Impact of AI-Powered Solutions on Salesforce User Experience: Leveraging Cloud Technologies

Abstract

Background: Artificial intelligence intelligence (AI) and cloud computing are reshaping customer relationship management (CRM) systems, with Salesforce leading this transformation through its Einstein AI and cloud-based architecture. However, the actual impact of these innovations on user experience (UX) remains underexplored. Objective: This study investigates how AI-powered features within Salesforce, supported by cloud technologies, influence user satisfaction, ease of use, perceived usefulness, and overall UX across organizational departments. Methods: A quantitative, cross-sectional survey was conducted with 150 Salesforce users from various industries. Data were analyzed using descriptive statistics, correlation analysis, multiple linear regression, and analysis of variance (ANOVA) to assess the relationships between AI usage, system usability, cloud performance, and user satisfaction. Results: Participants rated cloud performance and AI ease of use positively. However, regression analysis revealed a significant negative relationship between perceived usefulness and user satisfaction. Other variables, including AI usage frequency and ease of use, did not significantly predict satisfaction. ANOVA showed no significant departmental differences in user satisfaction. Conclusion: AI and cloud tools offer value to Salesforce users, but satisfaction depends on transparency, usability, and alignment with user expectations. Strategic design and user-centered implementation are key for maximizing UX.

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