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Understand how the tool will optimize Salesforce’s ecosystem functions with a high level of security.

In today’s rapidly changing technological landscape, where innovation and productivity are crucial for business growth, Generative Artificial Intelligence has become a powerful ally.

One notable innovation is Einstein GPT, developed by Salesforce. This tool is transforming how companies manage their data, engage with customers, and create content.

As we enter an era dominated by automation, the capability to intelligently and adaptively generate text and content has become essential. Einstein GPT is not only enhancing the Salesforce ecosystem but also setting a standard for reliability in enterprise AI.

Why use Generative AI in CRM, Sales and Marketing?

Integrating Generative Artificial Intelligence (AI) into Customer Relationship Management (CRM), Sales, and Marketing, particularly on the Salesforce platform, marks a revolutionary shift in how companies manage these critical business areas.

Understand the reasons why Generative AI plays a crucial role in businesses and what the benefits are for organizations:

Scalable customization

Generative AI allows companies to personalize their interaction with customers on a previously unattainable scale. It can generate highly personalized content, messages, and recommendations, taking into account each customer’s purchase history, preferences, and online behavior. This creates a unique experience, increasing loyalty and satisfaction.

Intelligent automation

Through generative AI, it’s possible to automate repetitive and time-consuming tasks, freeing up sales and marketing teams to focus on more strategic and creative activities. It can automatically generate personalized emails, call summaries, and even marketing content, saving time and resources.

Relevant and timely content

With the ability to access real-time data, generative AI can generate more relevant content. This is especially important in marketing, where campaigns need to adapt to trends and consumer behavior. Generative AI can create content that is always up-to-date and aligned with market demands.

Integration with customer data

In the context of Salesforce, generative AI can seamlessly integrate with customer data stored in the CRM. This means that companies can use information regarding purchase history and previous interactions to generate highly relevant content.

Operational efficiency

The automation provided by generative AI enhances operational efficiency. You can now complete tasks in minutes that once took hours or days. This translates to time and resource savings, as well as a quicker response to customer demands.

Data-driven decision making

Generative AI not only generates content but also provides valuable insights through data analysis. This helps sales and marketing teams make informed and strategic decisions. AI-generated data can adjust campaigns, identify sales opportunities, and enhance customer service.

Continuous improvement

One of the advantages of generative AI is its ability to learn and evolve. As more data feeds into the models, they become more accurate and effective. This means that companies can continue to enhance their sales, marketing, and customer service strategies over time.

What is Einstein GPT?

Einstein GPT, developed by Salesforce, is a powerful Artificial Intelligence (AI) tool that excels in integrating both public and private AI models with CRM data.

It was designed to enhance sales, marketing, and customer service operations. Allowing businesses to harness the power of generative AI to create personalized content, automate tasks, and gain insights. Below are the key points of Einstein GPT:

  • Integration with OpenAI: One of its features is the integration with OpenAI, that is one of the leading organizations in the field of AI. This partnership enables Einstein GPT to directly access OpenAI’s state-of-the-art AI technology, known as ChatGPT. It provides businesses with the ability to generate high-quality content based on one of the most advanced language models in the market.
  • Combination of AI models: Einstein GPT employs a unique approach that combines both public and private AI models. This means it incorporates models developed internally by Salesforce as well as third-party models like OpenAI’s ChatGPT. This combination allows for a wide range of applications and customizations to meet specific business needs.
  • Use of a private cloud: Einstein GPT utilizes a private cloud for data storage and processing, ensuring the security and privacy of customer data. This is crucial in enterprise contexts where safeguarding sensitive data is a priority.
  • Real-time data feeding: Salesforce data, including CRM information and Salesforce Data Cloud data, is continuously fed into Einstein GPT’s AI models in real-time. It enables the system to continually adapt the generated content based on customer information, making it highly relevant and personalized.
  • Data privacy and security: Salesforce maintains strict data privacy and confidentiality standards. For example, in product descriptions generation, the process occurs at the time of the query, sending the least amount of data possible to the language models that power the generative capabilities, ensuring customer data remains secure.
  • Ease of use with external models: Einstein GPT is an open and extensible platform that allows businesses to use their own external AI models. This offers flexibility and customization to organizations that want to combine Einstein GPT technology with their own resources.

Einstein GPT Trust Layer: ensuring security in the use of AI

The Einstein GPT Trust Layer is a vital part of Salesforce’s Artificial Intelligence platform, specifically designed to protect the security and privacy of data in generative AI applications.

