Salesforce: AI is an Arms Race, After All..

Martin Schneider —  March 6, 2017 — Leave a comment

steintongueA few weeks ago I wrote a blog post around how artificial intelligence (AI) is more of an arms race than a “killer feature” that tech firms will be making themselves.

I referenced Salesforce, and its supposedly AI-powered Einstein as an example of a risky bet to make. Salesforce’s strengths are not in analytics (one could argue they’re not in CRM anyone either, but that’s a topic for another day), so why invest your own resources to build something that has already been built? And, why invest when something has already been built better than you can build it?

So, long story short – Salesforce today (surprise, surprise) announces that it can not complete its vision for Einstein without a real “arms dealer,” which in this case happens to be IBM’s Watson.

We have been working with integrating Watson into the Sugar platform for a while now, and can agree that Salesforce has chosen a winning tool. But, we wonder how much money and time Benioff and co. wasted by trying to do it themselves first?

Again, in the end, those that leverage the powerful AI tools in Watson, Amazon’s Alexa, etc. in ways that are seamless and delight employees and customers alike will win.

Maybe this was just an “I told you so” kind of post, but it is important to see that we may not be recapitulating as many mistakes as we have in the past with cloud and mobile in the world of AI…

Martin Schneider

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Martin is Head of Product Evangelism at SugarCRM.

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