Dreamforce 2024 Main Keynote with Marc Benioff | Welcome to Agentforce | Salesforce

Salesforce for 25 years we've been a force for sales a force for service a force for marketing for Commerce for analytics well starting now we're also your agent force agent force a force for humans with AI agents to drive customer success can yeah agent force is not about AI replacing people it's about how do we enhance employee experience to deliver better customer experience we're not just talking about a business Evolution we're talking about an agent Revolution agents with the power to act on behalf of you and your business agents with context make customer relationships more

personal agents with the ability to do it all intelligently accurately and autonomously because when you've got trusted AI agents at work your business can succeed at scale agent force gives us the ability to deliver that high touch personalized service to everybody you can improve the communication between supply and demand between patients and doctors employees and employers clients and customers you see this isn't another basic bot no this is a Bonafide agent force 18 this is using data to reach every possible customer with exactly the right message then taking immediate action so they have exactly the

right experience this is augmenting and elevating humans to new heights while always staying grounded in trust it will help humans become more human welcome to a force of meaningful and effective intelligence welcome to a force for purpose for trust and for good welcome to a course to what AI was meant to [Music] be and now our CEO and chair Mr Mark benof all right here we go all right good morning everybody no I said good morning everybody all right it's great to be with all of you what a great day it is in San Francisco

huh gorgeous day we are thrilled to be with you today we are absolutely thrilled and we are grateful that you are coming here all the way from all over the world to be with us and this is going to be an incredible program it is dreamforce that is exciting how about that are we excited to be a dream Force and this dream force is really like no other dream Force we have ever had because this dream force is about humans with agents driving customer success together now before I get going on the stage and I'm

super excited because for the last several weeks we've been traveling all over the world meeting with you meeting with our customers doing focus groups reviewing what we're doing and you know tuning Our message kind of figuring out what we're going to say here and I'll tell you what we're here to inspire you to motivate you to energize you but before we can do any of those things you know what we have to do we have to thank you we have to thank each and every one of you for what you do for us every single

day we are so grateful to you we are so grateful to all of you all over the world those who are in this audience right here and those of us who are watching us online as well thank you we are deeply grateful to you our customers we are so grateful to our partner ERS our Trailblazers we have some Trailblazers here some service Blazers some data Blazers some sales Blazers some data Famers some mues got some mues this is cool we have some employees here we have some community members we're so excited to have all of

you here and I'll tell you one more group I want to thank this year especially is so important to me personally I want to thank San Francisco and California for everything that you've done for us and you're going to see our fire department and our Police Department here in San Francisco have done an extraordinary job to get us going and to make sure that this is a safe and trusted environment we're so grateful to them and to our whole Municipal uh agencies as well throughout the city and of course our mayor has done a fantastic

job with us getting ready for this incredible program and I also want to thank Gavin Nome who happened to bring down an extra couple hundred chps to keep our streets uh safe for us so would you do me a favor and if you see our firefighters and police force around and everything they're doing to keep us safe would you give them a pat on the back and tell them thank you on behalf of me and tell them how grateful that we are for being here with us thank you now one more thing we have a

phenomenal program put together for you we have unbelievable speakers 1500 sessions now we have 1500 sessions 45,000 people are here in person millions that are joining us online we have 200 sponsors and these sessions are incredible look at all these amazing speakers we expect you to go to each and every one of these 1500 sessions so pay attention to those and we're going to do an amazing concert tomorrow night is everyone excited to see pink and Imagine Dragon and we're also going to have some great music going on on Howard Street as well during the

show we got a lot of surprises happening out there you may be uh seeing some of your favorite artists appearing right in the Howard Street world and all of this is benefiting our UCSF Children's Hospital that we're so grateful for having and we've now given more than $120 million to them how about that pretty awesome so thank you for giving back all the time continuously giving back now that's part of our core values here at Salesforce as you probably know we have a set of core values that we have been working on for about 25

years and those 25 year core values are still alive and well Trust customer success Innovation equality sustainability and they're more important than ever especially when you see how it relates to artificial intelligence and all the technology going we're going to speak to translates down to that idea that your data is not our product here at Salesforce now it turned out about 25 years ago we took a very interesting moment we said we would take 1% of our Equity our profit and all of our employees time and put it into a 501c3 public charity have you

heard about that already but guess what we had no equity we had no profit we had no time it was very easy to do well it turned out that was a really good idea because now 25 years later we've given away almost a billion do we've done almost 10 million hours of volunteerism 59,000 nonprofits and NOS running our services we've been able to give away more than $150 million to our local San Francisco and Oakland Public Schools including 23 million that we Dave away yet yesterday we're giving another $3 million to our Hawaii Department of

education a group that we're very very have in our hearts every single day and we're Net Zero company and 18,000 companies have followed us in this one1 model so first of all here's my opportunity to say if you with a nonprofit or an NGO would you just stand up and be recognized right now if you're with a nonprofit or NGO all over this room if you're with a nonprofit or an NGO look around look around these are the people we want you to help support they're doing God's work we want you to be aligned with

them okay look it it's been an incredible journey with Salesforce we are the number one CRM we are the second largest software company in the world it's been a fast track to $38 billion it's been incredible hasn't it and it's been incredible how much of it has happened right here in this room it's amazing incredible it's look at that slide who would have ever thought it's even possible and we did it the right way and we did it with great technology and what we're going to talk about at this event and what's really happening in

our whole industry right now and why we are more excited than ever is because what's happening with AI now through dream forces for the last especially 10 years we've been talking about the emergence of AI and how AI has been a critical part of our future and we introduced you to Stein we did so much in deep learning we did so much we even invented prompt engineering at Salesforce and then as we've gone forward and built our own models and added to our technology and did all these things to be a Pioneer in AI it

became clear to us this was a moment this was a moment of change see we saw that first generation of AI happened and we talked about all those things predictive and Einstein itions and the idea of building Einstein into the platform and how Einstein was going to have be a co-intelligence with you and support you and I've been even using that myself now for like five or six years where my management team will tell me what my sales figures are but at the end of every meeting I will always say hey Einstein what do you

really think is happening powerful sales leaders don't like it so much great for me however that's very important and then we moved into this Co co-pilot world but the co-pilot world has been kind of a hidden missworld it's been a it's a co-pilot world has been a world where customers have S to us said to us hey I I got these co-pilots but they're not exactly performing as we want them to we don't see how that co-pilot world is going to get us to the real vision of artificial intelligence of augmentation of productivity of Better

Business results that we've been looking for we just don't see co-pilot as that key step for our future in some ways they kind of looked at co-pilot as the new Microsoft clippy and I get that but it was pushing us it was pushing us and they were trying to say to us what is the next step and we are now really at that moment and that is why this show this show is our most important dream Force ever there's no question this is the most exciting dream force and the most important dream Force course and

what you're going to see at this show is technology like you have never seen before but it's going to be more than about just seeing the technology we're going to let you get what I've been telling people your hands into the soils to touch the technology because this technology is incredible now how many of you have already been in a whmo already in San Francisco raise your hands if you've already taken a whmo ride oh not very many well let me encourage you put the whmo app on your phone while you're here and call the

car to come and pick you up because it is a moment it's a moment okay the first time you take a ride in an autonomous car is a moment and that is an opportunity for you to do that right here in San Francisco that's something that we expect you to do try it out and the reason I'm making that metaphor is very simple because the first time you build and deploy the first time you build and deploy your first autonomous agent for your company that is going to help you to be more productive to augment

your employees and to get these Better Business results you're going to remember that like the first time it was in your moment in your wayo this is the Third Way AI this is the third wave of AI its agents and we are getting feedback from from our customers who have it already and I hope by the end of the show because each and every one of you is going to have an opportunity to deploy your own agents at the show pretty cool actually this is going to be something that we are not going to forget