This component is essential for maintaining trust in enterprise AI, particularly for protecting sensitive customer information. Essentially, the Trust Layer adds an extra level of security and control to the large-scale language models (LLMs) that enable Einstein GPT’s text generation capabilities. Its main objective is to prevent these models from retaining or compromising sensitive customer data during content creation. Here are some key features of the Einstein GPT Trust Layer:

  1. Prevention of Sensitive Data Retention: The Trust Layer ensures that the large-scale language models (LLMs) used for generating AI content do not retain or store any confidential or sensitive customer information. While these models temporarily access data for content creation, they do not keep this information once the task is finished.
  2. Enhanced Data Governance: By separating sensitive data from LLMs, the Trust Layer strengthens companies’ data governance practices. This is crucial, especially in regulated industries where the protection of personal and confidential information is a legal requirement.
  3. Competitive Advantage: The Trust Layer increases customer confidence by ensuring the security of their data. Therefore, the tool stands out in the market by prioritizing data privacy and security, serving as a competitive advantage.

Einstein GPT suite products

Understand how each of the products associated with GPT works:

Sales GPT

O Salesforce Sales GPT foi designed for the purpose to help sales teams create more personalized and engaging content. It can be used to generate content tailored to specific customers or audiences, and to create relevant content to the latest trends and news.

Sales GPT offers the following features:

Sales Assistant: It summarizes each step of the sales cycle in a sidebar, from account research and meeting preparation to contract clause drafting. It also automatically keeps your CRM up to date, so you can be confident that your sales data is always accurate and current.

Sales Emails: It can automatically generate personalized emails for every customer interaction, using data from your CRM system. This means you can send emails tailored to the specific needs and interests of your customers.

Call Summaries: The tool automatically transcribes and summarizes calls and sets follow-up actions based on the transcription. This can help improve the productivity of salespeople, saving the time that would be spent on manual call transcription and setting follow-up actions.

Marketing GPT

With Marketing GPT, Salesforce delivers a powerful tool to marketing professionals, enhancing campaign planning, audience segmentation, and content creation through an AI-enhanced user interface. Marketing GPT offers several notable features:

Segment Creation: Marketers can swiftly create and refine audience segments using natural language prompts to interact with Salesforce’s Data Cloud and CDP offerings.

Email Content Creation: This feature enables professionals to automatically generate email body content, craft compelling subject lines, and more.

Segment Intelligence: Marketing GPT also assists professionals in analyzing and understanding campaign performance specific to different audience segments.

Commerce GPT

Commerce GPT is a generative AI tool designed to enhance personalized shopping experiences throughout the buyer’s journey. It leverages real-time data from the Data Cloud to generate timely and relevant recommendations, content, and automated communications. Here are the key features of Commerce GPT:

Goal-Based Commerce: This feature enables businesses to set specific goals and objectives, providing proactive insights and recommendations to achieve them, such as boosting margins or increasing the Average Order Value (AOV).

Dynamic Product Descriptions: Commerce GPT streamlines the process of creating product descriptions by automatically populating missing data in merchant catalogs. It enhances the customer experience with personalized, automatically generated product descriptions for each buyer.

Commerce Concierge: Utilizing chatbot and generative technologies, allows brands to deliver a personalized shopping experience across any messaging channel, adapting to consumer preferences and enhancing engagement.

Slack GPT

Slack is a cloud-based communication platform that helps teams interact more effectively. It provides a centralized space where they can communicate in real-time, share files, and collaborate on projects. Slack can also integrate with other tools and services, allowing teams to optimize their workflows. Slack GPT offers the following features:

AI-Ready Platform: It integrates and automates the language model of your choice, using apps built by partners like OpenAI’s ChatGPT and Anthropic’s Claude, or by building your own custom integration.

Integrated AI Features: It includes AI-driven conversation summaries and writing assistance directly within Slack.

Tableau GPT

Tableau is a data visualization and business intelligence tool that simplifies connecting to various data sources, creating interactive dashboards, and generating insightful reports. This software allows users to analyze, understand, and communicate data visually and interactively.

Tableau is a versatile tool suitable for businesses of all sizes and is designed to be user-friendly, requiring no programming skills. It supports many data sources, such as databases, spreadsheets, and cloud services. The software employs generative AI to automate many data analysis tasks, enabling users to create and analyze visualizations quickly.

