Salesforce Generative AI - What's Here and What's Coming

Slide deck from my talk to the London Salesforce Developers on 18th October 2023. Covering Salesforce generative AI features that are generally available and coming soon.

Transcript

1. Generative AI What's Here and What's Coming
2. What's Here 25/10/2023 2
3. Service Cloud Grounded Service Replies • AI generated customer responses • Based on context or knowledge articles 25/10/2023 3
4. Service Cloud Work Summaries • Generate values for Case fields • Configure target fields • Generated during/after the conversation 25/10/2023 4
5. Service Cloud Conversation Catch Up • Real-time summary of conversation • When agent accepts a transfer • When supervisor starts monitoring 25/10/2023 5
6. Sales Cloud Call Summaries • AI generated summary from recordings • English language calls only • Requires transcript • "Sometimes not generated for lengthy calls" 25/10/2023 6
7. Sales Cloud Sales Emails • Demo! • More info : bobbuzz.me.uk/EinsteinSales 25/10/2023 7
8. 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 8
9. What's Coming 25/10/2023 9
10. Einstein for Developers Create Apex from natural language prompts VS Code Extension Read the Terms and Conditions! 25/10/2023 10
11. Einstein for Developers 25/10/2023 11
12. Einstein for Developers 25/10/2023 12
13. Copilots • "Conversational assistant for every Salesforce application" • Request information/actions • Can trigger automation • Can be extended with Skills 25/10/2023 13
14. Copilot Studio 25/10/2023 14 Copilot Studio Prompt Builder Skills Builder Model Builder
15. Model Builder 25/10/2023 15 • 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
16. Prompt Builder 25/10/2023 16
17. Skill Builder 25/10/2023 17
18. Skill Builder 25/10/2023 18
19. Einstein Trust Layer 25/10/2023 19
20. Einstein Trust Layer 25/10/2023 20
21. 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":"Bathroom not cleaned in room 362", "Description":"There is no room 362 in this hotel. Sometimes complaints will be false"}, "00001026", {…..} ] 25/10/2023 21 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
22. 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 22 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", {…..} ]
23. Data Masking Everywhere • Name • Phone number • Email address • Locations • Credit Card Number • IBAN Code 25/10/2023 23 US • Social Security Number • Individual Taxpayer Identification Number • Driver's License • Passport Number • Bank Account Number
24. Guardrails 25/10/2023 24 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
25. 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 25
26. Toxicity Detection • Toxicity • Hate • Identity • Violence • Physical Harm • Sexual • Profanity 25/10/2023 26 Rule based + AI Model English only
27. Feedback Framework 25/10/2023 27 Agent Interaction Feedback Store Post Edit Improve Prompt
28. Audit Trail 25/10/2023 28 Timestamped Metadata Requesting User Prompt & Response Toxicity Scores User Feedback
29. Questions?