hopefully because it goes very well but it's a little bit of a Highwire act for a technology company because we're doing something that no one has ever done before but that's not unusual for us we've been doing those kind of things for you know 25 years we love building the number one AIC CRM that's what we really really love but now we're going to deliver something like we've never delivered before and we know that that idea that we can give you that next capability well that's just built into our DNA at Salesforce it is you

see right here we've been doing this for 25 years because for you our Trailblazers oh come on this is what we love to do we want to be the first to welcome you into the future we want to be the first to welcome you into the future and we look at our Salesforce platform as your future as a service we want a future proof you not only in your careers but your companies too and it has happened in the cloud when we first introduced our platform in 1999 and we said we're going to help you

get into the cloud and then mobile in 2006 and we said we're going to help you get into Mobile and we said hey social we're going to help you get into social yes and we helped our customers get into AI first and data for the last several years we've been introducing them concepts of building data lakes and federating those data lakes with zero copy and now with agents this idea that we are all going to be using agents but we're going to do it all within our Salesforce p platform we're going to do it all

within our customer 360 apps and we've Rewritten all of our customer 360 apps even the ones that we've acquired into a one consistent singular platform and that platform that we're all very familiar with that has three releases a year this platform is the key strategic motion of Salesforce and now this platform has the best AI in the world we're about to review that and the best agents and the reason why that is so important is because it is going to empower you and enable you to bring that to your customers and to your companies and

to yourselves and we see that every Trailblazer must be of course a sales Blazer a service Blazer a marketing Blazer a Commerce Blazer every sale every Trailblazer has to become a newly but every Trailblazer also can become now an agent Blazer and we've been very proud for 25 years we've been very proud for 25 years here at Salesforce to of course help you manage your Salesforce this has been very important to us so thank you for letting us manage your sales organization we're so grateful to you how are you good morning is this the Japanese

section by some reason I might know that [Applause] Ohio how are you how are you good thank you for all your hard work so we've helped you deploy your sales forces your service forces your marketing forces we've helped you deploy your Commerce forces and your analy itics forces of course we've also helped you over the last several years deploy your data forces your slack forces but now and at this show what we're all going to do together is we're going to work to deploy your first agent force and in the way that when you get

in that first whmo and have that experience of a car driving you around San Francisco and going whoa there's no driver you're going to have that moment where you say wow I'm deploying autonomous agents for my company and it is working hopefully so it's a Highwire act in this technology industry as I mentioned because this is incredible technology and code and the results that we're seeing are just awesome look we know back at home workforces are overwhelmed they're doing these low value Tas they've got kind of a whole different thing post pandemic productivity is a

different place capacity is a different place you know you talk to doctors and nurses and Health Care Centers all over the world they'll tell you the same thing they're kind of burned out they kind of are looking for a different way forward maybe because we're more anxious about our health you know since the pandemic I'm not sure I'm not sure but whatever it is we do see that workforces are different and we realize that 41% of the time seems to be wasted on low values and repetitive tasks we want to address that that customers are

expecting more zero whole times to be more personal and empathetic to work with an expert all the time to instantly schedule things that's our vision our Dream for these agents you know the thing that's really interesting is we have a very large Healthcare organization here in the Bay Area and they've been testing this and they've got the best AI and they came back and said you know this might be working better than the best AI we have and it's just giving our doctors and nurses more capability more capacity that idea that we're directly addressing the

burnout issue by giving more productivity and more capacity to those doctors and nurses that means everything to us that is very exciting it inspires us to think about this in a new way that's when we can start to say what if these work forces had no limits at all wow that's kind of a strange thought but a big one you start to put all these things together and you go we can kind of build another kind of company we can build a different kind of Technology platform we can take the Salesforce technology platform that we

already have and that all of you have invested so much into the Salesforce platform and we can deliver it the next capability the next capability that's going to make our companies more productive to make our employees more augmented and just to deliver much better business results and that is what agent force is agent force has to be the biggest breakthrough that we have ever had on technology and I think it's the biggest breakthrough that I've seen in a long time in artificial intelligence it's about humans with agents driving customer success together on the Salesforce platform

now I love that line because one of the cool things about Salesforce is we're not just tossing you another model or tossing you a hyperscaler or tossing you an AI engineer or tossing you something else we're just saying on the platform that you already love and use every day the Salesforce platform right inside the configurator right in inside the system that you already love and know you're going to start to find this incredible new functionality and of course it's going to be trusted and secure it's going to have a trust layer all of those things

are right there and we realize how important that is I read a Garten report last week about those C about those nasty co-pilots and they were spilling data all over our customers floors and we're like that is no good for our customers that's not the kind of businesses we run and of course just like every other Salesforce platform we're going to be able to just have instant scalability but a very high level of accuracy in fact you're going to find these agents these agents are going to be some of the lowest hallucination agents you have

ever experienced and why is that why why would our agents be so lwh hallucinogenic and so accurate well it has to do with the platform it's because we have the data and the metadata and the workflow and the business process and the security model and the sharing model and all those things that we love and have used and are deeply wedded to for 25 years it turns out those things make a more accurate AI it turns turns out that those things give us what we need to have more of a low hallucinogenic Ai and of

course we already know that we're going to make it easy to build these agents well you're going to be doing that in the next couple of hours we already know all the AI capabilities and the models and the ability to train the models you're not going to be buying a model from a model company you're not going to have to go somewhere else to kind of figure out how to bolt on some other kind of Ai No No you're going to have the most accurate AI in the world built into this platform and oh yeah

one more thing the platform also has all these customer 360 apps the apps are also inside the platform it's one of the reasons why the AI is so accurate is because it understands the logic that's coming out of the apps because the more customer touch points you have with Salesforce the more are a AI learns and understands who your business is and how it can help you because you're doing so much with our platform already we have the data and the metadata and the knowledge from these apps to be able to support you and you're

going to see that in real time at this show and of course it's a unified metadata platform it not only knows what your data is your phone number here's my number but my metadata oh it's a phone number because we can put those two two things together again it's why the AI is so accurate and it's an open system how many people in the room are actually partners with Salesforce raise your hands welcome to all the partners here here all the partners and isvs and this is going to provide a whole new generation of apps

as well because we already see now all kinds of new apps that we can build importing data into our data Cloud building apps around that platform and being able to deploy that with these agents in incredible new ways we're really seeing some exciting things we're really seeing that agent force is also going be about surrounding all of this technology which will GA in October but you're going to have it here at the show with our Innovation by every industry and all of our Global Community all of you worldwide we're going to try to light this

up for everybody as fast as possible it is amazing and and the early stories from customers are blowing our mind it's blowing our mind I have to tell you about one of my customers that I'm so proud of I'm so proud of them Wy we've talked about Wy at this show so many times I've met with them so many times it's more than a decade of our relationship with Wy we love Wy okay you know what that this is their Super Bowl right now did you know that we because this is back to school it's

back to school so guess what everybody's buying the books and all this but what do you do if you're Wy at this point you need to hire some more workers right gig workers and surge the workforce and not so easy actually right now in today's economy so how about this what if you could surge your service organization and you could surge your sales organization without hiring more people that's agent force that is what's so exciting and and Wy is already reporting that they're resolving 40 to 70% of these eight cases and the next version of

agent force which is version two you're going to hear about called Atlas Atlas Atlas we are seeing more than 90 to 95% resolution on all service and sales issues 90 to 95% with a new Atlas which is version two of agent force another amazing customer that we use I know I just use it myself Open Table I was in Los Angeles last week rolling this out and making a dinner reservation for the grill in Beverly Hills one of my favorite places I love the cream spinach and all of a sudden I'm making the reservation and

