Customer Zero: How Salesforce Used Its Own Technology To Save 50,000 Hours of Working Time in One Quarter

AI is transforming the way we work - and the benefits for employees and companies alike can be massive when we effectively integrate AI into our workforce strategies. At Salesforce, innovation is a core value and we've seen that come to life in our employees' interest in leveraging AI.

We've now deployed more than 50 AI-powered tools to help our employees drive higher productivity.

We've now deployed more than 50 AI-powered tools to help our employees drive higher productivity. Based on employee feedback - and in partnership with our AI Council and CIO Juan Perez - we prioritized four enterprise-wide solutions designed to help enhance goal-setting, automate daily tasks, find information faster, and streamline support - all while freeing up our Employee Success (ES) and IT teams to focus on more complex tasks.

Einstein in Slack saves 50,000 hours in one quarter

Earlier this year, we introduced an AI-powered Slack app, called Einstein, that assists Salesforce employees with day-to-day tasks. Think scheduling and summarizing meetings, answering general questions, and planning an offsite.

Desk workers report spending 41% of their time on tasks that are "low value, repetitive, or lack meaningful contribution to their core job functions," according to the latest research from Slack's Workforce Lab. This app, built directly in Slack, helps our employees refocus their energy on higher value work.

In one quarter, the app processed nearly 370,000 queries, which saved employee users an estimated 50,000 hours combined - in just three months' time.

Project BaseCamp creates a single, seamless digital workplace across the web

A recent survey by Gartner found that "47% of digital workers struggle to find information or data needed to effectively perform their jobs." At Salesforce, we want to ensure this is not a barrier to productivity - so we created Project Basecamp.

Project BaseCamp will be Salesforce employees' single destination to search for and get support, news, events, tasks, and training - all personalized based on where they work, and who they are.

Powered by Experience Cloud and Unified Knowledge with Einstein generated answers, BaseCamp uses AI to search across multiple information repositories and generate answers to employee questions like, "How do I replace a lost badge?" And if an employee needs support, they can log a ticket from the same interface - cutting down on context-switching and getting them answers faster.

BaseCamp builds on the productivity gains we've seen from our AI-powered Ask Concierge app - which has resolved more than 88,000 requests, and sped up issue resolution from an average of 48 hours to just 30 minutes - a tremendous gain in productivity.

Einstein-powered V2MOM creates deeper alignment toward business goals

Einstein is also transforming one of the most critical processes at Salesforce: the V2MOM. The V2MOM (Vision, Values, Methods, Obstacles, and Measures) is our business plan for the year. It allows employees to know what's expected of them, how they're performing, and get rewarded for delivering results.

Now, with Einstein and our enhanced V2MOM tool, employees have a digital assistant to help develop clear and measurable goals. When an employee logs into our V2MOM tool, built on Salesforce, they can prompt Einstein with their unique vision and goals, and it will help generate a plan that is grounded on the V2MOM of their management chain.

The result is deeper levels of alignment across the organization, which helps us reach our business goals faster. Since the launch, 85% of employees have used the new Einstein V2MOM features to enhance their goals.

With Einstein built in, we've reduced reliance on tech agents and emails by 50%, and have a 93% self-service rate - with Einstein Chatbot resolving 88% of questions.

Experience Cloud helps new hires onboard more efficiently

We want our new hires to feel supported and productive as quickly as possible, so we built a site on Experience Cloud that gives newly hired employees access to benefits information, tasks, and quick links to get them started on their Salesforce journey. With Einstein built in, we've reduced reliance on tech agents and emails by 50%, and have a 93% self-service rate - with Einstein Chatbot resolving 88% of questions.

AI helps people and companies thrive

Success requires people and AI - we'll always have a human at the helm. With AI, Salesforce employees are leaving the repetitive tasks to the bots, so they can focus on more meaningful work that's both valuable and rewarding - which is not just good for employees, it's good for business.

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