Salesforce introduces Industries AI to revolutionise sectors
Salesforce has launched Industries AI, a new suite of AI capabilities designed to address sector-specific needs and streamline various business processes.
Embedded within Salesforce’s 15 industry clouds, Industries AI aims to deliver immediate value by automating time-consuming tasks and providing customisable AI solutions without compromising on safety and security standards.
Industries AI's capabilities span across multiple sectors, including healthcare, automotive, financial services, and more. The AI tools include Complaint Summaries for financial services, Patient Services & Benefits Verification for healthcare, and Vehicle Telemetry Summary for the automotive industry. These tools aim to enhance efficiency by automating tasks such as generating case summaries, verifying patient benefits, and monitoring vehicle performance.
“Our mission is to put powerful and practical AI in the hands of every worker in every industry so every organisation can start seeing tangible value from AI right now,” said Jeff Amann, EVP & GM, Salesforce Industries. “With Salesforce, organisations of every size and every budget can now easily get started with AI capabilities that were purposefully designed to solve their specific challenges — whether it’s helping banks resolve transaction disputes faster, care providers automatically summarise clinical notes, retail brands better manage their inventories, and much more.”
To aid clients in deploying these AI solutions quickly, Salesforce has introduced the AI Use Case Library. This library includes over 100 Industries AI capabilities and dedicated resources for each industry cloud. New capabilities will be regularly added, ensuring users have access to the latest tools to meet their sector-specific needs.
The new AI capabilities support various business functions. For instance, the Complaint Summaries feature in the Financial Services Cloud uses generative AI to create summaries of customer interactions. This helps customer service agents resolve complaints more efficiently by quickly identifying the root cause and possible solutions.
In the healthcare sector, the Patient Services & Benefits Verification tool streamlines the validation of insurance coverage and benefits. This enables faster patient care by providing comprehensive summaries that include care plans, prescriptions, and financial assistance eligibility. Similar efficiencies are aimed for in the automotive sector with the Vehicle Telemetry Summary tool, which monitors vehicle performance and alerts customer service agents to potential maintenance needs.
Industries AI is not just about individual capabilities; it also serves as the foundation for creating industry-specific Agentforce agents. These agents can automate business tasks around the clock and escalate complex cases to human staff when needed, thus transforming workflows at an operational scale.
Mat Mathews, Vice President and Chief Technology Officer for Boys & Girls Clubs of America, highlighted the importance of AI in advancing organisational goals: “Digital transformation is one of our strategic priorities, and AI has become a ‘must-have’ to advance our organisational goals. As a nonprofit focused on youth, we understand the importance of having access to cost-conscious, industry-specific AI resources that can help us more fully realise our mission for millions of kids and teens across the country."
Salesforce has tailored Industries AI for a wide range of applications, such as Asset Service Summary in manufacturing, which provides an overview of asset data to facilitate faster customer support and identify upselling opportunities for extended warranties. Other industry-specific capabilities include Recruitment Inquiry & Opportunity Management for education, which allows institutions to streamline engagement with prospective students, and ESG Disclosure Report Generation for sustainability reporting in the Net Zero Cloud.
Partnerships with organisations like AAA – The Auto Club Group, the United States Transportation Security Administration (TSA), and Toyota Canada highlight the practical application and anticipated benefits of Industries AI. AAA’s Shohreh Abedi, EVP, Chief Operations & Technology Officer, praised the productivity gains and efficiency improvements brought by AI, saying: "Salesforce has been one of our key partners in our ongoing AI and digital transformation journey, and we’re excited about what’s in store for the future together.”
Overall, Salesforce's introduction of Industries AI represents a significant step in making AI accessible and practical for diverse industries, enabling organisations to enhance customer service, streamline operations, and ultimately drive greater business value.
