CRM Integration: Salesforce - Einstein GPT

Key Takeaways

hello Community let's talk today about GPT 4 CRM customer relationship Management in my last video I showed you here one company with 21 000 AI Consultants that will focus here in a cooperation with meter on the Llama 2 model with the 70 billion free trainable parameter for business application but let's look at a complete different case I want to understand today how leading companies are using GPD system in a complete ecosystem integration that they have already build up let's say we take a company here that exists for 25 years and they are now investing heavily also and AI they have a lot of AI research paper they have a lot of AI patterns and now they come up with Einstein GPT so let's see how they use GPT in a pure business environment how they integrate GPT for their customer I'm not interested in a company I'm interested of the level of AI integration in cooperation so what we have they have here different apps for their customer beautiful let's say we are focusing only on I don't know sales and service and then they have the generative AI level so what they have to have email they have searched they have content they have offers outrage of course then you have their machine learning platforms yes okay the content stores data ingestion they have a lot of data from their customers and they have an llm Gateway now this is what I'm interested in the large language model provider ah so they have a multitude of llm their customers can choose from look Einstein GPT they have Foundation models they have company specific models CRM specific models you can have your own corporate model that you want to use or any other open source model so you see these companies do not focus on one specific llm but they say hey we we serve you whatever llm you want and this is interesting if you have such an omni foundational model platform and yes there's always a human in the loop because yes you want to save a lot of money so there's a human currently in the in the loop and how did they integrate this external models this bring your own machine learning model in this company here for example cooperates here with Einstein GPT and Einstein studio with sagemaker so to say hey and you have your AWS account you have your API Gateway you have your whatever model trained over there you have active endpoints yeah why not integrate this here into the data Cloud lake house so you see you can use here your specific corporate models for this why should you bring your own llm here are some ideas that this company tells you that is great but let's focus again on this Einstein GPT now they have a lot of sub GPT of expert gpts if you want and I was interested where they are currently and this is here from their official corporate publication so you have the Einstein GPT and then you have the service GPT we will have a look at this the sales GPD and the marketing GPT the Commerce GPT marketing will be available for example in February 2024 you have to flow GPT the slack Jeopardy the Tableau GPT if you work with Tableau in November 23 so you see under there I call it heading of Einstein GPD or whatever they might call it in the future they have some expert GPT system that will help here the people that are already in this ecosystem so I want to know how is the technical implementation where are they today what are the function a GPT system can use over there and this is an excellent this is one of the best resources that I found here if you want here a guide to business ready GPT powered application in the case of customer oriented sales oriented marketing oriented service orientated application they have a lot of videos here and this is the link I would highly recommend if you are interested in this topic to have after you watch this video a closer look it gives you a lot of additional information so let's focus here on the sales GPT what it does what what is the what is here the specific functionality of our GPT now it is about sending emails specific emails when you are a sales representative sell faster with EI sell Smarter with specific customer data that you have as a Company sell more efficiently on one platform cross-selling upselling whatever you know for marketing I think it's interesting and they give here this this demo this is the official corporate demo from their website you can go there you can have a look this is nothing specific or private and they say okay so you are now saying you're working here now you have here the sales console here and you are writing now an email to a customer and you have here on the right side Einstein GPT email composer so you as a sales representative of a company you don't have to write an email it's yourself you just click here on email and depending on the information that your CRM system has on this particular person what they already purchased in your from your company what they have on their wish list what they have already looked at on the internet they say hey I'm thrilled to announce we have a new jacket for you it's beautiful book a call with us and discuss this and either give you two options here with Einstein GPT either you can have it with the incorporation here after private personal data of your client so you have here the name and everything and you know exactly what they already um bought or you can have a more Anonymous version so great you see here they use here the GPT functionality based on the client's data and on the customer data and if they say hey today we have to push this specific jacket so they find their customers that have sold you know what it's all about service GPT service GPT I said what is service gbd and they say yeah this is if a customer comes back and needs some