I'm resolving my customer service issue and I'm able to do it with an agent and that was a moment very cool Jim Kramer is here just saw you sitting here Jim welcome to dreamforce I don't think you've ever been to The Kino before come on that's awesome we gave you a good seat and everything please welcome Jim Kramer and fossil fossil does everybody know fossil the amazing watches and the retail stores and they're using this to Envision the future of fossil in sales and service in the retail environment so exciting so exciting but let me

tell you where I'm going after dreamforce I'm going to Disneyland I am going to Disneyland how many of you have been to Disneyland anybody here not that many shocking okay great place to go number two how many of you when you go to Disneyland get a Disney guide raise your hand oh only a couple hands let me give you a tip avoid the rid lines avoid the ride lines get a Disney guide you get a Disney guide they help you get around the ride lines it's awesome it's like this service created by Walt Disney they

use Salesforce they've all got phones in their pockets okay and they've got slack and they've got Salesforce on their phones in Disneyland these Disney guides they're amazing I love them I have been to Disneyland so many times I go actually about four times a year one of my favorite customers I love how they use our store for they use us for their store they use us for Disney Plus for the customer service across the whole product line where their customer touchpoint automation but let me tell you why I'm excited about their work with agent force

because it's about helping them create these Unforgettable experiences and my vision here is very simple and I think I can make a compelling case of why this will transform my experience at Disneyland because when I go to Disneyland I'm there I'm walking around all the frontier land and tomorrow land and all these things and then I'll say to my guide let's roll we're going to go to Galaxy Edge do you know what Galaxy Edge is it's Star Wars land okay and then I'm like I like to go right to this ride rise of the resistance

anyone here been to rise of the resistance great ride okay every we got a couple happy people and then but rise sometimes isn't working it's so so incredible Visionary ride sometimes it's working sometimes it's not working and then my guide will know oh wait the ride isn't working but here's the thing the a AI agent force well my guide it can start to work with agent force and say agent force we're on our way right now to rise and I got Mark Benny off with me and I just got a notification the ride is down

agent force help me me an agent force is going to do two things one it's going to look at because I've opted in of course all my ride history how am I doing you know what I've been on what I liked what I didn't like right what my personal preferences are what brands I like at Disney On and On right but number two agent force does one other thing it looks across the whole park it looks across the whole park and it says what rides have long lines where can we get in Mark right now

how do we do the flow control how do we keep the park moving not how do we just make Mark happy brings the two things together and hey Mark have you thought about Toontown today it's just like the the rise architecture but it's with this incredible new brand Toontown and I'm on my way to Toontown a better experience my Disney guide work working with the agent together the agent doing what it can do best these very complex situations this is really the vision for a future of a company this is the company that we're going

to build here at this show we're going to all build this together and you're going to see another amazing company now this slide was not in the presentation yesterday because yesterday our customer Sachs who knows saxs withth Avenue one of the great stores oh wow we have more sax with Avenue people here than Disneyland people amazing it mean it really speaks to something I don't know what so so saxs came in and said you know we we want to give our Shoppers more coner better return management better service management and last night they sent me

a link and all of a sudden they had agent force running in their existing Salesforce implementation and it was live on their site and I said I hope that every Salesforce customer has the ability to do that at dreamforce will that be awesome so we added this slide last night on what happened yesterday because we have flown in 4,000 of our own Salesforce Engineers to work with you and help you get this done and we've created these launch pads and it's going to be awesome now when I think about Salesforce today I think about it

in three layers maybe four first is I think about for the last 25 years what have we been doing we've been automating every customer touch point right sales and service and marketing and commerce and analytics and slack and anywhere your customers coming in we're connecting and we are we are making that part of our customer 360 two we are also building a data Cloud so that you have a data lake that is able to absorb all of that customer connectivity including if you have multiple Salesforce orgs and Federate that data Cloud out to not only

all your Salesforce orgs but to other types of data Lakes like Snowflake and data bricks and Google big query and Amazon redshift and even IBM mainframes amazing and then we're able to take all of that data and bring it down into the customer 360 and this has been our vision for the last 25 years but now what we want to do is wrap that with agents and make you even more productive and more capable and it's an extension of our core platform so you can have health agents and banking agents and product agents and Ops

agents and sales agents and support agents and marketing agents and customer experience agents and analytics agents and finance agents and HR agents and it's all built on this Salesforce platform with all the trust and security and ecosystem that you need and this means that our architecture now looks different it looks like this and this is not what it looked like the last time we were all in this room it didn't look like this this isn't where we were we had a different vision of the future customer 360 and data Cloud was our best selling most

exciting new product ever but agent are really changing us they're transforming us they're giving you that ability to have something that's trusted and secure and scalable and accurate and easy to customize with the this built-in Ai and you know that customer 360 is builtin the metadata and the data are built in the open ecosystem are built in and you buy nothing else from anybody to make it work it just works with accuracy and low hallucination and some of the hypnosis that we've had around AI that it doesn't work exactly like that or you have to

DIY it you know DIY do you all know what DIY is I thought everybody knew what DIY was but it's not maybe it's a San Francisco term DIY means do it yourself you know I was talking to my friend Neil Young and he knew exactly what that was cuz he said it was like homegrown but DIY means I'm just putting it all together on my own but I don't think you can DIY this I think you want a single professionally managed secure reliable available platform I think you want the ability to deploy this agent force

capability across all of these people that are so important for your company and all of these digital and human workers and the reality is we all have struggled in the last two years with this vision of co-pilots and llms and how are we putting it all together so why are we doing that when we can have agent force we can move from chatbots to co-pilots to this new agent force world and it's going to know your business and it can plan it can reason it takes action on your behalf on that idea of working with

a large Health Care system at scale it's scheduling in our vision the Mr I for you or the CT scan or the repeat Labs or your doctor's office visit for you it's taking care of the drudgery and the low value tasks that are slowing those doctors and nurses down and we're going to deliver it across all of our industry clouds in all of the key industries that we support with the all of the compliance and governance that you need whether it's fed ramp or Hippa or sock or whatever it is so that you get it

as you need it and it's ready to go and I think we're also going to inspire at this show a whole new generation of apps built on our platform we already saw a large Network vendor come along who said oh Mark you know we want to help you you know get more people back to office and look at who's in the office and who's not at office and I said that's interesting and they're like we're running your VPN for you and I said well that's interesting and they said we've hooked our VPN data into our

your data cloud and I said oh that's very interesting and then we're looking at the the VPN data in the data cloud and then they said and now look at this here is now an app that shows you who's in the office and who's not and I said wow that's really Next Generation and then they said and now here's a bunch of agents that are talking to your employees encouraging them to get back in the office and I said wow that is something I did not expect and I wonder how many more apps are out

there that I didn't expect now let's go and let's look inside agent force let's look at what the possibilities are and please welcome the CEO of our AI Clara she Clara where are you there she is all right Clara show it to us okay thank you Mark and it this is my 18th dream force and it is so special from me Tov here with all of you in this moment because we're in a time when in the very near future agents will be as commonplace as apps and web pages and no one is better positioned

than all of us Trailblazers to deliver on this amazing future so you just heard from Mark the vision for agent force some of the customer success that we're seeing and our ecosystem now I'm going to take us a little deeper and talk about what agents are and why the Salesforce platform is the easiest lowest risk way to build and deploy agents for the Enterprise now there are five things that make an agent first you need a role what's the agent's job it's similar to the roles that you've already defined in Salesforce if you use salescloud

you have these roles for your sdrs for your account Executives if you're like Kevin from Wy and you have service reps on on service Cloud you have these roles defined for your support team and so if it's back to school and need to scale up your service organization you can start there but it's not just defining the role it's managing the role many of you already use Omni supervisor to manage all of your service calls in real time you can listen in you can track how the seat is trending for every single call that's happening

