Inclusion Cloud Digital Engineering
April 24, 2023
🕒 4 minutes
Salesforce Einstein GPT
Table of Contents

As a leading provider of customer relationship management (CRM) solutions, Salesforce has just unveiled its latest tool, Einstein GPT – a game-changing chatbot that harnesses the power of natural language processing to help businesses provide unparalleled levels of customer service

With the ability to instantly interpret customer inquiries and offer personalized responses, this cutting-edge technology enables companies to address customer needs rapidly and efficiently. 

Salesforce has teamed up with OpenAI, the creator of ChatGPT,  to provide a top-notch service. 

This partnership allows the Einstein GPT model to be enriched with the enterprise version of ChatGPT, as well as other sources such as public information and Salesforce data. Moreover, customers have the option to further train the tool by incorporating their own company data. 

How Does Einstein GPT Work? 

Einstein GPT is an innovative tool that uses a pre-trained language model to respond to customer inquiries in a conversational and natural way.  

The tool is also designed to be customizable, which means that businesses can train the tool on their own data to improve its accuracy and effectiveness. This allows businesses to tailor the tool to their specific needs and provide a more personalized experience for their customers

For example, you could ask Einstein GPT to edit emails, generate leads for you, find insights, create a flow for you, write code for you, and more.  

Benefits of Using Einstein GPT 

There are several benefits to using Einstein GPT for Salesforce users:  

  • It can help businesses save time and resources by automating routine customer service tasks.  

This can free up employees to focus on more complex tasks and improve overall efficiency

  • It can improve customer satisfaction. By providing fast and personalized service, businesses can improve the overall customer experience and build customer loyalty. 
  • Einstein GPT can also help businesses gain insights into customer behavior and preferences. By analyzing customer inquiries and interactions, businesses can gain valuable insights into customer needs and preferences, which can inform future business decisions
Salesforce Einstein GPT

Getting started with Einstein GPT 

If you are interested in getting started with Einstein GPT, Salesforce offers a variety of resources to help you get started.  

The Salesforce Trailhead website offers a quick look module that provides an overview of the tool and its capabilities. The module also includes a demo that shows how Einstein GPT can be used to automate customer service tasks

To use Einstein GPT, businesses will need to sign up for Salesforce Einstein, which is a suite of artificial intelligence tools that includes Einstein GPT. Once signed up, businesses can start training the tool on their own data to improve its accuracy and effectiveness

A Few Details to Note  

While some have suggested that Einstein GPT is a deployment of OpenAI’s ChatGPT, there are significant differences between the two. Here are some of the key features of Einstein GPT: 

Trusted data sources:

This tool is trained using trusted customer data that companies have been building as a single source of truth in Salesforce. This data provides an accurate and reliable foundation for Einstein GPT to learn from. In contrast, ChatGPT is trained on information from the internet and lacks real-time access to the latest events and developments. 


ChatGPT raises several security concerns when used in business cases. By contrast, Einstein GPT uses a company’s customer data to train and is subject to Salesforce’s security principles, which protect customer data and maintain secure data access. 

Human oversight:

Salesforce emphasizes the importance of human oversight in using Einstein GPT. The AI is designed to assist human users, not replace them. This approach enables companies to “deliver all of the customer magic they want,” according to Sarah Franklin, President and CMO of Salesforce. 

Integration with Salesforce applications:

Einstein GPT can be integrated into various Salesforce applications to assist users in their daily tasks. For example: 

In Sales Cloud, an account executive can request an overview of a new client’s business and have Einstein GPT write an introductory email to the client. The process takes only a few minutes and can be reviewed and revised as needed. 

In Service Cloud, Einstein GPT can generate quick responses to specific customer inquiries and even suggest the next-best actions for customer service agents to take. 

In Marketing Cloud, Einstein GPT can help marketing managers create website landing pages for upcoming events with relevant text and images

Adapting to New Technologies  

This news comes at a time when the buzz around generative AI is growing, and companies are rushing to integrate the technology into their operations.  

Since ChatGPT took off after its launch in November 2022, AI has been the most significant topic in technology for the last few months. In recent years, the world’s leading IT companies have increasingly turned to GPT (Generative Pre-trained Transformer) technologies to enhance their tasks, improve productivity, and enhance customer experiences.  

One way that IT companies are using GPT is by integrating it into their customer service systems.  

By using natural language processing, GPT models can understand customer queries and respond with helpful and accurate information. This has improved customer experience and reduced the workload on customer service representatives.  

Another way that GPT is being used is to automate tasks such as writing reports, generating code, and translating text.  

By leveraging the power of GPT, IT companies can save time and resources, reduce errors, and improve the speed of completing tasks.  

Moreover, GPT can also be used for data analysis and decision-making.  

By processing large amounts of data, GPT can identify patterns and provide insights that can inform business decisions. This has helped companies to improve their products and services, optimize operations, and increase revenue


Einstein GPT is an exciting new tool that has the potential to help businesses improve their customer service and efficiency.  

By using NLP, businesses can provide fast and personalized service to their customers, which can improve overall customer satisfaction and loyalty. 

If you want to keep up to date with the latest releases related to GPT technology and the news around Salesforce’s new launches, contact us! 

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