ROI of Generative AI in Salesforce - Complete Cost-Benefit Analysis Guide
Infographic showing the significant increase in ROI from using Generative AI in Salesforce, illustrating automation benefits, cost reduction, and improved customer satisfaction. This visual emphasizes the transformative power of AI in optimizing sales processes and boosting business efficiency.
Introduction
In the era of digital transformation and automation, AI applications are at the forefront of innovation.
As a leader in customer relationship management, balancing human and automated services for optimal customer satisfaction is essential.
Without an innovative approach, survival in the age of transformative technology becomes a challenge.
You can generate as much as 161.44% ROI by using AI to summarize cases
Automation, particularly in customer relationship management, can unlock numerous advantages that enhance efficiency, reduce costs, increase customer satisfaction, and provide a competitive edge.
The Need for AI
Globally, 73% of businesses have adopted AI systems and automated their business strategies. If you're still using an outdated playbook to manage your workflow, it's time to consider the benefits of AI in customer relationship management:
| Use Case | Description | Resources |
|---|---|---|
| ROOT CAUSE ANALYSIS | Reduce response and resolution time | Root Cause Analysis Video |
| CASE DATA SUMMARIZATION | Summarize customer data | Case Data Summarization Video |
| ACCOUNT 360 | Review historical data | Account 360 Overview |
| GENERATE ROI | Cut customer support cost | ROI of Generative AI and Salesforce |
| SENTIMENT JOURNEY | Predictive analysis to improve CSAT | Sentiment Journey Video |
Before investing in AI for your Salesforce org, it's crucial to conduct an ROI analysis.
Cost of Manual Customer Support
Consider a call center providing customer support for a business. The approximate numbers and costs are as follows:
| Number of Agents | Avg. Calls Taken by Agent/Day | Avg. Time to Read Case Details | Hourly Cost of Agent | Daily Expense on Manual Case Summarization |
|---|---|---|---|---|
| 100 | 40 | 3 minutes | $30 | $6000 |
The daily 'Case data summarization tax' is $6000, which also results in longer waiting times for customers.
But what if your numbers are different? Plug in your numbers here.
Impact of Grunt Work
Grunt work, tasks that are not an employee's primary role, can significantly impact a business's profitability.
For instance, a customer service rep handling paperwork, reading case summaries, and storing records wastes valuable time that could be better spent serving customers.
Role of AI in Eliminating Grunt Work
AI can help eliminate grunt work and empower customer service reps by assisting them in various aspects of their jobs:
- Customer preference: AI can deliver a more personalized and satisfactory experience by identifying customer preferences.
- Workflow management: AI can automate small, time-consuming tasks that require human intervention, like invoicing, data entry, and outreach efforts.
- Sentiment Tracking: AI can help customer service reps understand a customer's satisfaction levels before taking over the conversation.
Salesforce + GPTfy is The Key
GPTfy, a Salesforce AppExchange App, uses AI to auto-generate case summaries. It can securely process cases, related emails & notes and automatically add them to case records for the agent.
GPTfy can reveal actionable insights into how to approach your business with Salesforce.
Consider the same call center spending $6000 daily on manual case summarization. If they leverage OpenAI's summarization capabilities:
| Manual Case Summarization | Case Summarization - GPTfy+AI | |
|---|---|---|
| Number of Agents | 100 | 100 |
| Calls/Day/Agent | 40 | 40 |
| Avg. Time to Read | 3 Minutes | 1 Minute |
| Hourly Agent Cost | $30 | $30 |
| Daily Cost | $6000 | $2000 |
You can save as much as $4000 every day with GPTfy+AI.
Run your numbers here and find out how much you can save daily.
Calculating ROI
For an investment of $59,000 on AI, you can save more than $700,000.
The payback period is short, with the initial investment recovered in less than a year.
Find out your daily cost of running AI and your annual investment here.
The GPTfy Advantage
GPTfy, a 100% Native Salesforce AppExchange App, allows businesses to AI-enable their Salesforce users. For $19.99/User, businesses can go live in hours and securely bring AI to their Salesforce.
GPTfy Use Cases - Service Cloud
| Goals | Function | Description | User |
|---|---|---|---|
| Improve Service | Summarize Case + Sentiment | Provides a bird's eye view of a Case and sentiment of interactions | Support Rep, Call Center, Support Mgmt |
| Improve Service | Root Cause Analysis | Based on Case, comments, and emails | Support Rep, Call Center, Support Mgmt |
| Improve Service | Send Email to Case Contact | Writes draft email, editable and personalized | Support Rep |
Download Service Cloud PDF
GPTfy Use Cases - Sales Cloud
| Goals | Function | Description | User |
|---|---|---|---|
| Boost Sales | Welcome Email for New Leads | Drafts initial response email, links to datasheets/websites | Account Executive, Sales Management |
| Boost Sales | Territory Realignment & Onboarding | Provides account summary for new/realigned reps | Account Executive, Sales Management |
| Boost Sales | Reduce Sales Gruntwork | Summarizes sales notes and opportunities | Account Executive, SalesOps Management |
Download Sales Cloud PDF
Conclusion
The integration of AI into your Salesforce org can deliver significant ROI.
GPTfy, with its AI-driven automation, can improve decision-making, generate the desired ROI, and cut costs.
The right time to get GPTfy is now.