• by Ray Schultz , June 29, 2023

Salesforce has unveiled new generative AI (GAI) capabilities for Sales Cloud and Service Cloud during World Tour London: AI Day.

The new tool, Sales GPT, will embed generative AI in the flow of work, auto-generating customer emails, call summaries and account research, the company says. 

Sales GPT is powered by Einstein GPT, including the Einstein GPT Trust Layer, to help firms meet their enterprise data security and compliance. 

Salesforce says it is bringing trusted generative AI to every application in the flow of work for Sales and Service, Marketing, Commerce, Slack, Tableau, Flow, and Apex.

“When it comes to sales, AI is the new UI,” says Ketan Karkhanis, executive vice president and general manager, Sales Cloud, Salesforce. “The confluence of generative AI, data, and CRM will help every sales leader unleash growth and elevate sales productivity,” 

The new features include:

• Sales Emails — Sales GPT will auto-generate personalized and data-informed emails for every customer interaction
  
• Call Summaries — Sales reps will be relieved of manual note-taking with automatically transcribed and summarized calls and follow-up actions 
• Sales Assistant — This will summarize every step of the sales cycle, while updating the CRM 
  
• Service GPT will auto-generate service replies, automatically summarize customer interactions
• Service Replies to auto-generate personalized responses
• Work Summaries — This tool will create wrap-up summaries of service cases and customer engagements based on case data and customer history.
• Knowledge Articles — These will be auto-generated and updated based on the latest data from support interactions
• Mobile Work Briefings will prepare field service teams for appointments by summarizing critical information they need 

These tools are expected to be generally available in 2023: 

Salesforce serves such clients as SmileDirectClub and AAA-The Auto Club Group. 

SmileDirectClub’s partnership with Salesforce and use of Einstein GPT has been “integral in our ability to drive efficiencies across the entire customer lifecycle, from lead acquisition to customer care,” says Nathan Dawson, senior director of global technology, SmileDirectClub 

Dawson adds: “Salesforce's generative AI capabilities have enabled us to provide more personalized customer interactions, streamline service workflows using AI-generated insights, and maintain a holistic, 360-degree view of every customer.”

“We're accelerating our digital transformation with Salesforce and AI Cloud as one of the partners that will help us implement AI across our entire business, including DevOps, support, sales and underwriting,” says Shohreh Abedi, executive vice president, chief operations technology officer, and member experience, AAA–The Auto Club Group.