Salesforce Introduces Generative AI Tools for Sales and Service

Salesforce has announced the availability of its new generative artificial intelligence (AI) tools for sales and service.

Service GPT, Sales GPT, and the Einstein GPT Trust Layer enable customers to tailor customer interactions faster and at scale, as well as benefit from the added security and compliance safeguards of the Trust Layer, the company said in a Wednesday (July 19) press release.

“Salesforce’s generative AI features, which take an open ecosystem approach and are powered by real-time, proprietary data, are empowering every organization to tap into the productivity and efficiency benefits of AI while ensuring enterprise-grade trust and data security remain at the center,” Salesforce AI CEO Clara Shih said in the release.

Using Service GPT, Salesforce customers can autogenerate personalized replies and automatically summarize customer interactions for future reference.

“Customer expectations continue to rise, and service organizations are feeling the heat,” Bill Patterson, executive vice president and general manager of C360 Applications at Salesforce, said in the release. “Service GPT’s capabilities are helping both traditional and field service teams leverage AI to work more efficiently, giving service professionals more time to focus on higher-order tasks and establish strong customer relationships through personalized interactions.”

With Sales GPT, users benefit from AI-generated, personalized customer emails based on contextual customer data stored in Salesforce.

“When it comes to sales, AI is the new UI [user interface],” Ketan Karkhanis, executive vice president and general manager of Sales Cloud at Salesforce, said in the release.

The third new tool, the Einstein GPT Trust Layer, provides security and compliance safeguards for Salesforce customers, so their data is secure and stays within Salesforce.

This announcement comes about a week after Salesforce said it will be increasing the average list price of its product globally by 9% in August after seven years of no increase in list prices.

“Salesforce’s last list price increase was seven years ago, and since then the company has delivered 22 new releases, thousands of new features — including recent generative AI innovations — and invested more than $20 billion in research and development,” the company said July 11.