{"id":67425,"date":"2023-05-03T06:00:00","date_gmt":"2023-05-03T05:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=67425"},"modified":"2024-04-17T18:40:02","modified_gmt":"2024-04-17T17:40:02","slug":"einstein-gpt-service-cloud-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/einstein-gpt-service-cloud-news\/","title":{"rendered":"Salesforce Announces Einstein GPT for Service and New Service Automation Capabilities Powered by Data Cloud"},"content":{"rendered":"\n<p><em>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go\u00a0<\/em><a href=\"https:\/\/www.salesforce.com\/news\/topics\/artificial-intelligence\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<p>Today, Salesforce unveiled new <a href=\"https:\/\/www.salesforce.com\/products\/einstein\/overview\/?d=7010M000001yE38&amp;internal=true\/\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein GPT<\/a> and <a href=\"https:\/\/www.salesforce.com\/products\/genie\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a> capabilities to help service organizations streamline common requests and power every interaction with generative AI.<\/p>\n\n\n\n<p><strong>Why it\u2019s relevant<\/strong>: Consumers expect real-time, personalized experiences, with <a href=\"https:\/\/www.salesforce.com\/news\/stories\/customer-spending\/\" target=\"_blank\" rel=\"noreferrer noopener\">65%<\/a> planning to stay loyal to companies that meet these expectations. To retain customers, companies must transform, using generative AI and automation to maximize service agent productivity and make interactions frictionless for customers and agents.<\/p>\n\n\n\n<p><strong>Innovation in action<\/strong>: New real-time AI, data, and automation capabilities from Salesforce <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> help service organizations personalize interactions and deliver exceptional customer experiences at scale.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Einstein GPT for Service<\/strong> uses generative AI to personalize every customer experience, empower agent efficiency, and unlock knowledge. It lets service teams generate responses, automate knowledge article creation, and auto-generate case wrap-up summaries with trusted, relevant data sources powered by Data Cloud. The result is trusted, AI-generated service content, providing personalized and relevant customer communications and experiences across the <a href=\"https:\/\/www.salesforce.com\/products\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Customer 360<\/a>.<\/li>\n\n\n\n<li><strong>Service Catalog <\/strong>allows service organizations to streamline requests with a <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/features\/customer-service-automation\/?d=cta-body-promo-172\/\" target=\"_blank\" rel=\"noreferrer noopener\">curated library of flows<\/a> that automate the fulfillment process to deflect common service cases like parts replacements or product returns. Now, organizations can create a workflow and implement it across any touchpoint with an intuitive low-code builder \u2014 faster and more easily than with custom code. With the unified customer profile built in Data Cloud, service organizations can automate complex workflows and trigger more personalized actions based on real-time changes.<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tScale service faster with AI + Data + CRM.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Salesforce perspective<\/strong>: \u201cTo meet today\u2019s customer demands, organizations must \u2018<a href=\"https:\/\/www.salesforce.com\/blog\/service-cloud-scale\/#:~:text=Shift%20to%20Scale%20is%20all,impactful%20to%20drive%20success%20now.\" target=\"_blank\" rel=\"noreferrer noopener\">Shift to Scale<\/a>,\u2019 which means shifting from high-touch to low-touch interactions. By powering Service Cloud with Einstein GPT, Data Cloud, and automation, we\u2019re aiming to deliver the world\u2019s most trusted generative service AI platform and ecosystem so our customers can accelerate their digital transformation success, reducing costs while improving customer experiences.\u201d &#8211; Clara Shih, CEO of Service Cloud, Salesforce<\/p>\n\n\n\n<p><strong>Fast facts<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/news\/stories\/generative-ai-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">84%<\/a> of IT leaders say generative AI will help their organization better serve customers.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">58%<\/a> of service organizations use process or workflow automation to increase agent productivity.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>By powering Service Cloud with Einstein GPT, Data Cloud, and automation, we\u2019re aiming to deliver the world\u2019s most trusted generative service AI platform and ecosystem so our customers can accelerate their digital transformation success, reducing costs while improving customer experiences.<\/p>\n<cite>Clara Shih, CEO of Service Cloud, Salesforce<\/cite><\/blockquote>\n\n\n\n<p><strong>Availability:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Einstein GPT is currently in closed pilot.<\/li>\n\n\n\n<li>Service Catalog is expected to be generally available in summer of 2023.<\/li>\n<\/ul>\n\n\n\n<p><strong>More information:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about Service Cloud\u2019s new data and AI capabilities <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Watch the latest Service Cloud <a href=\"https:\/\/www.salesforce.com\/form\/demo\/crm-service-demos\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">demo<\/a>&nbsp;<\/li>\n\n\n\n<li>Understand how Generative AI in Reshaping Service in this <a href=\"https:\/\/www.salesforce.com\/blog\/three-ways-service-impact-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">blog<\/a><\/li>\n\n\n\n<li>Check out the Einstein GPT Keynote from TrailblazerDX23 <a href=\"https:\/\/www.salesforce.com\/plus\/experience\/TrailblazerDX_2023\/series\/trailblazerdx_highlights_from_trailblazerdx_2023\/episode\/episode-s1e15\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go\u00a0here. Today, Salesforce unveiled new Einstein GPT and Data Cloud capabilities to help service organizations streamline common requests and power every interaction with generative AI. Why it\u2019s relevant: Consumers expect real-time, personalized experiences, with 65% [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":67462,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[4142],"sf_theme":[3985],"sf_topic":[3978,4074,3986],"sf_product":[4000,4290,4345],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[4355],"sf_visibility":[],"coauthors":[],"class_list":["post-67425","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-digital-transformation","sf_product-service-cloud","sf_product-data-cloud","sf_product-einstein","sf_location-global","sf_collection-world-tour-nyc-2023"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Announces Einstein GPT for Service and New Service Automation Capabilities Powered by Data Cloud - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/einstein-gpt-service-cloud-news\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Announces Einstein GPT for Service and New Service Automation Capabilities Powered by Data Cloud\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. 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