What is ChatGPT and How to Use this AI Chatbot with Salesforce?

Feb 3, 2023 3:53:15 PM

ChatGPT in Salesforce (1)

With the latest advancements in Natural Language Processing(NLP), generative Artificial Intelligence (AI) and other foundation models have completely changed the flow of business processes. By automating tasks that were previously done by humans, generative AI has increased productivity and efficiency, reduced costs, and created new growth opportunities.

And, one of the generative AI models that have created a buzz in the whole world with its powerful deep learning algorithms is ChatGPT.

It is a state-of-the-art Generative Pre-trained Transformer (GPT) that has disrupted the field of AI research with its ability to generate human-like text responses to various prompts.

In this article, we’ll delve into the details of what ChatGPT is, how it works, and what are its use cases in Salesforce.

What is ChatGPT?


Chat GPT, or Generative Pre-training Transformer, is a revolutionary auto-generative system developed by OpenAI. It enables chatbots to understand and generate human-like responses to user inputs with unprecedented accuracy.

It is a variant of the GPT-3 language model that has 175 billion parameters and can process billions of words in a single second, making it the most powerful language model ever created.

It can perform a wide range of tasks such as answering questions, generating creative write-ups, preparing business proposals, and more. This system is trained using the enormous collection of text datasets, which further identifies patterns and connections between languages in order to produce coherent and contextually relevant responses.

Chat GPT can be used for automated customer support via highly optimized chatbots, personal assistant applications, language translators, and more. It can also be leveraged to provide personalized responses to customer inquiries by understanding user intent and context.  Additionally, it can be fine-tuned for specific tasks, allowing organizations to tailor the model to their specific use case and improve its performance.

According to Salesforce, 23 percent of customer service companies currently use AI chatbots to engage with customers. Moreover, Statista reports that the chatbot market will rise to $83.4 million in 2023.

How does it Work?


In essence, ChatGPT utilizes a transformer-based neural network to process and generate text responses. Using this architecture, the model can analyze input text and deliver appropriate responses similar to the way humans do.

In order to fully operate, GPT must be trained on a huge amount of text datasets before it is able to effectively perform any natural language processing tasks. Therefore, this GPT-3 model has been trained on a text set that consisted of over 8 million files and over 10 billion words to deliver well-written information.

Unlike traditional language models that often struggle to generate conversational responses, ChatGPT is developed and tuned specifically to support conversational modeling using a combination of both Supervised Learning and Reinforcement Learning.

It utilizes a unique technique called Reinforcement Learning from Human Feedback (RLHF), which takes human feedback in the training loop to generate meaningful and unbiased outputs.

Image source – OpenAI

As a user enters a message into the chat field, the system first tokenizes the text, which breaks words and sentences down into smaller units. The tokens are then moved through various layers such as the encoder and decoder layers, in order to trigger a response.

Chat GPT's internal architecture heavily relies on attention mechanisms. With attention mechanisms, the model focuses on specific parts of the user input text, which further improves the relevance and context of its responses.

Another crucial technical factor is the appropriate usage of memory modules. Through these modules, the model can easily retain data from previous messages, which produces more consistent and rational responses that can help maintain the flow of longer conversations.

This approach is usually used in situations where explicitly specifying rules is challenging for the model to follow, as it enables the model to learn from experience and adapt its behavior accordingly.

Customer Success Story: Daffodil helps one of the leading retailers re-engineer their flagship CRM platform

Leverage the Power of salesforce with ChatGPT


Implementing ChatGPT with Salesforce allows businesses to streamline and automate processes. There are various use cases through which organizations can drive tangible business results and improve their marketing and sales efforts which includes –

Enhanced Customer Service with ChatGPT

With ChatGPT, you can create a conversational AI chatbot that can quickly respond to customers’ inquiries leading to reduced response time. By incorporating this advanced AI chatbot, you can also send personalized emails to your customers to build trust and friendly relationships with them. Additionally, it can monitor and analyze customer feedback to continuously improve the system to provide better services. According to the Salesforce report, an average customer now uses eight different channels to communicate with brands. So, by integrating ChatGPT with multiple digital platforms, such as web chat, social media, online portals, and messaging apps, you can be omnipresent and offer convenient and accessible support to your customers.

