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Two titan competitors Salesforce and Microsoft’s Dynamics 365 have announced that they’re partnering with OpenAI to integrate advanced AI technology into their CRM systems. Such steps promise to further enhance their capabilities and enable more efficient management and analysis of customer data.
If you are interested in how the world’s two most significant CRM providers adopt AI in CRM strategies, join this short overview of Einstein GPT by Salesforce vs Microsoft Dynamics 365 AI.
Microsoft and OpenAI initiated a partnership long before the latter started making the headlines. In fact, Microsoft and OpenAI have been partnering since 2019, collectively building Azure AI – an Azure-powered supercomputing platform aimed at developers and data scientists, giving them access to a suite of artificial intelligence (AI) and machine learning (ML) services, tools, and APIs.
These tools and services will allow (as they are not widely available yet) developers to create their own AI solutions in the cloud with the security promise of Microsoft Azure.
More than that, all OpenAI’s generative language models are trained on the Azure platform.
In early 2023, Microsoft announced that it was expanding its partnership with OpenAI and investing $10 Billion in further AI developments, according to Bloomberg. This is going to be the third phase in the Microsoft and Open AI partnership, with the previous ones having taken place in 2019 and 2021.
Following the above Microsoft AI announcement, we have seen significant innovations in two of Microsoft’s flagship products: Microsoft Bing AI Chat, available from the Edge browser.
Powered by the cutting-edge GPT-4 model, the new Microsoft AI Bing can:
On 6 March, Microsoft AI announced the launch of its newest platform, called Microsoft Dynamics 365 Copilot. This platform is jam-packed with cutting-edge AI technology and is designed to assist businesses in a variety of ways.
The ultimate goal of Microsoft Copilot CRM is to provide an exceptional customer experience by leveraging AI to offer support and guidance at every stage of the customer journey.
Salesforce has been actively investing in and integrating AI into its products and overall strategy for quite some time. As early as 2016, they began incorporating AI Einstein as part of their sales and marketing cloud offerings.
However, until recently, Salesforce has not been partnering with OpenAI specifically. Following the Open AI Microsoft announcement, Salesforce revealed its partnership with OpenAI on March 7th, introducing the new Einstein GPT.
Salesforce EinsteinGPT is a new iteration of the Salesforce AI Einstein technology, first released in 2016. In the new version, OpenAI-powered Einstein GPT utilizes public, private and external AI models with CRM data so that users can ask natural-language questions directly within Salesforce CRM.
What do public and private AI models mean?
The biggest enhancement of the latest EinsteinGPT is that it utilizes data from Salesforce clouds and the Salesforce Data Cloud (Genie), saving loads of time on data inputs, copying, and pasting.
At present, EinsteinGPT Salesforce is undergoing internal testing by Salesforce, as well as external testing by a few selected customers and partners. However, the company has not yet provided any information regarding the expected release date for this feature.
One facet of the EinsteinGPT Salesforce technology is the AI-empowered ChatGPT Slack, initially acquired by Salesforce in 2020 and upgraded in 2023 with AI capabilities.
Salesforce claims that the integration of EinsteinGPT into Slack can perform three main tasks:
Salesforce asserts that ChatGPT’s language model will not use any data that the app does not have permission to access. However, it is unclear whether companies will be able to opt out of data usage.
This latest Slack AI upgrade is an effort to remain competitive with Microsoft Teams OpenAI integration, which will benefit from the new AI-powered Bing. Slack currently has over 10 million daily active users, while Teams boasts over 270 million daily active users. (source 1, 2)
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Instead of wondering about the capabilities of ChatGPT, focus on finding the right generative AI solution for your company.
Ask your solution providers how they integrate LLMs and other generative AI resources to enhance customer experience, streamline operations, and increase efficiency.
Expect to hear about Salesforce and Microsoft, two major cloud computing companies that have developed their own branded versions of generative AI based on OpenAI’s library.
Microsoft Dynamics 365 is a software suite that comprises both ERP and CRM software, offering a variety of products to support customer insights, sales, and other functions.
Within Dynamics 365 Marketing and Dynamics 365 Customer Insights, marketers can benefit from AI “copilots” that allow them to use natural language queries to explore, analyze, and understand customer segment sizes and preferences.
Einstein GPT can do pretty much the same things as Microsoft’s Copilot. It’s designed to help employees with different tasks like creating personalized emails for salespeople to send to customers and providing customer service professionals with specific answers to help them reply to customer questions faster.
Instead of relying on Microsoft Dynamics, Salesforce plans to use OpenAI’s models to improve other products like Tableau, MuleSoft, and Slack. The idea is to learn from how people actually use these products so that the responses they get are better suited to their needs.
But still, it is worth looking at it in more detail the versatility of Einstein GPT and how the generative AI solution can be integrated into various Salesforce applications.
Microsoft and Salesforce are demonstrating the potential of Generative AI to enhance measurable business outcomes in the CRM, Contact Center, and Collaboration industries. However, they will not be the only ones offering easy-to-use toolsets to improve customer experience, employee productivity, and business efficiencies.
The implementation of services like summarization will occur rapidly, and the identification of areas where human intelligence is necessary to fine-tune prompts and improve output will also be swift.
Rather than pondering the integration of ChatGPT into their operations, companies ought to inquire of their solution providers about their ongoing efforts to integrate generative AI into their solutions.
While there is plenty of information on the web on the most recent developments within Microsoft and Salesforce ecosystems, hands-on experience or having a seasoned professional is invaluable in navigating the complexities of these platforms.
As a CRM expert with over 25 years of experience in the industry, Ascendix is uniquely positioned to provide the necessary guidance and support for companies choosing between Dynamics vs Salesforce solutions.
Our CRM consultants will:
If you have already been using Salesforce or Dynamics for some time, our experts will conduct an in-depth feature gap analysis or optimize an excessive number of flows.
Want to learn more about how we can help you with workflow automation? Reach out to us.
Leverage our stellar team of Salesforce Admins and Consultants.
You can integrate Salesforce vs Microsoft Dynamics using third-party apps or custom CRM integration services. There are over 35 apps and 900 integration consultants available on AppExchange.
If we compare initial Salesforce vs Microsoft Dynamics pricing, Salesforce is cheaper. Salesforce Sales Cloud license cost starts at $25 per user/month, while Microsoft Dynamics 365 license cost for sales professionals starts at $65 per user/month.
Both Salesforce vs Microsoft Dynamics 365 have their pros and cons. For example, Salesforce has a more expansive ecosystem for 3rd-party applications compared to MS Dynamics. While Dynamics 365 offers more favorable pricing models for long-term customers.
Alina is a forward-thinking writer specializing in Salesforce Consulting, Ascendix Products, and best commercial real estate practices. She shares her insights in engaging yet informative posts to help businesses get the most value out of the latest industry news and trends.