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Salesforce: AI could mean a whole new era for software

Mars October 12, 2024

With AI tools now widely used in businesses and organizations around the world, the focus is now on making the most of these new technologies, improving efficiency and productivity at all levels.

Salesforce has firmly asserted its leadership position in this new field, with the company’s recent Dreamforce 2024 event dominated by AI, particularly agents, which it says are the future of technology.

With CEO Marc Benioff calling agents the “third wave of AI,” Salesforce clearly sees the technology as the way forward, and TechRadar Pro recently had the opportunity to sit down with company executives to find out more on this vision.

“Create real value”

“For nearly 25 years now, Salesforce has focused its entire innovation strategy on helping its customers ride whatever the technology wave of the moment,” said Patrick Stokes, global executive vice president, products and industries at Salesforce during the event. the company’s recent Executive Forum in London.

“We helped them get to the cloud, to mobile, to social media… so when generative AI really came along, we took a big step back and asked ourselves how can we leverage that in a larger system?

“Everyone was fascinated about what is the most powerful LLM, how many parameters does it have, how much data was it trained on, etc.,” he added , “we’re not going to try to build one that’s more powerful than the LLM. For the rest, what we want to do is connect data and action, because if we can do that, we can actually leverage that in a way that drives real value.

At Dreamforce 2024, the company delved deeper into how the new era of AI would not require customers to do the heavy lifting when it comes to implementing what is a complex and complex technology stack. multi-faceted in their business.

But he is keen to highlight the benefits of using platforms such as Agentforce, which he believes can bring huge opportunities and benefits to businesses of all sizes, including helping to deliver a whole new form of technology.

“Looking at how an AI can effectively replace the logic layer of your application, instead of having to write logic by hand – it can simply reason and come up with that logic – this represents a whole new way of delivering software,” notes Stokes. .

“This is a major breakthrough, very massive. LLMs are going to get better, they’re a lot like CPUs, they’re going to get a little faster each time… but the real value of the CPU is when it’s part of the system as a whole – and so as we plug AI into the system now, not only can it be this logic layer, but it can actually execute things, it can come up with the logic and go and execute it.

Salesforce Agentforce

(Image credit: Salesforce)

“The opportunity ahead of us is huge,” adds Zahra Bahrololoumi CBE, CEO of UKI, Salesforce, “people see the opportunity, the productivity gain, the opportunity to actually increase their headcount, to minimize the burnout and interact with customers brilliantly.”

“What our customers are missing is that they simply don’t want to tinker with their AI: it’s too expensive, they can’t do it sustainably, they won’t be able to afford it, and the ability, to keep this improvement ever new and continuous – and that’s where the power of this functionality lies, in an integrated platform.

The worry for many, of course, is that these huge technological advances mean that human workers will no longer be needed in the workplace. Like many other AI giants, Salesforce is keen to dispel this notion, emphasizing the opportunities the technology offers to augment, rather than replace people, in a new, smarter future.

“I think that whenever there are these technological changes, there are also workforce changes, and the workforce is going to move from lower value work to higher value work value,” says Stokes.

“What impact that has on the net amount of labor or jobs that exist, I don’t think we know, but I think it would be frankly naive to assume that it will be a net loss. I have found that at any point in history these technologies have generally boomed economically, but there will definitely be a change.”

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