Salesforce applications seamlessly and in a cloud based, user friendly and collaborative environment. With generative AI, we believe that we can push the needle even more to provide natural language assistance to our developers. Let's See how we're on the accounts page where we need to add a map to visually represent key contacts associated with this account. Well, let's build it from within Code Builder. We can start prompting Einstein in natural language. Einstein uses the right LLM for the right task for code generation. We use Salesforce's own LLM to auto generate Salesforce code based on the developer's prompts and customer data. As you can see here, Einstein automatically created our Apex method implementation to get the contacts list that can be invoked from a map lightning web component. Einstein also helps developers adhere to to development best practices by generating the complete test class for your method implementation, ensuring your code is reliable. And the result? We've got our map component built faster than ever before. And that is how Einstein for developers can improve developer productivity to release faster and create experiences that their customers can trust. Nicole, back to you.

Thanks Tarana. Now to give you an even better picture of how this works in action, I want to introduce you to a Salesforce customer who's already using the Einstein one platform. Let's see how they are harnessing the power of AI to connect with their customers in a whole new way.

It's all about personalizations. This day you don't expect to switch on the TV and find three channels where you don't have the opportunity to pick and choose what you want to watch. And the same goes with the shopping experience. This is what we were trying to solve to personalize the customer journey.

Here at Gucci Client Services we are looking to increase the connection bringing the human touch to every interaction that we can with our customers. We needed to find a way to improve on the responses when talking about the product, but also keeping consistency with that tone of voice that is Gucci across a whole team. You know I'm not sure what tools are out there, but something to really impact the team as they communicate to the customer.

We started working with Salesforce science department on an AI tool that is able to augment advisors capabilities.

It was a bit far fetched as a project. I didn't know. I mean it was a new animal, right? I was like okay great. But what is the end game of it?

Why we settled on Einstein? It is multifaceted. What Einstein does is collaborate actually with the advisor and improve the way that the responses are given. Keeping the human touch while using technology to do so.

Einstein AI tool is more of like a helping hand. It'll take their keywords and will automatically give me service replies. Over here on the right, I'll always click the edit Just to make sure that it's my voice that's showing through. I'm taking the style number. I'm putting it into our knowledge and it'll give me all of the options for authorized retailers, direct stores through Eyesight.

We really give the opportunity to the client advisor to have ready by hand suggestions and recommendations that can serve the client in a better way. A romance selling experience.

Can you imagine how awesome would it be if everyone's performance is raised? And I see a difference. Starting we're improving the response but it's improving the team as well.

I'm beyond amazed by the initial results.

We wanted a close partnership with someone where together we could build something and this is what Salesforce has given us.

We are on the same cultural ground. So I think this is the match between the two organizations. If we think about Gucci, 100 years ago when we started it was a family business in Florence. We are now a global company. You have to embrace the technology, find a good partner that can work together with you in developing the technology. But never wait to have the perfect solution because then you're going to be behind competition. It's going to be too late. This is the kind of game that Gucci will have to play in order to continue to be one of the most important luxury brands in the industry.

Well, there you have it. AI is truly a game changer for all our customers. Now we've learned all about the Einstein One platform. You've seen it in action with demos and heard from one of our customers. The Einstein One platform can be tailored for any user, any team and any industry. Now everyone is an Einstein. To learn more about the Einstein One platform, join us for any of our upcoming world tour events in Atlanta, Chicago or New York. And if you can't make it in person, you can stream them live from anywhere on Salesforce Plus. Thanks for joining us.