San Francisco – Wednesday, July 19, 2023: Salesforce finally spilled the beans on general pricing and availability of Sales & Service GPT along with Einstein GPT Trust Layer.

Organizations worldwide have been waiting for this moment to personalize every interaction with their customers channeled with the capabilities of generative AI curated considering enterprise security standards.

Sneak Peak at GPT Powered Features

With Service GPT, users can experience the magic of auto-generated, tailor-made replies that resonate personally with each customer. No more cookie-cutter responses; this AI-powered gem crafts messages that feel like they were written by an actual human, understanding the nuances of each conversation and adapting accordingly.

And that’s not all! Service GPT also boasts an incredible feature that automatically summarizes customer interactions for quick recall and stellar customer experience.

But wait, there’s more! Sales GPT offers email communication that enables users to tap into the wealth of contextual customer data stored in Salesforce, transforming ordinary sales emails into personalized ones. With Sales GPT, each email will leave an imprint, influencing the customer’s preferences and needs.

Now, you might be wondering about data privacy and security concerns. Fear not! The Einstein GPT Trust Layer is the ultimate safeguard, ensuring that customer data remains safe and sound within the confines of Salesforce. No information is stored outside, and no prompts or responses are shared with third-party providers.

Let’s Catch Up with Some Stats

Salesforce recently surveyed generative AI in partnership with YouGov, involving 1,036 sales and 1,023 service employees across USA, UK, and Australia.

Here are some of the findings that show how Generative AI is transforming organizations across various scales and domains:

• Generative AI empowers organizations to customize customer interactions more efficiently and on a larger scale, and employees quickly recognize its advantages.
• 84% of salespeople believe Generative AI has contributed well with the boost in sales figures and expedited customer interactions coupled with efficiency.
• Service professionals utilizing generative AI also concur, with 90% reporting that it aids in faster and more efficient customer service.
• A noteworthy 68% of workers agreed that their ability to attend to customers with generative AI saved an average of five hours per week.
• Despite the positive outlook, 73% of employees are concerned about potential security risks associated with generative AI, emphasizing the importance of adopting trustworthy, productive AI technologies.

What Salesforce has to offer as a solution?

Salesforce AI solution

Salesforce has been working towards embedding the capabilities of Einstein GPT with all its products. Still, for uptight preservation, Einstein GPT Trust Layer is a leverage to the organization. It’s a shield that yields enterprise-ready data security and fulfillment of compliances.

With increased productivity and better customer engagement, organizations can give Einstein GPT Trust Layer the go-ahead that promises a non-breach of trust.

“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.”

— Clara Shih, CEO of Salesforce AI

Sales & Service GPT: Pricing

Sales GPT Pricing

$50 per user per month. Included in Sales Cloud Einstein with a limited number of Einstein GPT credits.

Sales GPT Features

Sales Emails – Sales representatives can effortlessly create personalized emails enriched with CRM context directly within Sales Cloud or using Gmail and Outlook. A simple click automates this previously time-consuming but crucial aspect of the sales process.

“When it comes to sales, AI is the new UI. That’s why Sales GPT’s trusted AI, real-time data, and automation capabilities are so important. With Sales GPT, reps can auto-generate personalized emails in a single click within the flow of their normal work, helping save time and close deals faster.”

— Ketan Karkhanis, EVP & General Manager, Sales Cloud, Salesforce

Service GPT Pricing

$50 per user per month. Comes in Service Cloud Einstein with a certain amount of Einstein GPT credits.

Service GPT Features

Service Replies – Customers can now swiftly produce personalized responses deeply rooted in up-to-date and relevant data sources. This feature enables service agents to resolve customer issues quickly and efficiently.

Work Summaries – Users can generate concise summaries of service cases and customer interactions by leveraging case data and customer history, streamlining their workflow and improving overall productivity.

“Customer expectations continue to rise, and service organizations are feeling the heat. 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.”

— Bill Patterson, EVP & GM, C360 Applications, Salesforce

Einstein GPT Trust Layer Features

1. Zero Data Retention

Einstein GPT Trust Layer ensures customer data remains within Salesforce, preventing third-party LLM providers from storing prompts and responses externally.

2. Encrypted Communications

TLS encryption safeguards prompts sent to and received from LLMs, ensuring communication remains secure.

3. Data Access Checks

Data Access Checks limit prompt grounding to data authorized by users, ensuring privacy and compliance.

4. Feedback Store

The Trust Layer collects feedback data, refining prompts based on agent input for continuous improvement.

5. Audit Trail

The audit trail feature securely logs all interactions and data, allowing enterprises to use generative AI while adhering to compliance standards.

Businesses can invest in Enterprise expansion packs for their Sales and Service teams to support their growing needs.

The GPT-powered capabilities are exclusively available to customers with Unlimited Edition, which has the Einstein SKU**, initially.

And It’s Not a Wrap Yet

For this blog, it’s a wrap, but we are projecting integral success through Salesforce and the extensive capabilities of Einstein GPT. The only objective of strolling through is to bring efficiencies across different departments and curate a lifecycle that every customer craves.

From sending personalized emails to smarter lead acquisition, conversion, and enhanced customer care, the stakes are going high with Salesforce’s generative AI capabilities.

And as an interested stakeholder in the constant emergence of this Salesforce product, our experts look forward to arming businesses with an AI-powered holistic approach to maintaining relationships with their customers.

The future of Sales and Service with Salesforce AI awaits an ushering in of a groundbreaking era promising businesses everything and customer success.

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