How to Use GenAI with Google and Salesforce for Companies Today
By Amas Tenumah and Robert Mowery
Most senior IT leaders (84%) say generative AI will help their organizations better serve customers, and 67% are prioritizing generative AI (GenAI) for their businesses within the next 18 months. With GenAI’s exponential growth and potential to disrupt customer service, Slalom is helping Google Cloud customers on Salesforce use GenAI to provide the personalized customer interactions that help businesses grow and delight customers.
Harnessing the real business benefit of GenAI occurs when you combine your large language model (LLM) with the data in your Salesforce CRM. What if your customer data is in Salesforce, but your LLM is on Google Cloud? Can you leverage your Google Cloud LLM on Salesforce today? Will you have to choose one or the other? Will you be able to easily create a governance model to protect your data and the interactions? Would you need feedback and refinement for your generative bots in both systems?
We answer these questions and more below:
Can I bring my Google LLM into my Salesforce instance?
Many customers have been on their AI journey for many years and want to bring that investment inside their Salesforce instance to make GenAI even more useful. With Slalom’s GenAI framework for Salesforce, you can bring your Google Cloud LLM inside Salesforce. The framework is built natively on Salesforce connected to your Google Vertex AI API; the GenAI accelerator enables you to combine data inside your Salesforce instance including workflows and processes to build bots that can enhance service operations.
How do I keep up with governance on multiple systems?
One risk of GenAI involves governance. How do you make sure there is data and brand safety? How do you continuously refine the answers with feedback?
Slalom’s GenAI accelerator leverages the Slalom GenAI framework for Salesforce, which gives you the tools to keep a bot on brand and on topic, as well as keeping both data and interactions safe and secure. This accelerator is built natively on Salesforce, enabling you to leverage existing data in and out of Salesforce and workflows to enhance customer service operations. Even more impressive is its ability to provide feedback and refinement to the model from the Salesforce instance without requiring you to hire data scientists. This allows you to hand the control to the subject matter experts, providing a better overall experience for employees and customers.
For example, Vivi, the first digital human built on the Salesforce platform, leverages retrieval-augmented generation (RAG) architecture, generative AI, Salesforce Knowledge, and the Einstein Bot framework to create an informative, conversational chatbot. As agents converse with customers, Slalom’s framework suggests and drafts Salesforce Knowledge articles to be reviewed and approved by the Virgin Voyages Sailor Services team, so Vivi gets smarter and smarter as time goes on!
Am I locked into one LLM?
Slalom’s GenAI framework for Salesforce is built to be LLM agnostic, so you can get started with your Google Cloud LLM, or decide what LLM strategy works for you in the future, all while keeping the governance and refinement you have built in Salesforce.
When is this available?
The Slalom GenAI framework for Salesforce allows you to design, develop, and deploy GenAI-powered bots customized and powered by Google Vertex AI LLM today. While the BYOM (Bring Your Own Model) is not currently available with Salesforce, our accelerator allows you to join other Slalom customers who are already bringing their own LLM into their Salesforce instance.
As the race to delight customers with GenAI-powered bots continues to heat up, we believe there are a few actions you can take now to maximize success:
- Begin leveraging your Google Cloud AI investments with your Salesforce data to delight customers and employees.
- Create optionality in your LLM strategy that allows you to switch LLMs while retaining the governance model in Salesforce for continuity.
- Democratize the power of GenAI by safely empowering subject matter experts to provide feedback to your model.
Learn more about the Salesforce and Google partnership here, or schedule a demo at Slalom.com/Salesforce.
Slalom is a next-generation professional services company creating value at the intersection of business, technology, and humanity. Learn more or contact us today to schedule a demo.
