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Salesforce Jumps into the Generative AI Race with Einstein GPT CRM

Yesterday, it  was HubSpot’s Content Assistant and that kept AI marketers busy everywhere with latest GPT tool. Today, it’s the turn of world’s biggest Marketing Cloud maker. Yes, Salesforce has announced its own GPT for CRM users. It’s called Einstein GPT, a generative AI tool built for every Salesforce CRM and Cloud customer. In its latest version, Einstein GPT will open new avenues for Salesforce customers across all Clouds and Analytics platforms, including Tableau, Slack and MuleSoft.

What is Einstein GPT?

GPT stands for Generative Pre-trained Transformer. Einstein GPT is built in open source with OpenAI, the makers of ChatGPT3. It will integrate generative AI with every Salesforce cloud, enabling customers to build more effective and seamless user experiences using pre-trained, bias-free real-time data. In a recent report, Salesforce stated why senior IT leaders find generative AI to be over-hyped and technically challenging to scale. But, with Einstein GPT3 under its hood, the CRM maker would aim at bringing out-of-the-box generative AI capabilities. Salesforce also announced $250 million funding for development and promotion of generative AI capabilities through Salesforce Ventures.

Salesforce partnered with OpenAI to build ChatGPT for Slack, taking a cue from its long-standing technology partner, Microsoft.

The relationship between Microsoft and OpenAI runs deep and old, courtesy billions of dollars in investments and technology assistance.

Who would benefit from using Einstein GPT?

Einstein GPT is launched in five variants for distinguished customers within CRM ecosystem. These are:

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  • Einstein GPT for Sales
  • Einstein GPT for Service
  • Einstein GPT for Marketing
  • Einstein GPT for Slack Customer 360 apps
  • Einstein GPT for Developers

Einstein GPT will deliver personalized and automated content workflows for multi-level users within the Salesforce ecosystem. Primary customers would include data engineers, analysts and business development executives from Sales, Customer Service, Marketing, HR, IT and Finance departments. Agents and consultants would also benefit from using Slack app that integrates with ChatGPT3.

Understanding the Data Engine that Drives Einstein GPT

Salesforce already owns AI framework – the coveted king of CRM and Analytics- Einstein AI platform. By launching GPT version of the Einstein platform, Salesforce would expand on its ecosystem built from the Salesforce Data Cloud. Once activated, customers can directly work with OpenAI models or choose any other tool to scale with Salesforce’s newly developed Generative AI technology. The biggest beneficiaries would be CRM users who rely on Salesforce automation and analytics for adapting to varying customer needs and behaviors using advanced customer data management platform.

What You can Do with Einstein GPT

  • Build content using CRM data points collected from inbound and outbound marketing and sales campaigns
  • Craft tailor-made voice messages for virtual assistants in the contact center
  • Generate email templates for sales prospecting and lead nurturing campaigns
  • Answer customer queries
  • Automate responses with intelligent chat bot frameworks and automation loops
  •  Train and pre-train CRM and business intelligence tools to build advanced gen AI capabilities

For Salesforce, coming up with GPT within its Einstein AI platform spells a new trajectory in customer support and experience management powered by next-gen AI and data engineering.

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