Salesforce has introduced new generative AI workflow tools called Sales GPT and Service GPT. These tools are designed to streamline workflow and customer engagement for sales and service teams. The aim is to accelerate deal closures, anticipate customer needs, and enhance productivity. Powered by Salesforce’s AI solution, Einstein GPT, these new capabilities operate within an open ecosystem using real-time data. To ensure data security and compliance, Salesforce’s trust layer will protect sensitive customer data, preventing the retention of large language models (LLMs) and maintaining data governance.
Integration of Generative AI Across Various Offerings
Salesforce plans to integrate trusted generative AI capabilities into its other offerings, including Marketing, Commerce, Slack, Tableau, Flow, and Apex. This move aligns with the trend of customer-centric vendors embracing generative AI technology. Many tech giants and smaller vendors have already announced plans for integrations in recent months. Salesforce believes that generative AI has the potential to transform the roles of sales and service professionals.
Concerns and Adoption of Generative AI
A recent survey conducted by Salesforce revealed that approximately 73% of workers express concerns about new security risks associated with generative AI. Despite these concerns, 61% of respondents already use or intend to use the technology in their work. However, nearly 60% of those planning to use generative AI admit to a lack of knowledge about its implementation regarding trusted data sources and data security. Salesforce emphasizes the importance of building a foundation of trusted data, security, and ethics before mainstreaming the power of generative AI.
Benefits of Sales GPT and Service GPT
Salesforce’s new generative AI offerings provide assistance to CX and CRM vendors by automatically generating personalized emails. With Sales GPT, Sales Cloud users can create relevant emails using CRM data, eliminating the need for manual note-taking. Calls can be automatically transcribed and summarized, improving productivity and enabling prompt follow-ups. Sales GPT covers the entire sales cycle, including account research, meeting preparation, and drafting of contract clauses. It offers AI-generated summaries and actions integrated with the Salesforce CRM platform.
Service GPT empowers field service teams with AI-driven personalized responses based on real-time customer data. This enables service agents to resolve customer issues more efficiently. Instead of manually drafting replies to common issues, service agents can use Service Replies to address problems quickly and accurately. By freeing up time for service agents, they can better assist customers with more complex issues. Both Sales GPT and Service GPT combine AI-powered productivity and data security, ensuring responsible handling of users’ data and their customers’ data.
Unlocking the Potential of Generative AI
Salesforce has integrated Einstein AI technologies across the Customer 360 platform for years. Generative AI now presents new opportunities in sales, customer service, marketing, commerce, and IT. By unifying data with Data Cloud and Customer 360, organizations can gain a complete view of every customer, allowing them to create unique experiences. The introduction of Sales GPT and Service GPT signifies Salesforce’s commitment to providing unique, trusted AI capabilities with embedded security, ethical guardrails, and guidance to catch potential problems before they happen.
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