Salesforce Announces Einstein GPT, the World’s First Generative AI for CRM

Artificial intelligence (AI) has been making waves worldwide in recent months, with groundbreaking developments in the field capturing the attention of professionals across various industries. One such development that has caused a stir is the release of ChatGPT, a cutting-edge language model that has taken the tech world by storm. This has profoundly impacted businesses relying on Salesforce for customer relationship management (CRM) needs.

In March of 2023, the Salesforce CRM technology was topped up with the latest AI tool, Einstein GPT, which promised to revolutionize how companies interact with their customers. In this article, we’ll take a closer look at what Salesforce Einstein GPT is, how it can benefit teams across various industries, and how customer behavior can alter because of it.

TL;DR

Einstein GPT is a groundbreaking AI technology, built specifically for the Salesforce CRM platform. The tool has seamless integration with all the major Salesforce Clouds and is famous for its natural language prompts. This GPT model can help businesses generate pinpoint, targeted content for miscellaneous purposes in marketing, sales, service, or programming. Thus, it can perfect customer interactions, unburden customer service teams, ease the lives of developers, and do so much more.

Besides, there are five common Einstein GPT products that you can use in various departments: Einstein GPT for Sales, Einstein GPT for Marketing, Einstein GPT for Service, Einstein GPT for Developers, Einstein GPT for Slack, and Einstein for Flow.

What is the Einstein GPT All About?

Salesforce promotes Einstein GPT as the world’s first generative AI tool for CRM. Built on the GPT-3 (Generative Pre-trained Transformer) architecture and integrated into all of Salesforce Clouds as well as Tableau, MuleSoft, and Slack, Einstein GPT is capable of generating natural language responses to customer queries, creating personalized content, and even drafting entire email messages on behalf of sales representatives.

Einstein GPT is designed with a seamless CRM integration in mind, with the ability to fine-tune the model for specific industries, use cases, customer feedback, and needs. This makes it an incredibly versatile tool that can provide significant value to businesses of all sizes and industries.

Salesforce AI Einstein GPT aims to:

• Help businesses using Salesforce CRM to deliver more personalized customer experience to their customers.
• Boost teams’ productivity with generative AI by having the work done faster.
• Improve customer engagement by leveraging the power of custom predictions and producing content tailored to specific demand.
• Help connect with customers in a more intelligent, automated, and personalized way.
• Make smart business decisions by getting automated insights for the entire organization using Salesforce data analytics products such as Tableau. 

Why does Salesforce Claim Einstein GPT is even Better than Einstein AI?

Einstein GPT is the latest iteration of Salesforce’s Einstein artificial intelligence technology, which is already responsible for generating over 200 billion AI-powered predictions daily across the Customer 360 platform.

One of the most exciting features of Einstein GPT is its ability to combine proprietary Einstein AI models with ChatGPT and other leading large language models, allowing users to interact with CRM data using natural language prompts. This, in turn, enables the creation of highly personalized, AI-generated content and triggers powerful, time-saving automations that can help streamline workflows and improve productivity. By leveraging the power of both Einstein generative AI and GPT technology, businesses can unlock new levels of efficiency and deliver exceptional customer experiences.

Salesforce Customer 360: Its Features and Benefits for Businesses

Salesforce Customer 360 is a revolutionary customer relationship management (CRM) platform that provides a single view of the customer across all touchpoints. Keep reading to discover all the benefits you can expect.

Einstein GPT and Einstein AI differ in several key ways:

1. Architecture. Einstein GPT is based on the GPT-3 architecture, which is specifically designed for natural language processing (NLP) tasks, while Einstein AI is a more general-purpose AI technology.
2. Focus. Salesforce Einstein bot GPT is primarily focused on generating natural language responses and content, while Einstein AI is focused on predictive analytics and machine learning.
3. Integration. Einstein GPT is designed to be integrated with other AI technologies, including OpenAI, to provide users with even more advanced generative AI capabilities, while Einstein AI is largely a standalone technology.

