Salesforce’s latest research reveals significant AI adoption across customer service, sales, and marketing teams, with nearly half of customer service teams, over two-fifths of salespeople, and a third of marketers fully implementing AI to enhance their work. However, 77% of business leaders express concerns about trusted data and ethical issues that could impede AI deployments.
The Trends in AI for CRM report underscores the importance of grounding AI models in trusted customer records to capitalize on generative AI opportunities. Despite the enthusiasm for AI, only 10% of people fully trust AI for informed decision-making, and 59% of organizations lack unified data strategies to ensure AI reliability and accuracy.
The report also highlights the gap between AI enthusiasm and organizational policies, with 80% of employees finding AI boosts productivity, yet only 21% have clear company policies on AI tools and use cases. Many employees use unapproved or banned tools, and 69% report a lack of AI training from employers.
Trust, data security, and transparency are crucial for successful AI implementation, with 74% of the general population concerned about unethical AI use. Salesforce CEO Clara Shih emphasizes the need for trusted data, user access control, and seamless integration for successful AI deployments.
