As customer relationship management (CRM) solutions get bigger and more encompassing – now used by nearly every department in a company – the user experience needs to get easier. After all, CRM is supposed to save time and improve productivity, not be a time sinkhole. Increasingly, some companies are adding AI-driven personal assistants to help users with workflow and streamlining tasks.
CRM giant Salesforce recently announced the next generation of its Einstein conversational AI assistant to help improve the user experience. The updated version of Einstein now contains Einstein Copilot, an out-of-the-box conversational AI assistant built into the user experience of every Salesforce application.
Einstein Copilot can drive improved productivity by assisting users within their flow of work, enabling them to ask questions in natural language, and receive relevant and trustworthy answers that are grounded in secure proprietary company data from Salesforce Data Cloud. In addition, Einstein Copilot proactively offers options for additional actions beyond the user’s query – such as a recommended action plan after a sales call or creating a new service knowledge article.
In the announcement, Salesforce noted that Einstein Copilot will generate trusted and accurate recommendations and content to accomplish specific tasks like building digital storefronts, drafting custom code, creating data visualizations, or providing sales associates with recommended steps to close deals fast. It is securely grounded with customer data from Salesforce Data Cloud, including customer data, enterprise content, telemetry data, Slack conversations, and other structured and unstructured data to ensure that Einstein Copilot makes well-informed and accurate decisions.
In addition, Salesforce has launched Einstein Copilot Studio, which was designed to present an easy new way for companies to build an entirely new generation of AI-powered apps with custom prompts, skills and AI models to close sales deals faster, streamline customer service, auto-create websites based on personalized browsing history, or turn natural language prompts into code, as well as hundreds of other business tasks. Einstein Copilot Studio also provides configurability to make Einstein Copilot available for use across other consumer-facing channels like websites to power real-time chat, Slack, WhatsApp, or SMS.
“The reality is every company will undergo an AI transformation to increase productivity, drive efficiency, and deliver incredible customer and employee experiences,” said Marc Benioff, Chair and CEO, Salesforce. “With Einstein Copilot and Data Cloud we’re making it easy to create powerful AI assistants and infuse trusted AI into the flow of work across every job, business, and industry. In this new world, everyone can now be an Einstein.”
Edited by
Greg Tavarez
