Salesforce has shared the topline results from a forthcoming IDC study showing that the company and its partner ecosystem, fuelled by the new wave of generative artificial intelligence (AI), will create a net gain between 2022 and 2028 of more than US$2 T in business revenues and 11.6 M jobs.
IDC’s 2021 report had predicted that Salesforce and its partner ecosystem would create 9.3 million new jobs and US$1.6 T in new business revenues worldwide between 2020 and 2026. This year’s study brings into focus "just how powerful AI is and how it’s transforming businesses across sales, service, marketing, commerce, and IT," the company said.
The study also identified the factors driving adoption of AI – led by improving productivity – and the biggest barriers to adoption, including the talent gap, data governance and risk management, cost, and trustworthiness and bias.
While previous iterations of this study focused on how cloud solutions were driving the Salesforce ecosystem’s growth, IDC expanded its approach in the latest version to account for the effect of AI in general – and specifically the potential of generative AI – on the company’s economic footprint. The new methodology reflects IDC’s belief that seismic advances in AI are accelerating economic opportunity for Salesforce and its ecosystem.
Today, every Salesforce cloud has generative AI baked directly into the flow of work, the company pointed out. For example, Sales Cloud is helping sellers autogenerate personalised emails, based on their unique CRM data that provides relevant context to prevent hallucinations, all with just a single click, giving sellers more time to focus on customers and close deals. Service Cloud customers can now autogenerate personalised replies using real-time data to help service reps resolve customer issues faster.
Salesforce has been pioneering AI for CRM since 2014, and continues to fuel the AI revolution with new generative AI capabilities.
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