service from your company they say hey I bought something but I would like to return it I would like to change the size or whatever so you have personalized every interaction with a trusted CRM data in the background anything it's interesting so you have here conversation somebody who called you or writes you whatever isn't the form of interaction and you have here also Einstein's reply so if we look at you have for example a customer opens a chat and says here hey I just would like to inform myself here on this product that you're offering what is the temperature rating and you as a sales representative you do not have to go and find out the information in your internal database you just click here because you have an AI system that has that complete inventory the complete data of every product here has been fine-tuned on and Einstein GPT gives you hey this is specific for this temperature range and end so this is nice and you have a lot here of personal data interconnect so they say hey it looks like the temperature will fall here in a specific region where the customer is located I suppose but I recommend wearing that you also have this specific insulation layer which would give you a combined temperature of -10 degree Fahrenheit should I add it to your card so you see integrating a personal data where the customer is located what is the current temperature at the location of the customer what is the weather forecast what what what you can build up some beautiful service integration or if you have here a customer another service GPT that comes hey I need to update my last order and cancel one of the medium-sized t-shirts no problem you have exactly the idea of this customer you have exactly the information what this customer bought you have to name the email the phone number everything so ancient chips yes yes I can help you with that so one medium-sized T-shirt has been removed from your order and I have initiated a refund for the amount so beautiful GPT does here the complete interaction with the human customer so I just thought when I saw this okay so whenever I am the customer I am the human here and I call a corporation and say hey I just need to cancel it just need to modify something now I know that I will not be talking with a person but I will be talking maybe with Einstein GPT or some similar GPT system this is now here service GPT what else yeah again the same you can understand knows exactly where it is like hey it looks like London is experiencing a heat wave I recommend a cooling hat to protect your face so you're cross-selling and there's here look there's already this head and so you have here location sensitive information personal information you have yet a complete history of the buying behavior of this customer and and on so you have a lot of possibilities how to combine this data yeah and in the end the system will tell you case summary work summary so GPT writes here a summary of the complete transaction says Hey the customer asked to update the last order yes and I was able to recommend another product here and the customer left satisfied with our assistance Now isn't this beautiful and all of this was done by a GPD system marketing will come and here I suppose it is really similar you have your lifetime value information about your customer you have here the purchase probability engagement score with yeah so whatever is happening on marketing this will come here also on the platform and if you're in Commerce and you have a specific product information so this is funny look here you or whatever type saying hey I have a new jacket here in my in my Commerce department and it keeps you warm and this is not a marketing text that you want your customers to see so you go to Einstein GPT recommendations and Einstein knows about this product and says hey this is the name of the product this is the ultimate defense against fridge temperature boasting Invincible isolation heavy duty materials and unparalleled comfort so you get product description and product information so you don't have to search here for the specific data of your product you say hey Einstein Tubidy just right here the product definition for me nice really nice you see rather simple AI application but if you are a huge Global player wow this will save you personal costs so and unfortunately as I had the crazy idea say okay the sales gbt and service jpt and slack GPT and whatever GPT Year from this company is it expensive and you should not you should not look here at the price sheet this was a bad idea so I looked here for them Einstein GPT 4 service so you know where we are essential professional Enterprise unlimited Cloud add-on add-on add-on so beautiful or if you go here to marketing if you have no idea what this is I'm not familiar with this company it is not sponsored I have no not even seen this before but if I see one thousand dollars four thousand dollars twelve thousand forty thousand dollars per whatever per month per operation per whatever so I think interesting another overview where we are today today I record this video is August 2023 where we are where companies are currently using GPD system and if you are a customer if you are somebody interacting with those company in either Channel and you see here a social media marketing Edition coming up you know exactly how intense the bombardment here of AI generated emails or social media interactions will could theoretically become so it is always interesting to see where is one of the leading Industrial company right now in their implementation of artificial intelligence I learned something about this I hope I could show you some additional information that it was informative for you and it would be great to see you in my next video