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Salesforce unveils Einstein GPT

by Editor
March 8, 2023
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Salesforce unveils Einstein GPT
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Today, Salesforce unveiled Einstein GPT, a generative AI tool that creates personalized content across every Salesforce cloud CRM. The announcement came during day one of the company’s TrailblazerDX’23 event.

The company also announced a partnership with OpenAI, out of which a ChatGPT app (currently in beta) is available for Slack. The partnership will also make other “out-of-the-box” integrations between Salesforce tools and ChatGPT.

Dig deeper: OpenAI unveils ChatGPT API at very low prices

Einstein GPT. Billed as the world’s first generative AI CRM technology, Einstein GPT matches Salesforce’s proprietary AI models with real-time data from Salesforce’s Data Cloud. Salesforce customers can then connect that data with OpenAI’s models or other generative AI models, and generate content within their Salesforce CRM.

Customer data in the CRM allows marketers to communicate with their customers, and from that, the generative AI can help create personalized messages. For instance, salespeople using the tool will be able to generate personalized email responses or create other personalized content in campaigns that can potentially drive up response rates.

Integrations. In addition to integrations in all of Salesforce’s clouds, as well as Slack, Einstein GPT will also integrate in Tableau and MuleSoft, Salesforce CEO Marc Benioff said in a statement.

“The world is experiencing one of the most profound technological shifts with the rise of real-time technologies and generative AI,” said Benioff. “This comes at a pivotal moment as every company is focused on connecting with their customers in more intelligent, automated and personalized ways.”

Marketing and sales capabilities. Here are all the Einstein GPT tools Salesforce announced:

  • Einstein GPT for Sales. Auto-generate sales tasks like composing emails, scheduling meetings, and preparing for the next interaction.
  • Einstein GPT for Service. Generate knowledge articles from past case notes. Auto-generate personalized agent chat replies to increase customer satisfaction through personalized and expedited service interactions.
  • Einstein GPT for Marketing. Generate personalized content to engage customers and prospects across email, mobile, web, and advertising.
  • Einstein GPT for Salesforce’s Slack app. Deliver AI-powered customer insights in Slack like smart summaries of sales opportunities and surface end users actions like updating knowledge articles.
  • Einstein GPT for Developer.: Improve developer productivity with Salesforce Research’s proprietary Large Language Model by using an AI chat assistant to generate code and ask questions for languages like Apex.

Generative AI Fund. Salesforce Ventures also announced a new $250 million generative AI fund, the aim of which is to develop the AI ecosystem and bolster development around responsible generative AI.

Why we care. So far, this has been the year of generative AI. For years, Salesforce has been developing its Einstein AI capabilities. Now, that intelligence is given more pointed chat and content generation functions through its integrations with OpenAI’s Chat GPT.

Of course, AI in marketing has other flavors of functionality. For instance, Petco uses Einstein to generate product and experience recommendations to customers. They also keep a human close by to review many of the personalized templates the AI comes up with.


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Today, Salesforce, a cloud computing platform provider, announced the debut of Einstein GPT, a new natural language technology that employs powerful AI to create automated customer conversations that are indistinguishable from those a human agent might have with a customer.

Salesforce believes that this natural language technology will bring important advances in customer service, engagement, and analytics that fundamentally change the customer experience. In a statement about the launch of Einstein GPT, Salesforce CEO Marc Benioff said, “Whether it’s on a website, in an app, or over social media, customers should be able to expect a personalized interaction with their favorite brands. With Einstein GPT, we’re empowering businesses to deliver those experiences.”

Einstein GPT is designed to navigate conversations with customers by understanding the intent of their messages, so that customer inquiries can be provided with the right information without ever involving a live customer service representative. This increases the speed and accuracy of customer service, while also freeing up agents to focus on more complex issues.

In addition, Salesforce has integrated Einstein GPT with its Machine Learning service, which enables customer service automation to be tailored and improved over time with real-time customer data. With this comprehensive insight, customer service agents are able to provide an even more personalized response experience.

By leveraging AI, natural language processing, and machine learning, Salesforce has taken customer experience to a whole new level with its launch of Einstein GPT. With the launch of this natural language technology, customer service representatives around the world will be empowered to hone their customer service tactics and become more readily available to customers at the same time.

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