Salesforce is preparing to launch Einstein GPT, the “world’s first” generative AI for CRM.
The AI will allow businesses to generate "trusted" content from their Salesforce CRM data.
For instance, it may auto-generate emails to colleagues and customers, visuals from specific data sets, and code for developers designing online customer journeys.
The following video offers insight into what these use cases may look like once Einstein GPT completes its closed pilot program.
Yet, there are many more applications of Einstein GPT.
In Sales Cloud, users may streamline tasks such as scheduling meetings, writing emails, and gathering pre-call customer context with Einstein GPT.
In Marketing Cloud, users may use Einstein GPT to dynamically personalize content across the web, apps, in communication channels.
Then, there is an Einstein GPT for Developers feature, which allows IT teams to interact with an AI assistant, asking it questions and generating code.
These use cases will combine ChatGPT with Salesforce's AI research. According to the CRM leader, this wraps a "trust boundary" around the generative AI, ensuring Einstein GPT churns out reliable content.
But what about Service Cloud and the potential for Einstein GPT to improve contact center experiences? Let’s dig deeper.
How May Einstein GPT Enhance Service Experiences?
Embedded into Service Cloud, Einstein GPT may auto-generate knowledge articles from past case notes and store those within the CRM.
The agent-assist applications within Service Cloud could then serve those up to agents when they might be relevant and helpful during a live customer conversation.
Moreover, Einstein GPT may scour through these knowledge articles to create personalized customer responses on live chat, which agents can tweak and send.
Interestingly, these use cases differ from other GPT-infused customer service applications served up by the likes of NICE, Five9, and Talkdesk.
Instead, these vendors have focused more on capturing customer intent accurately and auto-summarizing conversations. Although, these might be next for Service Cloud, with Salesforce building such summarizations into Slack.
