Exploring how Salesforce's Einstein (Generative AI) works with Prompt Builder.
Summary
TLDRThis video script showcases Salesforce's integration of generative AI, Einstein, to enhance CRM data utilization for personalized outreach emails. It demonstrates how to create and customize prompts for AI to generate contextually rich and personalized content. The script addresses concerns about trust and customization, emphasizing the use of CRM data to ground prompts and ensure privacy within the Salesforce ecosystem.
Takeaways
- 📝 Salesforce integrates generative AI, like Einstein, to assist sales reps in creating personalized outreach emails.
- 🤖 The AI's effectiveness relies on the use of 'prompts', which are instructions or questions given to the AI to generate content.
- 🛠️ Prompt Builder in Salesforce allows customization of these prompts to tailor the AI's output to specific business needs.
- 🔍 A generic prompt may result in an impressive but unusable output due to the lack of context about the user, company, products, and customers.
- 🔄 Grounding the model involves embedding contextual information into the prompt to improve the AI's output relevance and personalization.
- 💬 The example shows embedding the customer's name from the CRM into the prompt to make the AI's response more personalized.
- 📑 CRM data can be leveraged to enrich prompts, including product focus and customer-specific information, to achieve a more grounded and contextual result.
- 🔄 Flows can be embedded within prompts to make them dynamic and reactive to each customer's unique situation.
- 💰 Conditional context, such as a customer's tier level which might qualify them for a discount, can be integrated into prompts for tailored offers.
- 🔒 Salesforce ensures that all private data used for AI-generated content stays within the Salesforce trust boundary and is not used to enhance other results.
- 🔄 The process of creating a grounded prompt using CRM data and integrating AI-generated personalized results enriches the product experience for customers.
Q & A
What is the main purpose of using generative AI in Salesforce's contact records?
-The main purpose is to enable sales reps to draft personalized outreach emails using the data in CRMs, enhancing the customization and personalization of communication with customers.
What is Einstein in the context of Salesforce?
-Einstein is Salesforce's suite of AI-powered services that is built into the platform to assist with tasks such as email drafting, leveraging generative AI capabilities.
What is a 'prompt' in the context of generative AI?
-A 'prompt' is a question or instruction given to an AI system, guiding it to generate a specific type of content or response, such as an outreach email.
Why might a generic prompt result in an unusable output?
-A generic prompt may result in an unusable output because it lacks the necessary context about the user, their company, products, and customers, leading to a response that is too broad and not personalized.
How can the AI model be 'grounded' to improve the quality of the generated content?
-The AI model can be grounded by embedding context about the user's goals and specific details from the CRM into the prompt, which helps the AI generate more relevant and personalized content.
What is the role of the CRM in creating a grounded prompt?
-The CRM provides the necessary data about the user, their company, products, and customers, which is then embedded into the prompt to create a grounded context for the AI to generate personalized content.
Can the prompts be customized differently for different customers?
-Yes, prompts can be embedded with dynamic elements or flows that adjust based on customer-specific data, allowing for personalized and contextually relevant responses.
What is the significance of the 'gold tier customer' in the script?
-The 'gold tier customer' signifies a high-value customer segment that may qualify for special offers or discounts, such as a 10% discount mentioned in the script, which can be factored into the personalized prompts.
How does Salesforce ensure the privacy of data used in generating AI results?
-Salesforce ensures privacy by maintaining all data within the Salesforce trust boundary and not storing it outside of it. The data is also not used to enhance any results other than those of the user's own.
What is the final outcome of integrating generative AI with CRM data in Salesforce?
-The final outcome is the creation of rich, personalized results that are seamlessly integrated into the product experience, allowing for more effective and customized outreach to customers.
Outlines
📝 Leveraging CRM Data for AI-Powered Emails
The script introduces the integration of generative AI, such as Einstein, within Salesforce's CRM to enhance personalized outreach emails. It raises questions about the functionality, trustworthiness, and customization of AI-generated content. The demo showcases the process of creating a prompt within the Prompt Builder to customize AI responses. The importance of grounding the AI model with relevant CRM data is emphasized to achieve usable and personalized results. The script also addresses privacy concerns, ensuring that data used for AI prompts remains within Salesforce's secure environment and is not used for any other purposes.
