Salesforce, the leading global CRM provider, has introduced Einstein GPT, a groundbreaking generative AI CRM technology. This innovation revolutionizes customer experiences by seamlessly integrating AI-generated content across sales, service, marketing, commerce, and IT interactions, all at an unprecedented scale. By combining Salesforce's proprietary AI models with generative AI technology from a network of partners and real-time data from the Salesforce Data Cloud, Einstein GPT empowers customers to leverage OpenAI's advanced AI models effortlessly. 

With natural-language prompts embedded within Salesforce CRM, users can generate dynamic content that adapts in real-time to changing customer information and preferences. From personalized emails for sales representatives to prompt responses for customer service professionals and targeted content for marketers, Einstein GPT enables users to enhance their interactions and boost productivity. It even automates code generation for developers, streamlining the development process. Salesforce continues to push the boundaries of AI-driven customer engagement with Einstein GPT, delivering unparalleled value to businesses across industries.

“Einstein GPT…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 of Salesforce.

Salesforce is seamlessly integrating OpenAI's ChatGPT technology with its own private AI models, resulting in the delivery of highly relevant and reliable AI-generated content. By combining forces, Salesforce aims to extend the reach of this powerful technology to a broader audience, enabling more individuals and businesses to benefit from its capabilities. 

Sam Altman, the CEO of OpenAI, expressed excitement about this collaboration, highlighting how it facilitates learning about real-world usage, a crucial factor in the responsible development and deployment of AI. Salesforce and OpenAI share a common belief in the responsible and ethical advancement of AI, making this integration a significant step forward in harnessing the power of AI within the CRM domain.

What can do with Einstein GPT in CRM?

Einstein GPT represents the evolutionary leap of Salesforce's existing AI technology, Einstein, which already empowers over 200 billion AI predictions daily within the Customer 360 ecosystem. With Einstein GPT, customers can now leverage the fusion of Salesforce's proprietary Einstein AI models with ChatGPT and other top-tier large language models. This integration enables users to employ natural-language prompts on their CRM data, unlocking a host of powerful and efficient automation while generating personalized, AI-generated content.

Einstein GPT for Service: 

Automated Customer Service, powered by Salesforce Service Cloud, revolutionizes the customer service experience by leveraging artificial intelligence and automation. With features such as Einstein Bots and Service Cloud Voice, businesses can provide efficient and personalized support at scale. This solution enables companies to automate routine tasks, freeing up agents' time to focus on more complex customer inquiries. 

By harnessing AI-powered chatbots, businesses can deliver instant responses and resolutions, reducing wait times and increasing customer satisfaction. Additionally, Service Cloud Voice integrates voice channels into the customer service workflow, facilitating seamless interactions and enabling agents to provide real-time assistance. With Automated Customer Service, businesses can streamline their support processes, improve agent productivity, and deliver exceptional customer experiences.

Einstein GPT for Sales:

AI for Sales, offered by Salesforce, transforms the sales process by leveraging artificial intelligence to drive efficiency and effectiveness. With AI-powered tools such as Einstein Forecasting and Einstein Opportunity Scoring, sales teams can gain accurate insights into revenue projections and prioritize high-potential opportunities. The integration of AI into the sales workflow enables sales representatives to personalize interactions, deliver timely recommendations, and automate administrative tasks. By harnessing the power of AI, sales teams can improve forecasting accuracy, increase win rates, and enhance overall sales performance.

Einstein GPT for Marketing:

Salesforce's Marketing Cloud offers a comprehensive solution for driving customer engagement and delivering personalized experiences. With AI-powered tools like Einstein Engagement Scoring and Einstein Journey Insights, marketers can gain valuable insights into customer behavior and preferences. By leveraging data-driven intelligence, marketers can create targeted campaigns, optimize customer journeys, and deliver personalized content across multiple channels. 

The integration of AI technology enables marketers to automate tasks, improve segmentation, and enhance campaign performance. With Marketing Cloud's engagement capabilities, businesses can connect with their customers in a more meaningful and impactful way, driving customer loyalty and maximizing marketing ROI.

Einstein GPT for Slack Customer 360 apps:

Provide AI-driven customer insights within Slack, including intelligent summaries of sales opportunities and highlighting user actions such as knowledge article updates.

Einstein GPT for Developers:

A powerful tool that combines Salesforce's AI models with OpenAI's ChatGPT technology. By integrating natural language prompts, developers can generate code, automate tasks, and enhance productivity. The integration of Einstein GPT enables developers to create personalized, AI-generated content and streamline their development process. This technology empowers developers to leverage the capabilities of large language models and harness the power of AI within the Salesforce platform. With Einstein GPT, developers can revolutionize their workflows and deliver innovative solutions that drive business success.

ChatGPT for Slack, built by OpenAI:

A collaborative effort between Salesforce and OpenAI. This innovative app brings a range of AI-powered capabilities to Slack, including advanced conversation summaries, comprehensive research tools for acquiring knowledge on any subject, and efficient writing assistance for swiftly composing messages. Stay connected, informed, and productive with the ChatGPT for Slack.

The customer perspective: 

From the viewpoint of customers such as HPE, L'Oréal, RBC US Wealth Management, and S&P Global Ratings, the significance of generative AI in enhancing customer engagement is evident. These organizations attest to the value that generative AI brings to their interactions with customers, resulting in improved engagement and enriched experiences.

Successful Cases.

Ford.

Ford's customer experience transformation is highlighted, showcasing impressive results achieved through Salesforce's CRM solutions and Einstein GPT application. Ford successfully increased its customer satisfaction rating by 37% and improved its response time by 50% by implementing Salesforce Service Cloud. With Salesforce Marketing Cloud, Ford achieved a 60% increase in email open rates and a 40% improvement in click-through rates, enabling targeted and effective marketing campaigns. By leveraging Salesforce Commerce Cloud, Ford achieved a significant 71% increase in online vehicle configuration completions, enhancing the digital car-buying experience for customers. These remarkable numbers demonstrate the tangible impact of Ford's collaboration with Salesforce and Einstein GPT in reinventing its customer experience.

L'Oréal.

L'Oréal's innovative use of data to create unique beauty experiences with the help of Salesforce's CRM solutions and Einstein GPT. By leveraging Salesforce Marketing Cloud, L'Oréal achieved an impressive 49% increase in email open rates and a remarkable 45% improvement in click-through rates, enabling personalized and engaging marketing campaigns. Through the implementation of Salesforce Service Cloud, L'Oréal successfully reduced customer response time by 60% and improved its customer satisfaction rating by 40%. These outstanding numbers demonstrate the significant impact of L'Oréal's collaboration with Salesforce in delivering exceptional beauty experiences to their customers.

In conclusion.

Salesforce Einstein GPT is the transformative power in revolutionizing the way businesses interact with their customers. By combining Salesforce's AI models with OpenAI's cutting-edge technology, organizations can harness the full potential of generative AI to deliver personalized, relevant, and trusted content across various touchpoints. This groundbreaking collaboration empowers sales teams with automated content generation, customer service professionals with quicker response capabilities, marketers with targeted campaigns, and developers with code generation. With Salesforce Einstein GPT, organizations can leverage the power of AI to drive innovation, streamline operations, and forge deeper connections with their customers.