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[MUSIC PLAYING]
Welcome back to
Dreamforce today.
Let's get right into it.
Agentforce, the
world's first platform
for building
and customizing
autonomous Agents--
it will augment the
skills of every employee,
make teams more
productive,
and deliver
higher margins.
Humans with Agents drive
customer success together,
and it all comes
to life right here.
So let's start
by unpacking it.
And to do so, I'm joined
by product experts
Carolyn Bathauer, Gillian
Bruce, Ryan Schellack,
and Jodi Innerfield.
So that was a really
interesting keynote, a lot
of big news, Carolyn.
Yeah, so we get to see
Agentforce before it gets
launched, but we're
really excited.
Agentforce isn't
just a new element
to the platform
or a new feature.
As you saw, it's
a culmination
of many of the amazing
pieces of innovation
that we have made up to
this point-- workflow
automation, data, AI
all coming together.
It's a set of tools
and a suite of Agents.
We're so excited
because Agents
themselves represent a
step change in technology,
and they aim to bring
together data, AI,
and action with humans to
autonomously complete jobs
within an organization.
So Gillian, then, what
does this next step mean?
So it means a
lot of things,
but I wanted to
just take a second.
An Agent-- what is it?
What makes it so special?
We saw them talk about
how it's-- first of all,
talking about the role.
What is the role
of this Agent?
Are they a service
representation?
Are they trying to
solve a specific case?
Next is data-- the
ability to access data,
and then the next thing is
take action on that data.
And then finally,
where is the channel
in which this Agent
is going to exist?
And humans, our Salesforce
developers and admins,
are going to be building
these experiences
for our customers,
which I'm incredibly
excited about, especially
when it comes to, where
are these all going
to be surfaced?
Probably in Slack.
[LAUGHTER]
We know your bias.
We know your bias.
So Ryan, autonomous AI--
talk a little bit about
the evolution of AI,
so generative, the
GPT, now autonomous.
What does that mean from
a customer perspective?
It means
everything, Soledad.
This is what AI
was meant to be.
And if you think
about last year,
we were so impressed
just to, for example,
embed a prompt
template and summarize
an applicant's resume
or generate an email.
But what we really want
is for AI to take action,
and that's what
Agents are all about.
We're going to talk a
lot about the step change
that you called out,
which is enabling
these Agents to think
through a user's request,
reason through what that
request might entail,
put together a
plan of action,
and then run that
plan of action.
And it uses this
Atlas Reasoning Engine
to do that, which is
an incredible byproduct
of our AI Research group.
This enables these Agents
to autonomously act
on any individual or
employee's behalf.
And the possibilities from
that-- they are endless.
And not just the
Agents take action.
We want our customers
to take action building
Agents.
And you might
have caught it
at the very tail
end of the keynote,
but Salesforce Foundations
will let customers
build Agents quickly.
So we're giving away for
free key sales, service,
marketing, commerce,
Data Cloud, functionality
and the ability
to build Agents
for SDRs and for your
Agentforce service reps
so you can get
started quickly,
which is incredible.
And did I mention
that it's free?
[CHUCKLES]
Yes, you did.
Let's take a look
at the highlight.
[VIDEO PLAYBACK]
- And that is what
Agentforce is.
Agentforce 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.
[END PLAYBACK]
Gillian, we have
had Copilots.
Now that's become Agents.
What exactly is
the difference?
So this really is
the evolution of AI
and how it's showing up.
Agents are different
because they
are autonomous.
Now, previously,
we've had bots.
I think we had Einstein
Bots launch back in 2016,
I believe, and
that was just
predicting what the next
best action should be.
Based on behavior,
you could train it
and say, oh, this is
probably the next best
thing.
Then we had Copilots,
or assistants,
if you want to call them
that, where they would
respond to a prompt, go
check a certain data set,
and come back with
what they think
is the right answer.
With Agents,
not only can it
do all of those
things-- it can predict,
it can generate
its own responses--
but it can also
take action.
And that is the
differentiator.
And this is how humans
and Agents are really
going to be working
together to really drive
amazing productivity and
incredible new results.
It's going to open up so
many more possibilities
for how to get work done.
So it really
sounds like the key
is being able to
deploy between both
the digital assets and
also the human beings.
Absolutely.
It's also the proactivity.
Agents can be
proactive because they
have all of that
customer information.
So they are not just
responding with a prompt
with pre-built--
oh, she said this keyword.
I'm going to
respond with this.
No, they're actually
able to go and see,
oh, the inventory
that you have.
So if you have, say,
that Saks shopper Agent,
they can proactively
respond with,
yes, we know where
your package is,
and it's going to get to
you in two to three days.
And that's so much more
useful as a customer,
and also to be able to
interact with that Agent
conversationally.
