Recently, Salesforce announced the launch of the Einstein Copilot beta. This customizable generative AI chatbot is not only applicable to all Salesforce applications, but also capable of performing various operations on behalf of users.
Einstein Copilot seamlessly integrates with the Salesforce platform, accurately understands users' operational intentions, and has the ability to have real-time "conversations" with enterprise data. This means that users can ask questions in natural language and obtain reliable answers based on their company's cloud data.
Salesforce's Senior Vice President of AI, Jayesh Govindarajan, shared in an interview with SiliconANGLE, "Salesforce's core advantage lies in our deep understanding of enterprise operations and employee behavior, especially in customer relationship management and enterprise applications." He further explained that Copilot, as a new type of front-end tool, allows users to easily complete tasks through conversations.
Another highlight of Copilot is its predefined "actions" feature, which helps users perform various business tasks related to applications, greatly reducing their workload. Govindarajan explained that these plug-and-play actions have been optimized and can trigger tasks such as submitting sales events, completing work orders, or performing single operations.
Copilot is also adept at handling situations that require multiple or a series of actions. For example, the return process may involve retrieving user information, searching for products, obtaining return addresses, generating shipping labels, contacting shipping services, updating work orders, and sending emails. With its built-in inference engine, Copilot can automatically break down and execute these operations based on context and sequential logic.
Govindarajan emphasized, "One of Copilot's key features is its ability to handle high-level instructions, coordinating and optimizing the execution order of multiple actions." He added that in addition to providing predefined actions, Copilot can also parse requests or tasks and break them down based on context.
This "inference" engine enables the underlying AI model of Einstein Copilot to respond to questions from anyone within the organization and quickly propose a set of solutions by comparing them with company data and tasks. Through simple natural language, complex tasks that previously required switching between multiple application interfaces are now simple and intuitive.
Although Copilot already provides a rich set of predefined actions, Salesforce is not satisfied with this. Govindarajan stated that as customers expand their systems, Copilot's functionality will become more powerful. Salesforce is working closely with early partners to ensure the scalability of the system, allowing enterprise users to define new actions according to their needs and seamlessly interact with the AI model.
Security is one of the core considerations of the Einstein series of products. Govindarajan pointed out that to ensure privacy and security, Einstein Copilot has established a trust and access layer. This layer is based on the user's access level and known operations, ensuring that AI complies with strict privacy protection measures when performing tasks.
In addition, to prevent AI from generating illusions - that is, incorrectly stating information that is not in line with the facts, Salesforce strictly limits the information input into Copilot, only based on enterprise data and expected operations. Govindarajan stated that this limitation ensures that the AI model operates within strict context and operational scope, greatly improving accuracy.
