Without grounding, a sales email has no context and may encourage customers to buy products they already own,” said Egts. “A tone-deaf email would desensitize your customers from not only acting on your email but opening the next one.”
The basic questions you ask LLMs may generate impressive but unusable responses. Why? They’re missing crucial, relevant context, which is called grounding. How can you create your own trusted AI prompts?
Check out Prompt Builder
Integration
An enterprise LLM may be trained on thousands of data sets. But a one-size-fits-all model doesn’t automatically reflect your brand voice and definitely does not include your company’s proprietary data. That’s why any AI project must start with a solid data foundation.
“Off-the-shelf LLMs weren’t trained on your company’s data, so you need to either ground your prompts and/or tailor your model,” said Egts. “Otherwise, you’ll get a very vanilla, unhelpful response.”
Consider this example: A customer sends a note to a merchant america phone number list that part of their order is missing. When data is disconnected, a system might produce a generic response like, “John, we apologize you did not receive all your items. We’ll make sure to resolve this for you. We can either issue a refund for the missing item or arrange for a replacement to be delivered to you as soon as possible.”
When there is context, and all systems are connected, automated responses are much more personalized and satisfying for the customer.
Hi John,
I apologize for the missing order. I can offer you two options: I can either process a refund of $12.37 to your Visa ending in 0123, or I can arrange for a replacement of the missing red socks. As a Loyalty Program Member, the replacement will be a priority delivery within 2-4 days.
What’s the secret to making this happen? Integrations that connect your data and applications from any system, whether cloud or on-premise. In this scenario, CRM, payment and logistics systems work in harmony to create a better customer experience.
“You’ve got to figure out the data sources you need to unlock, how they will feed your LLM, and how you can create a 360-degree view of your customer,” said Egts. Without addressing systems integration challenges, your AI relies on generic data that doesn’t benefit your business or your customers.
Trusted AI starts with a technology trust layer
A trust layer helps your team benefit from generative AI without compromising customer data. From data masking to toxicity detection, see how the Einstein Trust Layer delivers security guardrails that keep your data safe.
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Security and data privacy
Data security has long been at the top of companies’ priorities. Salesforce research shows generative AI brings the added risk of proprietary company data leaking into public large language models. When you provide your company’s information to an LLM, you may be inadvertently giving it sensitive customer and company data that may be used to train its next model.