Salesforce has confirmed general availability of its conversational AI assistant for CRM, Einstein Copilot, along with new capabilities to enhance seller productivity and scale adoption of generative AI.

Salesforce is using its 25 years of experience to collapse the most common and valuable seller processes into conversational AI interactions grounded on an organisation’s business-specific data and metadata, delivered at scale through new analytics and testing tools.

A key component of this metadata, and unique to Einstein Copilot, are Copilot Actions — pre-programmed capabilities enable Einstein Copilot to not only answer questions using business data, but also string together workflows to get things done on behalf of users.

Salesforce is increasing its library of actions with new capabilities where sellers can benefit from conversational AI directly in Sales Cloud. Instead of navigating to a bespoke AI tool, sales representatives can open Einstein Copilot and ask for a personalised close plan, insights on why an opportunity may not close in the month or check if pricing was discussed on a recent call.

Einstein Copilot includes a reasoning engine that can interpret user requests and automate tasks from a library of actions, ensuring every new action expands the breadth of use cases it can support without the need to train a large language model (LLM).

To accelerate time to close, sales representatives and managers can have Einstein Copilot create a personalised close plan for an opportunity with step-by-step tactics based on historical opportunity and account data as well as recommended dates of action.

With forecast guidance, sales managers can understand and de-risk forecasts through Einstein Copilot. They can ask questions such as “what deals are at risk?” and receive a summarised list of deals that could explain why a team member might not hit their quota.

Using retrieval augmented generation (RAG), which enables companies to use their structured and unstructured proprietary data, sales representatives can query prior call transcripts captured in Einstein Conversation Insights, asking questions such as “what was the customer sentiment on this call?” and receiving a semantically relevant answer.

To facilitate deal progression, sales representatives can have Einstein Copilot craft customised follow-up emails based on prior calls.

Thanks to Sales Cloud Everywhere, customers can take Einstein Copilot anywhere they work to research prospects, get up-to-speed on deals, and draft outreach from any webpage.

In addition to these new capabilities for sellers, Einstein Copilot is introducing platform enhancements including Copilot Analytics allowing administrators to visualise usage of Einstein Copilot through a pre-configured analytics dashboard with key metrics such as actions used, average interactions per user, and success rates, Recommended Actions specific to the page such as ‘summarise opportunity’ on the opportunity page or ‘draft an email’ on the contact page, and Einstein Copilot on the Salesforce app with voice-to-text functionality.