we've extended Omni supervisor to now also help you manage your agent force we'll show you this in just a moment the second thing you need is you need data need data again you have this data in Salesforce already whether it's structured data like a custom object or it's unstructured data like a slack conversation and knowledge articles all of that is there you have your metadata in Salesforce and you can even bring in your external data you heard Mark talk about our zero copy partner network from data Cloud all of your data from your data Lakes

your data warehouses all of that can now be activated by your agent force now the third thing you need this is really important is you need actions what are the workflows what are the systems your agents can access to get the job done now this is very powerful because it's the basis of Automation and it is not something you want to risk having an llm hallucinate good news you don't have to you've spent 25 years building your trusted business logic into Salesforce whether it's your prompts or the billions of flows that run every single week

or every line of Apex code you you've invested in and every moft API all of that is there for you to point and click and Empower your agent forces with now the fourth thing you need are channels this is where your customers and your employees interact with the agent you already have salescloud you have service Cloud you have marketing and commerce cloud and only the Salesforce platform offers all of the major digital channels natively from within our our app WhatsApp Apple business messenger SMS voice email it's all there you just turn it on and you

go now the final most important thing that you need to deploy trusted Enterprise agents is trust and security the very first thing we built when we started on this journey was our Einstein trust layer and every single agent force interaction runs through that trust layer which means that you can rest assured that it has data security like prompt injection defense it has data privacy like zero retention prompts and and data masking it has ethical guard rails like our toxicity filter it has guard rails to Define what agents aren't allowed to do versus what they can

it has observability and monitoring but it's much more than that if you take a step back and look everything that you've ever done has led you to agent force because every role every piece of metadata every flow every channel all of that becomes the guide and the guard rails for your autonomous agent force now let's talk about how these pieces come together to drive real business out comes it all starts with our Atlas reasoning engine Atlas is the brain of agent force and it takes your goal it takes your role and it Loops it creates

a plan it evaluates the plan it refines the plan and it keeps looping until it's confident it can achieve your goal it uses Advanced retrieval augmented generation or rag to pull in the structured and unstructured data that it needs from data cloud and then it takes action for you across the customer 360 whether that's automating a financial services campaign and marketing cloud or it's um engaging with a prospect in sales cloud or in the case of Open Table I'm I'm a frequent user of Open Table confirming that perfect dinner reservation for your husband's birthday all

of that comes together and and if ever gets stuck Atlas knows to seamlessly escalate to one of your team members using sales service marketing or Commerce Cloud very smooth my favorite thing though about Atlas is that the more you use it the smarter it gets because while everyone else in the industry is talking about reinforcement learning from Human feedback we have pioneered reinforcement learning from customer outcomes that's right all of the customer outcomes you have in the customer 360 whether it's marketing conversion rates or sales deal wins or service resolution all of that is used

to continuously tune and improve your agent for force and because your data isn't our product all of your outcome data is proprietary to your company allowing you to create strategic advantage over time yeah it's it's amazing thank you and it just tremendous kudos to our fantastic research organization for all of the the amazing techn technology that's gone into Atlas and agent force and we're seeing amazing results 33% greater accuracy two times greater relevance and these are according to our customers benchmarks not ours and this is the difference between a DIY science project versus a real

Enterprise grade agent you can confidently deploy into production and this is why we are so thrilled to be bringing agent force now into every Salesforce Cloud sales cloud service Cloud marketing Commerce every industry Cloud Einstein co-pilot is being officially upgraded to agent force so that it can learn reason and take action for you and to help you get going fast we're also excited to be releasing over a hundred outof the-box industry specific actions for agent force we also want to make it really easy for you to customize your agent force as well as to build

your own you're familiar with our low code tools I know there's tens of millions of you Trailblazers that use flow Builder model builder prompt Builder well I want you to meet agent Builder it's the newest member of our low code family and part of the agent force studio and it allows you not only to access a familiar look and feel but also to access any of the existing data metadata roles and business logic you already have in Salesforce just drag and drop it into your agent that's how saxs was able to get up and running

in just a week and I know it's amazing that 2.8 million badges you've earned 2.8 million AI badges on trail head and I know you're just getting started and you are well on your way to each becoming an agent Blazer now to see this come to life I want to hear I want you to hear a story from a true agent blazing customer I see Mike there who's a CTO from saxs you want to give a wave Mike um and to hear how they're using agent force to deliver luxury experiences to every customer at scale

let's roll the tape we believe there's going to be a fundamental shift in the way that you interact with humans at saxs that's really going to be enabled by agent force at saxs we deliver a dream we sell things that people want to love the emotional connection you have with finding that one thing you want there are lots of new changes happening across the technology ecosystem you need to have the best technology we saw the luxury consumer beginning to move to e-commerce we said we got to Pivot really important for us to meet the customer

where they want to be and and service them in the best ways agent force offers personalized service to customers like Maria in this case she has a birthday coming up if you have millions of customers and you want to create millions of different experiences it's not scalable but agent force gives us that ability agent force will enable us to service customers in ways we couldn't imagined before it will recognize photos and understand text and make personalized recommendations to customers like Maria we really believe there is an immense opportunity for agent force to allow for Service

agents to become stylist really focus on client telling with our customers we are recommending things for you that are personal to you that are authentic to you agent force is really allowing our humans to have a deeper more impactful interaction with our [Music] customers gives us the ability to continue to offer a very high touch luxury experience that people expect from M sax and I know it sounds simple but that full 360° view of the consumer everything they're doing from how they're browsing from how they're shopping from what they return from what they call the

call center about from how they pay from everything really understanding them we're going to give them that comfort that they're the most important to us which they are when Maria contacts us it's intelligently routed to a customer representative based on the nature of her question agen force is going to free up our people to work in a different way with their clients it's not going to replace it's going to augment here we have AG enforc making a recommended response based on customer data previous cases as well well as knowledge articles all we have to do

is hit post we believe that data cloud is going to be the platform for us to activate that data through servicing through Commerce through order management if you can get people comfortable and if you can work with them on an individual basis a personalized basis thegu a limit on what you can do with them I don't believe that the experience that we are delivering would be possible without Salesforce it goes back to the belief that humans with agents Drive customer success together together that's how we're going to [Music] win you can always tell the saxs

team because you're the best dressed people in the room uh Mike thank you so much for being an agent Blazer and to show you Sax's actual agent force please welcome up my colleague Patrick Stokes all right thank you so much Clara good morning everybody so I absolutely love dreamforce I love being on this stage to show you all these incredible products but I'm going to admit I do get stressed out about one kind of silly thing and that's what I should wear when I'm up here and even right now I'm not really sure if this

is like technology conference or fall wedding in New Jersey um could be either so a couple days ago I decided to go to the sax.com website and I was browsing along and I ordered a new jacket kind of jacket sweater uh combo that I really liked and came to my house I tried it on and it didn't really fit and I had a crazy idea I thought it would be really fun to bring 45,000 people together here in San Francisco and millions online and call customer service now before we call Sax's customer service I want

to call everyone else's customer service so let's give it a try hello and thank you for calling customer service if you know the extension of the party you are trying to reach you may dial it at any time to hear our store hours please press one to start a return please press two for product inquiry let's not do that that's no fun nobody wants to call that customer service line it doesn't feel natural it's not human I can't even start talking which is like you know what you do when you pick up a phone I

have to wait I have to select a number that is an absolutely terrible experience in fact do you know what they call that in the industry they call it case deflection did you know that they're actively trying to deflect you from talking to somebody who can actually help you it's crazy we don't want that as consumers as customers we want help we want resolution we want solutions to our problems and after a few more calls like that we might even want some retribution that is terrible but the good news is it doesn't have to be

