News | June 29, 2023

Salesforce's New Sales GPT And Service GPT Drive Productivity And Personalize Customer Interactions With Generative AI

Source: Salesforce

SAN FRANCISCO and LONDON — June 29, 2023 — Today at World Tour London: AI Day, Salesforce (NYSE: CRM), the global leader in CRM, introduced generative AI capabilities for Sales Cloud and Service Cloud to transform how sellers and service teams work and interact with customers. Sales GPT will embed generative AI in the flow of work, auto-generating customer emails, call summaries, account research and more. Service GPT will auto-generate service replies, automatically summarize customer interactions into easy-to-access knowledge articles for service teams, and better prepare field service agents before they arrive at service locations.

Significance: Generative AI has the potential to transform how sales and service professionals in every industry do their jobs. In new research, more than 60% of sales and service professionals believe generative AI will help them better serve customers. Yet, 63% of sales professionals and 59% of service professionals say they don’t yet have the skills to effectively and safely use generative AI.

Salesforce AI solution: Einstein GPT, which powers Sales GPT and Service GPT, supercharges customer experiences and company productivity with a trusted, open ecosystem-based generative AI grounded in proprietary real-time data. The Einstein GPT Trust Layer helps customers meet their enterprise data security and compliance demands by preventing large-language models (LLMs) from retaining sensitive customer data to help maintain data governance controls.

What’s new: Salesforce is bringing trusted generative AI across every application directly in the flow of work for Sales and Service, as well as Marketing, Commerce, Slack, Tableau, Flow, and Apex.

Sales GPT will deliver trusted generative AI, backed by real-time data, to help sellers transform how they work and sell faster, smarter, and more efficiently.

  • Sales Emails will auto-generate personalized and data-informed emails for every customer interaction, streamlining sales prospecting and saving sales reps valuable time.
  • Call Summaries will free sales reps from manual note-taking with automatically transcribed and summarized calls, and follow-up actions to help improve seller productivity.
  • Sales Assistant will summarize every step of the sales cycle — from account research and meeting preparation to drafting contract clauses — while automatically keeping the CRM up-to-date.

Service GPT and Field Service GPT will empower organizations to use generative AI and real-time data to scale service experiences from the contact center to the field while reducing costs.

  • Service Replies will auto-generate personalized responses grounded in relevant, real-time data sources, enabling service agents to resolve customer issues faster.
  • Work Summaries will create wrap-up summaries of service cases and customer engagements based on case data and customer history.
  • Knowledge Articles will be auto-generated and updated based on the latest real-time data from support interactions, so a company’s institutional knowledge is continuously updated.
  • Mobile Work Briefings will prepare field service teams for every appointment by summarizing critical information before they arrive, helping them work more efficiently.

Availability:

  • Service GPT is expected to be generally available in 2023.
  • Sales GPT is expected to be generally available in 2023.
  • Sales Emails is expected to be generally available in 2023.
  • Call Summaries is expected to be generally available in 2023.
  • Sales Assistant is expected to be generally available in 2023.
  • Service Replies is expected to be generally available in 2023.
  • Work Summaries is expected to be generally available in 2023.
  • Knowledge Articles is expected to be generally available in 2023.

Learn more:

About Salesforce

Salesforce empowers companies of every size and industry to connect with their customers in a whole new way through the power of AI + data + CRM. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE