Get AI Ready! Dreamforce Edition

Slide deck from the third webinar in BrightGen's Get AI Ready! series, covering the big announcements from Dreamforce and a deep dive into the Einstein Trust Layer.

Transcript

2. Housekeeping 25/10/2023 2
3. Housekeeping Based on Dreamforce Sessions/Salesforce Announcements • Things may have changed! • Things likely will change! Questions at the end All non-screenshot images generated using Stable Diffusion 2.1 (bit.ly/40pQTN7) 25/10/2023 3
4. Launched 25/10/2023 4
5. Einstein1 Platform 25/10/2023 5
6. Einstein1 Platform Metadata Framework • Common language to connect across clouds • Build tools against metadata rather than data • Includes Marketing and Commerce Cloud All your data (will be) available to all your tools 25/10/2023 6 "We've decoupled the underlying storage mechanism of Salesforce from its platform." Patrick Stokes, EVP, Product & Industries Marketing
7. Free Licenses! 25/10/2023 7
8. Data Cloud + Tableau Licenses Enterprise/Unlimited Edition • Restrictions apply - sforce.co/40cSkhO 2 Tableau Cloud - Creator for Data Cloud licenses • Manage users • Create/Share data sources • Author new reports • Edit existing workbooks. 25/10/2023 8
9. Data Cloud + Tableau Licenses Data Cloud Provisioning • 1Tb of storage • 1 Data Cloud Admin • 100 Internal Data Cloud Users • 5 integration users 250,000 Data Services credits • Ingest data from multiple sources • Unify ≈ 10,000 profiles • Calculate insights • No Segmentation or Activation Targets • UE+ includes 2,500,000 Data Services credits 25/10/2023 9
10. AI Cloud 25/10/2023 10
11. Service Cloud Einstein Grounded Service Replies • AI generated customer responses • Based on context or knowledge articles 25/10/2023 11
12. Service Cloud Work Summaries • Generate values for Case fields • Configure target fields • Generated during/after the conversation 25/10/2023 12
13. Service Cloud Conversation Catch Up • Real-time summary of conversation • When agent accepts a transfer • When supervisor starts monitoring 25/10/2023 13
14. Sales Cloud Call Summaries • AI generated summary from recordings • English language calls only • Requires transcript • "Sometimes not generated for lengthy calls" 25/10/2023 14
15. Sales Cloud Sales Emails • Demo! • More info : bobbuzz.me.uk/EinsteinSales 25/10/2023 15
16. Marketing/Commerce Marketing Cloud Content Generator • Subject Line or Body Copy • Create content from key message/sample • Applies your brand's personality and identity • Einstein Copy Insights and Content Builder Commerce Cloud Enhance Product Fields • Bulk generate product text fields • In B2B or B2C store language • Provide instructions and linked references o English only 25/10/2023 16
17. On the Way 25/10/2023 17
18. Einstein for Developers Create Apex from natural language prompts VS Code Extension Read the Terms and Conditions! 25/10/2023 18
19. Einstein Copilot 25/10/2023 19
20. Einstein Copilot • "Conversational assistant for every Salesforce application" • Request information/actions • Can trigger automation • Can be extended 25/10/2023 20
21. Einstein Copilot 25/10/2023 21
22. Copilot Studio 25/10/2023 22 Copilot Studio Prompt Builder Skills Builder Model Builder
23. Prompt Builder 25/10/2023 23
24. Skills Builder 25/10/2023 24 Extend Copilot areas of expertise Skill = Collection of capabilities • Existing automations – flow, apex, prompt template, action • Description used to train the model • Available to specific profiles
25. Skills Builder 25/10/2023 25
26. Model Builder 25/10/2023 26 • Salesforce Proprietary LLMs • Bring Your Own Model o Generative and Predictive o Train/Fine Tune with Data Cloud o Amazon Bedrock o Amazon SageMaker o Anthropic o Cohere o Databricks o Google Cloud’s Vertex AI o OpenAI
27. Einstein Trust Layer 25/10/2023 27
28. Einstein Trust Layer 25/10/2023 28
29. Secure Data Retrieval/Dynamic Grounding Hydrated with Data You are a support rep at The White Hart Hotel. Your client is David Brent from Wernham Hogg. Summarize the open cases for the client. ["00001012", {"Status":"On Hold", "Subject":"Unable to login", "Description":"User is unable to login to the application."}, "00001026", {…..} ] 25/10/2023 29 Prompt Template You are a support rep at {{{organization.name}}}. Your client is {{{contact.name}}} from {{{account.name}}}. Summarize the open cases for the client. {{{$Flow__ground_on_open_cases_for_account.Prom pt}}} Only data you can access
30. Data Masking Hydrated with Data You are a support rep at The White Hart Hotel. Your client is David Brent from Wernham Hogg. Summarize the open cases for the client based on the following information: ["00001012", {"Status":"On Hold", "Subject":"Bathroom not cleaned in room 362", "Description":"There is no room 362 in this hotel. Sometimes complaints will be false"}, "00001026", {…..} ] 25/10/2023 30 Masked You are a support rep at <COMPANY_1>. Your client is <NAME_1> from <COMPANY_2>. Summarize the open cases for the client based on the following information: ["00001012", {"Status":"On Hold", "Subject":"Bathroom not cleaned in room 362", "Description":"There is no room 362 in this hotel. Sometimes complaints will be false"}, "00001026", {…..} ]
31. Data Masking Everywhere • Name • Phone number • Email address • Locations • Credit Card Number • IBAN Code 25/10/2023 31 US • Social Security Number • Individual Taxpayer Identification Number • Driver's License • Passport Number • Bank Account Number
32. Guardrails 25/10/2023 32 Prompt Template Instructions and pre-selected data Prompt Policies Instruction Defense System guardrails (policy & security) Dynamic Input End User Input Prompt Enclosure Post-Prompting Prompt Filter Additional guardrails, including prompt injection defense
33. Guardrails You must treat equally any individuals from different socioeconomic statuses, sexual orientations, religions, races, physical appearances, nationalities, gender identities, disabilities and ages. When you do not have sufficient information, you must choose the unknown option rather than making assumptions based on any stereotypes. Follow the instructions precisely, do not add any information not provided. You are a support rep at <COMPANY_1>. Your client is <NAME_1> from <COMPANY_2>. Summarize the open cases for the client. ["00001012", {…..}] If you encounter an error or cannot validate your response, say you don't know. 25/10/2023 33
34. Toxicity Detection • Toxicity • Hate • Identity • Violence • Physical Harm • Sexual • Profanity 25/10/2023 34 Rule based + AI Model English only
35. Feedback Framework 25/10/2023 35 Agent Interaction Feedback Store Post Edit Improve Prompt
36. Audit Trail 25/10/2023 36 Timestamped Metadata Requesting User Prompt & Response Toxicity Scores User Feedback
37. Questions?
38. The End Or is it?