Salesforce：2024年生成式人工智能在銷售領域的趨勢報告（英文版）（10頁）.pdf

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1、SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES1SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES2SALESFORCE RESEARCHResearch MethodologySalesforce conducted a survey on generative AI in partnership with YouGov from May 1825,2023.It included more than 4,135 full-time employees across sales,s

2、ervice,marketing,and commerce.The data in this guide reflects responses from 1,036 full-time sales professionals,representing companies of a variety of sizes and sectors in the United States,United Kingdom,and Australia.The survey took place online.The figures have been weighted and are representati

3、ve of all U.S.,U.K.,and Australian full-time employees over the age of 18.1,036 sales professionals from 3 countriesSALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES3 SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES3Table of ContentsForeword01|Generative AI is Helping Teams Sell Faster and Mo

4、re02|Sales Teams Feel Unprepared for Generative AI03|Building Trust:Sellers Want Oversight and Secure Data04|Building Skills:Sellers Want Training and Opportunities040506070809More AI Resources for Sales TeamsSALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES4Youve probably heard a lot about gener

5、ative AI by now.Youve probably even tried using it for basic tasks like writing emails,only to get back generic copy with questionable accuracy.Not very revolutionary.Imagine using generative AI that pulls not just from public databases,but from customer data you can trust.This tool can see that a c

6、ustomer just browsed your website and launched a new product.Then it can create a sales strategy for your team thats so relevant and personal,it makes junior sellers as effective as top reps.Now thats a game changer.At Salesforce,weve made this dream possible.We see generative AI as the technology o

7、f our lifetime.And we want to help you differentiate yourself and your company by supersizing your skills with generative AI.Heres how.The first wave of generative AI will come over the next year or two.During this first part of the innovation cycle,the advantage will go to the early adopters.My adv

8、ice?Get innovative,act with urgency,and use it.Then,there will be a second wave of generative AI,as its use becomes widespread and sustainable.Thats when the advantage will go to the companies with the cleanest customer data.My advice?Dont wait to to shore up your data.To get you started,this report

9、 sheds light on how more than 1,000 sellers are experimenting with generative AI.Youll learn how theyre overcoming skills and trust hurdles.Youll get insights for catching the first wave of generative AI with new tools.And youll learn the importance of cleaning and securing your customer data to use

10、 this technology effectively long-term.SALESFORCE RESEARCHJennifer LagalyEVP,Sales,SalesforceForewordSALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES5Automate sales communicationsCreate sales reportsAnalyze market dataGenerative AI Is Helping Teams Sell More,Faster01SALESFORCE RESEARCHOver half

11、of sales professionals agree that generative AI helps or will help them do their jobs better in several ways:58%of salespeople agree generative AI helps or will help them increase productivity.They estimate it saves or could save them 4.5 hours a week.56%say it helps or will help them increase sales

12、.61%say it helps or will help them better serve customers.Sales professionals are already using generative AI to help with a variety of tasks,from researching accounts and writing prospecting emails to creating sales reports and building sales strategies.“The future of sales is to serve,not sell.Gen

13、erative AI gives us guidance thats so personal and precise,were always presenting the most relevant solutions no pushing required.”Marcus ChanSales coach and author of“Six-Figure Sales Secrets”Sales professionals already using generative AI are using it to:Create basic content82%74%71%68%68%Build sa

14、les plans and strategiesBase:Respondents who use generative AISALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES6Sales Teams Feel Unprepared for Generative AI02SALESFORCE RESEARCH“The reality is that being unprepared is a choice.The benefits come when we see AI as a tool,not a terror,and bring it

15、into our sales motions.”Anita NielsenSales leader and author of“Beat The Bots:How Your Humanity Can Future-Proof Your Tech Sales Career”Sales professionals report low generative AI adoption compared to marketing counterparts.MarketingSalesServiceTotal73%49%of sales professionals say generative AI in

16、troduces new security risks.of sales professionals say they dont know how to safely use generative AI at work.A trust gap:A skills gap:51%22%35%20%24%15%41%20%Currently using or experimentingPlan to useAbout a third of sales professionals are currently using or experimenting with generative AI.Thats

17、 more than in service but less than in marketing.Whats holding sales teams back?Largely,a trust and skills gap.Most sales professionals say generative AI introduces new security risks,and nearly half(49%)also think generative AI outputs are inaccurate.Many also feel unprepared.Only 47%say they know

18、how to get the most value out of generative AI at work.SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES7Building Trust:Sellers Want Oversight and Secure Data03SALESFORCE RESEARCH“Before we can experience the benefits of generative AI,we have to know we can trust it.Work with your technical teams

19、 to safeguard customer data and monitor results for inaccuracy and bias.”Scott LeeseSales leader and Founder,Scott Leese ConsultingCombined public and private data (e.g.,customer data)Enhanced security measuresEthical use guidelinesTrusted customer dataSales professionals say these are the more impo

20、rtant factors for using generative AI:Human oversight56%of sales professionals say human oversight is important for using generative AI.of sales professionals say ethical use guidelines are critical for using generative AI.A call for human oversight:A call for ethical guidelines:54%To close the trus

21、t gap,sales professionals prefer to keep a human in the loop and protect sensitive data.The majority of sales professionals say ethical-use guidelines are critical for successfully using this technology.Most also call for human oversight to verify its conclusions,with more than two-thirds(68%)agreei

22、ng that generative AI lacks human contextual knowledge.Sales professionals are also focused on data security,with 63%saying that their companys data is not properly set up for generative AI.SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES8Building Skills:Sellers Want Training and Opportunities04

23、SALESFORCE RESEARCH“Turn your sales org into a sales lab.Give generative AI tools to your sellers and tell them to experiment until they find the applications they love.Thats how well train sellers not from the top down,but from the bottom up.”John Barrows,CEO,JBarrows Sales Trainingof salespeople e

24、xpect their employer to provide them opportunities to learn how to use generative AI.of sales professionals say their employer doesnt provide generative AI training.As generative AI arrives at work,sales professionals are torn between between feeling excited and unprepared.On one hand,sales professi

25、onals are concerned about job security,with 39%worrying they will lose their jobs if they dont learn how to use generative AI at work.On the other hand,they see the potential of generative AI to bring positive change to their role:56%of sales professionals say that generative AI will transform the s

26、kills they need at work.Eager to learn,sales professionals are looking to their companies for opportunities to work with generative AI.63%67%SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES9AI Resources for Sales Teams:SALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES9Discover our AI tools fo

27、r sales.Visit the productSee how Sales Cloud brings you trusted AI.Watch the demoHear from a Salesforce sales leader on winning with AI.Watch the webinarSALESFORCE RESEARCHTRENDS IN GENERATIVE AI FOR SALES10The information provided in this report is strictly for the convenience of our customers and

28、is for general informational purposes only.Publication by Salesforce,Inc.does not constitute an endorsement.S does not warrant the accuracy or completeness of any information,text,graphics,links,or other items containedwithin this guide.S does not guarantee you will achieve any specific results if you follow any advice in the report.It may be advisable for you to consultwith a professional such as a lawyer,accountant,architect,business advisor,or professional engineer to get specific advice that applies to your specific situation.Copyright 2023,Salesforce,Inc.All rights reserved.