As Generative AI is on the rise, we had the chance to explore Einstein GPT, Sales, and Commerce GPT in detail. However, today, we’ll explore the impact of Sales and Service GPT in personalizing customer interaction.
Introduction
The customer landscape is changing faster than ever, and businesses are scrambling to keep up. However, Generative AI has begun to breathe new life into customer interactions, especially with the introduction of platforms like Salesforce Sales and Service GPT.
At Cymetrix, one of the leading Salesforce Partners in India and the USA, we have been in the industry for a long time now. From the introduction of AI tools like Salesforce Einstein to Generative AI tools such as Einstein GPT, we have seen and experienced it firsthand.
Therefore, today, our Salesforce Development team is here to explain more about Sales and Service GPT and how you can use it to personalize customer interaction.
What is Sales and Service GPT, and how does it work?
Did you know? As per Salesforce’s Stat Library, 61% of salespeople think generative AI will help them better serve customers. While 63% of service professionals say generative AI will help them serve customers faster.
That’s precisely where Sales and Service GPT fits into the picture. But what are these two tools, and how do they work?
Sales GPT
As the market becomes more customer-centric, delivering personalized experiences is essential to maximize sales. That is where Sales GPT can help you out.
It is a Generative AI tool built on the infrastructure provided by Salesforce Einstein GPT (Salesforce’s proprietary AI model) and brings the power of AI within Salesforce CRM.
It uses GPT(Generative Pre-trained Transformer) technology, trained on massive sales-specific datasets and tasks. That allows it to understand the context of your data and perform such functions:
- Sales Email: Gone are the days of brainstorming! Now, you can automatically generate an email within your CRM for every customer interaction with options such as Introduce me (referral) or Follow up on Prior engagement.
- Call Summaries: By automatically transcribing and summarizing calls, Sales GPT frees sales reps from manual note-taking. Moreover, it also takes follow-up action and improves seller productivity.
- Sales Assistant: This feature briefs every step of a sales cycle for a sales rep, from meeting preparation to drafting contract clauses, all while keeping CRM updated.
Service GPT
Service GPT, like Sales GPT, is also a generative AI tool powered by Salesforce’s Einstein GPT to automate and personalize customer service interaction. It helps service agents work smarter and faster and deliver better customer experiences.
Service GPT leverages first-party data from Salesforce’s Data Cloud to gather real-time information from various sources, including case details, customer history, etc. Then, with its NLP (Natural language processing) capabilities, it can analyze gathered data to understand the issue and the customer’s sentiment.
So, based on its understanding, Service GPT generates personalized and informative responses in real-time. These can be:
- Service replies: Sales GPT allows you to auto-generate hyper-personalized responses to customer inquiries based on real-time data from CRM and other sources.
- Work Summaries: It also creates concise work summaries of service cases and engagements, saving agents time and ensuring everyone stays on the same page.
- Knowledge articles: You can auto-generate and update knowledge articles based on real-time data from support interactions.
How Sales and Service GPT can help personalize customer interaction?
Knowing the ins and outs of Sales and Service GPT is just the beginning. The true power of these tools lies in their ability to personalize customer interactions. Let’s delve deeper into how Sales and Service GPT can help you achieve that.
Personalized Content Generation at Scale
As explained above, Sales and Service GPT are both Generative AI tools that can create personalized content using NLP technology and reliable customer data.
Sales GPT can help generate personalized emails and call scripts based on customer data like past interactions, purchase history, and current needs. That ensures relevant communications while saving up time for sales reps.
Service GPT, on the other hand, focuses on knowledge-based articles and FAQs based on user context, offering targeted solutions instead of generic responses.
Therefore, these tools ensure personalized interactions with customers throughout every interaction with the brand.
AI-powered recommendations
Have you heard of it? A shopper who engaged with a recommended product had a 70% higher conversion rate during that session.
But what role does Sales and Service GPT play here?
As you would know, Sales GPT is a generative AI tool. It analyzes browsing patterns and interactions to predict purchase or service requests. That allows it to suggest relevant products, leading to effective cross-selling and up-selling opportunities.
Whereas Service GPT can understand customer emotion and sentiment, it can analyze the conversation, query, complaint, or compliment to identify specific needs or preferences.
For instance, a customer purchased a shampoo for dandruff. However, they are now suffering from frizzy hair. Service GPT can recommend the best-suited conditioner and hair serum for the customer.
Automated Multi-channel Customer Support
Did you know Service GPT can power chatbots and virtual assistants? Which ensures 24×7 personalized customer support at multiple channels and frees up human agents for complex issues.
Moreover, it can automatically route cases to the most qualified agent based on customer data and issue type, ensuring faster resolution and improving agent efficiency.
It’s worth noting that Service GPT has a powerful feature that can analyze customer sentiment in communication channels. By proactively reaching out to address issues before they escalate, it can prevent churn and foster stronger relationships.
So, if you’re looking for a way to stay ahead of the curve and keep your customers happy, Service GPT is the way to go!
Prioritize qualified leads & outreach
As a business, you need to prioritize qualified leads that are more likely to convert. And guess what? With Sales GPT, you can analyze lead data and interaction to predict conversion probability.
On top of it, you can also gain data-driven insights into your pipeline and predict future sales performance with maximum accuracy.
As a result, you can use Sales GPT’s ability to personalize your outreach communication at multiple touchpoints based on leads data and interest. This targeted approach enhances interaction and conversion rates, leading to a more efficient sales funnel.
Conclusion
Personalization of customer experience is likely to become more accessible as technology continues to evolve with the rise of tools like Sales and Service GPT. So, if you want to take your customer interactions to the next level, these tools are absolute. With their help, you can achieve a personalized and unforgettable customer experience that will keep your customers coming back for more.
However, this may only sound good on a surface level. As you continue, technical challenges may arise, making the project more complex. Thus, the best choice in such a scenario is to consult a reliable Salesforce Consulting Partner.
For such projects, Cymetrix should be your obvious choice. With over a decade in the industry and a team of 100+ certified consultants, we are a leading Salesforce partner in India & USA. Therefore, don’t wait- contact us now!