Einstein GPT is a generative pre-trained transformer model created by Salesforce that can create personalized content across every Salesforce cloud with generative AI. For example, Einstein GPT can create personalized emails for sales representatives to send to their customers, generate tailor-made responses for customer service professionals to answer customer questions, generate targeted content for marketers to increase campaign response rates, and auto-generate code for developers more promptly.

Einstein GPT is a Gen AI tool that will train itself on the data from Salesforce Data Cloud and therefore will generate content unique to every organization. Customers who adopt Einstein GPT can choose to connect their data to Open AI’s advanced AI models out of the box or use their own AI model or any other external AI model (see Figure 9.2). After training the model, customers can use natural language prompts similar to ChatGPT prompts within their Salesforce orgs to generate content that adapts to the changing customer information in their orgs in real-time.

Figure 9.2: Salesforce Generative AI stack

Einstein GPT is in closed pilot till the publication of this book. When it becomes GA (generally available), Salesforce customers will be able to test it out.

For now, Salesforce has announced Einstein GPT for the following services:

• Einstein GPT for Sales: Automatically generate sales tasks, including crafting emails (see Figure 9.3), arranging meetings, and preparing for upcoming interactions.    

Figure 9.3: Einstein GPT Email Composer to help write personalized emails quickly

• Einstein GPT for Service: Generate informative articles based on historical case notes. Automatically create customized agent chat responses to enhance customer satisfaction by providing tailored and efficient service interactions.
• Einstein GPT for Marketing: Dynamically create personalized content to captivate and connect with customers and prospects across various channels, including email, mobile, web, and advertising.
• Einstein GPT for Slack Customer 360 apps: Provide AI-driven customer insights within Slack, such as intelligent summaries of sales opportunities, and highlight end-user activities, such as knowledge article updates.
• Einstein GPT for Developers: Enhance developer efficiency by leveraging Salesforce Research’s exclusive large language model. Employ an AI chat assistant to automatically generate code and inquire about queries in languages such as Apex, streamlining the development process.