Salesforce's AI Journey

Salesforce's AI Journey – Three Major Waves

1. Wave 1: Predictive AI – Einstein (2016)
2. Wave 2: Generative AI – Einstein Copilot (2023)
3. Wave 3: Agentic AI – Agentforce (2024/25)

Wave 1: Predictive AI (Einstein)

Launched: 2016 – Salesforce’s first AI capability.

What it is:

• Uses historical data + statistical models to predict outcomes.
• Provides scores, forecasts, insights (not generative or action-based).

Examples in Salesforce:

• Lead Scoring – Predicts lead conversion likelihood.
• Opportunity Insights – Predicts deal closure probability.
• Forecasting – Predicts next quarter’s revenue.

Note: Think of it as a data-driven fortune teller for your CRM.

Wave 2: Generative AI (Einstein Copilot)

Launched: 2023 – Introduced generative AI assistance.

What it is:

• Uses LLMs to generate content (emails, summaries, charts).
• Acts as a supportive assistant, not autonomous.

Examples in Salesforce:

• Email Drafts – Creates personalized customer emails.
• Case Summaries – Condenses lengthy histories.
• Query Understanding – Fetches records from natural-language queries.

Note: Like having a smart content writer inside Salesforce.

Wave 3: Agentic AI (Agentforce)

Launched: 2024/25 – The autonomous AI era in Salesforce.

What it is:

• Autonomous AI that can execute multi-step workflows independently.
• Combines Predictive + Generative AI with automation and decision-making.

Examples in Salesforce:

• Service Agent – Creates cases, attaches knowledge, updates, sends replies.
• Sales Agent – Updates stages, creates follow-ups, logs notes.
• Ops Agent – Cleans duplicates, updates reports automatically.

Note: Like a junior employee who does the work inside Salesforce.

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