tein Copilot is a chatbot that works with all Salesforce apps.

Einstein Copilot is Salesforce’s latest AI integration. It was unveiled today at Dreamforce in San Francisco. The system allows users to use natural language when asking questions, no matter what product they’re using. Users can now get information without knowing how to use the software.

Dig deeper: A guide for marketers to visual and textual AI content

Einstein Copilot can be asked by a salesperson about a new customer account, or a customer service representative about a return. A product manager may ask how to customize a storefront. Einstein Copilot can then provide the information to the user if it is trained.

Why we care. It seems that every software has generative AI, but it is much more than just a subject-line generator. Salesforce’s tools and data should be easier to use and provide analysis and information across the organization. It is hoped that its use in conjunction with more touchpoints can create better and more customer-centric experiences.

Einstein Copilot was built using Salesforce’s Einstein GPT. This is a large-language model (LLM), which is trained with the text and code datasets of the company. It can therefore understand complex questions, and give accurate answers. It can be used for more than just answering questions. Einstein Copilot can be used by a customer service agent to automate a refund workflow.

Additional features include:

• Copilot Studio allows for customizations, such as the ability to change the way the assistant reacts to customers and employees.
• The Skills Builder allows businesses to automate workflows by creating AI-driven tasks.
• The Prompt Builder lets users build, test and create new queries that are in line with the brand and communication style of their company.
• Model Builder allows companies to select and build their own AI models, from any provider. The LLM can be from Salesforce or another provider.

Einstein Copilot, currently in beta, will launch a pilot program this fall. Six months ago, Salesforce released Einstein GPT which allows users to ask questions in natural language about the software.

The first MarTech article to appear was Einstein Copilot: A chatbot for Salesforce’s apps.