In case you missed the press release on Tuesday, Salesforce had a major announcement.
Salesforce, the global leader in CRM, has announced the launch of Einstein GPT, the world’s first generative AI CRM technology. Einstein GPT is designed to create personalized content across every sales, service, marketing, commerce, and IT interaction, making every employee more productive and every customer experience better.
Salesforce is no stranger to AI, as many companies had already begun adopting artificial intelligence technology years before ChatGPT popularized it in November. Salesforce’s existing Einstein AI was already providing over 200 billion AI predictions per day, but Einstein GPT is a powered-up version of this technology, enhanced by OpenAI.
Einstein GPT is open and extensible and is trained on trusted, real-time data. It supports public and private AI models purpose-built for CRM (customer relationship management), and it will integrate with OpenAI to provide Salesforce customers with out-of-the-box generative AI capabilities. With Einstein GPT, customers can then connect that data to OpenAI’s advanced AI models out of the box or choose their own external model and use natural-language prompts directly within their Salesforce CRM to generate content that continuously adapts to changing customer information and needs in real-time.
Einstein GPT will infuse Salesforce’s proprietary AI models with generative AI technology from an ecosystem of partners and real-time data from the Salesforce Data Cloud, which ingests, harmonizes, and unifies all of a company’s customer data. Einstein GPT can generate personalized emails for salespeople to send to customers, generate specific responses for customer service professionals to more quickly answer customer questions, generate targeted content for marketers to increase campaign response rates, and auto-generate code for developers.
The integration with OpenAI will allow Salesforce to combine OpenAI’s enterprise-grade ChatGPT technology with Salesforce’s private AI models to deliver relevant and trusted AI-generated content. This move will allow more people to benefit from this technology, and it allows us to learn more about real-world usage, which is critical to the responsible development and deployment of AI.
Salesforce also announced a Generative AI Fund from Salesforce Ventures, the company’s global investment arm. The new $250 million fund will invest in high-potential startups, bolster the startup ecosystem, and spark the development of responsible, trusted, and generative AI.
Einstein GPT is the next generation of Einstein, Salesforce’s AI technology that currently delivers more than 200 billion AI-powered predictions per day across the Customer 360. Customers can use natural-language prompts on CRM data to trigger powerful, time-saving automations and create personalized, AI-generated content. Launching today are:
- 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: Dynamically generate personalized content to engage customers and prospects across email, mobile, web, and advertising.
- Einstein GPT for Slack Customer 360 apps: 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 Developers: 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.
In addition, Salesforce and OpenAI announced the ChatGPT for Slack app. The app provides new AI-powered conversation summaries, research tools to learn about any topic, and writing assistance to quickly draft messages.
Customers like HPE, L’Oréal, RBC US Wealth Management, and S&P Global Ratings discuss the value generative AI delivers to improve customer engagement. Einstein GPT is currently in closed pilot.
