AiThority Interview with Kelly Eliyahu, Senior Director of Product Marketing at Salesforce

It is the Dreamforce Week! AiThority.com is covering Salesforce’s annual AI and CRM conference through news, interviews, and guest-authored articles. The dominant theme of this year’s Dreamforce is Generative AI. And, why not? The potential of Generative AI capabilities has gripped everyone in the industry. Even non-IT users with internet access are utilizing Gen AI to showcase their skills and creativity.

Last week, Salesforce published its findings from the survey titled, “Generative AI Snapshot Research: The AI Divide”. It found that 65% of Gen AI users are Gen Z and Millennials, out of which 60% are on their way to mastering the technology in the next few months. 52% of Gen Z users who use Gen AI capabilities trust the technology for better decision-making. With endless possibilities with gen AI tools, everyone needs to understand how a new AI technology could shape the future of our industries. 

We spoke to Salesforce’s Senior Director of Product Marketing, Kelly Elyahu. This is what Kelly has to share with you all.

Hi Kelly, welcome to AiThority’s Interview Series. Could you please tell us what’s the general sentiment among the GenZ users toward the existing Generative AI applications?

Kelly: Gen Z is leading the way with generative AI. They believe the technology saves them time, keeps them organized, and is fun. In fact, 70% of Gen Z are using generative AI, nearly half use it weekly or more, and more than half trust the technology to help them make informed decisions.

According to you, what are the key takeaways of your report that every business leader should definitely know in 2023?

Kelly: There are two things business leaders should walk away with after reading this research: the first is that AI usage starts with trust and education. When asked what would make them use generative AI more, both users and non-users said the technology needs to be more safe and secure. This means they want to know how the data they put in will be used by the company, especially if that data is their own personal information. They also want to have the option to consent to their data being used and they want to know how that information will be protected by the company.

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The other thing leaders need to know is that AI will only become this transformational technology for everyone if it’s integrated into daily digital life. For Baby Boomers, it needs to be integrated into their personal lives and the tools and programs they use, and for Gen Z it includes all those same things, but it also has to go into their professional work setting. For businesses, it needs to be integrated into features that directly benefit their customers.

Could you tell us how the Salesforce AI guidelines for responsible development and use actually benefits the current user groups?

Kelly: Companies need to ensure they have guidelines and ethical guardrails in place to guide the development of trusted generative AI – which ultimately benefits everyone. The data also showed that Gen Z in particular wants to use generative AI in the workplace to help them automate their tasks and do simple things like write emails or meeting notes. Companies that address that desire need to ensure that the AI technologies they’re introducing to help in those areas are still being developed in a responsible and ethical manner.

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According to Gartner, generative AI is at the peak of the inflated expectations in its Hype Cycle for Emerging Technologies report.

Could you please explain how your report could have a profound impact on AI businesses and society now and in the future?

Kelly: For AI to truly transform our world, it needs to be integrated in consumers’ daily digital lives and benefit them in ways they aren’t currently experiencing according to the data. For consumers, this includes their personal lives and the programs they use, such as their smart phones and smart homes as well as their professional work settings. Organizations that can help users make that jump from using generative AI for fun to using it to complete needed tasks – whether that’s in their personal or professional life – will find themselves contributing to AI’s impact on society and the future.

AI skills gaps are widening, and business innovation could go into the hands of generative AI tools as these mature with time and pervasive cloud.

What business opportunities could emerge as organizations compete for AI talent and customer attention at the same time?

Kelly: AI skills will go hand in hand with how successful a company is in the future. Business leaders and decision makers must help decrease the AI divide if they want to truly succeed with the technology. Companies that are transparent with how they’re using AI within the technology they develop, prioritize trust, and are able to make AI a seamless part of daily digital life are the ones that will lead in this AI revolution.

Thank you, Kelly! That was fun and we hope to see you back on AiThority.com soon.