Salesforce Introduces Next-Gen AI Chatbot


Salesforce has launched the latest iteration of its artificial intelligence (AI)-powered chatbot. 

The customer relationship management (CRM) platform announced on Tuesday (Sept. 12) a comprehensive update to their AI chatbot capabilities. The update brings next-level generative AI to the platform with the introduction of Einstein Copilot, a conversational AI assistant tailored to the needs of each Salesforce customer. Einstein Copilot has been designed to deliver a more convenient, personalized customer experience, while significantly streamlining the customer journey.

The development of Einstein Copilot was spearheaded by Clara Shih, CEO of AI at Salesforce.

“Copilot is a conversational AI assistant for both companies and employees to securely and safely access generative AI to do their jobs better, faster and more easily,” Shih said during a press call on Monday, according to an Engadget report. “It’s going to be available to every Salesforce user across every cloud.”

The new Copilot also comes with Einstein Copilot Studio, which allows companies to customize the AI chatbot’s prompts, skills and AI models to fit their specific needs. In addition, Copilot is compatible with real-time chat platforms like Slack and WhatsApp. 

“We think that there is an incredible opportunity in AI,” said Patrick Stokes, EVP and GM of Platform at Salesforce. “We think that it is creating jobs, we think that it is driving productivity across organizations…we also think that as customers and businesses are driving toward these AI strategies, they may not have the platform that they really want or that they really need.”

To address that issue and ensure that customers can access a secure AI platform, Salesforce has introduced their new Einstein Trust Layer. The Trust Layer both secures data retrieval from the cloud and masks any sensitive or proprietary information before it is passed on to the language model, with a subsequent round of toxicity checks.

On top of Einstein Copilot and the Einstein Trust Layer, Salesforce has also introduced the Einstein 1 Platform. With the Einstein 1 Platform, customers can now connect any data to create a unified profile of their customer, and infuse AI, automation and analytics into every customer experience.

Furthermore, Salesforce Data Cloud has been integrated natively with the Einstein 1 Platform, allowing customers to unlock siloed data in new ways and deliver entirely new customer relationship management experiences.

Einstein Copilot is currently in beta with customers and is expected to become generally available in the coming months. Salesforce has also announced that the Einstein Trust Layer will be available across the platform next month.

The AI chatbot isn’t the only project that Salesforce is currently involved in.

Earlier this month, PYMNTS reported that Salesforce was teaming up with IBM to drive clients’ AI adoption for customer relationship management.

The collaboration aims to help customers of the two companies accelerate AI adoption while protecting their data.

According to the report, IBM plans to use its expertise to counsel customers as they adopt and deploy Salesforce’s AI technology.