In March 2023, at its Trailblazer DX developer conference in San Francisco, Salesforce announced a major innovation: Einstein GPT. Combining proprietary Einstein technology with OpenAI's ChatGPT-like models, Salesforce joins the ranks of generative AI, ushering in a new era for CRM and business applications.
Einstein GPT: an innovative fusion of Salesforce and OpenAI
Einstein GPT, a unique tool, combines Salesforce's CRM expertise with OpenAI's technological advances. This partnership makes it possible to integrate Einstein GPT with all Salesforce business applications, including sales, service, marketing, commercial and IT.
Business applications and generative AI
Business applications benefit considerably from this integration. For example, a sales team can use Einstein GPT to identify new prospects, suggest relevant interactions and automatically generate personalized email content, all integrated into the Salesforce user interface.
A human in the loop
To counter the risk of cognitive bias, Salesforce emphasizes ethics and responsibility. Clara Shih, Vice President and General Manager of Service Cloud, reminds us that "with great power comes great responsibility". The Einstein GPT team works closely with the ethics department to ensure the reliability and relevance of the data used.
Training and customizing AI with enterprise data
Einstein GPT can be trained not only with public data, but also with company-specific data via Salesforce Data Cloud. This makes it possible to generate personalized content tailored to each company's specific context.
Benefits for developers and marketing teams
In addition to its benefits for sales teams, Einstein GPT is also an asset for developers, offering, for example, code auto-completion based on the company's internal programming. Marketing teams, meanwhile, can benefit from automatic content generation for their campaigns.
ChatGPT integration with Slack and other Salesforce applications
ChatGPT's integration also extends to Slack, enabling the creation of conversation summaries, search tools and message writing assistance, enriching the user experience within the Salesforce ecosystem.
The importance of generative AI for Salesforce
Salesforce has always been at the forefront of AI innovation. With Einstein GPT, the company is taking the next step, integrating generative AI models to enrich customer experience and accelerate organizations' digital transformation.
Conclusion
Salesforce's Einstein GPT represents a turning point in the use of generative AI in CRM. By combining the advanced technologies of OpenAI with the power of Salesforce, Einstein GPT promises to transform the way companies interact with their customers, manage their data and optimize their operations, while placing people and ethics at the center of this technological revolution.
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