Generative AI is

taking over CRM –

starting with
Salesforce and
Microsoft
Salesforce and Microsoft announced they had enabled generative
AI tech into their CRM technologies.

As with any transformative new tech, generative AI has seen

growing hype and adoption, especially among organizations. Unlike
the Metaverse (that faltered too soon), the AI boom is paying off,
especially considering how tech giants are incorporating it into their
products and services. This week, generative AI took a leap that
could see it become a technology that transforms customer
relationship management (CRM).

On Monday and Tuesday, two tech giants, Salesforce and Microsoft,

announced that they were enabling generative AI tech in their CRM
technologies. The move makes Salesforce the latest tech
powerhouse to join the ChatGPT craze. For Microsoft, it’s just been
another week of embedding the highly popular generative AI tech
into one of its products and services.

The move by both companies, however, signals a more notable

trend. From now on, we can anticipate more industry moves to
embed generative AI into traditional CRM, to create a future of
intuitive customer-business engagement that has never been
possible before. Salesforce earlier this week said that it would
release software incorporating AI to help salespeople, customer
service agents, and marketers do their jobs. The cloud-based
software giant is calling the offering Einstein GPT.

Salesforce’s chatbot AI will be drawing on OpenAI’s technology,

that has taken the tech industry by storm since the Microsoft-
backed startup opened ChatGPT to the public in November. “The
world is experiencing one of the most profound technological shifts
with the rise of real-time technologies and generative AI. This
comes at a pivotal moment as every company is focused on
connecting with their customers in more intelligent, automated, and
personalized ways,” said Marc Benioff, CEO of Salesforce.

How Salesforce is bringing generative AI

into its CRM
Currently in beta, the ChatGPT app for Slack provides a
conversational interface powered by OpenAI’s large language
models to get instant conversation summaries to stay informed,
research tools to learn about any topic, and provide writing
assistance to draft messages quickly.

As for Einstein GPT, it will infuse Salesforce’s proprietary AI models

with generative AI technology from an ecosystem of partners and
real-time data from the Salesforce Data Cloud, which ingests,
harmonizes, and unifies all of a company’s customer data.

“With Einstein GPT, customers can then connect that data to

OpenAI’s advanced AI models out of the box or choose their
external model and use natural-language prompts directly within
their Salesforce CRM to generate content that continuously adapts
to changing customer information and needs in real-time,”
Salesforce’s statement reads.

Simply put, the new Einstein GPT combines knowledge found in

Slack with the intelligence of ChatGPT, empowering customers with
the information they need to move work forward faster.

As for the ChatGPT app for Slack, customers can get up to speed
faster on channels or threads, instantly find answers on any project
or topic, and even draft messages in seconds to communicate with
customers and teams.

Einstein GPT is the next generation of Einstein, Salesforce’s AI

technology that delivers more than 200 billion AI-powered daily
predictions across Customer 360. “By combining proprietary
Einstein AI models with ChatGPT or other leading large language
models, customers can use natural-language prompts on CRM data
to trigger powerful, time-saving automation and create personalized
AI-generated content,” Salesforce noted.

Microsoft brings AI features to its competing

Dynamics 365 software
Microsoft earlier this week unveiled a new AI-based extension to
the company’s Dynamics 365 CRM and ERP platform. Based
on OpenAI’s GPT-3, Microsoft’s new Dynamics 365 Copilot is an
extension to its existing CRM and ERP software, working alongside
those applications to answer questions, create content, and
summarize conversations and notes.

The announcement furthers Microsoft’s ongoing generative AI push

in its business-centric apps. “Generative AI is transforming the next
era of business applications. Microsoft highlighted how users would
increasingly expect their CRM and ERP applications to include AI-
powered expertise.

“Dynamics 365 Copilot brings the latest AI breakthroughs to every

line of business, improving customer experience, employee
experience, and operational efficiency. Today’s announcement
builds on recent AI momentum across Microsoft 365, Dynamics 365,
and the Power Platform,” Microsoft’s CVP for business applications
and platform Charles Lamanna said.

The bot extensions include AI capabilities in Microsoft Teams,

Viva Sales, and Power Apps, enabling citizen developers to write
code using natural language.
How ChatGPT can Potentially
Benefit Microsoft Dynamics 365
Finance and Supply Chain
Management Users in the Future
ChatGPT is widely considered to be a revolutionary technological
invention, particularly for the realm of business. This is due to its unique
combination of artificial intelligence (AI), natural language processing
(NLP), and advanced data analysis capabilities. AI enables ChatGPT to
learn from vast amounts of data and provide very relevant responses, while
NLP allows it to understand and respond to human language in a natural
and intuitive manner. This combination of AI and NLP makes ChatGPT an
extremely valuable tool for businesses, as it allows them to interact with
their customers and stakeholders effectively.

