Salesforce AI CEO speaks about the company's generative AI push

What are you seeing? I mean, we’re certainly seeing this pull back in some of the tech names, some of the AI winners today. But when you look at your customers and what they’re using Einstein Copilot and these generative AI tools for, do you think that spending is going to only increase in these products in the year ahead? Absolutely. Thank you so much for having me. It’s the, the customer response to our AI products and platform has been tremendous, whether it’s Slack AI or all the service users and sales teams and marketers and commerce managers using Einstein, We’re really seeing tremendous productivity gains and that’s really what’s inspiring customers to go from pilot to production this year. And so I think it all comes down to business outcomes and customers are willing to spend where they see a return. Are they spending, is it additional spend on Einstein Copilot or are you offering it to them as part of their existing package right now? How are you guys monetizing? So we’ve heard a lot of different types of requests from customers and we were addressing that demand really through two ways. One is we have a new Einstein One edition for sales and service and for industries that allows our customers to get everything that they love from Salesforce including Einstein AI, Data cloud, Slack, other features and functions all packaged together. And then for those customers who want to specifically purchase AI, we have add on seats, Einstein for service, Einstein for sales, Einstein for platform that that customers can easily buy. Obviously Salesforce serves a wide range of industries. Which industries are you seeing is sort of picking up quickly to the generative AI tools? You know the amazing thing Deirdre is that we’re seeing it across every industry, you know financial services companies from banks and wealth management firms, mortgage insurance, health, health and life sciences, pharma companies, public sector. It’s really demand across the board and I think it speaks to the power and potential of bringing AI and data into every organization and how is that affecting their efficiency. Earlier on in the show we were talking about the upcoming earnings season and how we’re going to see more companies outside of the mega cap sort of see better earnings. The breadth of this rally and the earnings trend is going to broaden out. Do you see on your side this helping efficiencies and productivities that companies? Absolutely. I mean I think when you bring data in and unlock kind of previous silos and trap data in every company, it really unlocks tremendous possibilities. And so we look at service representatives who are now able to answer questions much more quickly because the AI is is automating the the drudgery and the mundane work of having to look up knowledge articles. And now customers like Winolo and Gucci and ADP are seeing faster resolution times and then customer satisfaction scores go up. How is that impacting efficiency and productivity at Salesforce itself? I remember I think it was a year a few years ago, activist investors were demanding more profitability and you guys have actually come some ways of doing that. What’s the opportunity for generative AI to further improve margins? You know, one of the things that I’ve always appreciated most about Salesforce is how, how much we adapt our own products. So all of our sellers are using Salesforce every day, same with our our customer support, customer success team. And so our own teams have been the very first to test out, give feedback on and adopt everything from Einstein GPT for sales. So account summaries, generating emails to customers as well as on the service side, service reply recommendations and case summaries, etcetera.

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