Another bumper week of CX news has seen Salesforce unveil the "world's first" LLM benchmark for CRM, while Microsoft announced that it would be abandoning its Copilot Pro GPT Builder after just three months.
Elsewhere, BT penned a big contact center deal with ServiceNow.
Here are the extracts from some of our most popular news stories over the last seven days.
Salesforce Unveils a “World First” Innovation to Optimize GenAI Implementations
Salesforce has announced the “world’s first” LLM (large language model) Benchmark for CRM.
With the solution, Salesforce customers can rank LLM models on a leaderboard to select the best possible option for their chosen generative AI (GenAI) use case.
The LLM Benchmark enables this by leveraging a “comprehensive evaluation framework”, with criteria grouped into four categories: accuracy, speed, cost, and trust & safety.
With scores available across each category, Salesforce hopes businesses can make “smart decisions” when evaluating LLMs and utilize its open Einstein platform to leverage multiple models where they’re best fit.
So, for example, a service team may harness one LLM to draft customer replies and another to summarize customer conversations.
However, the LLM Benchmark will only be available across service and sales use cases on release – with Salesforce planning to expand the offering across its CRM apps thereafter.
The CRM leader also promises to continually advance its evaluation of LLMs and – eventually – to rank fine-tuned models alongside iterations of hallmark offerings like ChatGPT, Gemini, and Llama (Read on...).
Microsoft Culls Its Copilot Pro GPT Builder: A Warning for Enterprise GenAI Adopters?
In January, Microsoft announced Copilot Pro, a paid version of Microsoft Copilot.
Then, in mid-March, the tech giant extended the application by allowing users to create custom GPTs.
As with OpenAI’s GPT Store, users could hard-code those custom GPTs to perform particular tasks within various applications.
However, just three months later, Microsoft announced that it would remove that capability for consumers starting July 10, 2024.
In a surprise web post, the tech giant noted: “We are continuing to evaluate our strategy for consumer Copilot extensibility and are prioritizing core product experiences while remaining committed to developer opportunities.
To this end, we are shifting our focus on GPTs to Commercial and Enterprise scenarios and are stopping GPT efforts in consumer Copilot.
By making such a statement, Microsoft hints that it has not made enough money through its 365 subscriptions to account for the significant cloud computing costs that come with ChatGPT.
As such, its sales teams are shifting the focus to selling these capabilities to enterprises (Read on...).
BT Group Taps ServiceNow to Bring GenAI & Automation Into Its Contact Centers
BT Group has penned a multi-year agreement with ServiceNow to “improve customer and employee experiences”.
