I’m a big fan of using Artificial Intelligence (AI) to help small and medium businesses grow and retain customers. You’d have had to have been on a desert island and not to have heard all the chat about ChatGPT over the past few weeks. That’s why I was delighted to hear Salesforce launch their latest AI tool called Einstein GPT. Salesforce have a long and excellent history of embedding AI and ML (Machine Learning) across various Salesforce clouds, so I’m excited about Einstein GPT – and you should be too.
Salesforce and AI History
Salesforce have an AI-powered tool called Einstein which provides various features for different cloud products.
Salesforce Einstein is a suite of artificial intelligence technologies that are integrated into Salesforce’s cloud-based customer relationship management (CRM) platform. It allows users to leverage AI to automate and improve various aspects of their business processes, such as sales, marketing, customer service, and more. Some of the features of Salesforce Einstein include predictive lead scoring, personalized recommendations, natural language processing for chatbots, and sentiment analysis.
What is GPT?
GPT (Generative Pretrained Transformer) models such as GPT-3 (GPT-4 is coming soon!) are designed to generate human-like text and can be used for various natural language processing tasks, such as language translation, text summarization, and more.
And What About Einstein GPT?
Einstein GPT utilizes generative AI to produce customized content for all Salesforce clouds, improving employee productivity and enhancing the customer experience. The platform is adaptable and open, accommodating public and private AI models that are specifically designed for CRM and trained on reliable, real-time data.
Moreover, Einstein GPT will soon incorporate OpenAI technology to provide Salesforce customers with pre-built generative AI capabilities, simplifying their experience. The ChatGPT application for Slack also leverages advanced AI technology from OpenAI, offering users instantaneous conversation summaries, research aids, and writing assistance.
Einstein GPT Use Cases
Service agents strive to swiftly resolve cases while simultaneously ensuring customer satisfaction, requiring them to remain alert and responsive.
Einstein GPT for Service offers a range of features that can facilitate this process, including the ability to generate customized chat responses for agents automatically, provide a natural language summary of the case during wrap-up, and produce knowledge articles based on previous case notes.
Salesforce adoption among sales teams can be a hurdle for administrators, with friction frequently arising from sales representatives’ desire to act quickly to meet quotas, requiring them to exit Salesforce to engage with customers or conduct prospecting research, and spending an excessive amount of time locating information scattered throughout the CRM.
To mitigate these challenges, administrators can leverage features like auto-generated email drafts, meeting scheduling, and preparation for the next interaction. Additionally, the platform can surface external news for prospect research and add contacts who are not yet in Salesforce, streamlining the sales process. Lastly, administrators can generate additional collaboration channels, making it easier for sales representatives to work efficiently within the platform.
Marketers have long been utilizing the capabilities of GPT to create compelling email and landing page copy, develop marketing plans, and offer recommendations regarding data breaches. However, now the power of GPT has been integrated into the Salesforce interface, enabling marketers to perform these mundane tasks even more efficiently.
With this integration, marketers can dynamically generate personalized content that captivates customers and prospects, enhancing engagement across various channels such as email, mobile, web, and advertising.
And Finally For Developers
The introduction of ChatGPT sparked the curiosity of technical Salesforce professionals, who quickly began exploring the innovative ways in which generative AI could elevate their work. Recently, it has been announced that Einstein GPT, utilizing Salesforce Research’s exclusive Large Language Model, will enhance developer productivity by incorporating an AI chat assistant capable of generating code and inquiring about programming languages like Apex.