Salesforce, the world leader in CRM, has announced the general availability of Service GPT, Sales GPT, and the Einstein GPT Trust Layer. These layers help organizations boost productivity and personalize customer interactions with generative AI designed for enterprise security standards.
Users can leverage Service GPT to auto-generate personalized responses and automatically summarize customer interactions for future inquiries, while Sales GPT users benefit from AI-generated personalized emails based on contextual customer data stored in Salesforce. The Einstein GPT Trust Layer, the trust layer in Einstein GPT, prevents customer data from being accessed outside of Salesforce. This means that requests and responses are not stored by third-party LLM providers, nor used to train their models.
Why it’s relevant: Generative AI helps organizations adapt customer interactions faster and at scale, and workers quickly realize benefits. In fact, 68% of workers say generative AI will help them better serve customers. Employees estimate it will save them five hours a week. That being said, 73% of employees believe generative AI introduces new security risks. This underlines the need for organizations to take advantage of generative AI technologies built on trust as a foundation.
Salesforce AI Solution
Salesforce is integrating Einstein GPT’s generative AI capabilities into all Salesforce products. Through the Einstein GPT Trust Layer, which provides enterprise-ready data security and compliance safeguards, organizations can increase productivity and engage with customers in personalized ways without sacrificing trust.
Generally available Service GPT features include:
- Customer Service Responses: Service GPT users can auto-generate personalized responses based on relevant data sources in real-time, helping service agents resolve customer issues faster.
- Work Summaries: Users can create summaries of care cases and customer engagements based on case data and customer history.
Generally available Sales GPT features include:
- Sales Emails: Reps can auto-generate personalized emails with CRM context, either from within Sales Cloud or through Gmail and Outlook, with a single click. This reduces a crucial, time-consuming step in the sales process.
Sales Emails will automatically generate personalized, data-driven emails for every customer interaction, streamlining sales prospecting and saving sales reps valuable time.
Features generally available in the Einstein GPT Trust Layer include:
- Zero Data Retention: Companies are sometimes hesitant to explore generative AI due to a lack of control over where data is retained when it is sent to a Long Language Model (LLM). The Einstein GPT Trust Layer prevents customer data from being stored outside of Salesforce, which means questions and answers are not stored by third-party LLM providers or used to train their models.
- Encrypted Communications: Communications encryption via Transport Layer Security (TLS) protects requests sent to an LLM, along with responses sent back to Salesforce.
- Data access checks: When a request uses customer data to generate a more personalized response, companies need to ensure that the only data added to the request is what the end-user has permission to access. Data access checks control warnings by restricting the database to only the data allowed by the user’s permissions.
- Information Store: For successful adoption, customers need feedback loops that allow past success to guide future results. The Einstein GPT trust layer collects feedback data—including whether or not the responses generated were helpful, and whether, for example, a service agent ultimately accepted, rejected, or modified that response—to improve the quality of prompts over time. overtime.
- Audit trail: Being compliant while using AI is a key requirement for many businesses. The Einstein GPT Trust Layer Audit Log simplifies this task by securely recording all prompts, exits, interactions, and response data so that teams can benefit from generative AI while delivering satisfaction. your compliance needs.
Salesforce Perspective
Taking an open ecosystem approach and powered by real-time proprietary data, Salesforce’s generative AI capabilities are empowering all organizations to reap the productivity and efficiency benefits of AI while ensuring that Trust and enterprise-grade data security remain at the center.
Clara Shih, CEO of Salesforce AI
Customer expectations continue to rise, and service organizations are feeling the heat. Service GPT capabilities are helping traditional and field service teams leverage AI to work more efficiently, giving service professionals more time to focus on higher-order tasks and building strong customer relationships over time. through personalized interactions.
Bill Patterson, Executive Vice President and General Manager of C360 Applications, Salesforce
When it comes to sales, AI is the new User Interface. That’s why the reliable AI, real-time data, and automation features of Sales GPT are so important. With Sales GPT, reps can auto-generate personalized emails with a single click within their normal workflow, helping to save time and close deals faster.
Ketan Karkhanis, Executive Vice President and General Manager of Sales Cloud, Salesforce
Response to the news
Sales GPT is a safe and accurate generative AI tool. We’ve been able to use email prompts to quickly and easily re-engage our customers, allowing our sales reps to focus more on case interactions and less on email formulation.
James Fee, Director of Technology, CRS Temporary Housing
SumUp is using Service GPT to train our agents in 35 different countries to increase efficiency and reduce operating costs. Using Interaction Summarization alone, our teams have reduced their after-call work by 50%, which translates to better overall customer service and shorter wait times.
Bruno Fransoni, Head of CRM and Support Channels at SumUp
Conclusion
In conclusion, Salesforce is clearly playing a leading role in the customer relationship management (CRM) industry. They’ve recently introduced some upcoming AI technologies, including the Service GPT, Sales GPT, and the Einstein GPT Trust Layer. These cutting-edge AI layers are designed to help organizations elevate productivity and improve customer interactions, all while maintaining high-security standards.