Salesforce, the tech giant specializing in customer relationship management (CRM), has announced impressive growth in the adoption of its Data Cloud platform, as well as the addition of new and innovative functionalities based on artificial intelligence (AI). According to data revealed by the company, Data Cloud has seen a 130% increase in paying customers compared to the previous year and processes over 2 quadrillion records per quarter.
New capabilities for processing unstructured data
One of the most notable developments is Data Cloud’s ability to process and extract valuable information from unstructured audio and video content. This functionality will allow companies to analyze and gain insights from sources such as customer calls, training sessions, product demos, and satisfaction surveys, among others. The extracted information will enrich customer profiles and enhance the accuracy of Agentforce, Salesforce’s set of AI autonomous agents.
Enhancements in connectivity and real-time processing
Salesforce has expanded its ecosystem of pre-designed connectors for Data Cloud, including integrations with popular applications like Square, Stripe, Meta, and Splunk. Additionally, it has introduced a layer of real-time processing that allows for ingestion, unification, analysis, and action on data in a matter of milliseconds. This will enhance real-time AI recommendations, analysis, and automation across the Salesforce platform.
Enhancement of data governance and security
In response to growing concerns about data privacy and security, Salesforce has implemented new governance and security features in Data Cloud. These include:
– AI-powered tagging and classification to automate the organization of unstructured data.
– Policy-based governance for more granular access control.
– Customer-managed keys for greater control over data encryption.
– Private Connect for Data Cloud, which enables secure data sharing between Data Cloud and public cloud environments.
Adoption and notable use cases
Major companies like The Adecco Group, Air India, Aston Martin, and FedEx are already using Data Cloud to enhance their customer relationships and increase productivity. For example, Air India has unified its loyalty systems, reservations, and flight data, allowing them to manage over 550,000 service cases per month from a single source of information.
Future outlook
Rahul Auradkar, Executive Vice President and General Manager of Data Cloud at Salesforce, has emphasized the importance of customer data and metadata in the new era of AI and autonomous agents. According to Auradkar, Data Cloud enables companies to unify all their data to gain deeper insights into customers and create more personalized and meaningful experiences.
With these new functionalities and its increasing adoption, Salesforce Data Cloud is positioned as a crucial tool for companies looking to leverage the power of data and AI in managing their customer relationships. The platform promises not only to improve operational efficiency but also to transform the way companies interact with their customers in the digital era.