The arrival of generative Al and the announcement of generative Al capabilities in Service Cloud Einstein has raised awareness of the opportunities to drive improved service efficiencyand customer outcomes with Al Although generative Al is relatively new, Al and automation are not: Salesforce Service Cloud Einstein was released in 2016, and has 10 features purpose-built for service that are generally available today. Many organizations have been taking advantage of those capabilities for years to deliver better customer experiences, drive process and service efficiencies, and gather more and better data.

In Valoir’s recent study, Assessing the Value of Al and Automation we found that 39 percent of the average customer service agent’s repetitive work tasks couldpotentially be automated by Al, and that automation is already underway in most organizations: the average agent has seen14 percent of their work automated in the past 2 years. However, service leaders must balance the potential benefits of Al withthe potential risks As such, companies must look to trusted providers to ensure data privacy and security and reduce the risk of adverse outcomes.