Einstein Copilot delivers trusted responses
because it's grounded in your company's unique data and metadata,
enabling it to deeply understand your business and customer
relationships
Einstein Copilot is natively embedded across
Salesforce applications to deliver a consistent user experience
that can answer questions, generate content, and dynamically
automate any action to deliver better productivity, deeper customer
relationships, and higher margins
Salesforce customers can access Einstein
Copilot by upgrading to Einstein 1 Editions of Salesforce that
include Data Cloud, AI, and CRM in a single offering
SAN
FRANCISCO, Feb. 27, 2024 /PRNewswire/ -- Salesforce
(NYSE: CRM), the #1 AI CRM, today announced the public beta
availability of Einstein Copilot, a new customizable,
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,
Einstein Copilot can answer questions, summarize 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 #1 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."
Why it matters: 86% of IT executives believe that
generative AI will have a major impact on their companies, and
according to new research from Slack, AI use in the workplace
accelerated 24% in the past quarter alone. And, 80% of employees
using AI say that it is already improving their productivity. This
increased AI adoption indicates that AI is becoming a crucial tool
for accomplishing practical business tasks throughout an
organization.
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 #1 AI CRM. Einstein 1
Editions provide organizations 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 Einstein Copilot 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
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.
- Customize Einstein Copilot for
specific business needs: Einstein Copilot can be customized 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 analyzing 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
Einstein Copilot, "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 unauthorized access and data breaches
through zero-data retention from Salesforce's LLM partners.
Sample Use Cases
Einstein Copilot revolutionizes how
teams and industries use AI to enhance productivity and
personalization, conveniently within their flow of work. Using
natural language prompts, salespeople can accelerate deal
closures by summarizing records or generating customized
communications to provide more personalized 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 personalized financial plans by automating data
collection and analysis, enabling advisors to dedicate more time to
client relationships and strategic advice.
Customer Quotes:
- "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 prioritize the guest experience." – Robert Marusi, Chief Commercial Officer, 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." – Adam
Ashworth, Senior Salesforce Administrator, Wonolo
- "Einstein Copilot will improve our team's support to McLaren
Racing partners. Our teams will use their AI assistant to
efficiently summarize partner requests, streamline communication,
and foster stronger relationships with our partners." –
Ed Green, Head of Commercial
Technology, 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).
Get started:
- Discover Einstein Copilot
- Talk to an expert
More Information:
- Learn more about the Einstein 1 Platform
- Learn more about Data Cloud
- Learn more about Einstein Copilot on Trailhead
Salesforce is the #1 AI CRM, empowering companies to connect
with their customers in a whole new way through the power of CRM +
AI + Data + Trust on one unified platform: Einstein 1. For more
information visit: www.salesforce.com (NYSE: CRM).
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SOURCE Salesforce