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  • Writer's pictureIryna Yamborska

Einstein GPT: the first generative AI for CRM

Since its release in November 2022, Chat GPT has become a buzzword - over a million people signed up to use it in just five days. No wonder ChatGPT caused a great public response: a machine that perfectly imitates human communication - a significant leap forward that is not happening daily.


AI, meanwhile, became a hot topic everywhere, starting with tech giants and ending with geeks in the kitchen. A 2022 McKinsey survey shows that AI adoption has more than doubled over the past five years, and investment in AI is increasing apace.


Recently Salesforce, the #1 global CRM service provider, announced the world's first generative AI for CRM. Let's take a look at Salesforce Einstein GPT, the first generative AI for CRM, and find out how it will be used.


What is Generative AI?


Generative artificial intelligence is an algorithm that is used to create new content, such as audio, code, images, text, and videos. An example of Generative AI is Chat GPT (GPT stands for generative pre-trained transformer). Generative AI has plenty of practical uses, like creating product designs or optimizing business processes, or it may be used just for fun: write limericks about otters or write children letters from Santa. Outputs from generative AI models can be perceived as human-made content. ChatGPT's outputs so far are much better than its predecessors' (btw, unlike the predecessor GPT-3, ChatGPT reminds users with nearly every response that it is not a human and has no thoughts, feelings, or emotions; GPT-3 instead insisted that it is a human - so, it means that advanced AI doesn't try become more similar to us).


What is Salesforce Einstein GPT?


Salesforce Einstein is an AI technologies set integrated into each Salesforce product. Einstein uses data gathered on users' actions to provide customers with predictive analytics, natural language processing capabilities, and machine learning. Einstein AI analyzes historical data against set parameters and creates data models that are trained on huge data sets. Due to machine learning, Einstein-based predictions and recommendations always stay up-to-date.


On March 7, 2023, Salesforce announced Einstein GPT, the world's first generative AI for CRM. This technology delivers AI-created content across sales, service, marketing, commerce, and IT interaction. In collaboration with OpenAI, Salesforce created Einstein GPT to make personalized content for every Salesforce cloud, as well as Tableau, MuleSoft, and Slack.


ChatGPT for Slack app provides AI-powered conversation summaries, research tools, and writing assistance to draft messages quickly. Wondering how ChatGPT works for Slack? Read our article "Top 7 benefits of Slack & Salesforce integration", and find out how Salesforce has been purchasing Slack, how Slack benefits from that, and how ChatGPT enhances Slack functionality.


How will Einstein GPT be used?


Einstein GPT will strengthen Salesforce's existing AI models by generating data from partner ecosystems through the Salesforce Data Cloud that unifies the company's user data in real time. Salesforce users will be able to create "trusted" content with the help of AI within their Salesforce CRM environment. For instance:

  • automatically send emails to coworkers and customers;

  • enhance customer support services, providing targeted responses;

  • make visuals from certain data sets;

  • generate code for developers designing online customer journeys.


Enhance the efficiency of each department with Salesforce Einstein GPT, the first generative AI for CRM

"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 focused on connecting with their customers in more intelligent, automated, and personalized ways," - Marc Benioff, CEO of Salesforce.


Recently Salesforce announced the launch of the use of AI in the following areas:


Marketing. Make sure your marketing team reaches customers and leads with relevant content. Einstein GPT ensures personalized content to keep in touch with people via email, mobile, web, and ads.


Sales. Einstein GPT automatically deals with sales reps' tasks like scheduling meetings or composing emails, etc.


Service. Does the service team have valuable insights from previous cases? Let EinsteinGPT transform them into knowledgeable articles. Also, ChatGPT enhances the Einstein chatbot through more personalized service interactions.


By 2025, 95% of customer interactions will be powered by AI, predicts Servion Global Solutions. Keep pace with time and learn about Einstein Service Cloud features from our article "Salesforce Einstein AI: how it works for Service Cloud."


Developers. Einstein GPT uses an AI chat assistant to generate code and ask questions for languages like Apex, improving productivity.


Slack Customer 360 applications. Einstein GPT provides an overview of customer satisfaction in Slack, like summaries of sales interactions.


To sum up


Since November 2022, when Open AI made ChatGPT widely accessible, we all thought of how we can benefit or lose from brand-new technology that generates amazing content in the blink of an eye. While some of us ask ChatGPT to "write a Biblical verse in the style of the King James Bible explaining how to remove a peanut butter sandwich from a VCR", some use it, let's say, more profitably. On March 7, 2023, Salesforce announced Einstein GPT, the world's first generative AI for CRM technology. Einstein GPT is supposed to create personalized content across every Salesforce cloud, so each department will be able to benefit from it.


Currently, Einstein GPT is a closed pilot. But if you are looking forward to meeting GPT in the Salesforce environment, you can be the first to try the ChatGPT for Slack app and sign up for the beta.



Oleg Minko, CTO at Sparkybit
Oleg Minko, CTO at Sparkybit

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