ChatGPT is greatly beneficial for businesses because of its ability to

automate a wide range of tasks, provide data-driven insights and
recommendations, and provide highly personalized responses. As
technology continues to advance, it is likely that ChatGPT will become
even more integral to the success of businesses, providing them with the
insights and support they need to thrive in an increasingly competitive
landscape.

It will be interesting to see how ChatGPT affects business processes and

procedures in the future and specifically D365 end users. Here at Logan
Consulting we suspect it will be able to help automate financial processes,
streamline data entry, and provide financial insights.

Although we have yet to see this in practice, theoretically ChatGPT can

potentially help with financial process automation, streamlining data entry,
financial insights, supply chain management tasks, and decision making.
More research has to be done to confirm exactly how ChatGPT can be
integrated with Microsoft Dynamics 365. Here are some ideas that we
think ChatGPT can help Dynamics 365 users:

Automate Financial Processes

ChatGPT should be able to assist with automating financial processes,
such as accounts payable and accounts receivable, reducing manual work
and increasing efficiency.

1. Data entry: automate the data entry process for accounts payable
and accounts receivable, reducing manual effort and increasing
accuracy.

2. Invoice processing: assist with automating the invoice processing

process, including the matching of invoices with purchase orders
and the approval process.

3. Payment processing: assist with automating the payment processing

process, including the generation of payment reports and the
initiation of electronic payments.

4. Reporting: automate the generation of financial reports, reducing

the time and effort required to produce these reports.

5. Integration: integrate with other systems used in the financial

process, such as accounting software and banking systems, to
streamline the overall process.

Streamline Data Entry

ChatGPT should be able to assist with data entry, reducing the risk of
errors and improving the accuracy of financial records.
 1. Automated input: automate data entry by extracting data from
source documents and populating relevant fields in the target
system, reducing the need for manual data entry.

2. Error detection: perform error checks as part of the data entry

process, reducing the risk of errors and improving the accuracy of
data.

3. Data validation: validate data before it is entered into a system,

ensuring that only accurate and complete data is stored.

4. Data standardization: standardize data as part of the data entry

process, ensuring that data is consistent and easier to work with.

5. Integration: integrate with other systems used in data entry, such as

scanning software and OCR tools, to streamline the overall process.

Provide Financial Insights

ChatGPT should be able to analyze financial data from Dynamics 365
Finance and Supply Chain Management to provide actionable insights and
recommendations.

1. Data analysis: analyze financial data to uncover trends and patterns,

providing insights into an organization’s financial performance.

2. Predictive modeling: use predictive modeling to forecast future

financial performance based on historical data.

3. Financial reporting: automate the generation of financial reports,

providing timely and accurate information for decision-making.

4. KPI tracking: assist with tracking key performance indicators (KPIs)

relevant to financial performance, providing a clear view of how the
organization is performing.
 5. Trend identification: identify trends in financial data, such as sales
trends or expense trends, providing valuable insights into an
organization’s financial health.

Assist in Supply Chain Management

Tasks
ChatGPT should be able to assist with supply chain management tasks,
such as order management, inventory management, and logistics planning.

1. Order management: automate order processing, from receipt of the

order to shipment of the product, reducing manual effort and
improving accuracy.

2. Inventory management: assist with inventory management,

including real-time tracking of stock levels and automated
reordering processes.

3. Logistics planning: assist with logistics planning, including route

optimization and delivery scheduling, reducing costs and improving
delivery times.

4. Demand forecasting: assist with demand forecasting, helping

organizations plan for future demand and manage inventory levels
effectively.

5. Supply chain visibility: provide real-time visibility into the supply

chain, enabling organizations to make informed decisions and
respond quickly to changes in demand or supply.

Enhance Decision-making
ChatGPT should be able to analyze financial and operational data to
provide data-driven recommendations that support informed decision-
making in Dynamics 365 Finance and Supply Chain Management.
1. Data analysis: perform advanced data analysis on financial and
operational data stored in Dynamics 365 Finance and Supply Chain
Management, uncovering trends and patterns.

2. Predictive modeling: use predictive modeling to forecast future

financial and operational performance, providing insights into
potential outcomes.

3. Key performance indicators (KPIs): track and analyze key

performance indicators (KPIs) relevant to financial and operational
performance, providing real-time insights.

4. Cost optimization: analyze data to identify opportunities for cost

optimization, helping organizations reduce costs and improve
profitability.

5. Risk assessment: assist with risk assessment by analyzing data to

identify potential risks and provide recommendations for mitigating
these risks.
Enterprise Resource
Planning Blogs by
Members
Introduction
Hey there, fellow techies! As businesses continue to rely on technology for growth and
success, it's time to shake things up with some ChatGPT magic!

We've all heard the same old stories - developers using ChatGPT to generate code, script
writers churning out viral content, copywriters producing content at lightning speed. But what
if we told you there's a new way to use ChatGPT that'll blow your mind?

