Our AI copilot launched to thousands; here’s what happened

Today’s question: How can my organization introduce an AI copilot with ease and confidence?

Conversational AI assistants are popping up all over, promising to help you do your job faster and more efficiently, and reshape customer interactions. Are you considering using one at your organization? If so, we invite you to learn from our experience. We recently rolled out to thousands of Salesforce employees. Here are the takeaways.

Little spoiler, it’s already saving countless hours of work — and, the rollout came with its fair share of surprises.

How can you design for conversational AI?

Generative AI and LLMs (large language models) have turned the world of conversation design upside down. Canned, predefined responses and chatbots are so yesterday. You’re now designing for an intuitive chat experience that can handle natural language. These guidelines are a primer for designers in the early stages of designing for conversational queries. 

What our community is saying

“With AI evolving to harness big data, the concept of personal AI agents is intriguing. I’m truly curious how these agents might be leveraged across different sectors to improve customer interactions and enhance operational efficiencies.”

—Arkadiusz Adamek, new business developer, Exadel and Codette Global

What we’re reading

• Email summaries and drafts, creating presentations, and digital meeting proxies are some of the smartest ways to use AI at work. (WSJ)

• The General Services Administration, the giant shared services arm of the U.S. government, is running 150 AI pilots using 132 generative AI tools. (Fedscoop)

• The mad dash to invest in AI will contribute to an 8% increase in global IT spending this year. (CIO)

This newsletter was curated by Lisa DiCarlo Lee, Contributing Editor at Salesforce

What’s the biggest question you have about AI? Let us know with a comment below. We read every single one and may just choose yours as the subject for a future newsletter.