This year, Salesforce has been making significant strides in the field of generative AI with the introduction of their large language models (LLMs). These LLMs, including their own Salesforce LLM, have proven to be highly effective in various use cases such as sales, service, marketing, and analytics.

Salesforces LLM has outperformed expectations in testing and pilot programs, producing accurate results when asked to provide answers. This puts Salesforce on the forefront of AI technology in the customer relationship management (CRM) space.

Other providers of AI models include Vertex AI, Amazon Sagemaker, OpenAI, and Claude, among others. These models can be trained to produce optimal results for organizations leveraging them. However, effective training requires large amounts of data, which can be stored in data lakes provided by companies like Snowflake, Databricks, Google BigQuery, and Amazon Redshift.

Salesforces LLM leverages Data Cloud, allowing flexibility in working with GenAI and Salesforce data. With Data Cloud, organizations can enjoy pre-wiring to Salesforce objects, reducing implementation time and improving data quality. Salesforces three annual releases also ensure a continuous stream of new and improved capabilities.

Salesforce has built an open and extensible platform, allowing integration with other platforms to bring in data from different sources alongside CRM data. This approach, known as Bring Your Own Model, enables organizations to use multiple providers/models simultaneously, preventing any potential conflict among machine learning teams.

Salesforces investments in GenAI technology organizations, demonstrated by their AI sub-fund, further solidify their commitment to advancing AI in the CRM space. These investments include market leaders like Cohere, Anthropic, and You.com.

While no LLM is 100% accurate, Salesforce has implemented intentional friction, ensuring that generative AI outputs are not automatically applied to users workflows without human intervention. Salesforce professionals working with GenAI have the freedom to use their preferred models and are provided with upskilling resources to effectively implement GenAI in their organizations.

The future of GenAI in CRM looks promising, with Salesforce constantly exploring new use cases and enhancements for their LLM technology. This creates opportunities for Salesforce professionals to advance their careers in the AI space.

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Salesforce's LLM and the Future of GenAI in CRM - Fagen wasanni