Salesforce and Accenture Join Forces to Enhance AI-Powered Customer Service Interactions

Salesforce and Accenture Join Forces to Enhance AI-Powered Customer Service Interactions

(IN BRIEF) Salesforce has announced a partnership with Accenture to establish a hub for generative artificial intelligence (AI) to accelerate the deployment of its Einstein GPT AI solution for customer relationship management (CRM). The companies will work together to develop custom AI strategies and accelerators for growth, innovative use cases for sales and service, industry-specific AI models, and a generative AI and data cloud. They will also provide upskilling for AI success through learning resources. Salesforce’s Einstein GPT can help transform customer experiences by creating personalized, AI-generated content across sales, service, marketing, IT, and more, freeing up employee time to focus on more complex and creative work.

(PRESS RELEASE) NEW YORK, 4-May-2023 — /EuropaWire/ — Accenture (NYSE: ACN), a global professional services company with leading capabilities in digital, cloud and security, has announced a collaboration with Salesforce, the global leader in CRM, to accelerate the deployment of generative AI for CRM. The two companies plan to establish a hub for generative AI that will provide organizations with the technology and experience they need to scale Einstein GPT – Salesforce’s generative AI for CRM – helping to increase employee productivity and transform customer experiences.

Generative AI has the power to transform how companies do business and free up employees’ time to focus on more complex and creative work. According to recent Salesforce research, most senior IT leaders (84%) say generative AI will help their organization better serve customers. To ensure the new technology is deployed effectively, Salesforce and Accenture’s AI and industry knowledge aim to provide companies with strategies and technologies that harness generative AI effectively.

“Generative AI has enormous potential to transform the way companies interact with customers and drive business growth,” said Bill Patterson, EVP and general manager, C360 Applications, Salesforce. “Accenture and Salesforce together have years of experience in AI and play a critical role in ensuring customers get the most value from this technology. We want to come together to bring the visionary and technical expertise needed to unlock new possibilities for AI- and data-powered CRM, driving a profound transformation in customer interactions.”

Emma McGuigan, senior managing director and Enterprise & Industry Technologies lead at Accenture, added, “Generative AI has the potential to transform work and reinvent business, with large language models impacting up to 40% of all working hours across industries, changing the way companies interact with their customers and ushering in a new era of generative AI for everyone. Companies need the infrastructure and knowledge to deploy this new technology to help address their unique business needs. By combining Accenture’s industry experience with Salesforce’s technology, we plan to be well positioned to help customers solve problems with generative AI faster and more effectively.”

The acceleration hub, which will connect to Accenture’s Generative AI and Large Language Model (LLM) Center of Excellence, will facilitate custom AI strategies and accelerators for growth. Senior leaders from Salesforce and Accenture plan to work with customers to develop customized AI strategies using new accelerators for Einstein GPT, user interfaces, and process automation, which can help increase productivity and profit for their businesses.

Salesforce and Accenture also plan to develop innovative use cases for sales and service. Generative AI can increase seller productivity with automated tasks to help drive ongoing engagement with customers and prospects. It can also improve customer experience and agent productivity for every customer service interaction with trusted CRM data and automate knowledge management to help companies respond to the needs of their customers more effectively.

In addition, the hub will facilitate industry-specific AI models for customers in the financial services, health, manufacturing, and public sector industries. Using Data Cloud to connect and harmonize information, Salesforce and Accenture will explore how generative AI can learn from customer data to create more personalized experiences for customers faster.

Salesforce and Accenture plan to develop learning resources that help teams develop and enhance their generative AI skills, fostering the next generation of talent within the Salesforce ecosystem. Specific areas of focus include programming Einstein GPT, AI literacy, data science and analytics, and ethics and responsible AI.

With Einstein GPT, companies can trigger powerful, time-saving automations and create personalized, AI-generated content across sales, service, marketing, IT, and more. The generative AI can generate personalized emails for salespeople to send to customers, specific responses for customer service professionals to more quickly answer customer questions, targeted content for marketers to increase campaign response rates, and code for developers.

About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

About Salesforce
Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.

Contact:

Hannah Unkefer
Accenture
+1 206 839 2172
hannah.m.unkefer@accenture.com

SOURCE: Accenture