Salesforce Inc. today said it’s adding generative artificial intelligence capabilities to its Sales Cloud and Service Cloud applications that focus on customer interaction.

Sales GPT uses technology for such purposes as automatically generating customer emails, call summaries and account research. Service GPT will automatically create service replies and customer interaction summaries into knowledge base articles.

Salesforce is hoping to accelerate generative AI adoption in a workforce eager to adopt the technology but uncertain about how to use it. A research report the company issued today found that more than 60% of sales and service professionals believe generative AI will help them better serve customers, but a nearly equal number say they don’t yet have the skills to use it effectively and safely.

The announcement comes just three weeks after Salesforce added generative pretrained transformer or GPT technology to its Commerce and Marketing cloud applications. The company has also committed to folding generative AI into its Slack, Tableau, Flow and Apex applications.

Sales GPT will auto-generate personalized emails for every customer interaction, automatically transcribe and summarize calls and specify follow-up actions. Sales Assistant will summarize each step of the sales cycle — from account research and meeting preparation to drafting contract clauses — while automatically keeping customer relationship management records up-to-date.

Service GPT and Field Service GPT will auto-generate personalized responses based on a company’s internal data, create wrap-up summaries of service cases and customer engagements based on case data and customer history and automatically generate knowledge base articles from customer support interactions. Mobile Work Briefings will summarize information field service representatives need before they arrive at a customer’s site to better prepare them for a service engagement.

The technology is based on Einstein GPT Trust Layer, which helps businesses observe regulations by preventing large language models from retaining sensitive customer data.

All the services will be available by the end of 2023.

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