Salesforce intros Einstein GPT generative AI CRM technology

Salesforce, the leader in CRM, has launched Einstein GPT, the world’s first generative AI CRM technology, to enhance customer experience.
Customer experience and digital transformationSalesforce said its Einstein GPT, which is currently in closed pilot, delivers AI-created content across every sales, service, marketing, commerce, and IT interaction.

Einstein GPT will infuse Salesforce’s AI models with generative AI technology from partners and real-time data from the Salesforce Data Cloud, which ingests, harmonizes, and unifies all of a company’s customer data.

With Einstein GPT, customers can then connect that data to OpenAI’s advanced AI models out of the box, or choose their own external model and use natural-language prompts directly within their Salesforce CRM to generate content that continuously adapts to changing customer information and needs in real time.

For example, Einstein GPT can generate personalized emails for salespeople to send to customers, generate specific responses for customer service professionals to more quickly answer customer questions, generate targeted content for marketers to increase campaign response rates, and auto-generate code for developers.

“Einstein GPT, in combination with our Data Cloud and integrated in all of our clouds as well as Tableau, MuleSoft, and Slack, 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 combining OpenAI’s ChatGPT technology with Salesforce’s private AI models to deliver relevant and trusted AI-generated content.

“This will allow more people to benefit from this technology, and it allows us to learn more about real-world usage, which is critical to the responsible development and deployment of AI,” said Sam Altman, CEO of OpenAI.

Salesforce also announced a Generative AI Fund from Salesforce Ventures, the company’s investment arm. The new $250 million fund will invest in high-potential startups, bolster the startup ecosystem, and spark the development of responsible, trusted, and generative AI.

Einstein GPT is the next generation of Einstein, Salesforce’s AI technology that delivers more than 200 billion AI-powered predictions per day across the Customer 360.

By combining Einstein AI models with ChatGPT or other leading large language models, customers can use natural-language prompts on CRM data to trigger powerful, time-saving automations, and create personalized, AI-generated content.

Customers like HPE, L’Oreal, RBC US Wealth Management, and S&P Global Ratings discuss the value generative AI delivers to improve customer engagement.

“Embedding AI into our CRM has delivered huge operational efficiencies for our advisors and clients,” said Greg Beltzer, Head of Tech for RBC US Wealth Management. “This technology has the potential to transform the way businesses interact with their customers, deliver personalized experiences, and drive customer loyalty.”

“Advances in AI continue to facilitate deeper, multi-dimensional insights from market participants globally. Consequently, Sales and Marketing teams can improve their customer-centricity and become even more embedded in their customers’ journeys,” said Chris Heusler, Chief Commercial Officer of S&P Global Ratings.

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