💃 Generative AI and Data Integrity - A Shaky Union🕺

Good morning, Salesforce Nerds! Salesforce just announced their General Availability Sales and Service GPT solutions 🤖.

Not to be confused with the robust AI Cloud solution (@ $360k/yr 😳), Sales and Service GPT are $50/mo, per user, add-ons to your existing Enterprise or Unlimited licenses.

The objectives of these generative AI tools are to increase worker productivity and personalize customer interactions.

As Salesforce continues to bring AI products to market, from “full-stack” (AI Cloud) down to tactical (Sales GPT and Service GPT), you, Salesforce professional, will still own the responsibility of supporting, maintaining, and enhancing your company’s Salesforce org 🫡.

Today, we take a strategic look at data integrity + AI, then dive into snapshots of Sales GPT impacts to users and yourselves.

Agenda for today includes

• Generative AI and Data Integrity - A Shaky Union

• Daily Principle

• All the Memes

Generative AI and Data Integrity - A Shaky Union

Today we will discuss-

✅ Generative AI and Data Integrity

✅ Sales GPT and Salespeople

✅ Sales GPT and Salesforce Professionals

GENERATIVE AI AND DATA INTEGRITY

Have you ever heard Salesforce mention customer data entry 👀 ?

Nah, that’s not their problem. It’s the user’s responsibility to enter data 🤷. Salesforce just builds the platform that the data goes into 💯.

AI and data integrity will be an ongoing theme; as more tactical AI tools go to market, this theme will get more and more in your face 👊.

Generative AI works off of Large Language Models (LLMs). These models include your CRM data.

Yeah, that CRM data that your sales users may, or may not, be entering with integrity.

The end result will be what your users care about most - a seemingly poor experience with AI.

The root cause of this bad experience is due to the user error - bad data entry.

And this is no different to much of your current experience.

Those reports that are “bad” due to users not entering good data? Yup, the users will get the same “bad” outcomes with generative AI solutions like Sales GPT.

Good data entry can be extremely powerful for generative AI. The Salesforce demo videos show this in spades ♠️.

But just like great, actionable reports that are neither great nor actionable, due to bad data entry, generative AI outputs will suffer the same fate 😢.

Takeaway: As mentioned, AI and data integrity will be an ongoing theme. With every exciting announcement of new AI solutions, you, the Salesforce professional, will know that 💩 in, 💩 out…

SALES GPT AND SALESPEOPLE

This is 2 different tales.

1. High-integrity data org

2. Not-high-integrity data org

For salespeople who are entering complete and detailed data, Sales GPT will delightfully meet its objectives of increasing worker productivity and customizing client interactions.

Before Sales GPT - the follow up email you send your customer required 30min of reading through notes and activity log, then writing out logical and effective copy. Rinse and repeat for all your assigned contacts 😓.

After Sales GPT - 3 clicks to find the contact and select your email prompt. Then proofread and send. Wow 😯, that is impressive!

Of course, the other tale is a Sales GPT generated email that has incorrect activities, incomplete purchase history, or other inaccuracies that a Salesperson will need to review and correct, eating into their productivity 😢,

SALES GPT AND SALESFORCE PROFESSIONALS

While some professions will see AI impact their roles, Salesforce professionals look really safe at the moment 🙂.

Let’s look at Sales GPT as an example. Three reasons Sales GPT has no impact on you-

1. It is for users and their responsibilities, like writing customer emails.

2. It looks like the implementation is binary - on/off. There does not seem to be anything configurable.

3. Effectively, Sales GPT has no intersection with a Salesforce professional’s role or responsibilities.

Takeaway: A Salesforce professional needs to be aware of Sales GPT and how it works. However, you will have little to no control of the solution 🙂.

Daily Principle

and now....Your Daily Memes