7 Sales GPT and Service GPT Capabilities Unveiled by Salesforce

This has certainly been the year of ‘GPT’, kicked off by Einstein GPT being unveiled – and with the Salesforce AI Cloud roadmap including no less than 16 capabilities rolling out in the next few months, we’re now entering the ‘summer of AI’.  

AI Cloud, powered by Einstein GPT, delivers auto-generated AI content, right within the Salesforce platform, with use cases including Slack, sales, service, marketing, commerce, and app builders. This is the world’s most powerful, intelligent, generative CRM – making every employee more productive and every customer experience better. It’s no surprise, therefore, that more GPT-related announcements are happening at World Tour London, Salesforce’s European flagship event. What’s more, these use cases focus on two core Salesforce ‘clouds’: Sales and Service. 

In the race to embrace the power of GPT, while doing so responsibly, with the ‘human in the loop’ at every stage, here’s what’s coming up on the horizon.

Availability: All capabilities mentioned below are expected to be generally available (GA) in 2023, dates officially TBC. It does appear that some of these capabilities are featured in the ‘summer of AI’ roadmap, but are renamed and/or are extended in functionality. 

Sales GPT

Every sales rep wants to move fast to meet their quota – but this often means having to leave Salesforce to send customer communication or do prospecting research, and spending too much time finding information stored in various parts of the CRM. With these three features, that story could become the past.

• Sales Assistant: Summarizes every step of the sales cycle in a side panel – from account research and meeting preparation to drafting contract clauses, while automatically keeping the CRM up-to-date. 

• Sales Emails: Auto-generate personalized emails for every customer interaction, informed by your CRM data, with options such as “Introduce me (cold)” and “Follow Up on Prior Engagement”. 

• Call Summaries: Automatically transcribes and summarizes calls, plus setting follow-up actions to help improve seller productivity.

Service GPT

Service agents are kept on their toes, with faster case resolution (while maintaining customer satisfaction) as their main goal. Service GPT and Field Service GPT will enhance the work of both agents and technicians.  

• Service Replies: Auto-generate personalized responses real-time data sources, informed by your CRM data and other sources.  

• Work Summaries: Create wrap-up summaries of service cases and customer engagements based on case data and customer history.

• Knowledge Articles: Auto-generate and update articles based on the latest real-time data from support interactions.

• Mobile Work Briefings: Prepares field service teams for every appointment by summarizing critical information before they arrive, helping them work more efficiently.

Summary

This has certainly been the year of ‘GPT’, kicked off by Einstein GPT being unveiled – and with the Salesforce AI Cloud roadmap, we’re now entering the ‘summer of AI’. 

These upcoming capabilities emphasize the need to keep the ‘human in the loop’ at each step to ensure proper adoption and responsible usage. It will be interesting to see how GPT-enabled features will be adopted by users this year, and beyond.