In response to the rise of AI, Salesforce has announced a strategic shift to open the UI that serves as the gateway to its CRM to AI developers. While seeking opportunities centered on data use, it must also contend with the risk of weakening its contact points with customers.
As advanced artificial intelligence increasingly replaces software, Salesforce has shifted its strategy and indicated that it will open access to the UI that serves as the gateway to its CRM for AI developers. This is expected to expand the potential for new AI-powered functions and integrations.
Potential partners include advanced AI companies such as U.S.-based Anthropic. Salesforce is emphasizing its aim of using its own data resources to strengthen competitiveness in the AI era. Details of the specific implementation and application areas are provided in the article.
At the same time, some point out that a data-centered strategy carries the risk of weakening contact points with customers. The greater the use of AI, the more Salesforce becomes a behind-the-scenes provider, making it a key challenge to maintain the quality of the customer experience in the field.