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For nearly a decade, Salesforce has leveraged machine learning to help businesses see around corners. Predictive AI identifies hidden patterns and calculates probabilities to help your teams work with foresight rather than hindsight. Whether it’s forecasting in sales analytics or anticipating customer churn in service, predictive AI surfaces deep insights from historical data to drive smarter, proactive decision-making.

Generative AI leverages large language models (LLMs) to identify patterns in vast amounts of data and create original, human-like content such as text summaries, images, or email drafts. When paired with a CRM like Salesforce, generative AI goes beyond generic chat by using your specific business information to provide answers and content that are grounded in your actual customer data. This helps your teams work significantly faster by turning hours of manual research or drafting into seconds of high-quality work.

Agentic AI is an advanced form of AI that goes beyond simple assistance to autonomously plan, reason, and execute multi-step tasks to achieve a specific goal. It differs from predictive and generative AI because it doesn't just suggest the next step; it plans, makes decisions, and takes actions on its own. Agentforce is the agentic AI solution in Salesforce that enables you to build enterprise ready agents that are grounded in your business’ data from day one.

Deploy AI confidently with the Agentforce Trust Layer, a native security framework built into the Agentforce360 Platform. Using dynamic grounding for accuracy and data masking for privacy, it ensures your AI is context-aware and secure. The Agentforce Trust Layer guarantees your proprietary data remains protected and is never used to train external models.

Salesforce provides the flexibility enterprises need to leverage existing AI investments. Our open model ecosystem offers secure access to leading foundation models from partners like OpenAI and Anthropic. Additionally, we enable enterprise-grade agentic interoperability through Model Context Protocol, allowing you to orchestrate and connect AI agents seamlessly across your entire business infrastructure.

Sell faster with trusted AI for sales. Use predictive AI to prioritize pipelines with high-probability lead scoring and accurate revenue forecasting. Scale productivity with generative AI to instantly draft personalized outreach and summarize complex sales calls. Finally, transform operations with agentic AI which autonomously research prospects and qualify leads 24/7, ensuring sellers focus on building relationships and no lead gets left behind. See Agentforce Sales

Deliver more personalized and impactful customer service while significantly boosting productivity across your entire organization. Leverage predictive AI to anticipate customer needs and identify potential escalations before they happen. Augment your human agents with generative AI that instantly summarizes complex cases and drafts personalized replies grounded in your trusted knowledge base. Finally, transform your service model with AI agents that autonomously resolve customer inquiries and execute multi-step workflows, providing 24/7 support without increasing headcount. See Agentforce Service

Drive engagement with predictive AI that identifies the best segments and timing for every campaign. Scale personalization with generative AI to instantly create relevant content for any channel. Finally, transform your strategy with agentic AI by deploying marketing agents that autonomously optimize journeys and campaign performance in real-time, ensuring every interaction drives maximum ROI without manual intervention.See Agentforce Marketing

Maximize revenue with predictive AI that anticipates buyer intent and delivers smart product recommendations. Increase merchant productivity with generative AI to instantly create data-grounded product descriptions and personalized storefront content. Finally, drive growth with agentic AI by deploying commerce agents that autonomously guide shoppers through complex purchases and optimize your digital storefront 24/7 to ensure maximum conversion.See Agentforce Commerce

While generative AI focuses on creating content and summarizing information, agentic AI focuses on autonomous action. Generative AI acts as a highly skilled assistant that helps you write or research, whereas agentic AI, powered by Agentforce, uses a reasoning engine to plan and execute multi-step business tasks independently like resolving a service case or qualifying a lead without needing constant human prompts.

Salesforce secures enterprise data through the Agentforce Trust Layer. This native security architecture protects your information by using Sensitive Data Masking to hide PII and a Zero-Retention Policy, which ensures your proprietary data is never stored or used to train external AI models. This allows businesses to leverage powerful LLMs while keeping their data safely within their own security perimeter.

Yes. Salesforce is built on an open ecosystem that supports model openness. Through our "Bring Your Own Model" (BYOM) capabilities, you can securely connect to foundation models from partners like OpenAI, Anthropic, and Google. This allows you to choose the best AI model for your specific business needs while maintaining the security guardrails of the Salesforce platform.

AI at Salesforce is natively embedded into the Headless 360 platform and leverages data from CRM and external applications to provide insights, predictions, and generated content directly in the flow of work.

AI Agents are autonomous, proactive applications designed to execute specialized tasks to help employees and customers. Agents use large language models (LLMs) to analyze and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data 360 and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.

Yes. Salesforce free CRM specifically designed for small businesses gives your access to AI assistive features. Within Free Suite, you get access to AI features that include: Record Summarization: Instantly get a bulleted summary of any Lead, Account, Opportunity, Contact, or Case so you don’t have to dig through old notes. Email Drafting: Reach customers and prospects faster with AI drafted or revised emails It’s a 1-click setup. Meaning you don't need a technical background or an IT team to get started. You simply toggle it on with one click, and the AI immediately begins surfacing insights from your data.

Salesforce Einstein 是一个提供基于人工智能的电子商务解决方案的服务，旨在帮助企业优化客户体验、提高销售效率和增强数据分析能力。

通过利用 Salesforce Einstein 的预测分析功能，企业可以识别潜在客户、个性化营销活动，并提供定制化的购物建议，从而有效提升销售额。

Salesforce Einstein 利用机器学习和人工智能技术，能够自动优化销售流程、提高客户服务质量和增强数据洞察力，实现业务的智能化升级。