Using LLMs to classify and route cases in Salesforce

"When I was a Salesforce developer, I frequently worked with small internal teams within larger organizations. Since traditional AI solutions require large amounts of data and specialized infrastructure to function properly, utilizing AI capabilities was something that a small compliance department or customer service team wouldn’t even consider.

Now with services such as Cohere, you can fine-tune pre-trained Large Language Models (LLMs) and use Patterns to provide easy-to-configure data orchestration with no infrastructure required. No matter what budget or available resources, small teams no longer need to be left behind in the AI revolution and can take advantage of these powerful tools to improve their operations and decision-making.

In this article, I’ll explain how to quickly set up a Salesforce Case classifier using an LLM such as GPT-3. While this is a common use case for AI within Salesforce, this example can be applied to other AI solutions as well."