As a 19-year veteran of implementing Salesforce, I’m quite passionate when I think about using AI with Salesforce (or Veeva). Here are five pain points that I believe AI is going to solve.

1) Pain Point: The company needs to instantly send follow-up emails letting customers know that their correspondence has been received and the estimated time to resolution, per specific problem or concern.

Solution: Use Salesforce + AI to route the customer correspondences and send an instantaneous email response with the estimated time to resolution for their specific problem or concern.

2) Pain Point: A national company is small-medium-business-sized and has average funds to spend on IT for this size. The sales department needs an email sent to all current customers in only CA, OR, WA, NV, and AZ states advising a new compliance regulation. This email must apply to all of the relevant customers going forward.

Solution: Use Salesforce + AI to send an email to all current customers and all future customers who fit this specific condition.

3) Pain Point: A customer is having trouble turning on their router. They access the router company’s website, fill out a support form, and send it in.

Solution: Use Salesforce + AI to quickly attach this inquiry directly to the customer’s record in the database and provide a quick set of instructions for their problem, as well as provide the customer further contact information should the instructions not be helpful enough.

4) Pain Point: Sentiment analysis: AI can analyze customer interactions across various channels, such as emails, social media, and support tickets, to gauge customer sentiment and identify emerging issues or trends. A product analyst wants to measure how many communications on Twitter/X that a certain product has been mentioned. In addition, they would like metrics on what types of mentions there have been and to categorize all of the types of mentions.

Solution: Use Salesforce + AI to rapidly correlate and compile social media research to generate reports and dashboards metrics data.

5) Pain Point: Voice assistants: Integrating AI-powered voice assistants, such as Salesforce Einstein Voice, allows users to interact with Salesforce using natural language commands, enabling hands-free access to information and updates.

Solution: Continuing on from the previous example, the product analyst uses Salesforce Einstein Voice to manipulate the reports and dashboards to the desired configuration. This information may be exported from Salesforce for use in presentations.

In summary, this is where I believe AI is going with Salesforce (and possibly Veeva). I’d love to connect with you to discuss this further.

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