Mindmap
Keywords
💡Contact Record
💡CRM (Customer Relationship Management)
💡Personalized Outreach Emails
💡Einstein
💡Generative AI
💡Prompt
💡Prompt Builder
💡Grounded Prompt
💡Open AI
💡Salesforce Trust Boundary
💡Dynamic and Reactive
Highlights
Sales reps use CRM data in Salesforce to create personalized Outreach emails.
Einstein, Salesforce's AI, is integrated to assist in drafting Outreach emails.
Questions arise about trust, customization, and language adaptation of AI-generated content.
The concept of 'prompts' is introduced as the mechanism for AI interaction.
A prompt is a question or instruction given to AI, in this case, Open AI.
Generic prompts result in generic, unusable responses due to lack of context.
To improve results, the model must be 'grounded' with specific context.
CRM data, such as customer names, can be embedded in prompts to add context.
Embedding CRM data leads to more personalized and usable AI-generated results.
CRM data beyond basic information can be used to further personalize prompts.
Dynamic prompts can adapt to different customers using conditional logic.
Conditional context, such as customer tier, can be factored into the prompts.
AI-generated emails are personalized and reflect the language of the business and customers.
AI integration with CRM data enriches the personalization of the product experience.
Data privacy is maintained as none of the CRM data is stored outside Salesforce's trust boundary.
Salesforce's partnership with AI providers ensures data is not used to enhance other results.
The demo showcases the successful integration of AI with CRM data for personalized outreach.
Transcripts
so what we're looking at here is a
contact record inside Salesforce and it
contains the kind of data that all of us
have in our crms today and every day
sales reps are using this data to create
personalized Outreach emails but notice
that Einstein is now built into this
experience which means those same sales
reps can now use generative AI to draft
those Outreach emails but I think a lot
of us see a demo like this and we have
some questions like how does this work
or can I trust it or how do I customize
this to speak the language of my
customers and my business and those are
the questions we're going to tackle in
this demo because what we need to
understand is behind every generative AI
result like this is a prompt and here
inside prompt Builder we can create and
customize those prompts so how does it
work well to explore how these
Technologies work let's recreate what we
just saw we're going to generate an
for sales and then give our prompt a
name and what you'll see is when I hit
create we'll land inside an environment
that helps us create a great prompt so
what is a prompt well a prompt is just a
question or instruction we give to Ai
and in this case it's a question or
instruction we're giving to open AI
which is the AI provider I've selected
for this prompt so where do we start
well there is absolutely nothing
stopping me from just typing something
really generic like write me an Outreach
email and sending that directly to open
AI but what you'll see is this gets me a
result that is both impressive and also
completely unusable and why is that well
it's generic because open AI is missing
a lot of context about me my company my
products and my customer so how do we
fix this we fix it by grounding the
model which is really just a fancy way
of saying that we need to embed some
context about what we're trying to
accomplish into the prompt for example I
could do something small like the
customer's name is and then embed the
customer's name from the CRM and what
you'll see is that we are now starting
to create a grounded prompt where I'm
not just saying write me an Outreach
email I'm also saying the customer's
name is and when we send this to openai
you'll see that we are starting starting
to getting more personalized result but
we have so much more data than just this
available to us in the CRM so what I'm
going to do is paste a new prompt where
I'm embedding context about me my
product focus and my customer we might
even imagine that we want these prompts
to be different depending on the
customer and to accomplish that I can
embed a flow inside my prompt which
enables it to be dynamic and reactive to
each customer and now we truly get a
grounded prompt rich with context about
me my customer and conditional context
in this case that the customer is a gold
tier customer which qualifies them for a
10 discount and now when we send this
prompt to open AI what you'll see is we
get the kind of Rich magical
personalized results that we saw in our
original demo this is how these
generative AI AI Technologies work we're
creating a grounded prompt using the
data you already have in your CRM we're
sending those grounded prompts to our AI
providers and then integrating those
Rich personalized results directly into
our product experience but hold on a
second what are we doing to protect all
the private data being used to create
these results well because of the
Partnerships that we have with our AI
providers none of this data is ever
stored outside the Salesforce trust
boundary and it's absolutely never used
to enhance any other results other than
your own which means we can call this
done because we have recreated the demo
we originally saw which means when we
return to that contact record We Now
understand that behind this click right
here is a prompt grounded with CRM data
which enables us to get generative AI
results that speak the language of our
customers and our business
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