After more than two years of online events, it was great to finally see the Australian Salesforce community get together again for the Salesforce World Tour in Sydney. Despite the horrible weather outside, the keynote was a full house, showing the popularity of the platform and the dedication of those supporting it.

The event featured a fantastic welcoming ceremony from Gaigal elders, Dylan Alcott as one of the MCs and Bernard Fanning as the musical act. For a Powderfinger tragic like myself, it was great to see. Pip and the team really pulled out all the stops for this event.

For those who could not attend the event, it is available to watch online, and I highly recommend you do so here.

What’s New

But enough about the event, let us take a look at the enhancements. Salesforce has announced a range of new service innovations, utilising AI and cloud intelligence for better, more personalised customer experiences. These include:

  • New marketing and cloud features use AI-powered conversational intelligence and allow mobile offline access to information, along with further Customer Data Platform innovations.
  • AWS Contact Lens is now used to provide advanced conversational transcription for lengthy phone calls. AWS Contact Lens creates real-time sentiment analysis and supervisor alerts to deliver agent coaching and full-text search on call transcripts. AWS Contact Lens will have native support for these using Service Cloud Voice with Amazon Connect.
  • New service partners Google Cloud and Genesys offer greater choice in how customers utilise Service Cloud Voice, enabling AI-driven recommendations and automated workflows.
  • Increased field service operations will also create better cohesiveness with the Salesforce Field Service App allowing teams on the frontline to connect with their headquarters easier.
  • The Visual Remote Assistant allows customers to schedule sessions in advance, partake in one-on-one virtual support sessions, and provide augmented reality services from their phones.
  • There are also new CDP features. With streaming insights and data actions, marketers can capture near real-time data signals, such as a new customer, a recent product transaction, or a payment issue, to trigger workflow events. 
  • CDP also offers Advanced Identity Resolution, which uses AI to match and merge data for better customer identification.

Overall it was a great event, and with the features above, there was a lot to unpack. With these service and marketing innovations layered with AI, businesses will ensure tailored experiences that build trust and loyalty with customers. To learn more about how these enhancements can strengthen your customer interactions, reach out today to our Salesforce team.