like that anymore because we have agent force and because sax has agent force as Mark showed us earlier sax just rolled out their new agent force agent and they call her Sophie let's give Sophie a call and see if the experience is any different hi I'm Sophie your sax AI assistant how can I help you today yeah hey Sophie um this is Patrick um I'm wondering if you can help me with my most recent order I think I might have got the wrong size I'm sorry to hear that Patrick I'd be happy to help is

this about the sax Fifth Avenue collection cashmir baseball bomber sweater you purchased on September 9th yep totally is that's the one um I tried it on and I think it's just a little bit tight I'm sorry the sizing didn't work out based on your purchase history a size medium should provide a relaxed fit how does that sound yeah that sounds pretty good um but I noticed you said cashmere is it uh is it going to shrink the sweater is 100% cashmere so we recommend dry cleaning only to preserve the natural fibers and avoid any potential

shrinkage would you like to go with a medium yeah let's uh let's do the medium great based on your shipping address you should receive it within 3 to five business days does that work um no I have a pretty big event coming up is there any way I can get it in like one or two days unfortunately that's the fastest shipping available for this item would you like me to transfer you to someone who can assist you further um no not right this second Sophie um thank you though appreciate it okay totally totally different experience

very friendly I was able to immediately start talking Sophie knew exactly who I was because she has my full customer 360 Prof file she knew my orders because she has all of our order history stored inside of data Cloud she was even able to take some action she was able to switch and order me uh a new medium jacket but right there at the end you may have noticed one thing that Sophie wasn't able to do Sophie wasn't able to figure out a way to get me that jacket any sooner and that's because right now

at this moment in time Sophie really only knows how to talk to the shipping carriers she can look that up but that's as about as far as she can go but that's not as far as as sax can go because Saks has stores all over the country and if we could enable Sophie with some ability to identify those stores and maybe even look into the inventory of those stores maybe Sophie could have gone one step further and that's what I want to show you right now so as Clara showed us earlier we have our allnew

agent force studio with agent Builder and this is the very first time on a Salesforce stage we're going to show you this I am so excited so here we are inside of agent Builder and you can see we have our configuration here for Sophie and configuration is really really important it's all natural language what's so cool about building these agents is if you can describe it agent force can probably do it it's really really awesome so here we have our Avatar we have our agent name we have our description but what I really want to

show you is these topics now topics are really the foundational building block along with actions in how you build these new autonomous agents and think about topics as just kind of categories of information so I've got an order management topic here for example and that actually happens to be the topic that we were just in in our last call with Sophie and if you're wondering how that works again it's just a description if we look at this order management topic we can see the uh kind of description and scope of the topic we can see

some specific instructions and what happened in that conversation is Sophie was just listening to what I was saying and identifying that I'm probably talking about order management simple as that that's how we make that connection no writing complex ivr trees or writing code to make that happen it's just reasoning now Within These topics we have actions and you can see some of the actions that Sophie already knows how to do and if you uh notice these are actually just flows we'll spend some more time on that in a moment but you can see some of

the actions that act that Sophie actually took like finding my order number checking the order status even modifying the orders those are all actions that we just saw Sophie perform but I want to add some new actions I want to give Sophie the ability to find stores and see if we can find some new inventory so if I click add action I can see here I've got a couple things that might help me out I've got get nearby stores I'm probably going to need that change delivery method I might need that but you'll notice I

don't have anything for the store's inventory I can't look into a store inventory anywhere so let's fix that I'm going to close this I'm going to jump over here to add a new agent force action now as we heard earlier from Clara what's so incredible about agent force is you're starting from so far ahead because you've already got all of the workflows and processes built right into Salesforce you already have all of your data so you can see all of the flows these are just all of the flows that you've already built attached to your

or you can pick these and add these to agent force but in our case I need to call moft so I'm going to pick a mu soft API and I happen to have a store inventory API already available to me and what's amazing about these agents is they can actually query and talk to these apis just like we would be able to so I'm going to add this can edit the inputs and outputs if I need to and I'm going to go ahead and click finish and we're going to jump back over to agent Builder

if I add these actions we should get some new things so let's add get nearby stores let's do change delivery method let's schedule an in store pickup and let's store our inv uh uh let's add our store inventory API so we'll add those and you can see they got added to our actions here now there's some magic here that's going to happen I'm going to show you the magic but there's some magic which is we you don't have to write any more code that's it that's all we had to do we just had to add

the actions and agent force and Sophie are going to reason over what I want as a consumer and figure it out but you don't have to trust me let me show you how it figures it out we're actually going to show you the atlas reasoning engine thinking every step of the way so I'm going to go back in here and I'm going to uh type in um we saw voice a moment ago I'm going to type in uh what I want here and uh bear with me because um I'm pretty confident but I'm not confident

enough to type on stage so I'm just going to paste that in so hi my name is Patrick Stokes customer ID yada yada yada and you can see as she's analyzing we can actually see the atlas reasoning engine here right in the middle we can see the prompt that I just gave it we can see the uh connection to that order management topic that we just saw and now we can start to see the actions actually being uh taking place so Sophie is actually going out and querying our find order number flow bringing that back

she's then moving on to the next step which is to check the order status now this is where she failed before because in my question I'm asking if I can get it any sooner she failed at that before but now she goes on to the next step because she's figured out that I might have another way to get this here the the jacket here just a little bit sooner so you can see get nearby stores she's trying to see if there's a store near me now she's actually looking into the store inventory API and then

she's figured out that hey I need to go back to the customer I need to ask if the customer would like to do an inore pickup she doesn't just schedule it herself she's going to come back and ask me as well so do I want a new inore pickup yes I do we're going to enter and we're going to see the conclusion of Atlas and there we go so now Sophie is figuring out these last few actions which is to change our delivery method and schedule an in store pickup now what's amazing about this is

all I have to do is deploy this agent and it works everywhere whether we're in voice like we just weree a moment ago or whether we're in apple business messages or in a chat on our website it's just works it's all One agent and to prove that to you I want to give Sophie a call back and I hope this works um but we're going to give Sophie a call back and we're going to see if she now has this new capability so let's give it a shot hi I'm Sophie your sax AI assistant how

can I help you today yep hey Sophie uh it's me Patrick again I wonder if you can just give me an update on my uh order delivery from my most recent order is this about the saxs Fifth Avenue collection cashmir baseball bomber sweater yep that's the one great we have two delivery options available I can have it delivered within 3 to 5 business days or it can be picked up as soon as today at saak San Francisco which option works best for you oh that's great um I would love to come into sa San Francisco

and pick it up great I've placed the order and notified the inore client adviser that you will pick up the item they will have it ready for you within the next 3 hours is there anything else I can help you with nope that's fantastic Sophie thank you so much you've been super helpful thank [Applause] you so you can see how we think that this is going to transform everything how you can get these agents to reason and do anything that you might need them to do remember if you can describe it you can get agent

forced to do it but as Clara said we need to be able to do this with trust as well and so uh we're excited to show you our new Omni supervisor where you can not only come in and look at what all of your human agents are doing with your customers but even look at what your agent force agents are doing here as well and we can see that Sachs they maybe have actually rolled out quite a few agents Sophie and maybe a few others because depending on where you are in the world you might

want to talk to people in all sorts of different ways so we can see some of my last few uh interactions here uh we can see uh an interaction that closed a little while ago between our customer uh Claire who had some tailoring help done let's give that one a listen real quick H I'm Kevin your sax AI assistant how can I assist you today hi so I just that's awesome but what's really cool about Omni supervisor just hang up on that uh is that we can even listen to calls as they're happening in real

