Salesforce’s Einstein Copilot Brings AI To CRM

Here are five things in tech that happened this week and how they affect your business. Did you miss them?

1 – Salesforce announced the public beta availability of Einstein Copilot.

CRM company Salesforce has announced Einstein Copilot – the AI assistant that gives customers an enhanced experience through automation, data mining, and increased productivity. Described as “grounded in a company’s unique data and metadata,” Einstein operates with a comprehensive understanding of the client’s business/customer base giving it the ability to interpret complex conversations, answer precise questions, and produce new content. (Source: MarTech Cube)

Why this is important for your business:

According to the company, other features include: “Out-of-the-box Actions” – a set of pre-programmed capabilities, automated responses, or business tasks that are activated by user prompts; “Reasoning Engine” – Einstein’s ability to make informed decisions and execute problem solving. As stated by Salesforce CEO, Marc Benioff, “Einstein Copilot is the only copilot with the ability to truly understand what is going on with your customer relationships.”

As the market leader in CRM applications you can bet every other mainstream CRM application will be taking Salesforce’s lead and developing similar capabilities in the months to come, if not already. Talk to your vendor.

2 – GoDaddy launches a suite of AI tools for small businesses.

GoDaddy has launched its newest AI-powered tool, GoDaddy Airo. A “customizable solution” included with domain purchases, Airo handles everything from presenting a list of available domain names for your business website, to selecting the logo, drafting website copy, and setting up a payments system. With the range of demands small business owners handle day-to-day, this AI-powered instrument alleviates the time-intensive task of website construction. Airo gets users up and running in hours and offers customizable features to capture their unique brand. Airo will also set up your business email address, social media handles, product descriptions, and – a highly valuable time-saver. (Source: Fast Company)

Why this is important for your business:

This is a big step forward towards the goal of AI assistants replacing most of the work that your web designer does by allowing you to make requests – written or voice – and having the assistant do the grunt work.

3 – These major companies are using AI to snoop through employees’ messages, report reveals.

In online privacy news, Fox Business reported on employee messages being monitored during work hours. As cited in the report, Walmart, Delta, T-Mobile, Chevron and Starbucks are using the AI platform Aware to track employee communications to (presumably) identify any language that would be of concern to an employer. In the burgeoning era of remote work, employers are tasked to tighten cybersecurity measures. This “snooping” tactic is an offshoot of the remote-work model that has drawn differing opinions as to its benefits regarding employee productivity. Lydia Hu who reported on the story, mentioned Slack and Microsoft Teams as the platforms that Aware is known to scan. (Source: Fox Business)

Why this is important for your business:

Hu also got reaction from people on the topic of AI scanning work conversations: “That just doesn’t really foster a trustworthy kind of business vibe,” one woman said. “I [would feel] like they’re just trying to get something out of me and get me in trouble or something,” said another.

Couldn’t agree more. Maybe big companies have the time and resources to do this stuff, but smaller businesses who spend the effort to snoop should really find something else to do.

4 – Employees input sensitive data into generative AI tools despite the risks.

Privacy issues with AI has been an ongoing discussion since the launch of popular devices like ChatGPT and others. With the increasing use of AI systems in the workplace, Eileen Yu of ZDNet reported on a concerning trend: employees – aware of the risks of inputting sensitive data into “publicly available” AI tools – proceed at their own risk. Yu cites a survey done by research company 3Gem where 11,500 employees in several countries were asked about these risks – 39 percent acknowledged handling sensitive info with AI could compromise their organization. (Source: ZDNet)

Why this is important for your business:

If your employees are using AI tools you need to be aware of this significant issues. Data such as customer information, emails, and financial data, are being processed by AI even though the risk of leaks can be moderate to high.

5 – AI could make the four-day workweek inevitable.

The benefits of AI seem to be accelerating the four-day workweek from concept to reality. The BBC reports that EU countries – notably Germany – have launched four-day week “trials” and have produced positive results with artificial intelligence. In London, this model has been successful for the agency Driftime where AI is used to handle simple tasks. Data from a 2024 study done by London company Tech.co, surveyed 1000 US companies and found 29 percent of organizations used ChatGPT and other tools to streamline their processes. And 93 percent of those surveyed said they’re open to the four-day workweek. (Source: BBC)

Why this is important for your business:

This is not an AI issue. It’s a culture issue. I have clients that have figured out how to re-arrange schedules and invested in technologies to accommodate four-day workweeks and by doing so have another recruiting weapon to wield.