Einstein GPT gives Salesforce unifying vision for high-profile acquisitions

Generative AI is a set of algorithms that use training data to generate new content (text, images, audio, or video). ChatGPT, perhaps the most well-known generative AI application to date, is a chatbot built on OpenAI’s GPT-3.5 and GPT-4 large language models (LLMs). Like other generative pre-trained transformer (GPT) applications, it can draw on its neural network model to ask and answer questions, summarize information, and even write code.

Enterprises have been adopting the technology of late, though cautiously, including early returns on GPT-based endeavors by Unilever and CarMax, among others.

Einstein GPT everywhere

In March, Salesforce launched Einstein GPT, a generative AI CRM technology that combines Salesforce proprietary AI models with generative AI technology from partners and real-time data from the Salesforce Data Cloud. Einstein GPT ingests and unifies a company’s customer data and can then connect it to OpenAI’s models or their own model, enabling their Salesforce CRM instantiation to perform actions such as generate personalized emails for salespeople to send to customers.

Earlier this month, Salesforce added Einstein GPT for Service to help service teams generate responses to customers, automate knowledge article creation, and auto-generate case wrap-up summaries. Salesforce also unveiled Slack GPT, which enables generative AI app integrations to power capabilities such as conversation summaries and writing assistance in Slack. It also ties in with Einstein GPT to turn Slack into the conversational interface for Customer 360. The company views generative AI to be a key priority for senior IT leaders and has set aside $250 million for AI startup investment.

At Tableau Conference last week, Salesforce introduced Tableau GPT, powered by Einstein GPT, and the complementary Tableau Pulse offering. Tableau GPT changes the way users interact with Tableau, enabling them to use natural-language prompts to generate visualizations. Tableau Pulse, powered by Tableau GPT, is intended to personalize the user experience of interacting with Tableau, using AI to anticipate the data the user needs and automatically generating actionable insights.

“There are many use cases for generative AI, including creating text, image, and video brand assets, personalizing marketing at scale, and conducting conversational interactions with customers across channels,” IDC’s Murray says. “But the use case that will change the way we interact with computers is prompt-based UIs.”