Salesforce Industries AI: Complete Guide
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Last month, Salesforce put out its latest AI technology to strengthen its various Industry Clouds. With over 100 AI functions catering to 15 industry-related issues, the Trailblazer community is excited about this next Salesforce AI integration: Industries AI.
Yet it’s not just the Trailblazers. Companies worldwide that are signed up for Salesforce are also watching this space closely and with some hesitation. The AI trend started in the 1900s with movement being made as early as the 1950s in this field. So, it’s no wonder organizations are not ready to fully commit to Salesforce technology that is taking forever to deliver results.
That’s not to say that organizations across the globe in a multitude of industries are not creating AI strategies for the ever-changing markets! For this reason, Trailblazers and leaders in sales, service, and marketing teams are keen to see what AI solutions Salesforce can deliver for their specific Cloud.
If you want to know what’s just come out in Salesforce automation, join us in the article below. We explore Salesforce’s latest AI offerings of 2024. Let’s get started!
What is Salesforce Industries AI?
Industries AI is now built into 15 Salesforce Industry Clouds. With it, customers get prompts for their Cloud, data models, and AI functionality powered by Data Cloud and the Einstein Trust Layer. If you want to know more about this tech, read our informative Salesforce Einstein AI article.
But back to our current article, Industries AI from Salesforce is designed to support industry-specific tasks, such as:
Salesforce AI Einstein for Industry Clouds
There are already a few big customers trying out Industries AI, like Boys and Girls Clubs of America and the United States Transportation Security Administration. Let’s take a look at how Salesforce + Einstein + AI are giving more organizations better services to support their customers and communities in 2024.
Financial Services
Companies using Salesforce’s Financial Services Cloud can try out Complaint Summaries. This AI solution can specifically help customer service teams at banks or financial institutions. It can also be used to streamline a complaint resolution process with generative AI for other organizations signed up for Financial Services Cloud.
Complaint Summaries works by transcribing customer interactions with a customer service agent. Then, it automatically generates a case summary that is examined to find out what bothers a customer. With these insights, a customer service agent can quickly find a solution to resolve the customer’s complaint.
Imagine a customer complaining about an incorrect transaction found on their bank statement. In this case, with Financial Services Industry Cloud and Salesforce, a customer service agent can obtain the customer’s case, which has been smartly summarized with AI to include critical issues from structured and unstructured data obtained from calls and emails. The customer service agent can then quickly process the customer’s complaint and correct the bank statement information.
Life Sciences
With Life Sciences Cloud, organizations get Candidate Auto-Matching. It’s a Salesforce solution for quickly finding the right patients for a clinical study. Candidate Auto-Matching is designed for researchers so they can easily assess and send participants to relevant trials.
Like the Complaint Summaries feature in Financial Services Cloud, Candidate Auto-Matching works with structured and unstructured data. Here are some of the data that Life Sciences Cloud works with to speed up assessment in research studies:
In real life, organizations can add this AI tech to systems to support researchers with their inclusion and exclusion criteria in studies. Then, researchers can easily access a list of candidates relevant to a specific study who can be contacted to enlist in a trial.
Healthcare
The Healthcare Cloud also got an AI upgrade with the Patient Services & Benefits Verification solution. It speeds up healthcare processes which include:
With the Patient Services & Benefits solution, healthcare practitioners can save time by eliminating the need to switch between multiple programs to find the bits of patient information they need. This means that approval processes can be completed much faster than before.
A good use for Patient Services & Benefits is to quickly pull up a summary of patient information, such as:
A healthcare practitioner will find it useful to have this information on hand before arriving at a scheduled appointment with a patient. It will help them to make the best treatment plans during the consultation.
Then, after the consultation, a Salesforce Verification Agent can perform the following common tasks in healthcare:
These actions can be applied quickly with just the click of a button, and can let the healthcare practitioner know if there is any information that the patient needs to provide.
Automotive
Salesforce AI tech brings us Vehicle Telemetry Summary solutions for the automotive industry. With it, companies can track telematic data and access a summary of a car’s performance thanks to AI software. Customer service agents will appreciate that they can quickly get information about a vehicle to better understand customer issues.
With this information, the customer service agent can find the right maintenance plans to suggest fixes for the car to make it safe again. Wouldn’t it be nice if a customer service agent could remotely find car issues so that they can message the customer, and ask them to come into the dealership for a service? By providing these features to a customer service team, companies can do their bit to keep customers safe by avoiding potential breakages.
Public Sector
For this industry, Salesforce has used generative AI to create two solutions: Application History and Version Comparison. Let’s explore Application History first. It gives organizations a summary of an individual’s application to a system.
For example, if an individual applies for benefits, the organization can use Application History to collect the following information:
Quick access to this information makes managing cases in a system easy and can help managers make faster approvals. Now, on to the second solution, Version Comparison. This Salesforce solution is designed for caseworkers, as it gives them a summary generated by AI technology that presents the differences between an applicant’s previous and current applications.
