What is Salesforce Einstein Copilot? Your Conversational AI Assistant for CRM

What is Salesforce Einstein Copilot?

Salesforce Einstein Copilot is a conversational AI assistant designed to boost productivity, strengthen customer relationships, and increase business margins. It is built on the trusted and powerful Salesforce Einstein 1 Platform, seamlessly integrating with various Salesforce applications to deliver a consistent user experience. The Einstein Trust Layer further enhances this integration, ensuring data security and user privacy are maintained while leveraging advanced AI capabilities.

How Einstein Copilot, Data Cloud, and Einstein 1 Platform Work Together

• Einstein 1 Platform: This platform is the foundation, providing a unified environment for the user interface, various AI models, and data. It empowers businesses to securely connect any data to build low-code AI-powered applications and deliver innovative CRM experiences.
• Data Cloud: The power behind Einstein Copilot’s intelligence comes from the Data Cloud. It connects, federates, and harmonizes all data types from any system or product, bringing it back to the core Salesforce applications. This creates a comprehensive 360-degree view of customers, fueling CRM, AI, automation, and analytics across all business processes.
• Bring Your Own Lake (BYOL): Businesses can leverage BYOL to integrate any system with Data Cloud. This unlocks access to trapped data residing in data lakes like Snowflake, Databricks, Google BigQuery, and AWS Redshift, all within the Salesforce environment. Data Cloud eliminates the need for data movement across platforms with its zero-copy or zero ETL (extract-transform-load) approach. Additionally, it seamlessly connects to external predictive models for use in Salesforce workflows.
• Semantic Search and Vector Embeddings: Data Cloud tackles the challenge of unstructured data, representing around 80% of all data. Semantic search and vector embeddings unlock a new way to interact with this data. Einstein Copilot Search empowers sales, customer service, marketing, commerce, and IT teams with an AI assistant that can solve problems and generate content by accessing real-time structured and unstructured business data.

What Makes Einstein Copilot Different?

• Single Conversational Copilot: Unlike other AI assistants, Einstein Copilot offers a single, unified conversational experience. It grounds its responses in trusted and harmonized data from Data Cloud, providing the necessary context for high-quality outputs.
• Natively Integrated Across Salesforce: Einstein Copilot is embedded within all Salesforce CRM applications, allowing users to access insights and recommendations regardless of whether they’re working in Sales Cloud, Commerce Cloud, Marketing Cloud, Slack, Tableau, or Mulesoft.

Benefits of Einstein Copilot Across Different Departments

• Sales: Accelerate deal closures with features like summarizing records and generating personalized communications to enhance client engagement. Imagine crafting targeted email campaigns or proposals in a flash, allowing your sales team to focus on building strong relationships.
• Customer Service: Boost customer satisfaction and expedite case resolution. Surface relevant answers, offers, and data from disparate systems with ease, empowering your service team to deliver exceptional customer experiences.
• Marketing: Simplify campaign development, personalize landing pages based on customer browsing and buying preferences, and effortlessly generate contact forms that populate with unified customer profile data. Additionally, Einstein Copilot can automatically generate post-purchase customer surveys, fostering long-term engagement and driving repeat business.
• Ecommerce: Build high-converting storefronts with step-by-step assistance from Einstein Copilot. Customize and design storefront components through natural conversation, automate complex tasks like managing product catalogues, and develop product descriptions, personalized promotions, and SEO metadata in multiple languages – all designed to drive conversions and elevate your online presence.
• Financial Services: Save time and resources by triggering actions like fee reversal requests for disputed transactions, issuing provisional credits, and pulling up lists of recent customer transactions. Let Einstein Copilot handle the mundane tasks, freeing up your financial services team to focus on strategic initiatives.
• Developers: Boost productivity by using natural language prompts to generate Apex code, receive suggestions for more effective and accurate code, and proactively scan for vulnerabilities – all within the developer environment.
• Data Analysts: Data analysts working in Tableau can experience significant productivity gains. The conversational interface allows them to move from raw data to actionable insights with just a few prompts. Einstein Copilot facilitates faster data exploration, creation of relevant visualizations based on best practices, automation of repetitive tasks, and efficient data curation.

Salesforce Einstein Copilot Actions

Salesforce Einstein Copilot offers a variety of pre-built actions designed to streamline tasks across different departments:

