Salesforce Launches Einstein GPT – ‘World’s First’ Generative AI for CRM

Salesforce has launched Einstein GPT, a generative AI technology that creates personalized content for every interaction in sales, service, marketing, commerce, and IT. With Einstein GPT, Salesforce aims to enhance customer experiences through AI-generated content at scale.

To create Einstein GPT, Salesforce is combining its own AI models with generative AI technology from various partners and real-time data from the Salesforce Data Cloud, a platform that unifies all of a company's customer data. Einstein GPT will allow customers to link their data to OpenAI's advanced AI models or select their own external model. They can then utilize natural-language prompts within their Salesforce CRM to create content that adjusts in real-time to changing customer information and requirements.

“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. Einstein GPT, in combination with our Data Cloud and integrated in all of our clouds as well as Tableau, MuleSoft, and Slack, is another way we are opening the door to the AI future for all our customers, and we’ll be integrating with OpenAI at launch,” said Marc Benioff, CEO, Salesforce.

In addition, Einstein GPT provides personalized emails for sales representatives to send to customers, creates specific and quick answers to customer questions for customer service professionals, produces targeted content to improve campaign response rates for marketers, and even generates code for developers.

OpenAI Integration  

Salesforce is leveraging OpenAI's ChatGPT technology with its own private AI models to offer AI-generated content that is relevant and trustworthy for customers.

“We’re excited to apply the power of OpenAI’s technology to CRM. This 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 — a belief that Salesforce shares with us,” said Sam Altman, CEO, OpenAI.

In addition to the launch of Einstein GPT, Salesforce has unveiled a new initiative by its investment arm, Salesforce Ventures. The Generative AI Fund, worth $250 million, will focus on supporting promising startups, strengthening the startup community, and promoting the growth of ethical, trustworthy, and innovative generative AI technology.

Einstein GPT in CRM 

Einstein GPT represents a significant upgrade to Salesforce's existing AI technology, Einstein AI, which already provides over 200 billion AI-powered predictions every day through the Customer 360 platform. Combining Einstein AI and ChatGPT enables customers to take advantage of natural-language prompts on CRM data to activate time-saving automation and generate personalized AI-generated content. New features include:

  • Einstein GPT for Sales: Creates sales tasks such as generating emails, scheduling meetings, and preparing for the next interaction.

  • Einstein GPT for Service: Generates knowledge articles from past case notes. Additionally, Einstein GPT for Service can automatically generate personalized chat replies to improve customer satisfaction by expediting service interactions and providing personalized solutions.

  • Einstein GPT for Marketing: Creates tailored content that is unique to each individual customer or potential customer and delivers it through various channels such as email, mobile devices, websites, and advertising.

  • Einstein GPT for Slack Customer 360 apps: Offers AI-powered insights directly to Slack, such as providing intelligent summaries of sales opportunities and surface end-user actions, like updating knowledge articles.

  • Einstein GPT for Developers: Boosts developer productivity with Salesforce Research large language models by utilizing an AI chat assistant to create code and pose questions for languages like Apex.

ChatGPT for Slack 

Salesforce and OpenAI have created a new app - ChatGPT for Slack. The app offers AI-powered conversation summaries, research solutions to learn about different topics quickly, and writing assistance to help users quickly draft messages.

Einstein GPT is currently available in a closed pilot.