Even if you’ve never used it, or you’re not entirely sure what it is, chances are you’ve heard of ChatGPT by now. Since it was launched by AI research company OpenAI on the 30th of November last year, the program has been in and out of the headlines almost daily. ChatGPT’s ability to hold conversations, write poems, and even generate code demonstrates how they – and other AI chatbot tools like it – are having a profound impact on our day-to-day lives. But what about Salesforce’s latest announcement? What exactly is EinsteinGPT and how could it change the way we work for good? That’s what we’re here to explore…
What’s ChatGPT?
In case you didn’t know (in which case, where have you been?!), ChatGPT is an artificial intelligence (AI) tool developed by the AI specialists at ‘Open AI’. The tool is designed to understand and respond to written text and can answer a wide range of questions on various topics.
But that’s not all it can do.
ChatGPT can provide recommendations, write a huge variety of text formats (from poems and jokes to essays and articles) and even engage in casual conversation.
With its advanced natural language processing (NLP) capabilities and vast knowledge base, ChatGPT has become a valuable resource for individuals, businesses and researchers alike. In fact, earlier this year, it was reported that the chatbot had reached over 100 million monthly active users. Whether you need help with a complex problem, want to generate new ideas, or simply want to chat about the latest news or trends, ChatGPT is a powerful tool, capable of providing you with quick and accurate responses.
What’s Einstein GPT?
ChatGPT isn’t the only AI-powered chatbot that’s out there at the moment. There’s currently an AI arms race underway, although none of the competitors has proved to be quite as popular as ChatGPT just yet (mainly because they’re less accurate and not very friendly…)
The latest to throw their hat into the conversational AI ring, Salesforce recently announced the release of its own AI tool, “Einstein GPT”. An evolution of Salesforce’s existing product, Einstein, this new tool is the world’s first comprehensive generative AI for CRM.
Not only does Einstein help users to create their own chatbots, but its advanced machine-learning capabilities make it easier for users to automate tasks and processes. Like ChatGPT, Einstein GPT is a natural language processing (NLP) tool, which can understand and respond to written language. It is built on the latest technology from OpenAI, which has created one of the most advanced language models available today. Their latest model, GPT-4, (Generative Pre-trained Transformer 4) is more accurate and intelligent, capable of generating images and videos, as well as writing up to 25,000 words at a time. This new capability is a real game changer for sales, service and marketing teams.
How Will It Work?
Einstein GPT is able to generate leads and close deals, write reports, and predict the customer’s next move. It’s capable of delivering auto-generated content from within Salesforce’s platform – even in Slack. Einstein GPT works by combining public and private AI models (which include those developed by Salesforce and OpenAI’s ChatGPT) with CRM data, meaning users can ask it questions and talk to it from within the CRM. Sales, marketing, and customer service teams can all use it for everything from generating content like articles or emails to scheduling meetings. It can even support Salesforce developers by generating code for new apps or websites. When it comes to the potential impact of a tool like EinsteinGPT for Salesforce customers, the possibilities are almost endless. But, in the interest of time, we’ve taken a couple of the possibilities that excite us most and explored them below…
How Does This Affect Me?
Regardless of the industry you operate in or your role in the business, it is likely that a tool like Einstein GPT will have a significant impact on the way you do your job (and the outcomes you’re able to deliver). We’ve picked out some of the key ways we think Einstein GPT may impact you and your organisation in the near future…
- Effective Customer Communication – One of the most exciting possibilities for Einstein GPT is the impact it could have on customer service communications. For example, whenever a customer sends an email or submits a new support ticket, Einstein is able to quickly analyse the text and suggest the most appropriate response. This helps agents respond more quickly and accurately, reducing the time it takes to resolve issues, providing valuable support to customer service representatives, and helping customers resolve their issues as fast as possible. This would also remove the need for customers to fill out lengthy forms or repeat themselves when passed from form to representative or from one representative to another, improving the customer experience and boosting brand sentiment.
- Automate Time-Consuming Tasks – EinsteinGPT can be used to automate routine jobs like data entry or report generation. This helps employees to save time, freeing them up to focus on building quality relationships with their customers, finding new leads, or even developing new products. The original Einstein already helps Salesforce’s customers to make use of artificial intelligence in this way, automating emails and delivering round-the-clock service to customers with chatbots that can answer their common questions. However, with the addition of NLP capabilities, the potential of these existing capabilities (and the quality of the output) is significantly enhanced.
- Customise It To Your Needs – AI tools like Einstein GPT are highly customisable. Businesses can train the tool to recognise specific words or phrases that are highly relevant to their industry, their products or their services, and even create their own bespoke responses for different scenarios. With Einstein GPT’s advanced features, businesses can even use their own external AI model and add natural-language prompts to it. This way, the tool would continuously adapt to customer data – and the customer’s ever-changing needs – in real-time, ensuring that its responses are always as accurate and helpful as possible.
- Part Of A Connected Salesforce Platform – Another advantage that Einstein GPT offers is that it is designed specifically to be used with other Salesforce tools. When combined with these tools as part of a single connected platform, the suite of Einstein GPT capabilities can help businesses to offer their customers a more seamless experience overall. For example, if EinsteinGPT is dealing with a customer enquiry via chatbot, the information gathered could be automatically shared with Sales Cloud, updating the customer’s profile for future reference. It could also make automatic changes to the customer’s planned communications in Marketing Cloud, informed by the nature of the conversation had via chatbot. All of this, without any input from a human being. Pretty clever, right?
Overall, an AI tool like Einstein GPT holds enormous potential for Salesforce customers both old and new – it has the potential to revolutionise the ways in which businesses interact with their customers by offering them a more personalised experience, and will also have an enormous impact on efficiency. By leveraging advanced AI technology and NLP, Salesforce is enabling businesses to accelerate their digital transformation.
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Looking for help embracing new technologies – like Einstein GPT? Don’t hesitate to get in touch.
Here at Trigg Digital, we support businesses on their journey to go further and faster. It can be difficult keeping up with new technology, but we can help you find the right solutions to make your business more efficient and your customers happier, regardless of whether or not you’re already a Salesforce customer.
Get in touch to learn more…
+44 203 239 8492
hello@triggdigital.com
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