time so we've got two calls here that are actually happening one here with Brian green looks like he's having some problems with his password let's give that one a listen problem at all I can send you a link to reset your password would you like me to stay on the line while you create a new password no I don't want to stay on the line while he recreates his password I think one customer service call was enough uh super exciting thank you all so much for your time mark back to you okay are you getting

jacked for how this is working do you get you see what's happening it's it's you can see why we're so excited it's kind of amazing and I was just think sitting there thinking about I actually bought these shoes that I'm wearing at saxs they Christian Dior shoes very fancy for the keynote and I'm like yeah I could like make all these changes I think I bite just about everything online I bought this suit from burudi which is an lvmh company I bought the the shoes that I put it all on this morning for the first

time and and I'm like it's amazing what is possible now and I think it's not just what is possible it's what you are going to make possible because as you're going to see these agents you can make your own you can make them highly customized for you you can make them do all these amazing things but because only Salesforce does these three things automate every single customer touch Point have the deeply integrated data Cloud have the complete agent Builder and deliver it as all one integrated platform means that you don't need to DIY your AI

this is the big fundamental thought our goal is simple for you to augment your employees to create better experiences to deliver higher revenue and Better Business results for your companies and I think you're going to figure all out how to do that at this show that's our fundamental goal we are so excited about this but every time we get excited we're getting even more excited and the most exciting thing for us is we've rolled this out to a number of our customers and we've rolled version two out to a number of our customers as well

and version two which is called Atlas and you've heard some of this already we're starting to see some amazing results and you saw some of that with the 2x accuracy and you know benchmarked against the leading models were 2x their accuracy and their hallucination rates because we have this unfair Advantage at Salesforce called the Salesforce platform and because we hold so much data and metadata all the customer apps all the infrastructure everything the workflow and because you have done so much work in this platform the AI is simply better this is what AI was meant

to be and you're going to see how agent force is outperforming open AI on azour in cost time to value and accuracy it is incredible and we're going to encourage you to Benchmark us to do the bake offs so that you can see the cost differences and the time differences it reminds me a lot of when we started Salesforce and we started putting together the cloud and we putting these things together and kind of making it all happen but there were other approaches you know there were a lot of DIY approaches right so now Parker

come over here would you yeah he's trying to hide in the second row Parker Harris my co-founder you know and Parker you remember this very well don't you and remember like Parker this slide like when did we start delivering this slide like 25 years ago this idea you want your you want your agents but you know here's your customer success but oh no oh no look at all the cost do believe that's hiding below here you you know you know customers were diying it and all of a sudden you know oh you yeah yeah you

want AI no problem you have to have a custom AI model this is very good now you have to retrain it and train it you have to you know you've got all this fragmented data don't worry you'll hook it up oh you've got all these disconnected apps and agents don't worry we're going to put them all together for you there's you know you don't have a security or sharing model don't worry about it it'll all happen oh oh look at that you know you need to hire an AI engineer you know that and finally it's

going to require this scale I mean how long have we been delivering this slide for two and a half decades are you shocked we're still delivering this slide I'm not shocked it's just been a journey 25 years what our job was is just to make it easy and that's what we're doing with AI you know we used to have a slide it was called you and the fun stuff remember that you know the fun stuff is getting this AI working and seeing the customer success and so we want to give you all of this but

it's built on 25 years of Technology it's big shout out to MK and sea Fisher and shr and the entire engineering team that have done an incredible job creating this technology well Parker it's amazing so congratulations to you to the product teams the engineering teams to the whole company and also all the Trailblazers because the slide still holds together and here we are on the next wave you know of technology and you don't want to DIY it you don't want to DIY it and it is the next decade or more of Salesforce so exciting congratulations

thank you so look at this the Salesforce platform has evolved of course you've invested so much in these apps you've invested so much in the platform you we've introduced you to the trust layer and the data cloud and our new rag techniques and you know and now all of these agents so the platform has changed it's transformed it's evolved it's gone forward and yet it's still the simple easy to use platform that's inside all of your companies already it's already there you already have your login and username and password and boom all of this stuff

is there for you ready to go think about it that is our job at sales forces to take you as Trailblazers to the next place and right now it means taking you from Trail Blazers to be agent Blazers just like we have consistently for 25 years so when you leave this show you can go back to your employers or wherever you're going and say hey we're going to go I I'm ready we're going to deliver these agents and it's possible through this incredible platform that this is really what AI was meant to be it's about

the customer 360 it's about the data Cloud it's about agent force it's about the Salesforce platform and it's about our core Mantra at Salesforce which is you don't want to DIY it this is why we started this company because we know that there's companies and technology companies and on and on and on who are going to try to come along and say we've got the new great thing and you're going to have to wire it all up and hire a new team that's going to go make all this happen for you and it's too much

but we can do it in a new way and we can do it right here year look we've seen this even when we were talking last year about data Cloud that customers were like had islands of all of this has disconnected data all over the place and then what did we do we said it's in the platform and we have our data cloud in the platform and through zero copy we can plug into whatever you have we can unify your data and metadata and we were so excited about that it's become our best best selling

new product ever and companies have come along and made huge investments in this data cloud and it's this it's it's been remarkable for us to what we have been able to deliver for customers so rapidly but here's the other thought what we didn't realize was by encouraging you to moveing you encourage you while we encouraged you to move to the data cloud and you are now doing 767 trillion records per month in the data cloud and the huge work you have done with the data Cloud which is awesome and we're so grateful for that what

we didn't realize is we were preparing you very well for AI we were preparing you for this next step that this was Now setting you up so that when we rolled out app and agent Builder because all of that work was there it was incredible what we could Now do for you so to help see the next level of that please welcome sajena Saga where are you I'm over here [Applause] Mark all right thank you so much Mark now data cloud is an incredible innovation in our platform but in order to really appreciate its power

we got to tell you how it works and it all starts with connecting to your data now this is any data that you can dream up whether it's structured or unstructured it could be in a different Salesforce Cloud it could be in a third party system like sap or concur or workday or it could even be in external data lakes and we do this in a really special and distinct way using our zeroc copy integration because we don't want all of you to incur the cost of moving your data every time you want to use

it inside a Salesforce we don't want you to do that so instead we virtualize that data like any other object inside of Salesforce so you you can build your workflows on top of it you can build your applications and of course power your agents now once you've connected to your data there's still a problem because every single system that you have to describe a customer does it in a little bit of a different way so what data Cloud does is it harmonizes this data so all of your systems now speak the same language about your

customer and you have one unified customer profile that you can activate across the customer 360 with your insights your applications and all of your workflows now I know what you're thinking we're here to talk about AI even if you connect to all of your data don't you need to train your own model well the answer to that is no and we're going to debunk that myth for you here today in some detail now for most customers many of you in this room you think if I just give all of my data to a large language

model that's how they're going to know my business right give all of that data into the model however this is expensive it's costly like Mark showed you there all of these needless steps that you have to go through and most importantly as your data changes and scales this system doesn't scale with it so instead we can teach a large language model about our business through the power of a prompt and a prompt is nothing but a set of instructions that we send to an llm to teach it about our business now another thing that we

don't want to do is load up a prompt with all of our data and have a 100 200 Page prompt just to teach an llm about our business we don't want to do that either so we're going to flip the script here a little bit and we're going to use a technique called retrieval augmented generation for AI to understand our business now this is a Cutting Edge technique that lives deep inside of data cloud in our Salesforce platform platform and it enables us to search through all of that data you have think your images your

