RACV Expands AI With Salesforce Data 360

RACV is expanding AI across its contact centre, web and mobile channels using Salesforce’s Data 360, company digital technology GM Simon Baldock said at Agentforce World Tour Sydney. The insurer currently uses Data 360 for compliance, observability and auditability and plans agentic AI, knowledge virtual assistants, transcript summarisation, sentiment analysis and next-best-offer capabilities grounded via Data 360’s zero-copy architecture. RACV partners with Accenture for innovation.