Salesforce (credit image/Pexels/Hatice Baran)Salesforce released the pricing and availability for its Service GPT, Sales GPT, and the Einstein GPT Trust Layer. The company says this will help any organisation drive productivity and personalise customer interactions with generative AI designed for enterprise security standards.

Users can leverage Service GPT to auto-generate personalised replies and automatically summarise customer interactions for future reference. Sales GPT users benefit from AI-generated, personalised customer emails based on contextual customer data stored in Salesforce. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce. As a result, prompts and responses are not stored by third-party LLM providers or used to train their models.

Salesforce AI solution

Salesforce is embedding Einstein GPT’s generative AI capabilities across all Salesforce products. Its Einstein GPT Trust Layer provides enterprise-ready data security and compliance safeguards. Salesforce expects its solutions will increase productivity and enable organisations to engage with customers in personalized ways without sacrificing trust.

Innovation in action

In its pilot deployment, Service GPT helped one customer, AAA – The Auto Club Group, increase case resolutions by 20%. AAA – The Auto Club Group found that generative AI helped them meet customer needs more efficiently and in personalised ways.

Generally available Service GPT features include:

  • Service Replies: Service GPT customers can auto-generate personalised responses grounded in relevant, real-time data sources, helping service agents resolve customer issues faster.
  • Work Summaries: Users can create wrap-up summaries of service cases and customer engagements based on case data and customer history.
Bill Patterson, EVP and General Manager of CRM Applications at Salesforce
Bill Patterson, EVP and General Manager of CRM Applications at Salesforce

According to Bill Patterson, EVP & GM, C360 Applications, Salesforce, “Customer expectations continue to rise. Furthermore, service organisations are feeling the heat. Service GPT’s capabilities are helping both traditional and field service teams leverage AI to work more efficiently. This gives service professionals more time to focus on higher-order tasks and establish strong customer relationships through personalised interactions.”

Generally available Sales GPT features include:

  • Sales Emails: Reps can auto-generate personalised emails with CRM context, either from inside Sales Cloud or through Gmail and Outlook. This is achieved with just a single click. This reduces a time-consuming, yet critical step in the sales process.
    Generally available features in the Einstein GPT Trust Layer include:
  • Zero Data Retention: Enterprises are sometimes hesitant to explore generative AI due to a lack of control over where data is retained when it’s sent to an LLM. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce. Prompts and responses are not stored by third-party LLM providers or used to train their model.
  • Encrypted Communications: Encrypting communications over TLS safeguards prompts sent to an LLM, along with the responses sent back to Salesforce.
  • Data Access Checks: When a prompt uses customer data to generate a more tailored response, businesses need to ensure the only data added to the prompt is data the end user is allowed to access. Data Access Checks govern prompts by restricting data grounding to only the data allowed by the user’s permissions.
  • Feedback Store: For successful adoption, customers need feedback loops that enable past success to guide future outcomes. The Einstein GPT Trust Layer collects feedback data – including if generated responses were helpful or not. and if. A service agent can ultimately accept, reject or modify that response – to improve the quality of prompts over time.
  • Audit Trail: Staying compliant while using AI is a key requirement of many enterprises. The Einstein GPT Trust Layer’s audit trail simplifies this by securely logging all prompts, outputs, interactions, and feedback data. Consequently, teams can benefit from generative AI while meeting their compliance needs.

Enterprise Times: What this means for businesses

Generative AI can help organisations tailor customer interactions faster and at scale, and workers are quickly realising the benefits. According to Salesforce’s own research, 68% of workers say generative AI will help them better serve customers. Employees estimate it will save them an average of five hours each week.

Salesforce’s Generative AI features, take an open ecosystem approach and are supported by real-time, proprietary data. The company says it enables any organisation to tap into the productivity and efficiency benefits of AI. Salesforce has invested heavily in Generative AI and fast-out-of-the-tracks to announce its pricing model and availability of the service.

Data remains the cornerstone of Generative AI. It is an essential requirement for building Trust for generative AI collaboration. However, many organisations, irrespective of size or sector, still face challenges, in collecting, collating and managing data. Data silos still remain in enterprises, with different departments and business units. Many organisations, may not see the expected improvements in efficiency and effectiveness because of the poor quality of data.

In August, Salesforce is expected to increase its price list by an average of 9% across Sales Cloud, Service Cloud, Marketing Cloud, Industries and Tableau. Salesforce’s last list price increase was seven years ago. Since then, the company has delivered 22 new releases and thousands of new features—including recent generative AI innovations.

Salesforce has invested more than $20 billion in research and development. The proof of the pudding will be the case studies that emerge, which highlight increased efficiency and lower operational costs.


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