Covering Disruptive Technology Powering Business in The Digital Age

Salesforce, the number 1 Artificial Intelligence (AI) CRM, has announced the public beta availability of Einstein Copilot, a new customisable, conversational, and generative AI assistant for CRM.

Unlike other AI assistants or copilots that lack adequate company data to generate useful responses, Einstein Copilot enables Salesforce customers to generate responses using their own private and trusted data, while maintaining strict data governance and without requiring expensive AI model training. As a result, this dynamic assistant can answer questions, summarise content, create new content, interpret complex conversations, and dynamically automate tasks on behalf of a user, all from a single, consistent user experience embedded directly within Salesforce’s leading AI CRM applications.

This is made possible by combining a conversational UI, a foundational large language model, and trusted company data that enables Salesforce users to tap into the power of generative AI and interact with their applications in entirely new ways.

“AI is the single most important moment in the history of our industry. It will deepen customer relationships, increase productivity and drive higher margins at every company,” said Marc Benioff, Chair and CEO at Salesforce. “Our new Einstein Copilot brings together an amazing intuitive interface for interacting with AI, world-class AI models and above all deep integration of the data and metadata needed to benefit from AI. Einstein Copilot is the only copilot with the ability to truly understand what is going with your customer relationships.”

“AI is amplifying the opportunity for businesses in Asia to grow and succeed by better understanding their customers,” added Sujith Abraham, Senior Vice President and General Manager at Salesforce ASEAN. “It is now an imperative for businesses to adopt AI that generates immediate action and relevant responses for your customers in the flow of work. Einstein Copilot leverages the power of metadata to combine CRM data with data residing in other corporate systems which creates a deeper understanding of your customer. This directs meaningful next steps to create value for those same customers, and in a trusted manner.”

Why It Matters

A recent study found out that 83% of IT executives in Singapore believe that generative AI will have a major impact on their companies. Additional research by Salesforce in September 2023 found that approximately 40% of Singaporean workers have already begun using generative AI at work, with 93% of these workers currently using generative AI believing it has made them more productive at work. This growing AI adoption indicates that AI is becoming a crucial tool for accomplishing practical business tasks throughout an organisation.

How Customers Can Purchase Einstein Copilot

Customers can tap into the full power of Salesforce with Einstein 1 Editions, simplified technology packages for businesses looking to accelerate growth and speed productivity with the number 1 AI CRM. Einstein 1 Editions provide organisations in every industry access to the best of Salesforce technology, including CRM, Einstein Copilot, Data Cloud, Slack, and Tableau in a single offering, helping them transform their business and deliver stronger customer experiences.

Einstein Copilot Capabilities

• Grounding prompts in Data Cloud. Einstein Copilot grounds its responses with trusted business data from Data Cloud to provide the necessary context for the highest quality outputs. This allows it to generate more precise and tailored responses based on trusted company data.
• Out-of-the-box actions. Einstein Copilot comes with a library of out-of-the-box actions—pre-programmed capabilities, automated responses, or business tasks performed by Einstein Copilot—that the AI can perform for the user when prompted. Actions can be combined to execute dynamic multistep plans. For example, a customer service agent can ask the assistant to close a case and open a sales opportunity or sell an add-on, and Einstein Copilot will understand the user’s intent and can execute the task—or tasks—in the flow of the service experience. With this reliable digital assistant, there are no silos between applications or data.
• Customise Einstein Copilot for specific business needs. Einstein Copilot can be customised to accomplish specific sales, service, marketing, commerce, and IT tasks, ensuring company and industry policies are applied. Copilot Builder can create custom actions for Einstein Copilot, Prompt Builder activates custom prompts in the flow of work, and Model Builder uses proprietary AI models to power custom Einstein Copilot functionality.
• Reasoning engine to interpret intent and choose the best action. Einstein Copilot’s reasoning engine—the process that interprets and processes information to make informed decisions, solve problems, or generate insights—interacts with an LLM by analysing the full context of the user’s prompt, determining the actions or series of actions to take, and generating the output. For example, if a sales rep asks, “Help me recommend a new product tier to my customer,” Einstein Copilot can determine which products the customer currently has, understand the upgrade options, and transition the customer into a new high-value marketing segment. Finally, Einstein Copilot can update the information across multiple systems with MuleSoft and Salesforce Flow.
• Generating trusted responses and actions. Einstein Copilot serves up trusted AI interactions with privacy and security measures provided by the Einstein Trust Layer. The Einstein Trust Layer is part of the Einstein 1 Platform and performs functions like masking personally identifiable information (PII), scoring outputs for toxicity, and helping to protect information from unauthorised access and data breaches through zero-data retention from Salesforce’s LLM partners.

Sample Use Cases

Einstein Copilot revolutionises how teams and industries use AI to enhance productivity and personalisation, conveniently within their flow of work. Using natural language prompts, salespeople can accelerate deal closures by summarising records or generating customised communications to provide more personalised client engagement.

Customer service and field service agents can streamline case resolution and boost customer satisfaction by surfacing relevant answers, offers, and data from disparate systems. Financial service companies can simplify client onboarding and craft personalised financial plans by automating data collection and analysis, enabling advisors to dedicate more time to client relationships and strategic advice.

“With Einstein Copilot, our service teams will be able to quickly handle requests, from generating replies to suggesting activities. It will make our teams more efficient, letting us prioritise the guest experience,” said Robert Marusi, Chief Commercial Officer at Turtle Bay Resorts

“Salesforce took the time to understand Wonolo’s needs and offer solutions that addressed our pain points. We have been able to bring all the information our agents need together in one place. Einstein has helped our agents be more efficient and confident in their work, without losing the human connection we pride ourselves on as a company,” noted Adam Ashworth, Senior Salesforce Administrator at Wonolo

“Einstein Copilot will improve our team’s support to McLaren Racing partners. Our teams will use their AI assistant to efficiently summarise partner requests, streamline communication, and foster stronger relationships with our partners,” shared Ed Green, Head of Commercial Technology at McLaren Racing

Pricing

Customers can access Einstein Copilot by purchasing Einstein 1 Editions or by adding it on to Enterprise or Unlimited Editions. Detailed pricing information is available here.

Global Availability

Einstein Copilot is available in beta globally for Sales Cloud and Service Cloud, with Commerce Cloud and Marketing Cloud available later in 2024. Einstein Copilot currently supports data residency in the United States and the English language.

Additionally, Einstein Copilot for Tableau will be launching later this year in H2. Currently Tableau supports generative AI capabilities with Tableau Pulse and Tableau Copilot (now in Beta).

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