CRM

When AI agents first hit the scene, some companies rushed to replace humans in the contact center, convinced AI could do it all. But it didn’t take long to realize they’d overestimated what AI could do and underestimated the power of people. What they actually needed wasn’t fewer humans. It was smarter support. That starts […]

The Elizabeth Dole Foundation (EDF) is the leading organization supporting the 14.3 million military and veteran caregivers across the United States. EDF equips caregivers with essential tools, resources, and support through their Community Caregiver Map (CCM), a vital part of their Hidden Heroes Campaign. The CCM addresses a pivotal challenge: integrating population-level insights with specific

If you’ve read an article, turned on a TV, or listened to a podcast recently, there’s a good chance artificial intelligence (AI) was mentioned. (It’s also likely that AI was used to research, write, or create that content.) AI isn’t only changing the media we consume, it’s becoming central to the work that employees do

As a small or medium-sized business (SMB) owner, how many tasks do you tackle in a day? 10? 50? 100? And how many of those are eating up your time? All of them? We thought so. So the question is, how do we get these tedious tasks out of the way to focus on business

At Salesforce, giving back is in our DNA. We’re driven by a shared purpose to empower innovation and partner with organizations around the world to drive meaningful, lasting change in our communities. While our daily work delivering trusted technologies to our customers is the crux of that mission, Salesforce also powers our employees’ passions by

These days, anyone can use natural language with AI to build sleek digital interfaces and automated workflows at scale. Yet, technology alone doesn’t guarantee a great user experience. Only teams equipped with the right skills can deliver outcomes that resonate with customers and employees.  Design and developer roles, in particular, are changing. Designers now code,

In our first post in this series, we explored how to connect a MuleSoft application with Salesforce’s Einstein AI using the MuleSoft AI Chain (MAC) project. MAC streamlines the development process with a suite of connectors to LLMs, vector databases, APIs, and token management systems directly from within Anypoint Studio or Anypoint Code Builder.  In

We all have that one coffee shop we return to again and again for our daily motivation, tough days, and everyday moments. In fact, a few small and medium-sized businesses (SMBs) in your neighborhood create so much value and customer connection that their retention is better than big businesses. People become reliable, repeat customers without

Over the last 18 months, “AI agents” and “retrieval-augmented generation (RAG)” have gone from niche concepts to ubiquitous, yet profoundly misunderstood buzzwords. While they’re mentioned often in strategy decks, the number of organizations successfully shipping robust, production-grade implementations remains vanishingly small. Since 2024, I’ve been architecting and tinkering with systems that integrate agentic logic with