While still under development, Tableau GPT promises to transform data analysis by making it more accessible to a broader audience and aiding businesses in making more informed data-driven decisions.

How does Einstein GPT work?

Einstein GPT leverages its transformer-based architecture to generate human-like texts and deliver personalized responses. This architecture utilizes a self-attention mechanism that processes data sequentially, enabling the system to analyze text and assess the significance of each word within a sentence. It effectively captures word dependencies and semantic relationships, helping to interpret the context of the input accurately.

The system prioritizes words to determine their relevance within sentences, enhancing its ability to understand context and improve interactions. For example, Einstein GPT considers previous interactions in sales queries to generate informative responses tailored to customer needs.

Einstein GPT undergoes two main stages of training:

  1. Pre-training: Here, the model is exposed to a wide range of texts, including books, articles, and online data. This exposure helps it learn various linguistic patterns, syntax, and semantic structures, enabling it to produce responses that closely mimic human conversation.
  2. Fine-tuning: This stage optimizes the model for specific tasks. It is fine-tuned with data from various domains to generate relevant content, such as personalized proposals that reflect an understanding of particular sectors and their real-world applications. The AI analyzes customer data and domain-specific terminologies to ensure the output is contextually aligned.

Operationally, Einstein GPT seamlessly integrates into the Salesforce CRM system. Upon receiving a natural language prompt from a user, it springs into action. After the prompt is sent to Salesforce CRM, Einstein GPT begins processing it and integrates data from Salesforce Cloud and Salesforce Data Cloud to create up-to-date content, enhancing the efficiency and effectiveness of your CRM operations.

This integration harmonizes customer data across the system. Once the input prompt is analyzed, Einstein GPT selects the most appropriate AI model for response. It utilizes private and public AI models to produce content that resonates with human conversational patterns.

Einstein GPT offers flexibility in its responses, drawing from Salesforce’s private AI model, public models like OpenAI ChatGPT, or any external model, and adjusts its responses according to customer needs. Finally, it generates content such as answers to queries, personalized emails, drafts, or auto-generated codes. This thorough process ensures that Einstein GPT provides precise, customized information to meet customer needs effectively.

Einstein GPT vs ChatGPT: Key Differences

Einstein GPT is additionally trained with a company’s customer data, including history and previous interactions. Chat GPT is trained with generalized information available on internet. Einstein GPT has trust layer that is a new industry standard making a revolution in AI generated content.

This trust layer ensures accuracy and precision of the content it has provided. One of the core principle of Einstein GPT is to provide accuracy and transparency. It produces accurate content enabling customers to make informed decisions.

Many IT leaders have shown their distrust with AI generative content, considering that it does not produce accurate result. However, Einstein GPT is distinct from other AI, operating on five principle of accuracy, safety, honesty, empowerment and sustainability. It’s trust factor makes it set apart from other AI tools.

Einstein GPT is particularly utilized by corporates, and automate responses and insights within customer data. It’s tailored to work within Salesforce ecosystem utilized for sales, marketing, and reaching the target audience.

Whereas, Chat GPT is not tied to specific domains and gives generalized responses. It is widely used in applications such as customer support, virtual assistants, chatbots etc. 

Salesforce infrastructure maintains Einstein GPT supporting for its scalability. The Salesforce system enable seamless integration of updates ensuring consistent and improved performance. As for Chat GPT, organizations have to manage the infrastructure without any external aid. The model has to be updated, and monitored by additional resources and expertise.

Einstein GPT is fine tuned for domain specific knowledge and expertise. It integrates within the Salesforce CRM data and is well suited for lead generation, sales forecasting, and providing personalized responses. However, Chat GPT is only Pre-trained with large scale data from various resources to give Generalized responses. Additionally, both language models have free versions but offer paid versions with varying prices providing different features. 

Salesforce Copilot

Salesforce Copilot is an AI assistant present on the interface or Salesforce user. It is a fusion of Salesforce CRM and AI assistant capabilities revolutionizing the way we interact with data.

Einstein Copilot is a customizable and conversational AI model that utilizes a company data for customer’s interaction, insights and recommendations. Einstein Copilot immersed within Data Cloud utilizes data from various resources of different products and systems. This data is then embedded with Salesforce applications enabling companies to have a comprehensive view of their customers’ data.

