Salesforce’s Greg Lee on AI as a cornerstone of modern government services

Greg Lee, Director of Solution Engineering at Salesforce, discussed the significant evolution of AI in government services over the past year, highlighting the shift from experimental AI initiatives to practical, user-empowering applications. He emphasized the importance of leveraging Software as a Service for rapid innovation and no-code platforms to address complex government processes. Lee also introduced the concept of “Customer Zero,” where Salesforce innovates and tests its own products, which then informs customer technology strategies. He cited a success story where Salesforce’s AI reasoning engine improved case deflection rates by up to 80%, illustrating the effective integration of human and AI expertise.