March 16, 2023

The future of AI in Customer Engagement: Salesforce’s Einstein GPT

Salesforce has launched Einstein GPT, the world’s first generative AI CRM technology. Infusing its proprietary AI models with generative AI technology from partners and real-time data.

The future of AI in Customer Engagement: Salesforce’s Einstein GPT

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Salesforce, the global leader in CRM technology, has recently announced the intention to launch Einstein GPT, the world’s first generative AI CRM technology. With Einstein GPT, Salesforce aims to transform every customer experience with generative AI. the technology 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. 

Einstein GPT will enable customers to connect their data to OpenAI’s advanced AI models or choose their 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. For example, Einstein GPT can generate personalised emails for salespeople to send to customers, generate specific responses for customer service to answer customer questions quickly, generate targeted content for marketers to increase campaign response rates, and auto-generate code for developers. 

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

Salesforce is also combining OpenAI’s enterprise-grade ChatGPT technology with Salesforce’s private AI models to deliver relevant and trusted AI-generated content. Salesforce has 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 start-ups, 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 platform. By combining proprietary Einstein AI models with ChatGPT or other leading large language models, customers can use natural language prompts on CRM data to trigger powerful, time-saving automation and create personalised, AI-generated content. 

Einstein GPT is currently in closed pilot. Customers like HPE, L’Oreal, RBC US Wealth Management, and S&P Global Ratings have already expressed their interest in the value generative AI can deliver to improve customer engagement. The future of AI looks bright with this groundbreaking technology that aims to deliver personalised experiences and drive customer loyalty. Learn more about Einstein GPT here

ChatGPT for Slack, built by OpenAI: In addition, Salesforce and OpenAI today 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 draft messages quickly.

CloudSmiths can help you use Salesforce and cloud technology to help you create personalised customer experiences, tailor interactions based on customer data, increase efficiency by storing data and apps in the cloud, and ultimately drive customer loyalty. Interested? Contact us today to learn more. 

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