Salesforce, IBM to help businesses adopt trustworthy AI

IBM and Salesforce have announced a collaboration aimed at helping businesses worldwide accelerate their adoption of AI for CRM. 

Today, IBM Consulting, which earlier this year launched a generative AI centre of excellence, and Salesforce are working with shared clients to help accelerate business transformations with generative AI. 

“We see how the need to increase employee productivity while simultaneously elevating the customer experience with speed, personalization, and convenience has surged exponentially,” commented Matt Candy, Global Managing Partner, Generative AI, IBM Consulting.

“Through our collaboration with Salesforce, we can help empower enterprise clients to scale and accelerate the adoption of generative AI that will support them to meet their business needs.”

Transforming IBM AI with Salesforce AI

A recent IBM Institute for Business Value survey found surveyed executives report their organisations are using generative AI in finance (34%), HR (41%), supply chain (45%), marketing and sales (40%), customer service (57%), and IT services and technology (63%). Generative AI can help automate routine tasks so workers can focus on higher-value activities, augmenting staff with innovative capabilities like creative content and code creation, content summarization and search. Executives reported they expect nearly half (48%) of the staff in their organisation will use generative AI to augment their daily tasks in the next year.

IBM leveraged generative AI through Salesforce, Slack and IBM watsonx for its own transformation journey to create a 360-degree customer experience. IBM's client service and sales organisations can have a holistic view into the client journey. Teams all over the world collaborate and work together in one platform to provide fast, data-driven engagement that meets the customers where they are. IBM used Salesforce's open API architecture to infuse IBM Watson Assistant into Salesforce Customer 360.

"Companies are embarking on a transformative journey fueled by generative AI. Salesforce partners like IBM Consulting play an important role in helping businesses use Salesforce's AI, data and CRM technologies to connect with their customers on a new level," said Steve Corfield, EVP and General Manager, Global Alliances and Channels, Salesforce. "Bringing Salesforce and IBM innovations together will help transform the way companies deliver personalised, engaging experiences."

As part of the partnership, IBM and Salesforce clients can now access the following:

Driving adoption of AI technology: IBM Consulting will use its industry expertise and innovative delivery models, including its IBM Garage methodology, an operating model for business transformation, to guide clients through the adoption and deployment of Salesforce AI technologies. This approach is designed to help drive efficient integration across Salesforce's AI technologies, including Einstein, Sales Cloud, Service Cloud, Marketing Cloud and Slack.    

Integrating data and insights: In addition to helping clients effectively deploy Salesforce's generative AI tools, IBM Consulting can complement those solutions with IBM watsonx, an enterprise-ready AI and data platform that embraces open standards. Watsonx can reveal the data locked in backend systems to help create dynamic user and employee experiences.

Accelerating value through delivery: Through IBM Consulting Managed Services for Salesforce, shared clients will have access to a suite of AI experience and implementation accelerators. This delivery and management model is designed to help customers deploy, scale and enhance Salesforce. For example, IBM Data Classifier, an AI-powered application trained on industry-specific data models, helps to reduce the data mapping process.

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