IBM and Salesforce announced the beginning of a partnership in which these companies will assist businesses in the process of implementing artificial intelligence in the segments of activities related to customer interaction.

This partnership means that the parties to the cooperation will help the firms that are their clients to integrate machine intelligence into the business, subject to the conditions of ensuring a high level of data protection.

Matt Candy, IBM Consulting’s global managing partner for generative AI, says that there is currently a need to increase employee productivity while improving the quality of customer service in terms of such criteria for evaluating this type of activity as speed, convenience, and personalization. According to him, the corresponding need has increased exponentially.

Matt Candy said that the partnership between IBM and Salesforce will allow corporate clients to gain new scaling opportunities and increase the pace of integration of generative machine intelligence. According to him, cooperation will contribute to meeting the business needs of customers.

IBM Consulting, as part of the implementation of the partnership plan, will apply its experience and delivery models to guide clients according to the scale of implementation and deployment of Salesforce artificial intelligence technology. This approach was developed in such a way as to ensure the most effective integration of Salesforce AI technologies, including Einstein, Sales Cloud, Service Cloud, Marketing Cloud, and Slack.

Also, the joint activity plan of the companies provides that customers can use IBM watsonx, a machine intelligence and data processing platform. This platform supports open standards and can disclose information that has been blocked in server systems in order to create a dynamic user and employee experience.

Last week, Salesforce CEO and co-founder Mark Benioff said during an earnings call that his company holds the view that artificial intelligence is critically important for achieving goals such as the growth of productivity, increasing efficiency, and improving customer service performance. He also noted that this company is the No.1 CRM by market share, based on the latest IDC Tracker software.

Separately, Marc Benioff stated that efforts are currently being made to become CRM No.1 with AI. According to him, the transformation has already affected the results for the second quarter. To achieve this goal, the company integrates machine intelligence into its products, paying special attention to the predictive model of advanced technology and generative AI. The firm said that the efforts made allowed it to become the world’s third-largest brand for the production of enterprise software in terms of revenue.

At the same time, industry research suggests that many companies currently do not have a clear understanding of their capabilities regarding the possibility of implementing generative AI, although they recognize the need to integrate advanced technology into business. In part, this kind of uncertainty is explained by the fact that due to the significant potential of artificial intelligence, there is no universal way to manage technology and there is no unambiguous decision about which department or team should be responsible for the development and implementation of compliance solutions.

As we have reported earlier, IBM Develops Prototype Brain-Like Chip.