Increased Productivity of the Sales Team

ChatGPT allows you to create relevant and personalized sales content such as email templates, product descriptions, social media posts, business proposals, and presentations to support the sales team to be more efficient and effective in their outreach efforts. According to market research, AI chatbots can increase sales by an average of 67%. By embedding ChatGPT into Salesforce, leads can also be scored and rated in real time based on their activities and behaviors. It can help identify the patterns in the sales lead that are most likely to convert into buying customers. Thus, helping to boost engagement and conversion rates. Moreover, it can also manage tedious and repetitive administrative tasks of the sales ops team to help them focus on more valuable tasks.

Improved Marketing Strategies

ChatGPT helps analyze customer data and segregate them based on their preferences, requirements, and behaviors which ultimately allows your marketing team to run more effective targeted marketing campaigns. With its advanced machine-learning algorithms, it can break the language barrier that can immensely enhance the customer experience thereby, increasing your global reach. Furthermore, it can assist businesses to improve their online presence through 24/7 availability on websites and social media platforms in order to deliver quick solutions to customers’ FAQs. It can also analyze industry trends to provide valuable insights that will help develop a robust marketing plan.

Reinforce your Salesforce Development Ecosystem

ChatGPT can never replace experience, you need human skills to effectively exploit its capabilities. By integrating ChatGPT within the Salesforce ecosystem, you can provide real-time training and support to new Salesforce admins, helping them to quickly ramp up and reach their full potential. It can also draw real-time forecasts using historical data, based on various factors including customer interactions and market trends, which ultimately improves their decision-making and business strategy.

With its advanced algorithms, ChatGPT can provide personalized and efficient customer services, automate repetitive tasks, enhance sales and marketing efforts, and improve overall productivity. As technology continues to evolve, it will be exciting to see how ChatGPT continues to impact the Salesforce platform and drive innovation in the industry.

ALSO READ: How Salesforce Customization Services Boost Business Efficiency and Performance

The Limitations of ChatGPT


Although ChatGPT is a powerful AI-based chatbot system, it does come with its own baggage.

1. Generates Unreliable Information- It sometimes provides believable but incorrect information due to the lack of enough sources of truth during RL training.

2. Limited Knowledge - It cannot use the internet for information as it only provides information based on the data it has been trained on.

3. Biased Content- It can be extremely verbose due to biases in the training data and over-optimization. For instance, you may notice certain phrases that have been excessively used.

4. Inappropriate Responses- It also sometimes provides answers that contain harmful instructions.

5. Lack of Creativity -  It does not always provide unique information. For example- if two users ask for content on the same topic, they may sometimes get the same content.

6. Unavailability of Other Multimedia - ChatGPT is a text-based language model therefore, it doesn't have the ability to display information in multimedia such as images, URLs, or audio.

Nevertheless, this generative AI chatbot is highly useful and promising as it is continuously improving and updating in the areas where it lacks.

Stay Ahead of The Curve with ChatGPT


By now, you know that the results of Chat GPT are phenomenal, and this is just the beginning. This technology has huge untapped potential in Salesforce that can completely transform the way you manage and interact with your customers and prospects. So in order to gain a significant competitive edge, organizations need to effectively leverage this technology within their ecosystem.

So if you want to utilize the Salesforce platform to its full potential and evolve in this dynamic market then Daffodil can be the right technology partner for you. We are a registered Salesforce consulting partner with 20+ years of experience in providing Salesforce solutions to 100+ clients across various industries. With our Salesforce managed services,  we will help you integrate ChatGPT into your products to take them to the next level and help you overcome any challenges in your Salesforce ecosystem.


Nikita Sachdeva

Written by Nikita Sachdeva

Nikita is a B2B research analyst who conducts market research around the most cutting-edge technological solutions such as Salesforce, Cloud, Data Enrichment, AI, etc. She is a techno-optimist who brings unique perspectives gained from her experience to the organization and aims to disseminate knowledge to others. When she's not writing, she can usually be found watching sci-fi anime or reading webtoons.