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October 2, 2017

AI: The best thing since sliced bread for Salesforce customers

Investment in the omnipresent technology expected to increase.

By James Nunns

Artificial Intelligence isn’t just a far off dream, it’s a reality now and many Salesforce customers can’t get enough of it.

Whilst the likes of Elon Musk and various government panels and committees debate the safety and possible repercussions of the rise of AI, tech vendors have steamed ahead with putting the technology in their products – and Salesforce’s customers seem to love it.

According to Bluewolf’s sixth-annual ‘The State of Salesforce’ report, 77% of those using AI already expect to increase their investment over the next 12 months, and 38% expect to increase their investment in the technology within the next year.

Given that Salesforce is the market leader and can be considered to be one of the more innovative companies around, seeing how its customers are using the technology is a reasonably good gauge for future market trends.

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The survey of more than 1,800 Salesforce customers worldwide from the IBM company found that 63% of C-level executives are counting on AI to improve the customer experience. However, as we have seen with so many technologies before it – there’s a lot of enthusiasm but around half aren’t prepared to adopt it.

“The pressure to deliver experiences that customers demand requires technology that unlocks the value of data, enables employees to make smarter decisions, faster, and grows with the business,” said Eric Berridge, CEO, Bluewolf.

“Artificial intelligence is the vehicle that can allow businesses to use data at scale to connect more deeply than ever before. This year’s The State of Salesforce report shows that those already investing in advanced technologies are reaping its early rewards and bringing real business outcomes – now.”

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Many think that AI is the greatest thing since sliced bread, with 59% of service professionals expecting the technology to have the greatest impact on customer experience, thanks to the growing demand for personalised experiences.

There’s also some good news for IT with the belief that it’s becoming central to business innovation. The report found that more than a third of organisations have IT running their customer success platform and if IT is responsible for running the Salesforce Platform’s use then it is three times more likely to be “optimised for ongoing innovation.”

The report is based on more than 140,000 data points and the full report can be read here. 

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