Salesforce taps into generative AI to launch SlackGPT

Salesforce has integrated OpenAI’s Generative Pre-trained Transformer (GPT) model with its enterprise messaging app Slack to offer conversational AI experiences and allow sales, services, IT, and marketing professionals to generate faster information summaries and communicate more effectively with customers and colleagues. 

For instance, with SlackGPT sales team can auto-generate account channel summaries and service teams can address customer queries faster. Similarly, IT/dev teams can use SlackGPT to auto-scan channel activities for incident management, while marketers can use it to auto-generate copy and images for blogs, email campaigns, and social media posts. 

As part of the integration, Slack users will also get a new AI-powered automation platform, which can be used to build no-code workflows using simple prompts, the company added.  

Salesforce also said that Slack users will soon be able to access insights generated by EinsteinGPT from real-time customer data. 

EinsteinGPT is a generative AI platform by Salesforce for CRM (Customer Relationship Management) and was launched in March. It provides AI-generated content and insights for sales, service, marketing, and commerce.

Lidiane Jones, chief executive of Slack, pointed out that generative AI can redefine how work is done and enhance business productivity.

“Slack GPT is the conversational AI platform of the future, helping organisations easily tap into their trusted customer data and essential employee knowledge so they can work smarter and make smarter decisions faster,” added Jones. 

According to Slack’s State of Work report involving 18,000 workers worldwide, published Thursday, workers that use AI are 90% more likely to report higher productivity. Similarly, those using some form of automation at work are saving an average of 3.6 hours every week. That said, only 27% of companies currently use AI tools to help increase efficiency, the report found.

Further, Salesforce announced a new partnership with Accenture to accelerate the adoption of generative AI for CRM. Salesforce said it will set up an acceleration hub with Accenture to assist organisations that want to scale the use of Einstein GPT.

As part of the collaboration, the two firms will also build industry-specific AI models for financial services, health, manufacturing, and the public sector.

“Generative AI has the potential to transform work and reinvent business, with large language models impacting up to 40% of all working hours across industries, changing the way companies interact with their customers,” said Emma McGuigan, Senior Managing Director and Enterprise & Industry Technology Lead at Accenture.