Dreamforce 2023: Trailblazer Insights and Highlights

Dreamforce 2023 was unlike any other. This year, the spotlight was on the most revolutionary technology: AI. 

Our Bolt Data team attended Dreamforce keynotes and sessions to learn more about Salesforce’s AI-driven roadmap, connect with our fellow Trailblazers and learn from leaders in AI advancements including Sam Altman, CEO of OpenAI.

Bolt Data Team: Jay Bravo, Karen Mehal and Allan Alexopulos
Bolt Data Team: Jay Bravo, Karen Mehal
and Allan Alexopulos

In this blog post, we’re sharing our biggest takeaways, highlights and learnings from Dreamforce 2023. Continue reading to discover how Salesforce is paving the way to make AI adoption easier for every organization. 

Did you know? AI has been a part of Salesforce's DNA since 2014, with the inception of Einstein. Over the past decade, Salesforce products have been enhanced with AI capabilities, with Einstein generating over 1 trillion AI predictions every week.


Reimagine Customer Service with AI 

The Service Cloud keynote at Dreamforce 2023 focused on reimagining customer service in the era of AI. Service leaders are faced with tough challenges such as scaling their service organization, high technician/agent attrition rates and reducing service delivery costs. To overcome these, service leaders need to evaluate and overhaul their service strategies.

Einstein Copilot: At Dreamforce, Salesforce announced a new AI tool: Einstein Copilot. It’s designed to personalize customer service by autonomously assisting service agents, technicians and customers, leading to quicker issue resolution and improving cost efficiency.

Customer-Centric Approach: Keynote speakers shared the importance of delivering customer-centric experiences by offering proactive, personalized self-service options. By helping customers resolve issues themselves, it greatly reduces the volume of customers contacting live agents in support centers. 

To achieve customer-centricity, Salesforce shared how AAA - The Auto Club Group (ACG) is taking the next step in their digital transformation journey with Salesforce by using the power of generative AI to increase efficiencies, drive and innovation. 

Technician Process Optimization: Boosting technician productivity can only happen by on optimizing internal processes. Service organizations need to have consistent quality standards, ensure technicians have seamless experiences and leverage mobile devices for faster task completion.

Data Strategy: Data is key for AI adoption and achieving service excellence. Salesforce emphasized the importance of a robust data strategy, encompassing customer data, device data and knowledge, to drive AI advancements.

Data and Analytics Made Accessible with AI

In addition to Service Cloud, Salesforce showcased several AI innovations in data and analytics to make data-driven decision making more accessible.

The best part? Salesforce announced that Tableau and Data Clodu will be free with certain editions. 

Tableau Pulse: Designed for business users, this Tableau enhancement simplifies the presentation of metrics in the workplace. It enables interaction with AI without the need for complex calculations or analysts.

Einstein Copilot: Much like Copilot for Service, Einstein Copilot for Tableau improves users' analytical capabilities by helping them complete tasks quickly. 

Considering Tableau for your organization? Learn more about our Tableau capabilities.

Data is the Foundation of AI for Sales Teams

Speakers from the Salesforce Sales Cloud team shared how data is the foundation of AI in sales. They highlighted the integration of AI and automation into sales engagement with features like Einstein activity capture, Sales Cloud Everywhere and guided selling. The demo showed how sales representatives can efficiently update customer information, draft emails and manage activities using new AI-driven tools.

The demo also introduced generative features in Sales Cloud, such as generative emails, which use AI to draft personalized emails for sales reps. Plus, it seamlessly integrates with email clients like Gmail and Outlook.

Preparing for an AI Future

As AI transforms the way everyone works and does business, it can be overwhelming deciding how and when to get started. As a Salesforce partner for consulting and software, we’re here to partner with you to make AI adoption simple to help you grow profitably. Get in touch with us today.