Transforming customer engagement with generative AI: A practical guide

Discover how to secure data, select the right LLM, and implement generative AI with Slalom’s Salesforce AI Accelerator using NVIDIA NIM

By Allen Mann and Christopher Hale, contributions by Sarah Wong

When considering taking the first steps in effective generative AI (GenAI) usage, there are many questions that need to be answered:

• How secure is my data?
• Are the AI-generated answers accurate and reliable?
• How can I ensure the AI-provided answers won’t cause issues for my company, especially in customer-facing scenarios?
• How do I pick the right LLM?
• What about picking the right vector database? Wait, what’s a vector database?

Starting down this path can feel overwhelming. Slalom is addressing these concerns by integrating NVIDIA’s powerful technology with Salesforce’s configurable and extensible platform. Our streamlined framework simplifies the deployment of GenAI, helping deliver secure, relevant, and effective customer interactions.

Recently, Slalom implemented our Salesforce AI Accelerator for a leading technology company that had many of these questions. Using NVIDIA NIM inference microservices architecture, we were able to connect data from around the client ecosystem and surface those vital insights across Salesforce. This seamless integration creates a streamlined way to connect to leading open-source LLMs in a performant and scalable manner.

Using these components, we created a dynamic and generative virtual assistant that provides guidance for sales reps on how to best perform their roles. Previously, this technology company’s sales reps had to create a case to get assistance with their Salesforce instance. This particularly affected new and junior users with less experience navigating the company’s complex Salesforce instance. By combining the power of an open-source LLM through NVIDIA NIM with Salesforce Knowledge and a vector database, we developed a virtual assistant that can answer these questions without requiring human intervention. This solution allows the sales support team to focus on operational problems that require human attention, making their jobs more fulfilling.

One of the key aspects of our solution is ensuring that the LLMs we use are grounded in what we call “enterprise truth.” This means the virtual assistant provides responses based solely on accurate and verified information specific to the enterprise, helping ensure relevance and reliability. Leveraging the flexibility of NVIDIA NIM, we successfully integrated and utilized both the Llama 3 and Mixtral 7B LLMs during the LLM selection and output validation phases of the project. This helped showcase how easily different models can be connected and employed to meet various needs.

Our success with this implementation was driven by the expertise and innovation of the Slalom AI Innovation Hub for Salesforce. This dedicated team has been on the ground implementing enterprise-grade conversational AI with real clients and solving real problems for years. For example, we’ve helped Virgin Voyages reshape the way their customers use technology to plan the perfect trip with Vivi, the first generative AI–powered digital human built on Salesforce. We are proud to be recognized as a trusted Salesforce AI Data Cloud partner, bringing years of lessons learned and best practices to all our projects.

What is the Salesforce AI Accelerator?

Slalom has architected a cross-cloud framework for Salesforce built with a foundation in trust and security that allows for the LLM of your choice paired with dynamic data for powerful insights and generated content. This accelerator is a set of tools that enables a Salesforce user to:

• Craft a virtual assistant in minutes by selecting a NVIDIA NIM open-source model (e.g., Llama 3 or Mixtral 7B).
• Generate insightful data summarizations across Salesforce objects, powered by NVIDIA-accelerated models.
• Deploy dynamic menu systems for virtual assistants, organized by Knowledge categories and topics, with responses drawn from inquiry-specific articles.
• Elevate their email marketing strategy and personalize email templates with AI-driven speed and precision.
• Identify and fill gaps in their Salesforce Knowledge base for enhanced completeness and effectiveness.
• Analyze model efficiency and cost with transparency.

Unlock the full potential of your Salesforce ecosystem by infusing it with GenAI capabilities from NVIDIA’s software and your preferred cloud infrastructure partner. Slalom’s accelerator seamlessly integrates these cutting-edge technologies with Salesforce’s robust data management and security features. This powerful combination empowers your workforce and elevates customer experiences to new heights.

Take the next step by securing your slot with Slalom for a live demonstration of our accelerator or an interactive workshop tailored to your business needs. Together, we’ll align your vision with tangible value, leveraging the combined strengths of powerful technologies to drive innovation and growth within your organization.

Slalom is a next-generation professional services company creating value at the intersection of business, technology, and humanity. Learn more and reach out today.