PDFs your policies all of that and it allows us to augment our prompts easily and teach AI about our business now Clara mentioned earlier our Atlas reasoning engine data cloud and retrieval augmented generation are at the heartbeat of this reasoning engine and it helps it iterate and plan and help your agent take action now I want to make all of this really real for you in a de in a demo about sex and I'm going to ask Kristen and Claire from the demo team to help me out there from behind the demo desk all right

now this story is about my actual Journey uh with sax to get ready for dream Forest this outfit is from saxs and Sophie is here to help me with all of my questions now a really common question that customers have at Sachs is about a price adjustment because how annoying is it when you buy an expensive item and then it immediately goes on sale you want to make sure you get your money back so you can have that happier customer experience so I want to go ahead and give Sophie this new ability to answer this

question and this is actually really complicated I want to take a pause here because for a service rabbit Sachs answering the simple question would mean that they would have to know everything about their policy data would be able to search for that specific citation to fix that customer question and then deliver it back to the customer in a matter of seconds it's not possible for a human so it's perfect for an agent so why don't we go ahead and give Sophie some new abilities and our journey is going to start in data Cloud now it

looks like we've already connected to our CRM data right here which is a really great start but I really want to connect to my order management system data that I know lives inside of snowflake so I'm going to go ahead and create a new data stream and data cloud makes this super easy with out of thebox data connectors for any data system that you can dream up so I'm going to go ahead and click that snowflake icon and create my new data stream now what I get immediately on the next screen is I'm going to

see a data graph of all of the associations of my customer across every single touch point of that data I just connected to which is super powerful so now why don't we go into agent studio and give Sophie this new ability now as Patrick mentioned this is really where we give our agents the ability to answer different questions through topics and actions now we already have a topic drafted here for pricing questions and I've gotten a little bit of a head start on this action here which is a prompt under the hood but I want

to edit this prompt and make it a little bit more intelligent now our customers have been building prompts on the platform for over a year now and our Trailblazers are going crazy for this and I want to tell you why the first reason is because we enable all of you to pick whichever model you want to use under the hood of your prompts because we know it seems like there's a new model being created every single week every day and we want to give you the freedom of choice on the platform now the second reason

that our customers love building prompts on the platform is because this is prompt engineering the Salesforce way the low code way that scales with your business so why don't we go ahead and draft our first prompt here and I got a little bit of a head start like I said we're going to go ahead and paste that in now I want to show you how we can use that data we just connected to to make this prompt more impactful and I'm going to go ahead and bring in that information from my snowflake instance all of

that order management data I'm going to pull in the right fields and it's just a few clicks away and why don't we go ahead and test this prompt and how it resolves on my own contact record okay this is pretty good at first glance we have the amount that I could be refunded but at the end of the day this prompt isn't actually resolving the customer question I think we can do better than this and we can do better with retrieval augmented generation so let me show you how easy this is so what we're going

to do is we're going to bring in what we call a search Retriever and it does what it sounds like it does it retrieves the right data from all of that data you just connected to and grounds your prompt with it so I've gone ahead and put that in and I want to give some search parameters right here to the prompt and that's let's see how we did let's preview this all right this is so much better and if we go into that resolution text that we're scrolling through right now you can actually see the

exact part of the information I just connected to that is powering our prompt now why don't we see this in that experience for me with Sophie the saxs agent so when I ask about my order Sophie is now empowered with all that data that order management data and I've been making a lot of orders from sax lately so she's got to confirm if this is the right one she's right on the money here and now that we've confirmed that that's the right order Sophie can resolve that question in a matter of seconds now this would

have taken a service rep many different hours to go through all of their policies to resolve this case and sax was able to build this incredible customer experience end to end on the Salesforce platform and agent force without training a single model back to you [Applause] mark amazing sergeant and I think we're making the case don't you think I think we're making the case and it's a it's cool isn't it it's really amazing and I'll just you can give it a clan I I most as we kind of got ready to get going and especially

about 90 days ago that's when we said look there's only one way anyone is actually going to believe this you're going to have to let them put their hands in the soil and get going on the platform and that's when we said we're going to have to bring thousands of our employees here and work with thousands of our customers and make this work and it will be the largest most exciting deployment of Agents ever in the history of our industry and then everyone who does not understand agents or does not understand AI or doesn't understand

all the bits and the bites and the nuances and the nudging and all these things you have to do to kind of get your agent live and going you're going to figur it out while you're here with these people with these experts and with each other because that's what Trailblazers do and that is what is exciting about this dreamforce this is the dream force that we think is not only the most exciting but most important dream Force ever and we think that this is what AI was meant to be now we already know Salesforce is

this number one CRM and this is one of the reasons why the AI is so accurate it's because we have this incredible sales Cloud that you've invested so much in and now this sales cloud has a built-in SDR agent and a built sales coach agent to make your sales forces more successful you're going to see not only the new sales agent and sales capabilities but the new service cloud and the new service agents including the scheduling agent and the employee service agent and you're going to see the new marketing Cloud which has been Rewritten from

the exact Target stack into core so that it's all running right inside flow and not just inside Journey Builder because we want one flow right for all those agents running did you see how important flow was now flow is more important than ever so we need everything running in flow and while we love Journey Builder and journey Builder is awesome we need to move into a new environment inside flow itself to get the power that you're seeing here and that idea that marketing cloud has been rebuilt you're going to get your hands on that as

well here at this show and that level of personalization and all these things is coming very very soon and and instantly to our customers and commerce Cloud as well so Commerce Cloud we're going to have the emergency avilable now you're also going to have this incredible buyer agent and also we wrote Commerce Cloud into the core as well so that you can have Commerce on core and marketing on core and and also you're going to see this incredible new revenue and Order Cloud which is actually where I bought this suit because the company where I

bought this suit bery they use our order management system to make it happen and that is an incredibly powerful thing and that is going to include our new deal desk functionality as well and you're going to see this here at the show as well every cloud and every agent on one trusted platform every cloud and every agent on one trusted CL platform one workflow one metadata environment one data environment one sharing model environment One Security model oh and one more thing we also remember Tableau we bought that a few years ago the number one business

intelligence platform in the world well we were decided we're going to rewrite that too all on data Cloud all in core so you can visualize the whole thing as it's happening because you need these data visas and this ability to have this visualization capability look at that that you can visualize across the whole company across all your systems because it's all built in Tableau as well this is really capable and this Tableau agent is going to be GA now and Tableau pulse now you're going to have your hands on that it's all deeply integrated into

the data cloud and slack as well slack deeply integrated in the data Cloud slack deeply integrated into flow slack deeply integrated into our core platform platform so that you have one consistent interface one platform for the whole company for the whole customer 360 and you're going to want to of course do this by every industry so I talked to about the healthc care idea of course that's going to be a core part of our health cloud or our consumer goods cloud or our Net Zero Cloud helping all of our customers go net zero or public

sector cloud or health care and life s es Cloud we have this amazing New Life Sciences Cloud for Life Sciences companies helping them to build the next generation of pharmaceuticals how important do you think it is for agents to reach out to people who are going through some kind of Life Sciences pharmaceutical trial to check in on them how are you doing during the trial it's super important or in the health Cloud for the health care facilities like the doctors that I talked about earlier how important do you think it is for a Health Care

