How Unified Knowledge Fuels Generative AI To Improve Customer Service | Salesforce

Meet Unified Knowledge, the fastest way to bring generative AI to your customer service. Customers can bring in knowledge from third-party systems like SharePoint, Confluence, Google Drive, and even websites into Salesforce. By bringing all of your knowledge resources together, you have a comprehensive data foundation that can ground generative AI capabilities to provide the right answers at the right time to service agents and AI assistants to deliver a faster, more personalized customer experience.
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Chapters
0:00 Introduction
1:28 How Salesforce uses Artificial Intelligence
2:40 What is the Einstein 1 Platform and how does it work with Service Cloud?
3:50 Why data is crucial for AI
4:58 Introducing Unified Knowledge
8:10 Unified Knowledge Self Service Demo
11:20 How Sonos uses Unified Knowledge
16:40 Unified Knowledge Agent Experience Demo
20:07 Unified Knowledge Field Service Demo
22:27 How to setup your knowledge base
23:06 Phase 1: Getting Started with Unified Knowledge
25:10 Phase 2: Evolving with Unified Knowledge
27:00 Phase 3: Growing with Unified Knowledge
28:29 How to ground AI with knowledge
35:04 How the Einstein Trust Layer works
40:15 Live Q&A
50:06 Closing
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