Salesforce is set to integrate AI chatbots into all its apps

During the recent Dreamforce 2023 keynote address, the company unveiled significant updates to its Einstein AI and Data Cloud services.

The new Copilot service will enhance the AI chatbot's functionality by adapting it to a client company's specific datasets, improving its ability to provide relevant and actionable responses to user queries. Copilot will be available across various mobile platforms, including real-time chat, Slack, WhatsApp, and SMS, ensuring accessibility to all Salesforce users.

Furthermore, Salesforce will integrate Copilot with its Data Cloud service to create a comprehensive platform for building low-code AI-powered CRM applications, known as the Einstein 1 Platform. This move aims to address the fragmented data landscape that many organizations face, providing a unified platform for data integration and AI applications.

Salesforce secures data with an "Einstein trust layer" that protects data from the cloud and hides sensitive information before passing it to the language model. This trust layer also performs toxicity checks to minimize false responses generated by artificial intelligence.

While the integration of chatbots and generative AI may result in some job losses, Salesforce remains optimistic, suggesting that new positions such as "prompt engineers" will emerge to support the evolving AI landscape. This strategic move will allow Salesforce to leverage the potential of artificial intelligence to improve productivity and customer experience across its platform.