Organization like the ones that are testing Atlas now to do this to call you back how did the MRI go did you drink all the water to flesh out your contrast did you did you take the medication like we told you to do that is an incredible role for these agents so whether it is health care or public sector or Net Zero or manufacturing or energy or U or utilities or financial services or community Communications or consumer product goods or Media or Automotive or nonprofit each and every time and I'll tell you I have a

new car it's amazing you may know I'm a huge car person I love cars I'm always getting another car and GM sent me their new humme V it's awesome and we had helped them build this amazing OnStar platform they are awesome GM delivers the best customer success it's beyond my experience and every time I hit OnStar I get this incredible experience I love my car incredibly I want that next capable functionality I'm going to just build it into the autoc cloud also so that idea that every customer can have this next Generation experience and to

connect with their customer in a whole new way and use agents in these incredible ways that today this last mile to get to our customers is just too hard and we can do it in in this agent force platform so with that let me introduce you to Leah mcgaan hair who's going to give you an incredible demo Leah let's go let's go final inning I am so excited to share with you all this how Sachs uses agent force to scale their employees across all their Salesforce apps now rusia myself and Maximo have five use cases

we're going to walk you through so we're going to look at the merchandising team marketing team as well as inor advisors but first let's start with slack so here we are in the merchandising Channel and the buyer is sharing all the items they want to reorder for the upcoming season but what I want to bring your attention to is the upper right hand corner there's 25 people in there collaborating those are 25 humans right next to it you see three there's three agents in there as well collaborating well let's see what that actually looks like

in here we can see that Robbie is in there typing well Robbie is actually not human it's the Sachs merchandising agent powered by agent force and here its profile and here are all the things that it can do it has skills it has jobs and the knowledge that powers Robbie well this is great and you can see in there they're collaborating you got got folks in there asking questions Robbie's answering the questions just like any other teammate now here's the thing Robbie doesn't just answer questions Robbie also takes action but before we actually look at

the action Robbie takes I really want you to take this in what you are seeing is humans and agents collaborating in a slack Channel have you seen that before I can answer that for you no because no other platforms do this our competitors they're not like us they don't do this so this is pretty awesome so now let's actually look at the reorder process that was kicked off so in here the buyer when they want to look at the full reorder process they simply don't have to leave slack they can stay right there thanks to

Salesforce channels now channels have always been the core of slack but now with Salesforce channels you can bring the goodness of your CRM data right there in slack all the insights right into the flow of work right into your flow of conversations that is incredible now let's switch gears and look at how Sachs marketing team uses agent force with Tableau so here we have this beautiful dashboard but what I want to bring your attention to is the upper leftand corner viz here it shows how many agent force customer convers ations have had so that's a

great number and it's going up what would be really insightful to know what are they talking about what are our customers saying I can't get that from that number but here's the challenge that is unstructured data just like your slack messages just like your emails just like notes so it would take like a human and a a data marketer and all these folks hours and days and weeks to glean through all that data to find out the key words and what are they talking about but not for agent force with agent force the marketer can

simply ask why are these conversations on the rise and what are they actually talking about and agent force responds in natural language with an Insight around the keywords and agent force shares a viz agent force speaks viz too it gives a lovely viz of all the key words and it prompts the marketer if they want to further break that information down so we can break down this information and say what are they talking about for seasonal collections then it comes back and agent force says you know what folks really want to come into the store

and get their hands on that seasonal collection and agent force recommends adding an additional segment to an already existing campaign that's performing really well we're going to create a new segment for that now before we leave this rou and Maximo I want to stay here for a minute I want to give the folks a minute to take in what we just saw what we just saw you were able to get an Insight from that number and go all the way to action insight to action on one platform that is the power of Tableau on core

it now has access to all the metadata all your custom and standard actions that you have in your org whether it's existing clows or uh Apex or any of your prompts all of that you can build and take action I am telling you what I know there are no other applications that can do this so take it in I'm going give you a minute take it in that's a lot that's powerful let's go ahead and create a new segment that's a flow that gets kicked off right there so here we are and it kicked off

the flow agent force kicked off the flow and came back with 37,000 folks for our in store event probably don't have this capacity to handle that so the marketer goes back to agent force and says do you think you can you know bring this down a little bit to be compliant with our store occupancy level and agent force because it has access to all the data knows our top customers knows the compliance comes back with a more manageable number perfect now we have our campaign and we've got our segment created so now let's check it

out and see what it looks like from the website so we're back on the website and heav is over there and it's customized just for Heather as she shops on the mobile app and Heather's been eyeing this bag on there well Sophie is on there remember Sophie agent force they're ready to answer any question Heather may have because Sophie has the full context of who Heather is and Sophie invites Heather to the inore event because she says you know what you can get that bag in the in store right sh sh's like yeah let's get

the bag so we can get the go into the in store event and get the bag and you know Heather starts to get really excited about getting the bag and starts to ask about styling questions now you all heard Patrick talk about building agents and we put up guard rails guard rails are what they can and cannot do well Sophie cannot do styling that's not her job so when Sophie gets questions about styling she's instructed to pass over to a human and in this case that that's the Sachs advisor and that's exactly what Sophie's going

to do but before they do I know what you're thinking because I can read your mind I know what you're thinking oh my goodness Heather's going to have to repeat all the information that she shared with the agent or you know you all been there you've called you put in your account number you finally get to a human and they're like can I have your account number you're like did I not just punch that in well guess what not with Salesforce because when the in adviser comes into this screen here they have all the information

about Heather all are past purchases all the full conversations that she's had with the agent and the agent force even summarizes the conversation for the advisor so now what you're seeing is the advisor and agent force working together to answer all of Heather's styling questions well Heather is super jacked ready to come into the store for that inore event now let's stop fast forward into the future and it's the day of the inore event now now here's a we want to make sure that the digital experience and the physical experience are seamless for Heather and

thanks to the power of retail Cloud we can do just that now Asian force is providing details and all this information on Heather's unified profile on the client telling app that the instor advisor is using to get prepped on Heather so they can be prepared for her arrival so now when Heather comes into the store for the event she can receive that white glove treatment a treatment that's very demure very mindful right so she's in here shopping and really enjoying this now also she's going to get the bag she may get some additional items an

agent force can also process in store transactions as well as print receipts now what you're seeing is agent force is the constant thread from beginning to end so we can get heather to come back again and that my friends is how Sachs drives customer success with agent force across their customer 360 back to you Mark I'm going to do some [Applause] shopping all right was that amazing or what yeah it was pretty awesome um I uh you know I we were just talking we really think this is like an unbelievable opportunity it's probably the best

keynote team we've ever had the best keynote we've ever done uh did everybody check out our new cast register we have up here was that awesome did you see that that's part of our predic spring acquisition it's incredible it's going away on that desk but you're going to check that out of the show they're able to check out the store all of that is integrated into the whole platform it's the first time we have a physical device that we're offering as part of our product line with predic spring incredible I you can really see how

the platform has changed I think that this new kind I call it the rainbow slide really makes it clear what it is that we're doing and you can see this vision is really starting to unfold you we're ready for you to get going for agent force but we know all of you don't have all of our clouds installed right but talk to us here at the show and we're going to turn something new on for you called Salesforce foundations and Salesforce foundations is a free upgrade available for Enterprise Edition and higher and it will automatically

flip on sales Cloud marketing cloud service Cloud Commerce Cloud agent force and data Cloud for you automatically so that is going to be a big shift forward incredible vision for the future of all of our businesses and you are going to be able to build build your first agent pilot your agent force now you're going to become agent force agent Blazers here at the show really really excited for everyone here one last thing we are are also going to go on the road all over the world for you so oh sad Guru sitting right here

sadguru thank you for coming to dreamforce for the first time great to be with you thank you so much for being here with me so grateful for you the agent force World Tour all right you have colleagues you wish were here with you right folks that you wish had come to dreamforce we're going on the road all over the world look at all these cities that we're going to be traveling to I'm going to every single one no I'm not you are but it's going to be awesome and we hope to do here at these

shows what is happening here exactly including the launch plad so getting customers live and running and understanding what it is that's happening and hooking them up and making it all come together live for them this is so powerful and finally one last very important slide don't want to thank you so much for everything that you do for us we are so grateful and here's all our new friends we can't wait for this dream Force we can't wait for imagin dragons and pink tomorrow night can't wait to get your feedback look forward to talking to you

all during this conference thanks so much for coming everybody [Music] oh [Music]