Building Trust in AI for CRM: Deloitte Digital and Salesforce collaborate to offer cutting-edge strategies
Deloitte Digital is collaborating with Salesforce to provide organisations worldwide with the tools and strategies they need to deploy trusted AI for Customer Relationship Management [CRM]. The partnership aims to help clients harness the power of generative AI to deliver personalised customer experiences, drive company productivity, and safeguard their data.
The collaboration will leverage Deloitte Digital’s AI services, industry expertise, and profound knowledge of data protection to assist organisations in implementing and scaling Salesforce AI Cloud, the suite of trusted, open, and business-ready generative AI-powered applications. As part of the collaboration, Deloitte Digital and Salesforce will offer clients a comprehensive set of tools, including quantitative, research-backed trust frameworks, industry-specific AI use cases through AI readiness labs, and upskilling programs through the Deloitte AI Academy to foster the next generation of talent.
Research conducted by Salesforce has revealed that while 73 percent of employees perceive generative AI as introducing new security risks, almost 60 percent of those planning to use the technology lack knowledge regarding data security measures. To address these concerns, Deloitte’s Trustworthy AI framework highlights six fundamental dimensions for effective AI deployment: fairness and impartiality; transparency and explainability; responsibility and accountability; robustness and reliability; privacy preservation; and safety and security.
Deloitte Digital recently introduced its Generative AI practice, bringing together leading services, AI talent, and extensive industry experience to support enterprise leaders in designing their Generative AI strategies and creating innovation AI-fuelled applications. The Trustworthy AI framework helps clients develop necessary safeguards and balance ethical priorities during product development and operation.
Clara Shih, CEO of Salesforce AI, emphasised that becoming an AI-first company is crucial for every organisation to compete, and with the collaboration’s help, organisations will have the strategies and technologies needed to drive personalised customer experiences and immediate business outcomes.
Salesforce AI Cloud, designed for CRM, combines AI, data, analytics, and automation to offer trusted, real-time generative AI that is enterprise-ready. The AI Cloud will empower sales representatives and developers to unlock efficiency, enhance experiences, and accelerate growth.
Deloitte Digital, with a global presence in over 40 countries, will bring its extensive Salesforce experience to help clients deploy AI for CRM at scale. By uniting leading digital and creative capabilities with its deep industry knowledge and experience, Deloitte Digital aims to tackle clients’ biggest challenges, using creativity, purpose, and technology to power modern business transformation and shape a better future for clients, society, and the planet.