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On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service.
Key Takeaways:
- AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
- Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
- AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
- Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
- The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
- Responsible AI implementation involves risk assessment and consideration of workforce impact.
- Staying updated on AI technology is essential for informed decision-making and future readiness.
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