Product attributes
Salesforce Einstein is an integrated set of AI technologies for customer relationship management. Einstein is integrated into many of Salesforce's products and is available through the company's Sales Cloud, Service Cloud, Marketing Cloud, App Cloud, Analytics Cloud, and Community Cloud. The AI system for CRM was announced in September 2016 at the same time as the formation of Salesforce Research, an AI research group within Salesforce. In November 2020, Salesforce announced Einstein was used to deliver more than 80 billion AI-powered predictions each day. In March 2023, the number of daily AI-powered predictions had increased to over 200 billion.
Salesforce Einstein provides personalized customer experiences, such as AI-generated emails and conversations or offers built on real-time data. The technology can deliver insights into a business's sales, service, marketing, and commerce as well as customer predictions and recommendations using low-code tools.
In March 2023, Salesforce announced Einstein GPT, a new generative AI for CRM that creates personalized content across each Salesforce cloud (sales, service, marketing, commerce, and IT interaction). Einstein GPT integrates with OpenAI to offer Salesforce customers out-of-the-box generative AI capabilities. Examples include personalized emails for sales, specific customer service responses, targeted content for marketing, and auto-generated code for developers. Upon the announcement, the system is in a closed pilot.
Einstein GPT inputs real-time data from the Salesforce Data Cloud into a combination of Salesforce’s proprietary AI models and OpenAI's enterprise-grade ChatGPT technology. Users can then connect this data to OpenAI's advanced AI models out of the box, or select external models, using natural language prompts directly with their Salesforce CRM to produce content that adapts with changing customer information.
Introducing Einstein GPT
During the announcement of Einstein GPT, Salesforce CEO Marc Benioff stated:
The world is experiencing one of the most profound technological shifts with the rise of real-time technologies and generative AI. This comes at a pivotal moment as every company is focused on connecting with their customers in more intelligent, automated, and personalized ways... 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.
Of the new product, OpenAI CEO Sam Altman said:
We’re excited to apply the power of OpenAI’s technology to CRM... 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 — a belief that Salesforce shares with us.
