Jenna Trott, Sarah Munson  |  JANUARY 20, 2024  |  5 Minute Read

A wave of adopting generative artificial intelligence (AI) is sweeping the finance sector, with leading financial services reporting that 99% of their employees were deploying the versatile tool. GPT, an abbreviation of Generative Pre-trained Transformer, accumulated traction by utilizing large language models and extensive data to create streamlined chatbots. The notable representative of this success is ChatGPT, the processing model from OpenAI that boasts over 100 million monthly users and has become a household name. But a new product from Salesforce, their in-app competitor, Einstein GPT, is quickly earning its own recognition.

Though both chatbots intend to transform your business, their fundamental goals and uses differ significantly. Navigating their possibilities is exciting, but if you need help getting started, this blog will cover how Einstein GPT and ChatGPT compare and contrast.

What is ChatGPT?

When OpenAI, the AI research laboratory backed by Microsoft, launched ChatGPT on November 30, 2022, developers marketed it as a revolutionary natural language processing model that harnessed its knowledge of text data to generate customized responses to user inputs. The process involved typing descriptive keywords into the message bar, such as asking it to craft a professional email response and then watching the chatbot generate content nearly identical to authentic writing and research. It is free to use, with the option of upgrading to the premium model (accessing even more advanced language models) for $20 a month. With its ease and affordability, critics worried chatbots would threaten their jobs, but more than a year later, ChatGPT has proven to be an employee’s toolbox rather than their opponent.

ChatGPT’s broad use has some skeptics wondering if it’s relying on a vague understanding without realistic industry knowledge. Though the tool intrigued Warren Buffet when it correctly rhymed English lyrics in Spanish, the Berkshire Hathaway chairperson doubted its professional benefits. In actuality, the chatbot harnesses a 570 GB database to ensure efficiently processed analytical, technical, and customer support content. Let’s take a look at how this adaptability is benefiting the finance sector.

What is Einstein GPT?

ChatGPT’s newest alternative for businesses and customers is Einstein GPT, a Salesforce product marketed as the “world’s first generative AI CRM technology.” Revealed in March 2023 at the annual TrailblazerDX, the tool packs a punch as it merges CRM data with AI privately developed by Salesforce and technology acquired from OpenAI’s partnership. This robust combo of ChatGPT’s 570 GB database and Salesforce’s customer relationship management eliminates tedious switching between tabs. In a singular prompt, a sales development representative can generate individualized content that follows a concise writing template.

Einstein GPT streamlines sales, service, marketing, commerce, app builders, and Slack, the business messaging platform. As it adapts to these many platforms, you may wonder if its versatility has a downside: reduced security. Fear not, Einstein GPT is an AI that uniquely earns its users’ trust. What do we mean by this? Drum roll, please!

The Einstein GPT Trust Layer

Trust is a glaring issue preventing some finance services from fully embracing ChatGPT, which experienced a breach only four months after its launch. A blog authored by OpenAI revealed that hackers exposed payment data of “1.2% of the ChatGPT Plus subscribers who were active during a specific nine-hour window.” The blog attempted to calm subscribers by listing six rectifying actions they’d taken; however, their association with breaches remained in the headlines. Just three months later, a cybersecurity report stated that malware on users’ computers was stealing info from over 100,000 ChatGPT accounts.

Salesforce has prioritized gaining trust with its Einstein GPT Trust Layer. The tool securely retrieves and masks identifying information from CRM apps. It then uses dynamic grounding to ensure the LLM’s answers are contextually appropriate and accurate. The result passes through a secure gateway that can’t retain data, and the final product, the generated prompt, is audited and monitored for any toxic content.

The trust layer’s thorough process does not interfere with excellent customer service. Once Salesforce has confirmed the generated prompt is appropriate for a customer, it returns to the user, who can make changes that fit their brand voice. Recently, Gucci, the pilot customer of Einstein GPT, leveraged the CRM database to unify their brand voice and product knowledge across 600 client advisors. The trust layer is mutually beneficial: global customers enjoy speaking to a human with the speed of an automated process, and sales development representatives implement large language models that protect their data.

Image retrieved from Salesforce.