INNOVATION IN THE AI ERA
SALESFORCE SHOWCASE NEW CRM SOLUTION ‘ AGENTFORCE ’, HELPING CUSTOMERS TRANSFORM AND BENEFIT FROM AI IN A STRAIGHTFORWARD , SAFE AND ETHICAL MANNER
At GITEX 2024 , our team at Lynchpin Media had the opportunity to interview Salesforce Middle East Area Vice President and General Manager , Thierry Nicault , gaining valuable insights into the Customer Relationship Management ( CRM ) sector and how AI-enabled solutions can help organisations transform . Nicault talked us through developments in CRM , as well as the integration and advancement of AI as a tool for efficiency and improved customer engagement .
AI thanks to our new solution , Agentforce , which will take our CRM solutions to the next level .
What new features is Salesforce showcasing at GITEX ?
We recently announced the general availability of Agentforce , which enables organisations to build and customize autonomous AI agents to support their customers and employees . It will help organizations to use their data to full effect while helping employees , whether they are in sales , commerce , marketing , or customer service , to be more productive and answer the needs of customers more accurately .
With this transformative solution , organizations can rapidly deploy highly effective AI agents tailored for specific needs . Human employees can collaborate with these AI agents to complete larger , more complex challenges .
How is Salesforce addressing data security and privacy concerns for its users ?
Thierry Nicault , Area Vice President & General Manager , Salesforce Middle East
hWhat are the main developments from Salesforce and how is the customer relationship management landscape evolving ?
Looking back over the last 25 years of CRM , we have gone from the cloud , to social , to mobile — and now it is the time for AI . Salesforce ’ s mission is to help customers transform their organisation with AI driven technology , allowing them to boost their efficiency , maximise the potential of their data , operate more smartly , and engage better with their customers and partners .
How is Salesforce integrating AI to enhance customer relationship management ?
Salesforce is well positioned to understand the needs of our customers , and to help them use technology including AI to gain visibility of their operations , improve the way their organisation functions , and strengthen their engagement with customers and partners . We are now on our third wave of Gen
Trust is our number one value — everything we have done in the last 25 years is based on trust . Salesforce is helping to simplify AI integration for customers . We achieve this though our Trust Layer which ensures that our AI solutions are safe and ethical . Furthermore , our AI solutions are powered by our customers ’ data and not data from the public domain . This gives us an immediate advantage because the data used to create solutions for our customers is perfectly suited to the task .
Additionally , Salesforce has implemented security and privacy policies for our AI software to follow . Salesforce has adopted an open-LLM policy where each LLM has its own focus and abilities , catered specifically for the user .
How do your solutions support businesses in improving operations efficiency and customer engagement ?
We emphasise the importance of allowing businesses to test , try and action AI in real life to let them experience the benefits of AI-assisted CRM first hand . Salesforce permits customers to pilot one agent fronted by AI to open their eyes to the added value of such software . This has been tried and tested at conventions throughout 2024 including Dreamforce and GITEX . With Agentforce , we can create an agent , specialised for a specific use-case , in an hour . The time-to-value efficiency is unprecedented . p
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INNOVATION IN THE AI ERA