Earlier this month, Salesforce unveiled a new AI service called Einstein GPT, an AI bot similar to the popular Chat GPT but catered toward employees in corporate settings. With Microsoft partnering with OpenAI to integrate its chatbot tech into Bing and Google releasing a Chat GPT competitor named Bard, it wasn't a matter of "if" but "when" Salesforce would get in the game.
Let's back up and start with "what is Chat GPT"?
Chat GPT is an AI chatbot auto-generative system created by Open AI for online customer care. It's a pre-trained generative chat utilizing Natural Language Processing (NLP). Chat GPT's data source is textbooks, websites, and various articles, which it uses to model its language for responding to human interaction. The main feature of Chat GPT is to generate responses as humans would. Chat GPT with chatbots, AI system conversations, and virtual assistants in mind. Furthermore, Chat GPT can also give natural answers to questions in a conversational tone and generate stories, poems, and more.
Salesforce's AI service, Einstein GPT, will integrate with Salesforce's customer relationship management (CRM) system and allow users to type in prompts to generate client summaries, personalized emails, marketing copy, or code. Einstein GPT can also create images, such as promotional headers, for businesses to use in campaigns. Salesforce partnered with ChatGPT maker OpenAI, allowing the model to pull from the enterprise version of ChatGPT and other sources, including public information and Salesforce data. Companies can also train Einstein GPT using their company data.
During the Salesforce TrailblazerDX 2023 Innovation Preview on Tuesday, March 7, Sanina Parulekar, Senior Director of Product Marketing at Salesforce, said Einstein GPT would combine data from publicly available and private sources to train models with CRM data. This data will enable Einstein GPT to deliver AI-generated content for Slack, sales, service, marketing, commerce, and IT. Here's what Salesforce has launched so far:
Einstein GPT for Sales: Auto-generate sales tasks like composing emails, scheduling meetings, and preparing for the next interaction.
Einstein GPT for Service: Generate knowledge articles from past case notes. Auto-generate personalized agent chat replies to increase customer satisfaction through personalized and expedited service interactions.
Einstein GPT for Marketing: Dynamically generate personalized content to engage customers and prospects across email, mobile, web, and advertising.
Einstein GPT for Slack Customer 360 apps: Deliver AI-powered customer insights in Slack, like smart summaries of sales opportunities and surface end users' actions like updating knowledge articles.
Einstein GPT for Developers: Improve developer productivity with Salesforce Research's proprietary large language model by using an AI chat assistant to generate code and ask questions for languages like Apex.
Salesforce also announced a new ChatGPT app for Slack, where customers can:
Get up to speed faster on channels or threads: AI-powered conversation summaries help users quickly catch up on what's happening.
Instantly find answers on any project or topic: with AI-powered research tools, users can learn and build expertise faster right from Slack — whether they're researching best practices, prospecting a new account, and more.
Draft messages in seconds to communicate with customers and teams: with AI-powered writing assistance, users can spend less time crafting replies, status updates, and meeting notes — and more time putting the plan in action.
Clara Shih, CEO of Salesforce's Service Cloud business, said in CNBC's Squawk Box last week, "You look at how salespeople work today, and most of them, they dread writing sales emails; they'd much rather be out there with customers… they can offload those tasks that are more mundane … they want to focus on engaging with the customer and problem-solving."
While Einstein GPT is currently in closed pilot, we're excited and interested to see how our clients utilize Einstein GPT when it's launched. Will your company integrate Einstein GPT upon release?