By Modupe Gbadeyanka
A new customisable, conversational, and generative AI assistant for CRM, Einstein Copilot, has been launched by Salesforce.
The system was unveiled at the Mobile World Congress in Barcelona, Spain, and it will use adequate company data to generate useful responses.
The Einstein Copilot enables Salesforce customers to generate responses using their private and trusted data, while maintaining strict data governance and without requiring expensive AI model training.
As a result, Einstein Copilot 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 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 & CEO, 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.”
Einstein Copilot grounds its responses with trusted business data from Data Cloud to provide the necessary context for the highest quality outputs. This allows Einstein Copilot to generate more precise and tailored responses based on trusted company data.
It 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 multi-step plans. For example, a customer service agent can ask Einstein Copilot 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 Einstein Copilot there are no silos between applications or data.
