April 10, 2023

A Closer Look at EinsteinGPT

In partnership with OpenAI, Salesforce has released EinsteinGPT, equipping organisations with the responsive, scalable technology they need to transform every customer experience.

A Closer Look at EinsteinGPT

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Gone are the days when blanket email communications and mass marketing campaigns were enough to win and retain customer loyalty and purchasing interest. 

Whereas traditional marketing and customer engagement prioritised quantity and convenience over relevance, changing preferences in a post 2020 landscape mean that customers no longer have the patience or interest in engaging with irrelevant or intrusive marketing and communications. 

If you don’t capture their interest from the first point of contact - you’ve already lost them before they’ve successfully become a lead. According to a recent report, 81% of consumers are planning to reassess their budgets over the next year, with a focus on shifting their spending towards more relevant, personalised experiences. 

For organisations, this makes the challenge of scaling personalisation all the more difficult. Enterprises that don’t focus on increasing their personalisation are at risk of becoming irrelevant. But how do businesses reconcile personalisation efforts with efficiency while maintaining cost-effectiveness?

It might seem like an impossible task, but with EinsteinGPT, the world’s first generative AI CRM technology, it doesn’t have to be. Let’s take a closer look at EinsteinGPT’s enormous potential. 

What is EinsteinGPT?

In partnership with OpenAI, Salesforce has released EinsteinGPT, equipping organisations with the responsive, scalable technology they need to transform every customer experience. EinsteinGPT combines OpenAI’s generative AI capabilities with Salesforce’s private AI models and real-time data from Salesforce Data Cloud. 

Through these powerful mergers, businesses can use EinsteinGPT to connect their data to OpenAI’s generative AI models and create content within their Salesforce CRM using natural language prompts. 

How is EinsteinGPT Different From ChatGPT?

With the focus on generating responsive, personalised content via NLP assistance and prompts, it might be tempting to assume that EinsteinGPT is just a more extensive version of ChatGPT, however, this isn’t the case. 

EinsteinGPT uses secure, trusted customer data from a business’s Salesforce CRM, unlike ChatGPT which draws on data from the internet, books, articles and Wikipedia. EinsteinGPT also deploys security principles that maintain the security and integrity of your customer data at all times. This is different from ChatGPT, which is open source and doesn’t and can be accessed by anyone who uses it.

A Deep Dive into EinsteinGPT’s Capabilities

With EinsteinGPT collecting data from your CRM in real-time according to your needs, you can create AI-generated content instantly no matter in which department you might operate or what your customer’s requirements are. 


Your sales reps no longer need to lose valuable time manually conceptualising and responding to every incoming customer query and message, not to mention hunt for the information that they need stored in various parts of the CRM. With EinsteinGPT, your sales reps can:

  • Auto Generate comprehensive emails and responses in seconds, schedule meetings and prepare for future interactions ahead of time.
  • Easily conduct prospect research and collect data they need.
  • Creating additional collaboration channels.


Marketers can use EinsteinGPT to develop unique, personalised content that speak to each customer for a variety of purposes, including:

  • email and mobile communications
  • landing page copy
  • tailored marketing campaigns
  • specialised adverts


Your service agents finally have a means for achieving faster case resolution without losing their quality of service and customer experience. With EinsteinGPT, they can:

  • Generate personalised chat replies to customers.
  • Generate case summaries during wrap-up and resolution.
  • Create knowledge articles for future use based on case notes and summaries.


Through Slack, EinsteinGPT integrates ChatGPT’s generative AI capabilities to:

  • Provide writing assistance and prompts directly in Slack.
  • Summarise sales opportunities and provide background research and information on sales prospects and accounts.
  • Create private Slack channels between agents and customers for further collaboration.


EinsteinGPT can help developers to generate code and provides answers to developer-related questions for different coding languages with help from Salesforce’s proprietary large language model (LLM). 

Ready to Learn More About What EinsteinGPT Can Do For You?

It’s clear that personalisation in your customer engagement strategy is no longer an optional, “nice-to-have” feature, it’s become a necessity for organisations looking to retain their competitiveness and enhance their profitability within any industry. 

With EinsteinGPT, you can seamlessly marry your processes to its versatile generative AI capabilities, allowing you to scale your personalisation efforts with ease.

CloudSmiths is Africa’s largest Salesforce implementation partner and trusted advisor. We offer end-to-end Salesforce consultation, implementation, development and support services:

  • Consulting and advisory services 
  • Salesforce development 
  • Salesforce licences 
  • Managed services and support
  • Salesforce implementation
  • Salesforce Training 

If you’re ready to learn how EinsteinGPT can transform and scale your customer experiences at every level, book a consultation with us.

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