salesforce has reached an agreement with Open AI to incorporate some of your models GPTin addition to those created by themselves, to the functionalities of your CRM software. All this is possible thanks to the creation of its new tool Einstein GPTwhich with the help of generative AI is able to improve relationships with its customers in a more efficient way.
paul contreras, Vice President of Solution Engineering at Salesforce Iberia, assures that innovation is advancing by leaps and bounds and that his company wants to position itself at the forefront of the application of AI in the CRM sector. In this way, any user will be able to interpret the data dumped in the cloud without having to have exhaustive knowledge about programming.
Einstein GPT generative AI assistant will help create unique and personalized customer experiences in ServiceCloud and to write relevant answers in SalesCloud. Although only available in trial mode, Einstein GPT has already generated more than 215,000 million predictions a day inside the platform CRM Customer 360 from Salesforce.
With the application of generative AI to Einstein GPT, the transformation process started last month is continued, when the AI assistant was integrated with Field Service Mobile and with DataCloud and Flow.
Einstein GPT keys
The release of Einstein GPT came in March, during the Salesforce TDX 2023 annual conference. But Salesforce Einstein’s origins date back to September 2016, when the company introduced it as a AI suite of tools which included machine learning, natural language processing and predictive analytics capabilities, making it the most intelligent CRM in the world.
With Einstein GPT, generative AI CRM technology is added and this allows you to create customer summaries, personalized emails, texts for marketing and even images for advertising campaigns. To do this, it draws on secure and real-time databases of Salesforce Data Cloud.
Improvements in the email service
Thanks to the generative AI that Einstein GPT brings with it, Sales Cloud users will be able to generate emails faster using CRM data. This time and cost savings will greatly benefit customers.
In March, MicrosoftSalesforce’s main CRM competitor, announced that its generative AI assistant, Dynamics 365 Copilot allows users to write customer email responses on their platforms Dynamics 365 Sales and live sales. Also the provider of the CRM platform, spirorecently released a new generative AI tool for sales people to compose emails.
Automatic email composition is expected to be fully embedded in business DNA before the end of the year. However, due to its alliance with OpenAI, Microsoft is ahead of Salesforce, since Copilot is available for many CRM and ERP products. In counterpart, Salesforce has strong offerings with Data Cloudwhich unifies the company data.
Other functionalities
Einstein GPT in Sales Cloud will allow users transcribe conversations with your customers in 14 more languagesincluding German, Hindi, Japanese and Spanish, thus enhancing the sales experience.
Thanks to Einstein GPT for Service information can be created based on notes and personalized chat responses from agents. With Einstein GPT for Sales you can create automatic sales, write emails or schedule meetings. With Einstein GPT for Marketing You can create dynamic personalized content and attract new users through emails, web and advertising. The same way, Einstein GPT for Slack provides insights about customers, drawing on AI in Slack as leads.
Einstein GPT for developer productivity allows you to streamline programming activities through Large Language Modelan AI model owned by Salesforce Research.
Possible impediments
Salesforce is addressing societal fears of generative AI, which can drive bias, privacy violations, and even the production of misinformation that could lead to confusion. The goal of Salesforce is ensure that Einstein GPT provides correct answersin such a way that the race towards AI innovations must go hand in hand with the most optimal security measures.