As someone from a SAP background, I knew I had to do something totally epic with this
technology. And guess what? I did! But don't worry, it's not another ABAP code - we're way
too cool for that!

By integrating ChatGPT with SAP S/4HANA, we can revolutionize the way businesses
operate. We're talking natural and efficient communication that saves time and increases
productivity. It's like having a secret weapon that'll take your business to the next level!

So, buckle up and get ready to discover how ChatGPT integration with SAP S/4HANA can
change the game. It's time to think outside the box and embrace the endless possibilities of
this amazing technology!

Business use case

Picture this: You're a supplier and your inbox is overflowing with emails about purchase
orders. Your customer support expert is slogging through the SAP system like a snail on a
rainy day. It's slow, it's tedious, and you're ready to pull your hair out!

Well, hold onto your hats, folks, because ChatGPT integration with SAP is here to save the
day! Say goodbye to tedious manual tasks and hello to relatively automated fast responses.
It's like giving your business a shot of espresso straight to the veins!
You might be thinking, "what big deal, Isn't he just a chatbot crap trying to sell?" But creating
a chatbot for SAP requires a relatively more development, including training the bot with
intent, developing different skills, and testing it extensively. It can be a time-consuming and
expensive process.
That's where ChatGPT integration with SAP stands out. With good prompt engineering, you
can use ChatGPT to generate context in JSON format from customer queries which could be
used as input for API and seamlessly integrate with the SAP system to retrieve information in
JSON/XML format and generate meaningful text from that JSON/XML. In just two hours, you
can have a fully functioning customer support system that can respond to queries with
meaningful replies over email.
It's generative AI at its best. Instead of relying on traditional chatbot type development, you
can harness the power of ChatGPT and SAP integration to make your business more
efficient and productive. The possibilities are endless, and it's just one example of how
technology can transform the way we do business.

Listen up, folks! If you want to integrate ChatGPT with SAP

S/4HANA, you're gonna need some important tools in your
arsenal:
First up, we've got Azure Logic App - the cloud-based hero that'll help you develop the
integration between ChatGPT and SAP S/4HANA. This thing is like the Robin to your
Batman!

But wait, there's more! You'll also need an OpenAI ChatGPT API key - it's the key that
unlocks the magical ChatGPT model that makes everything possible.

And let's not forget about the SAP S/4HANA system itself. This is the big boss that holds all
the important info, so make sure the Standard Sales Order API is properly configured in the
S/4HANA system.

Now, things start to get a bit technical, so bear with me. You'll need to install the SAP Cloud
Connector in the same network as the SAP S/4HANA system. It's like a secret agent that'll
establish a super secure connection between the SAP S/4HANA system and Azure Logic
App via SAP API Management.

Last but not least, we've got the SAP API Management. It's like the bouncer at the door,
making sure only the cool cats get in. It's part of the SAP BTP Integration Suite and will help
you develop a wrapper API on top of Standard Sales order API that can be accessed from
Azure Logic App.

So, there you have it, folks! With these tools in your utility belt, you'll be ready to take on the
world of ChatGPT and SAP integration like a boss!
Alrighty, folks! It's time to connect the dots and get
this party started!

Step 1: Activate SAP Sales Order API in S/4HANA , get some inspiration from this
official sap help document.

Step 2: Test the odata service in Postman

Step 3: Install and configure SAP Cloud Connector, there are many blogs which covered this
topic but i am dropping here the link of official sap help documentation.

Step 4: Consume S/4HANA OData API in SAP API Management follow this blog.

Step 5: Test ChatGPT to generate JSON from from customer query

I have observed in Azure Logic App email body get stored as html text rather than normal
one, but not to worry ChatGPT is quite powerful to extract the context and put into JSON
form without any problem

Step 6: Test ChatGPT to generate meaningful email from SAP API Response

Step 7: Get a API Key and Try out the ChatGPT Latest Model turbo via Postman

Login to OpenAI Platform,Navigate to API Key section in Account and Create API Key Secret

More details about ChatGPT API Usage could be found in their documentation page

Step 8: Build a Integration flow using Microsoft Azure Logic App

Salesforce Teases “The World’s First
Generative AI for CRM”
Salesforce is preparing to launch Einstein GPT, the “world’s first” generative AI for
CRM.

The AI will allow businesses to generate “trusted” content from their Salesforce CRM
data.

For instance, it may auto-generate emails to colleagues and customers, visuals from
specific data sets, and code for developers designing online customer journeys.

The following video offers insight into what these use cases may look like once
Einstein GPT completes its closed pilot program.

Yet, there are many more applications of Einstein GPT.

In Sales Cloud, users may streamline tasks such as scheduling meetings, writing
emails, and gathering pre-call customer context with Einstein GPT.