This feature helps caseworkers understand an applicant’s history so that they can explain to them how to apply for a specific program successfully.
Consumer Goods
The next AI solution from Salesforce is called Inventory Check. With it, delivery managers can create a summary that includes information about truck inventory variances. This Salesforce feature can also point out the reasons behind these deviations.
It works by allowing delivery managers to ask Inventory Check for updates once per day. Salesforce’s AI solution will add any surplus inventory, broken packaging, or damaged goods from the previous day to the assessment report. These insights can give delivery managers an idea of why customers avoided a purchase.
Then, they can create strategies to improve how goods are handled and checked before being shipped to ensure sales are not dropped and customer expectations are met.
Energy & Utilities
For this sector, Salesforce has provided three smart AI solutions:
- Bill History Insights
- Rate Insights
- Usage Insights
These AI solutions support customer service teams in energy and utility organizations. They are meant to streamline processes related to resolving customer issues. With these AI solutions, customer service teams can track and analyze customer payments to see if they vary monthly.
Let’s dive a bit deeper into each one.
Bill History Insights monitors a customer’s payments and suggests why the fees change. For example, a customer’s power consumption might change between summer and winter, and therefore the bill will also change.
Rate & Usage Insights: These two AI solutions complement each other. With them, customer service teams can examine energy consumption and the fees associated with it. Then, they can explain to customers which plan they need to be on.
Additionally, the Rate and Usage Insights can be used to analyze customer data and advise clients on how to reduce energy usage levels to save money. This solution provides a new avenue and a chance for customer service teams to skill up and create custom energy-saving programs for clients.
Manufacturing
For the Salesforce Manufacturing Cloud, customers get an Asset Service Summary solution. This tech, as the name suggests, uses asset data, which includes:
This type of data is important to manufacturing service agents as it can give these professionals a summary of the following:
With the Asset Service Summary solution, manufacturing service agents can do the following with ease:
A good use of Asset Service Summary in the real world would be to assign it to teams to check out a customer’s manufacturing equipment. They could assess how old the equipment is and whether it has been damaged. By analyzing the information on customer equipment, businesses can contact their clients and provide much-needed service maintenance.
There is also a chance to contact customers and provide them with new warranties or market new products to support the current ones they have.
Education
Colleges and universities with Salesforce Education Cloud can now enjoy the Recruitment Inquiry & Opportunity Management AI solution. This solution aids recruitment professionals by speeding up their processes for engaging with leads or potential students. Prior to Recruitment Inquiry & Opportunity Management, recruiters would have to answer every message from students, whether related to education or enrollment.
As you can imagine, this activity is quite time-consuming. Recruitment Inquiry & Opportunity Management can now respond to students using prompt templates. Additionally, this AI solution can support the management of a recruitment drive in the following ways:
Nonprofit
Managers who use Salesforce Nonprofit Cloud will be excited to hear about Program Participant Notes Summaries. This Salesforce solution gives nonprofits the power to create custom programs for participants. For example, a nonprofit organization can now use AI to quickly understand an individual’s needs and unique history.
Program Participant Notes Summaries assist program managers in understanding the people they support that much better.
Net Zero
For Salesforce Net Zero Cloud, organizations can expect two new AI solutions from the CRM giant:
When it comes to ESG Disclosure Report Generation, managers can speed up ESG reporting as It provides them with answers when they ask ESG Disclosure Report Generation questions. These questions need to align with specific reporting framework criteria. On top of this, Salesforce gives us ESG Report Accuracy Assessment.
This AI solution in Net Zero Cloud can measure the following from conversations:
Sustainability teams can also use these features to improve responses by pushing rephrasing recommendations into the software. This ability speeds up the process of improving disclosure reports.
Communications
The next Salesforce AI solution is for sales agents in communications service providers (CSPs). It’s called Quick Quote and speeds up generating quotes for sales agents. With Quick Quote, sales agents can work smarter and focus their efforts on customer experiences.
But how? Quick Quote allows sales agents to use generative AI to suggest goods and services based on an analysis of data, such as:
Quick Quote is flexible software that also allows sales agents to edit their documents to add new terms to the proposal. This is a common practice, as Quick Quote will provide recommendations and configuration for the quotes.
Media and Entertainment
Request for Proposal (RFP) Management is the Salesforce AI solution for the media and entertainment industry. It uses generative AI to speed up the RFP process so that sales teams in this industry can respond to clients faster. Media Cloud users will be happy to hear that this AI solution automatically creates an opportunity under the correct account in their CRM database.
It can also find the following information and add it to a proposal:
So sales agents can now automatically create RFP documents.
Learning about AI Tech with Titan
That’s a wrap on our research of Industries AI. Thanks for choosing us to stay up to date with Salesforce news and insights. AI is a hot topic at the moment! Everyone is eager to see what Salesforce has for their specific industry. Let us know what you are most excited to see in the near future.
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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.