Features of Einstein GPT in Salesforce CRM

Salesforce Einstein chatbot GPT features & capabilities:

• Through generative AI, Einstein GPT enables the creation of personalized content across all Salesforce cloud services resulting in more productive employees and better customer experiences.
• Einstein GPT is highly customizable and extensible, with support for both public and private AI models that are purpose-built for CRM and trained on trusted, real-time data.
• The integration of Einstein GPT with OpenAI provides Salesforce customers with powerful generative AI capabilities right out of the box.
• The ChatGPT app for Slack uses advanced AI technology from OpenAI to deliver instant conversation summaries, research tools, and writing assistance to users.

Why Should You Move Your Data to Salesforce from Other CRM Platforms?

Why Should You Migrate to Salesforce CRM and How Can Advanced Communities Help You With It?

How GPT Einstein for Salesforce Helps Different Teams

Einstein GPT can be used in a variety of ways to improve business operations and cultivate stronger customer relationships. For instance, it can create customized email messages for sales teams to send to clients, provide prompt responses for customer service representatives to quickly address customer queries, generate tailored content for marketing campaigns to increase engagement rates, and even automatically generate code for software developers which can improve developer productivity. With these capabilities, Einstein GPT can help businesses streamline their processes, enhance customer engagement, and ultimately drive growth and success.

Sales teams. Einstein GPT for sales helps to sell smarter and close the deals faster while automating and personalizing sales tasks like composing emails, scheduling meetings, auto generate sales tasks, and preparing for the next interaction. 

Service teams. Einstein GPT for service empowers agents to be more productive on digital channels and deliver faster, more personalized service by auto-generating personalized agent chat replies to increase customer satisfaction. Plus, Salesforce Einstein GPT can create AI-powered conversation summaries, which can be used for your further service activities.

Marketing teams. Einstein GPT can help marketing teams to be more efficient by generating targeted content, building and automating email campaigns, enhancing mobile messaging, personalizing advertising across channels, and many more.

Commerce teams. GPT Einstein platform AI tool helps commerce teams to grow business faster with intelligent product recommendations, tailored product sorting, and meaningful search results.

Developers teams. Einstein GPT supports developers by letting them generate code and ask questions for languages like Apex. 

What is AI Cloud for Einstein GPT?

The AI Cloud for Einstein GPT lets users to integrate the generative AI best practices across the Salesforce CRM and its entire Salesforce Cloud ecosystem. Thus, Salesforce Service Cloud, Salesforce Sales Cloud, and Salesforce Marketing Cloud can be optimized for greater performance with real-time and trusted generative AI.

With the presence of such AI models and this cloud in particular, Salesforce is a perfect place for keeping your data private. The security is boosted with Einstein GPT Trust Layer and Salesforce Data Cloud (more on that in a minute).

What are Six AI-powered Einstein GPT Products?

Salesforce provides a range of AI-fuelled products that are supposed to change customer experience for the better. The first one is Einstein GPT for Sales. This solution helps businesses automate routine tasks like email drafting or report generation, get AI insights on customer data, and improve sales outcomes.

Number two is Einstein GPT for Marketing. With its help, you can create targeted content for various marketing channels, optimize your strategy, and offer personalized customer journeys.

The third product is Einstein GPT for Service, with the ability to automate customer inquiries, automate case management, and analyze customer sentiment.

Number four is Einstein GPT for Developers. Having troubles generating a code snippet and, as a result, get stagnant development? Leave to Einstein. Besides, you can debug your work efficiently by letting Einstein identify and resolve coding errors.

Number five is Einstein for Flow. Thanks to this tool, you can design workflows based on a single text prompt. Simply put, you can describe the task to an AI chat assistant and receive a perfectly handled flow with all the details specified. What the Einstein for Flow will do is generate a special code instruction and you will see the end result depicted.

Last but not least is Einstein GPT for Slack with its conversation summaries and response generation. Such tool reduces manual error, drives greater outcomes, and improves the business bottom line.

Salesforce Einstein Copilot

Being a hit at the Dreamforce conference 2023, Einstein Copilot was first announced as an early prototype. In 2024, it went from the public beta launch to the general availability.

What is its hallmark feature? Einstein Copilot can shoot natural language prompts directly, which streamlines and eases customer interactions. Thanks to the AI-powered customer insights, your team can boost customer satisfaction, get work done in mere minutes using intelligent actions, and deploy conversational AI with trust.

