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Salesforce launches Einstein Copilot Studio for AI customization

Salesforce introduced Einstein Copilot Studio at Dreamforce in San Francisco today to customize Salesforce’s base Einstein GPT and Copilot offerings.

Clara Shih, Salesforce AI CEO, says Einstein Copilot Studio has prompt, skills, and model builders.

Shih told , “The first piece is the prompt builder, and this is for customers who want to customize the prompt templates that have been included in Einstein GPT.” That means customers can add custom prompts for their products or brand or include items unique to their business or market that Einstein GPT or Einstein Copilot don’t offer.

The skills builder lets companies add prompt actions. Skills Builder means Einstein Copilot is no longer just accessing and answering data questions. She added that companies can control and specify which workflows Copilot runs. According to Shih, competitor analysis and objection handling are examples.

The final piece lets you use your own model or Anthropic, Cohere, Databricks, Google Cloud’s Vertex AI, or OpenAI. “These are for enterprise companies with large data science teams. They want their own models, she said. Shih says this updates the bring-your-own-model idea from earlier this year.

CRM Essentials founder and principal analyst Brent Leary says Studio fills a need for companies that need more than base tooling. Leary said, “The power of Studio is it’s the place where all the components are accessible from across the Salesforce platforms, which simplifies prompt and skills creation for admins that address real-world use cases specific to organizational needs.”

Salesforce understands hallucinations when a model makes up an answer and other issues like bias and inappropriate responses that can affect large language models. Shih says they are building “the Einstein Trust Layer” to help companies manage security, governance, and data privacy.

Data Cloud, introduced last year at Dreamforce as Genie, can also help it provide accurate answers based on Salesforce’s databases.

Shih says customers can tune Studio prompts and skills based on the question, risk, and whether to fully automate or require a human response. “So if it’s a simple question and answer like ‘how much do we charge for a wire transfer?’ — first of all, I haven’t seen it hallucinate on that — but the stakes are lower than enabling Copilot to help transfer a large amount of money without talking to a person.” She suggested setting up a rule to involve a person before the transaction in that case.

Note that large language models are thought to have no known way to eliminate hallucinations.

Shih acknowledges that AI may eliminate some jobs but sees new ones created. “I think it’s a big moment, and certain jobs will be affected. And new jobs will be created, like the prompt engineer, she said. Studio may be included.

Einstein Copilot Studio will pilot this fall. The company says the Einstein Trust Layer will be available across the platform next month. Salesforce did not specify dates.

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