In March 2023, Salesforce made a groundbreaking move by appointing Clara Shih as its first-ever head of AI, marking a significant step in the company's AI strategy across its platforms, including acquisitions like Slack and Tableau. Shih, previously the leader of Salesforce's Service Cloud business and founder of Hearsay Systems, brought a wealth of experience to her new role.
Shih's journey into the realm of generative AI began with a pivotal moment in November 2021, during a meeting with a delegation from fashion brand Gucci amidst the Covid-19 pandemic. The Gucci team expressed their need for high-touch, accurate AI solutions to assist their customer service advisors, emphasizing the importance of avoiding a robotic chatbot experience. This encounter sparked Shih's curiosity about large language models (LLMs), particularly Salesforce's CodeGen, which had been in development since 2018.
Despite initial skepticism, Shih was intrigued by the potential of LLMs and their ability to revolutionize customer service interactions. This led to the development of EinsteinGPT, a groundbreaking AI product that seamlessly integrated Salesforce's proprietary models with other generative AI models. EinsteinGPT quickly gained traction, with Gucci becoming its first pilot customer and experiencing tangible benefits in customer service and sales.
Shih's leadership was instrumental in navigating the rapidly evolving landscape of AI adoption, especially following the release of ChatGPT by OpenAI. With companies prioritizing generative AI, Shih found herself inundated with inquiries and meetings, highlighting the exponential growth in demand for AI solutions.
To manage this influx of interest, Shih adopted Geoffrey Moore's Zone to Win framework, focusing on phased innovation across different horizons. Salesforce's Horizon 1 initiative involved launching targeted AI solutions for each department, addressing specific bottlenecks and automating mundane tasks. Horizon 2 focused on transforming the entire company by embedding AI capabilities into every aspect of Salesforce's platform, while Horizon 3 emphasized continued exploration and experimentation.
Despite the fast-paced nature of AI development, Shih remains committed to learning and staying informed about the latest research. She dedicates time each week to catch up on AI papers and attends hackathons and founder dinners to engage with the broader AI community. These interactions not only fuel her passion for innovation but also contribute to Salesforce's ongoing efforts to push the boundaries of AI technology.
In essence, Clara Shih's journey exemplifies Salesforce's commitment to AI innovation and its transformative impact on customer experiences. Through her leadership and strategic vision, Salesforce continues to drive AI adoption across its ecosystem, shaping the future of customer engagement and business operations.
