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GPTfy - Salesforce Native AI Platform

Make Your Knowledge Base Intelligent.

RAG turns your existing Salesforce articles, PDFs, and external documentation into accurate AI responses — for case routing, resolution suggestions, and chatbot answers across every channel.

Most organizations have years of valuable knowledge locked in disconnected systems. RAG — retrieval-augmented generation — makes that knowledge accessible by retrieving the right content at the right moment and grounding AI responses in your actual documentation, not generic AI training data.

RAG capabilities covered

How RAG Works

  • RAG retrieves relevant content from your knowledge sources and injects it into the AI prompt as context.
  • The AI generates a response grounded in your actual documentation — not generic training data.
  • Result: specific, accurate answers rather than hallucinated or overly general responses.

Intelligent Case Routing

  • GPTfy analyzes incoming case descriptions against your knowledge base to identify the relevant area.
  • Cases are routed to the correct queue or agent automatically based on knowledge content matching.

Agent Resolution Suggestions

  • Agents receive suggested resolutions drawn from your documentation, runbooks, and proven solutions.
  • No manual searching — relevant knowledge surfaces at case open, reducing handle time.

Omnichannel Knowledge Access

  • RAG-enhanced chatbot responses are available on public websites, customer portals, WhatsApp, SMS, and WeChat.
  • Consistent, accurate answers powered by your knowledge base across every channel your customers use.

Use this video when

A support manager wants AI to route cases intelligently based on knowledge content, not keyword rules

An agent handling a technical question receives a resolution suggestion from the product manual — without searching

A customer asks a product question on WhatsApp and gets an accurate answer from the knowledge base instantly

A portal user needs troubleshooting guidance and the chatbot retrieves the exact guide rather than a generic response

An operations leader wants to make years of scattered documentation useful without migrating it into a single system

A customer success team needs consistent support quality across web chat, SMS, and messaging apps from one knowledge source

Frequently asked questions

RAG stands for Retrieval-Augmented Generation. Instead of asking an AI model to generate a response from its general training data, RAG first retrieves relevant content from your specific knowledge base — documents, support articles, or technical specs — and uses that content as the context for generating the answer. The result is accurate, organization-specific responses rather than generic AI output.

GPTfy supports Salesforce Knowledge Articles as well as external knowledge sources including PDFs, HTML documentation, third-party websites, and databases like Snowflake. This means your years of documentation investment — regardless of where it lives — can power intelligent AI responses inside Salesforce.

By analyzing the incoming case description against your knowledge base, GPTfy with RAG can identify which product or service area the case relates to and route it to the correct queue or agent automatically. This reduces misrouted cases that result from keyword-only matching or manual triage.

When an agent opens a case, GPTfy retrieves the most relevant content from your knowledge repository and surfaces it as a suggested resolution. Instead of agents manually searching through disconnected knowledge sources, they receive structured recommendations drawn from your actual documentation, runbooks, and proven solutions.

Yes. Because the chatbot integration supports WhatsApp, SMS, WeChat, and other messaging channels alongside web and portal deployments, your RAG-powered knowledge becomes accessible wherever your customers reach out. The same knowledge base powers consistent responses across every channel.

No. GPTfy's RAG implementation is designed to make your existing knowledge investments accessible and intelligent — not to replace them. Your Salesforce Knowledge Articles, external PDFs, HTML documentation, and third-party content are indexed and retrieved as-is. You are not creating new content; you are making what you already have work harder.

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Video transcript
Your customers shouldn't have to dig for answers, but that's exactly what's happening. You've invested in knowledge base support articles, technical documentation, and training materials over the years. It's your hidden gold — but this valuable content is scattered across systems where customers can't find it and agents can't quickly access it. The experience feels inconsistent and fundamentally broken, making your knowledge investments underutilized. RAG — retrieval-augmented generation — transforms your existing knowledge treasure into intelligent, accessible AI responses. Finally making your years of content creation pay off by improving customer experience and empowering teams with instant access to the right answers. Let me show you the challenge facing Maria, a customer success manager whose team handles hundreds of support cases daily. Look at this integration diagram. You can see exactly what Maria faces. Her organization has knowledge locked away in Salesforce knowledge articles, but they also have critical product, service, and support information scattered across non-Salesforce systems. There are PDFs with technical specifications, HTML documentation, third-party websites with troubleshooting guides — all valuable knowledge that exists in silos. When customers contact support through a chatbot on their public website, customer portals, or mobile apps like WhatsApp and SMS, agents can't quickly access this distributed knowledge. Cases get misrouted because the system doesn't understand what product or service the issue relates to. Resolution takes longer because agents manually search through disconnected knowledge sources. Here's how it works. RAG models integrate with AI systems running on AWS, Azure, GCP, or other providers to make AI smarter about your specific products, services, processes, and support procedures. Instead of relying on generic AI responses, RAG retrieves relevant information from your existing knowledge database and uses that context to generate accurate, specific answers. You're not creating new content. You're making your existing knowledge investments intelligent and accessible. This is where the magic happens. GPTfy sits at the center of this ecosystem integrating with AI and RAG systems to run directly inside your Salesforce org. When a case comes in, GPTfy with RAG understands what product or service it relates to. By analyzing your knowledge base, it knows what functional area the issue pertains to and where to route it accurately. Your organization gets an intelligent routing engine powered by your own content. RAG enables GPTfy to automatically suggest case resolutions by drawing from your comprehensive knowledge repository. Instead of agents starting from scratch, they get intelligent recommendations from your own documentation, support articles, and proven solutions. GPTfy brings all knowledge from your Salesforce and non-Salesforce articles directly into your chatbot. Your chatbot becomes dramatically more intelligent because it can access your complete knowledge ecosystem — both Salesforce knowledge articles and external content. Here's where your knowledge investment really pays off. You can expose this RAG-enhanced chatbot on your public website where guests can get instant access to your knowledge base. Customer and partner portals provide logged-in users with personalized, intelligent responses drawn from your content. The system supports conversational intelligence and multilingual capabilities, and includes intent and keyword detection to understand exactly what the customer needs from your knowledge base. Because chatbots integrate with WhatsApp, SMS, WeChat, and other mobile apps, your RAG-powered knowledge becomes accessible wherever your customers are. They get consistent intelligent support across every channel, all powered by the content you've created. Your customers get accurate answers without digging through multiple systems. Your support agents have intelligent routing and resolution suggestions at their fingertips. Your chatbot becomes a knowledgeable assistant rather than a basic FAQ responder. Your organization delivers consistent, intelligent support across every customer touchpoint. The result: support systems that work as intelligently as your best experts, powered by your complete knowledge ecosystem — rather than generic AI responses.

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Last updated: February 2026