These days, leveraging the power of large language models (LLMs) is becoming a major trend. But selecting the right model isn’t always easy. Each LLM has its own strengths and limitations, and most are still in the early stages of development. This makes it difficult for businesses to evaluate how effective or secure generative AI tools really are.

To tackle this challenge, Salesforce has officially introduced the world’s first AI CRM benchmark — a framework that helps businesses evaluate and choose the best-fitting LLM for their specific CRM goals. Let’s take a closer look at this new tool!

What is the LLM Benchmark?

Salesforce’s LLM benchmark is designed to help businesses assess and select the most suitable model for their specific use cases. The tool evaluates LLMs based on four main criteria:

• Accuracy: Measures how precise, complete, clear, and instruction-following the model’s responses are.
• Cost: Looks at the cost-effectiveness of the model, categorized into high, medium, or low.
• Speed: Assesses how fast and smoothly the model responds.
• Reliability & Safety: The most important factor — it evaluates the model’s ability to protect sensitive customer data, follow compliance rules, and avoid harmful or biased content.

Based on these criteria, the tool provides tailored scores depending on the use case. For example, if a business needs an LLM to write sales emails, the benchmark will suggest the best model while showing scores for accuracy, safety, and cost.

Similarly, if a company wants to use an LLM to respond to customer support emails, the benchmark can recommend the most appropriate model using the same four factors.

Customize Models with Einstein

Another highlight is how Salesforce’s Einstein platform allows businesses to customize which AI models they use for different tasks — instead of relying on a one-size-fits-all approach.

For example:

• Use Claude to write compelling sales emails.
  Use OpenAI to summarize customer account data quickly.

This flexibility helps businesses take advantage of each model’s unique strengths and achieve better performance across various daily tasks.

Why Does This Matter?

AI is currently at the center of innovation in tech, but many businesses still have concerns about trust and data privacy. Salesforce’s clear benchmarking system helps companies better understand LLMs and adopt AI in a more responsible and effective way.

Importantly, this evaluation process isn’t fully automated — it’s developed and refined by Salesforce’s AI experts to ensure high accuracy and real-world relevance.

Silvio Savarese, EVP and Chief Scientist at Salesforce AI Research, explained:

“We want to ensure generative processes align with CRM goals. If customers have specific needs around cost, speed, or use cases, they can refer to our data and charts to make smart decisions.”

He also emphasized that this is just the beginning:

“We’re committed to expanding this benchmark with more metrics, real-world scenarios, and data.”

Final Thoughts

Salesforce’s new LLM benchmark is a big step forward in helping businesses better understand and select the right AI models for their CRM needs. While LLMs are becoming more powerful, having a reliable and transparent way to evaluate them empowers businesses to use AI with greater confidence and impact.

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