After teasing Einstein GPT, Salesforce put a stake in the ground for what it means to take generative AI and bring it to CRM.
One such CRM is its Service Cloud platform, which contains several contact center tools.
Einstein AI already powers many of these, including self-service, routing, and agent-assist tools. Yet, Einstein GPT will leverage that platform to push innovation further, first enhancing agent-assist.
To understand how, consider the current agent-assist tools within Service Cloud work. They listen to customer conversations, predict which knowledge article or piece of CRM data may prove helpful, and surface it for agents. The rep may then uses that knowledge to inform their response.
With Einstein GPT, the Service Cloud will auto-generate the entire response for agents, which they can review, approve, and publish.
Yet, that is not the only use case. Einstein GPT also filters through successful customer conversation transcripts and auto-generates knowledge articles for evaluation.
In addition, it auto-generates outbound emails for teams, which they can review, tweak, and send.
Expect more Service Cloud innovations, which harness the power of OpenAI’s large language models (LLM) and keep a human-in-the-loop.
"By keeping the human-in-the-loop, contact centers can send customers a trusted response and train the model to get better and better," said Ryan Nichols, SVP and GM of Contact Center at Salesforce, in conversation with CX Today.
Such trust is seemingly a critical part of Salesforce’s Einstein GPT mission, and Nichols underlines it as one of three mission-critical principles of LLM-based contact center innovation.
Three Principles for LLM-Based Contact Center Innovation
Most contact centers will not be thinking of how to build GPT applications into their workflows. Instead, many are engaging with providers to uncover how they plan to innovate with generative AI.