Einstein Copilot was launched in 2023 making it easy for the customers to communicate with AI in human like interaction. It user-friendly function enabled the customers as well as application users to converse with AI in natural language. Salesforce Copilot has the ability to answer queries, automate tasks, interpretation of complex texts, generating new content, etc. This language model features pre- programed capabilities, prompts, tasks and responses, that users would utilize within their daily workflow.

Einstein Copilot integrates real time data functionality to help users interact efficiently and naturally with the AI language model. This model identifies the user’s historical data and input and provides contextual suggestions and relevant content that integrate seamlessly with other Salesforce applications such as Salesforce CRM, mobile, inbox, etc. Salesforce Copilot is a revolutionary addition aiding businesses to drive their growth, sales, and marketing

Copilot Studio

Within Salesforce ecosystem, there is copilot studio an essential tools enabling businesses to facilitate development and implement AI applications. This platform seamlessly integrates user interfaces, various AI models and data into a unified metadata platform.

Einstein copilot studio uses data cloud to get customer information in real-time. It facilitates companies to configure and authenticate different AI models, thus simplifying the process. The studio provides a user-friendly environment enabling businesses to create new generation of AI powered applications.

Moreover, it allows the businesses to use their own AI model with Data Cloud ensuring adaptability to their unique operational landscape. This is known as Bring Your Own Model Solution (BYOM). It facilitates in integration of their own system with Data cloud, having access to trapped data within salesforce environment from data lakes such as AWS redshift, Databricks, snowflakes etc.

Copilot studio, additionally uses Data Cloud zero-ETL integration to enable seamless connectivity and data flow across all the platforms. With salesforce copilot studio, businesses can simplify their business processes, crafting personalized responses to various queries and automating repetitive tasks.

It enables users to utilize AI with an authority and control over its impact. In authoritative role they can generate impactful AI solutions to promote productivity. As for control, users have to know the impact and influence of the generative content.

For instance, if a user is looking for sensitive financial data and the copilot does not response to the prompt. The studio, in return, considers if the user has authority or access to have such confidential data? If authority is granted, then it’s in the users control to utilize data knowing the consequences.

Platform Engineering: what it is and how it accelerates technology delivery

Prompt Builder

Prompt Builder is one of the critical components of the Salesforce Copilot Studio platform, facilitating users to generate personalized content with the help of prompts.

Prompts are interactive texts through which we communicate with large language models. Large language models are technology embedded with generative AI to create human-like conversations. Deciding the quality of content that the users need means that a good input prompt means that AI will generate unique, relevant, and effective output responses.

Salesforce has added Prompt Builder in its landscape to help businesses generate precise and effective content. These prompts automatically generate responses aligning with your company data.

Prompt Builder helps increase the productivity and efficiency of the employees. It creates automatic templates and crafts personalized emails and proposals, summarizing and generating tailored content within a couple of minutes. Prompt Builder is flexible, allowing you to infuse your data to get accurate results. Prompt Builder helps you customize individual emails, generate interactive content for customer interaction, and create persuasive content to optimize for driving sales and enhancing sales, growth, and business success.

Model Builder

Salesforce Copilot has an effective tool known Model Builder empowering business for development, training and implementation of AI models within the system. This tool allows the users to create AI models specific for their business needs.

Model builder allows the Einstein copilot platform to integrate user interface, AI models and data in a unified platform. It also acts as a bridge between data and the language model. Language models use deep learning techniques to understand human language elements such as, grammar, context, semantics, etc. to generate human-like texts. These language models are pre-trained to generate feedback with accuracy and precision.

Fine tuning further trains the parameters and hyper-parameters to produce information based on specific domain. Model builder aids in selecting the appropriate model type to streamline the process of data integration with preferred AI model.


In conclusion, Salesforce Einstein GPT is a transformative technology that boosts efficiency, enhances customer interactions, and improves productivity for businesses and users.

Its suite of products, including Sales GPT, Marketing GPT, Commerce GPT, Slack GPT, and Tableau GPT, is revolutionizing fields like CRM, sales, data analysis, and marketing.

Salesforce leverages Copilot and elements of Copilot Studio to produce interactive, human-like texts using CRM data and real-time insights.

Einstein Copilot and Copilot Studio feature three significant AI assistants—Prompt Builder, Skill Builder, and Model Builder—that enable businesses to build custom AI applications, infuse their data for more accurate results, and generate responses tailored to users’ preferences and needs.