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Good morning. Today is Tuesday, December 19th and we're covering Salesforce upgrading its AI assistant to handle unstructured data, best practices for customer engagement with generative AI, and a jailed politician using AI voice cloning technology to virtually campaign. New to The Intelligence Age? Sign up here.
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News & Insights

With AI Upgrade, Salesforce's Einstein Copilot Will Handle Unstructured Data

Salesforce's Einstein Copilot is set for an upgrade that will allow it to process unstructured data—think PDFs and emails. This enhancement is significant; it frees professionals across sales, customer service, and IT, among others, from the confines of rigid data formats. Einstein Copilot Search, another feature within the offering, promises to deliver advanced search responses and intuitive recommendations by interfacing with both structured and unstructured data in real-time.

The underpinning technology, Salesforce's Data Cloud Vector Database, enables this functionality by unifying diverse data types and eliminating the need for extensive fine-tuning of large language models—cutting costs and time for businesses. As Salesforce EVP Rahul Auradkar points out, it allows customers to "reason over the full spectrum of their enterprise data," powering applications more efficiently. These features, with Einstein Copilot set for general release and Einstein Copilot Search entering pilot phase in February 2024, position Salesforce at the forefront of enterprise AI solutions. zdnet

Navigating A Shifting Customer-Engagement Landscape With Generative AI

Generative AI is reshaping customer engagement with its advanced data harnessing capabilities. Companies are keenly investing, as 76% of executives in a recent Corinium Intelligence and WNS Triange survey are either using or planning to utilize this technology. As industries pivot to meet changing consumer expectations, the emphasis is on creating a precise roadmap for AI integration. Akhilesh Ayer, executive at WNS Triange, highlights the necessity of senior leadership alignment and a robust data ecosystem, citing a successful AI-driven claims process for an insurer as an example of improved customer satisfaction.

Despite the technology's promise, executives grapple with challenges like securing internal buy-in and overcoming technical hurdles such as bias and data quality. Ayer stresses the importance of third-party expertise to circumvent common pitfalls and expedite value generation. The strategic focus for investment, according to Ayer, should be on data modernization, talent acquisition, and data privacy solutions, always with an eye on measurable customer satisfaction improvements. technologyreview

Why does this matter?

The incorporation of generative AI in customer engagement not only streamlines processes but could also forge a new paradigm in personalization. Imagine an AI that anticipates customer needs before they even articulate them, creating a predictive engagement model that could redefine the customer experience landscape. However, this raises ethical questions about privacy and consent, as the line between helpful prediction and invasive surveillance becomes increasingly blurred.

Pakistan’s Former Prime Minister Is Using An AI Voice Clone To Campaign From Prison

In a bold move transcending physical confinement, Imran Khan's political party harnessed AI to amplify his voice from behind bars. The Pakistan Tehreek-e-Insaf party (PTI) constructed a virtual Imran Khan using an AI voice clone to deliver a message during a virtual rally, a feat accomplished through ElevenLabs' text-to-speech and voice generation technology. As Jibran Ilyas of PTI put it, leveraging AI was imperative "to get over the suppression."

Despite government attempts to throttle the dissemination of the virtual rally by blocking major social platforms, Khan's message, a blend of his own scripted words and AI-generated vocalization, reached over half a million YouTube views. The use of historical footage and stock images, combined with Khan's AI-synthesized voice, underscores the innovation and resilience of political communication in the digital era. theverge

Why does this matter?

The utilization of AI voice clones in politics could redefine the reach and continuity of political campaigns, even when a candidate is indisposed. But consider the potential for misuse; the same technology that voices a campaign could be co-opted to generate disinformation with a leader's cloned voice, raising critical questions about authenticity and trust in the digital world.

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Research Review

Distilling Large Language Models For Matching Patients To Clinical Trials

Mauro Nievas et al.

∑ Summary: The study systematically evaluates and demonstrates that open-source large language models, fine-tuned on a specialized synthetic dataset, can match the performance of proprietary models like GPT-3.5 and GPT-4 in patient-trial matching in healthcare, offering a cost-effective and privacy-conscious alternative with the resources made publicly available.

Written by Isaac R. Ward, Casey Clifton, and Alex Brogan.

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