In Marketing Cloud, users may use Einstein GPT to dynamically personalize content
across the web, apps, in communication channels.

Then, there is an Einstein GPT for Developers feature, which allows IT teams to
interact with an AI assistant, asking it questions and generating code.

These use cases will combine ChatGPT with Salesforce’s AI research. According to
the CRM leader, this wraps a “trust boundary” around the generative AI, ensuring
Einstein GPT churns out reliable content.

But what about Service Cloud and the potential for Einstein GPT to improve contact
center experiences? Let’s dig deeper.

How May Einstein GPT Enhance Service Experiences?

Embedded into Service Cloud, Einstein GPT may auto-generate knowledge articles
from past case notes and store those within the CRM.

The agent-assist applications within Service Cloud could then serve those up to
agents when they might be relevant and helpful during a live customer conversation.

Moreover, Einstein GPT may scour through these knowledge articles to create
personalized customer responses on live chat, which agents can tweak and send.

Interestingly, these use cases differ from other GPT-infused customer service
applications served up by the likes of NICE, Five9, and Talkdesk.
Instead, these vendors have focused more on capturing customer intent accurately
and auto-summarizing conversations. Although, these might be next for Service
Cloud, with Salesforce building such summarizations into Slack.

Indeed, there is significant potential for Salesforce to augment its other Einstein AI
tools that run through Service Cloud with GPT.

These solutions include chatbots, routing engines, and personalized

recommendations.

What Did Marc Benioff Have to Say?

Many have likened the rise of generative AI and large language models to the dawn
of the internet and smartphones.

Marc Benioff, CEO of Salesforce, is one such person, describing the rise of the AI as
“one of the most profound technological shifts” of all time.

Going further, Benioff stated: “This comes at a pivotal moment as every company is
focused on connecting with their customers in more intelligent, automated, and
personalized ways.

Einstein GPT…is another way we are opening the door to the AI future for all our
customers, and we’ll be integrating with OpenAI at launch.

For now, these GPT applications are in a closed pilot. Nevertheless, Salesforce has
partnered with OpenAI to continue combining ChatGPT with its private AI models to
innovate across its portfolio.

Sam Altman, CEO of OpenAI, seemed particularly keen on marrying his company’s
technology with Salesforce’s signature CRM offerings. He stated:

This will allow more people to benefit from this technology, and it allows us to learn
more about real-world usage, which is critical to the responsible development and
deployment of AI — a belief that Salesforce shares with us.

Finally, alongside this deal, Salesforce announced a $250MN Generative AI Fund,

which will invest in “high-potential” start-ups and support the development of ethical
generative AI.

While this start-up fund may support future innovation at Salesforce, the fund does
represent another step forward in Salesforce’s philanthropy efforts.

Some feared these would be under threat due to increasing activist investor pressure
at Salesforce, alongside mass layoffs.
Yet, this is a promising sign after impressive Q4 earnings results from the CRM
stalwart, which is looking to further differentiate itself through generative AI
innovation.

SAP to embed ChatGPT in products

as quarterly revenue beats
estimates
April 21 (Reuters) - Business software maker SAP (SAPG.DE), opens new
tab on Friday reported first-quarter revenue above analysts' expectations,
backed by growth in its cloud business but lowered its outlook for the year
due to the divestment of its Qualtrics unit.
SAP, which in January announced plans to cut 3,000 jobs as it looked to cut
costs, foresees no more restructuring this year and plans to use artificial
intelligence technologies like generative AI in its products.
While tougher economic conditions have riled big technology companies, SAP
has still been able to grow its revenue by 10% in the first quarter to 7.44
billion euros ($8.2 billion), beating a company-provided consensus.
It said it was working with Microsoft Corp-backed OpenAI's chatbot ChatGPT
that can provide human-like responses to questions.
We were studying ChatGPT for quite a while... we have built over 50 AI use
cases, embedding them with our technology," CEO Christian Klein said in an
interview. Those use cases will be available to customers next month after its
annual Sapphire conference, he said.
SAP also has an internal committee with customers, researchers and analysts
to check for biases in AI use cases and guard against potential misuse of the
technology, Klein said.
Revenue from SAP's lucrative cloud business grew 24% year-on-year, broadly
in line with consensus, opens new tab. SAP has already discounted subsidiary
Qualtrics' profits, which it divested last month, from the current earnings
report.
For the year, SAP expects non-IFRS operating profit in the range of 8.6-8.9
billion euros, 200 million euros less than before. Cloud revenue forecast is
seen down by 1.3 billion euros to between 14 and 14.4 billion euros.
"Underlying guidance is essentially unchanged, although updated to reflect
the disposal of Qualtrics," Jefferies analysts wrote in a client note.
($1 = 0.9126 euros)
(This story has been corrected to say that AI use cases, not products, will be
available from next month, in paragraph 5)