• Marketing Actions: Streamline the campaign creation process by automatically generating marketing briefs, content, and email campaigns. Additionally, accelerate time-to-market with auto-generated responses that perfectly align with your brand voice. Imagine crafting high-quality marketing materials in a fraction of the time, allowing your marketing team to focus on strategic initiatives.
• Merchant Actions: Simplify the complexities of commerce with features like setting up storefronts, sending personalized promotions to the right customers at the right time, and taking data-driven steps to improve conversion rates. Let Salesforce Einstein Copilot handle the repetitive tasks, freeing up your merchants to focus on providing exceptional customer experiences.
• Sales Actions: Boost seller productivity with a comprehensive set of sales-oriented features. Generate closing plans, leverage forecasting guidance, query prior call transcripts captured in Einstein Conversation Insights to track customer sentiment, and send personalized follow-up emails – all within your workflow. With Einstein Copilot in Sales Cloud Everywhere, your sales team can access these powerful functionalities wherever they work, empowering them to close deals faster and nurture stronger customer relationships.
• Analytics Actions: Unleash the power of data across all departments. Leverage Tableau’s analytical engine through natural language to query and extract valuable insights from various data sources, including spreadsheets, cloud and on-premises data warehouses, and Salesforce Data Cloud. Imagine empowering everyone in your organization to ask questions about their data and receive clear, actionable answers, fostering a data-driven culture.
• Education Actions: Help educators and staff answer prospective student questions quickly and effectively with Einstein Copilot Recruitment & Admissions Actions. Generate precise responses grounded in past student interactions, knowledge articles, events, and other institutional knowledge, allowing educators to focus on personalized interactions with potential students. Check out groundbreaking AI tools for Education.
• Banking Actions: Automate time-consuming tasks in the financial sector with Einstein Copilot Banking Actions. Capture and summarize customer details, update customer information with ease, and personalize email communications – all through natural language prompts. Let Einstein Copilot handle the administrative tasks, freeing up your banking professionals to provide exceptional customer service.
• Health Actions: Qualified healthcare professionals can leverage natural language prompts with Einstein Copilot Health Actions to streamline workflows. Capture and summarize patient or partner details from various clinical and non-clinical sources, update patient and member information with ease, and automate outreach programs. Imagine improving patient care coordination and communication efficiency with the help of your AI assistant.

Copilot Analytics and Recommended Actions

• Copilot Analytics: Admins can gain valuable insights into Einstein Copilot usage through a pre-configured analytics dashboard. Dissect key metrics like actions used, average interactions per user, and success rates to measure ROI and optimize AI implementation within your business. Imagine having data-driven insights to continuously improve your AI assistant and ensure it delivers maximum value across your organization.
• Recommended Actions: Gone are the days of manually searching for the right action. Teams can leverage recommended actions displayed within their workflow to complete tasks with a single click. Einstein Copilot surfaces contextually relevant standard actions specific to the page a user is on. For instance, you might see “Summarize opportunity” on the opportunity page or “Draft an email” on the contact page. This streamlines workflows and empowers users to get more done in less time.

Einstein Copilot on Mobile and Advanced Customization Tools

Salesforce Einstein Copilot doesn’t stop at pre-built functionalities. It offers a variety of advanced tools designed to empower administrators and users to tailor the AI assistant to their specific needs:

• Einstein Copilot on the Salesforce Mobile App: The power of Einstein Copilot extends beyond the desktop. Leverage the Salesforce mobile app and its voice-to-text functionality to interact with your data and workflows simply by speaking. Imagine asking questions, generating reports, or updating records while on the go – all through natural language conversation on your mobile device.
• Prompt Builder: This low-code tool empowers users to create custom, reusable AI prompts directly within their workflow. This expands the use of generative AI beyond just conversational interfaces. Imagine tailoring prompts to address your specific business needs and departmental tasks, further unlocking the potential of Einstein Copilot.
• Copilot Builder: Think of Copilot Builder as a library of building blocks. It provides users with a collection of pre-built actions or capabilities that they can leverage to personalize their AI assistant. Imagine configuring your AI assistant to perform tasks specific to your industry or unique business processes, creating a truly customized solution.
• Model Builder: For organizations seeking even greater control and customization, Einstein Copilot offers Model Builder. This capability allows businesses to “bring their own large language model” (LLM) to power custom Einstein Copilot functionality. This includes LLMs from Anthropic, Hugging Face, Google, and OpenAI.

How to Get Salesforce Einstein Copilot

There are a couple of ways to access Salesforce Einstein Copilot:

• Einstein 1 Editions: These editions provide organizations across all industries with access to the best of Salesforce technology, including CRM, Einstein Copilot, Data Cloud, Slack, and Tableau, in a single bundled offering, facilitating business transformation and stronger customer experiences.
• Einstein Add-on Offerings: Customers with Enterprise and Unlimited Editions can obtain Einstein Copilot through separate Einstein add-on offerings.
• AI Implementation Bundle: For customers looking to scale Einstein Copilot, there’s the AI Implementation Bundle. This bundle includes discounted sandbox environments and reduced-cost licenses specifically designed to support the customization and deployment of conversational AI.

The Power of Your AI Assistant

Salesforce Einstein Copilot empowers every employee to achieve more with its conversational AI for CRM. Sales, service, commerce, and marketing teams can experience increased productivity, allowing them to focus on what matters most – building strong customer relationships. All this is achieved with the help of a trusted advisor readily available within the workflow.

End Note

Salesforce Einstein Copilot is a revolutionary conversational AI assistant designed to transform the way businesses operate. By leveraging the power of the Einstein 1 Platform and Data Cloud, it delivers a comprehensive and trusted AI experience across various departments.

With its pre-built actions, customization options, and mobile functionality, Einstein Copilot empowers users to streamline tasks, gain deeper data insights, and ultimately focus on delivering exceptional customer experiences.

Want to customize Einstein Copilot for your business needs? Hire a Salesforce customization consultant today!