What’s more, Einstein Copilot can help employees finish tasks faster by creating prompt templates that summarize and provide AI-generated content with clicks. You can create more relevant prompts to your business data from Salesforce CRM, Data Cloud, and external sources to polish every business task. The most exciting thing is that you can build prompts once and reuse them everywhere in Einstein Copilot, Lightning pages, and flows.

Einstein GPT Trust Layer

It’s often the case that a generative AI technology is used insecurely. To guarantee the secure and responsible use of generative AI with Salesforce, the company presented Einstein GPT Trust Layer. The framework provides a feature set that guards your CRM data, boosts the safety and accuracy of AI generated content, and declares the reponsible use of generative AI.

As for the key features this solution layer offers, there are:

• Data masking – before sending sensitive information to AI, the system masks or redacts it which protects company’s customer data;
• Toxicity detection – as the guardian for your data, the Salesforce’s AI technology, namely Einstein trust layer helps prevent the generation of harmful and offensive content;
• Zero data retention – are you afraid of your data being stolen? Don’t be! Salesforce’s private AI models together with Salesforce Einstein GPT Trust Layer are designed in the way that doesn’t allow them to retain any of your info. This makes it private and secure.
• Dynamic insights – thanks to a grounding data analysis from the Salesforce platform, the system allows you to provide AI prompts with context about your company.

Integration with Salesforce Data Cloud

Salesforce Data Cloud is a cloud-based data management system empowered with out-of-the-box connectors that bring in data from any source, including Salesforce applications, mobile, web, connected devices, and even from legacy systems with MuleSoft, in real time.

Data Cloud uses customer data to create a single, dynamic source of truth – the real-time customer graph that can be activated across the entire Customer 360 platform, enabling personalized experiences for customers. Data Cloud’s real-time data enables more powerful automation with Salesforce Flow and more intelligence with Einstein, all built on the trusted infrastructure of Hyperforce.

The result is an automated, intelligent, and real-time Customer 360 that can help companies save time and money while driving revenue growth.

Einstein GPT uses unified customer data profiles from the Salesforce Data Cloud to make every business-customer interaction personalized and effective at every step of the customer journey. 

We’re here for you!

Advanced Communities is a SI Salesforce partner specializing in developing and configuring Experience Cloud sites for businesses of all sizes and industries. We can provide tailored solutions to meet your Experience Cloud needs. Whether you need assistance with Salesforce support self-service portal integrations, experiencing issues with managing partners with the Salesforce platform, or looking for solutions for idea management and case deflection in Salesforce, we’re here to help!

As an ISV Salesforce partner, we offer a range of Salesforce-native solutions for Experience Cloud sites that fulfill the needs and requirements of our customers, such as the Salesforce events management app, AC Knowledge Management Enterprise, AC MemberSmart, and many more. Contact us to get more information on our products and services. 

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FAQ

What are the six Einstein GPT Products?

Among the Einstein GPT products, you can see Einstein GPT for Sales, Einstein GPT for Marketing, Einstein GPT for Service, Einstein GPT for Developers, Einstein GPT for Slack, and Einstein for Flow. All of them serve as a stand-alone unit and help you overcome numerous daily tasks, from sending an automated follow-up email after a deal to debug a code snippet. Besides, it can help you design workflows even if you have zero programming skills: just write everything you need in simple words and let Einstein do the rest. So they are worth a try!

Can Einstein GPT be used for Experience Cloud sites?

At the moment, Einstein GPT delivers AI-created content across every sales, service, marketing, commerce, and IT interaction, but can’t be used for Salesforce PRM portals or other Experience Cloud sites. 

What is ChatGPT App for Slack?

The ChatGPT for Slack app, developed by OpenAI, seamlessly incorporates advanced AI technology to instantly provide users with numerous benefits. Thus, the app can generate conversation recaps to quickly catch up on everything, find research tools to beef up their expertise on different matters, and seek writing assistance directly within Slack, enabling countless businesses to increase their efficiency.

What can Einstein GPT do?

Einstein GPT can dynamically generate personalized content, emails, generate knowledge articles as part of the Einstein for Service tool, create specific responses to customer inquiries, design workflows based on a single text prompt, perform data analysis and visualize it, design targeted content for marketers, and even auto-generate code for developers. The capabilities are miscellaneous!