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Salesforce today introduced new generative AI workflow tools for Sales Cloud AND Service Cloud during his presentation a Around the world London. The new features, Sales GPT and Service GPT respectively, are designed to streamline workflow and customer engagement for sales and service teams.
The company said the tools will enable teams to accelerate deal closures, anticipate customer needs and improve productivity.
Salesforce’s AI solution, Einstein GPT, will power the new GPT services from the backend, operating within an open ecosystem using proprietary real-time data.
To address enterprise data security and compliance, Salesforce said the Einstein GPT layer of trust will protect sensitive customer data, preventing large language models (LLMs) from retaining it and thereby maintaining data governance.
“Through our new solution, we will deliver unique and trusted AI capabilities with built-in security, ethical barriers, and guidance to spot potential issues before they happen,” Bill Patterson, EVP and GM of C360 Applications at Salesforce, told VentureBeat.
Salesforce also announced plans to integrate robust generative AI capabilities into the workflow of the company’s various other offerings, such as Marketing, Commerce, Slack, Tableau, Flow, and Apex.
In line with other customer-centric vendors, Salesforce joins the wave of advances in generative AI technology with this announcement. A number of tech giants and smaller vendors have unveiled or announced plans for generative AI integrations in recent months.
Improving the customer experience through generative AI
Salesforce highlighted the potential of generative AI to transform the roles of sales and service professionals.
In a recent survey out of Salesforce’s more than 4,000 full-time employees, approximately 73% of workers expressed concern about new security risks associated with generative AI. Despite these concerns, the majority (61%) already use or intend to use technology in their work.
The survey also found that nearly 60% of those considering using Generative AI admit they are unaware of its implementation with respect to trusted data sources and data security.
“We believe that integrating the power of generative AI depends first and foremost on building a foundation of trustworthy, secure and ethical data,” Salesforce’s Patterson told VentureBeat.
New generative AI offerings will help CX and CRM vendor platforms auto-generate personalized emails. With Einstein GPT, Sales Cloud users can create relevant emails through Sales GPT using CRM data.
The company says sales reps will no longer need to take notes manually, as calls will automatically be transcribed and summarized. This should improve productivity by allowing for timely follow-ups.
Sales and service
Sales GPT encompasses the entire sales cycle, including account research, meeting preparation, and contract terms drafting. Offers AI-generated summaries and actions integrated with the Salesforce CRM platform, ensuring automatic updates.
Service GPT, for its part, will enable field service teams to deliver AI-powered personalized responses, automatically generating them based on real-time customer data. The company says this will allow service agents to speed up resolution of customer issues.
“With Service GPT, customer service teams can leverage real-time data and AI they trust to deliver experiences that help you stay ahead of the curve and deliver highly personalized service to every customer “Patterson explained. “Instead of manually drafting responses to common problems, support reps can use support responses to address customer issues quickly and accurately. By freeing up time for support reps, they can better assist customers with more complex issues.”
Productivity plus security
Patterson pointed out that Einstein GPT will combine AI-powered productivity and data security in Sales GPT and Service GPT.
In addition to benefiting from AI productivity improvements powered by Einstein, which generates over 200 billion AI-based predictions per day, users can rely on the Einstein GPT Trust Layer’s zero-retention data policy. This policy ensures responsible handling of user data and the data of their customers.
“AI has been an integral part of Salesforce for years as we’ve integrated Einstein AI technologies into the Customer 360 platform. Generative AI now has the potential to usher in exciting new opportunities in sales, customer service, marketing, business and IT, and there is an undeniable level of enthusiasm to realize this potential,” said Patterson. “By unifying data with Data Cloud and Customer 360, organizations can now unlock a complete view of every customer, enabling them to create unique experiences”.
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