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Generative AI is taking over CRM – starting with Salesforce and Microsoft

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Summary

This article explores how two tech giants, Salesforce and Microsoft, have incorporated generative AI into their CRM technologies. Salesforce's offering, called Einstein GPT, will draw on OpenAI's technology and combine it with Salesforce's proprietary AI models and data from the Salesforce Data Cloud. Microsoft's offering, called Dynamics 365 Copilot, is based on OpenAI's GPT-3 and will work alongside existing CRM and ERP software to answer questions, create content, and summarize conversations and notes. Both of these new technologies are set to revolutionize customer-business engagement.

Q&As

What is generative AI and how is it taking over CRM?
Generative AI is a transformative new technology that is being incorporated into customer relationship management (CRM) to create a future of intuitive customer-business engagement that has never been possible before.

What organisations have recently announced they are enabling generative AI technology in their CRM technologies?
Salesforce and Microsoft have recently announced they are enabling generative AI technology in their CRM technologies.

What will Salesforce's Einstein GPT do?
Salesforce's Einstein GPT will draw on OpenAI's technology and infuse Salesforce's proprietary AI models with generative AI technology from an ecosystem of partners and real-time data from the Salesforce Data Cloud.

What is Microsoft's Dynamics 365 Copilot?
Microsoft's Dynamics 365 Copilot is an extension to its existing CRM and ERP software, working alongside those applications to answer questions, create content, and summarize conversations and notes.

What are the benefits of incorporating generative AI into CRM?
The benefits of incorporating generative AI into CRM include improved customer experience, employee experience, and operational efficiency, as well as the ability to generate content that continuously adapts to changing customer information and needs in real-time.

AI Comments

👍 This article does a great job of explaining the exciting potential of generative AI in CRM and how tech giants like Salesforce and Microsoft are including it in their products and services.

👎 The article fails to provide any details about how generative AI might have a negative impact on customer relationship management.

AI Discussion

Me: It's about how generative AI is taking over CRM - starting with Salesforce and Microsoft. It goes into detail about how both companies are enabling generative AI tech in their CRM technologies and how this signals a more notable trend of embedding generative AI into traditional CRM.

Friend: Wow, that's really interesting. What are the implications of this trend?

Me: Well, this could mean more intuitive customer-business engagement that has never been possible before. Generative AI can help salespeople, customer service agents, and marketers do their jobs more efficiently, and it can provide customers with the information they need to get work done faster. Additionally, Microsoft's AI-based extension to their Dynamics 365 CRM and ERP platform is a great example of using generative AI to improve customer experience, employee experience, and operational efficiency.

Action items

Research generative AI and its applications in CRM.
Explore the capabilities of Salesforce's Einstein GPT and Microsoft's Dynamics 365 Copilot.
Experiment with natural language processing and AI-powered tools to create personalized customer experiences.

Technical terms

Generative AI: Generative AI is a type of artificial intelligence that is used to generate new data from existing data. It is used to create new content, such as text, images, and videos, from existing data.
CRM: Customer Relationship Management (CRM) is a technology used to manage customer relationships and interactions. It is used to store customer data, track customer interactions, and analyze customer behavior.
ChatGPT: ChatGPT is a type of generative AI technology developed by OpenAI. It is used to generate natural language responses to user queries.
Einstein GPT: Einstein GPT is a type of generative AI technology developed by Salesforce. It combines Salesforce's proprietary AI models with generative AI technology from an ecosystem of partners and real-time data from the Salesforce Data Cloud.
OpenAI: OpenAI is a research laboratory focused on artificial intelligence. It is backed by Microsoft and is responsible for developing ChatGPT, a type of generative AI technology.
Microsoft Dynamics 365: Microsoft Dynamics 365 is a customer relationship management (CRM) and enterprise resource planning (ERP) platform developed by Microsoft. It includes AI-based extensions, such as Dynamics 365 Copilot, which is based on OpenAI's GPT-3.