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The research State of Salesforce 2024 (IBM) revealed that while 97% of Salesforce customers collect diverse types of data, only 24% are leveraging it to transform customer experiences. The launch of Salesforce Agentforce can be the missing link for a lot of organisations.
Using data and AI to resolve business challenges
Salesforce Agentforce is a next-generation AI platform that allows businesses to create and manage autonomous agents designed to handle a wide range of tasks across sales, service, marketing, and more. These agents go beyond simple chatbots by using large language models (LLMs) and real-time data from Salesforce's Data Cloud to perform complex tasks like personalising customer interactions, automating workflows, and analyzing data.
Innovation with AI relies on data—yet data remains one of the top barriers to innovation. The obstacle is not the lack of data; most organisations already have the data they need. Instead, the challenge lies in having the capabilities to effectively exploit that data to drive business outcomes.
With the increased data generation, efficiency- and innovation ambitions, connecting different domains (sales, marketing, service) is key for companies.
Data Cloud is the solution which enables organisations to use CRM data in combination with data from other sources, directly in Salesforce.
Salesforce is actively moving towards a full platform solution with the addition of Slack in 2021, the incorporation of more digital communication channels and the launch of Data Cloud in 2023 as the new data integration platform.