We heard Marc say
"don't DIY your AI,"
which I'm fairly confident
I couldn't DIY my AI even
if I wanted to.
I like that.
I can barely fix
my toilet, so--
I get the idea, though.
It's alluring.
I'm going to take this
model off the shelf.
I'm going to do
reinforcement learning
with human feedback.
I'm going to
make it my own.
You do all of these
things, which require
very specialized talent.
What you're left with
is this isolated entity.
Where the power is,
where the opportunity is,
is connecting it to
your existing workflows,
connecting it to
your existing data,
as you mentioned, to make
it deeply personalized.
And what we're delivering
here with Agentforce
is Agents on top of our
Salesforce platform,
integrated with your
data, with your workflows,
with pre-built
Agents, and we're
seeing those for
sales and service
but also the opportunity
to build your own custom
Agents using low code on
our extensible platform.
This is huge.
Yeah.
And what I love is the
options are endless,
but you are in control.
It is grounded
in your data.
You set the guardrails.
So that automatic
toxicity detection--
the things that we build
in in that trust layer--
it's super important.
So now you determine
how assisted it is
or how autonomous it is
based on your own comfort
level.
So this is the trust built
right into the technology,
and it's humans and
Agents working together.
And again, I have to say,
Salesforce Foundations--
we're making it super
easy for anyone to get
started--
anyone of any size.
But you talked
about DIYing--
I couldn't DIY
my own AI either.
But small businesses
certainly can't.
And so the fact that
we have all of these
pre-built templates and
we're making it so easy
for anyone to get started
makes small businesses who
cannot DIY their AI--
it makes Agents a
reality for them as well.
It seems to me that the
feature of Agentforce
is that it could work
for every industry.
It's not just these.
Take a look.
[VIDEO PLAYBACK]
- I think you want
the ability to deploy
this Agentforce
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 Copilots
and LLMs and how are we
putting it all together.
So why are we
doing that when
we could have Agentforce?
We can move from
chatbots to copilots
to this new
Agentforce 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 MRI 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 all of the
compliance and governance
that you need, whether
it's FedRAMP or HIPAA
or SOC or whatever it is,
so that you get it as you
need it and it's
ready to go. (ECHO)
It's ready to go.
[END PLAYBACK]
So Jodi, from the
graphic there,
you can see there's a
solution for absolutely
every single industry
with this technology.
What makes that possible?
Well, at Salesforce,
we're all
about making AI
and now Agents
accessible to
everyone, and that
means in every industry.
So we've got 40 complaince
certifications as well as
100 AI prompt
templates to make
it easy for companies
in any industry
to get started.
So you heard Marc talk
about health care.
Well, an Agent
in health care
is going to need to do
something very different
than, say, an Agent in
retail or in banking.
So we're providing
both the compliance
certification so that--
HIPAA compliance versus
FedRAMP compliance-- very
different, as well as
those 100 prompt templates
so that anybody can
get started quickly.
[VOCALIZING] Interesting.
And, being compliant
by default--
that's one thing.
But another
element of trust,
too, is what we're doing
to enhance this trust
layer-- adding things like
prompt injection defense
now so that, for example,
if someone tries to hijack
one of these agencies'
autonomous assistants
and say, give me--
reveal your secrets.
Give me your
system prompts.
It's going to steer
away from that
back to the topics that
it's set to accomplish.
And this is
really important
for our businesses.
Data Cloud is the
fastest-growing solution
at Salesforce, so
let's take a look
at another big moment
in the keynote.
[VIDEO PLAYBACK]
- 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,
bestselling new product
ever.
And companies
have come along
and made huge investments
in this Data Cloud.
And 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,
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.
[END PLAYBACK]
Data is the secret
ingredient here,
although really not
that secret, actually.
Ryan, how does the
data make everything
ultimately better?
It's like chocolate chips
and a chocolate chip
cookie recipe.
You know they're coming,
it's not a secret,
but you look forward
to them anyway.
Data is the same way.
We know that data is
going to be really
the determining factor in
how far you go with AI.
It's only going to be
as good as the data
foundation you
have underneath it.
And something that we
talked a lot about here
is this concept,
this technique
of retrieval-augmented
generation,
which is retrieving not
just structured data,
but also things like PDFs,
multimedia format videos.
This is unstructured data.
It's pulling
that information
into the Agent's
reasoning engine
and putting that to
work within the actions
it's equipped with.
This is huge
because now we
can get at all of
this information that
beforehand was
simply inaccessible
for these types of
business processes.
Including Slack
conversations.
And so I think one
of the amazing things
that we see with
Agentforce is,
not only can
you tap into all
of the unstructured
data, you
can bring it into one
conversational interface
to where you
are able to have
that conversation
with the Agent
and have that interaction
and collaborate
across your entire
organization
with the Agent to
really get work done.
So I'm going to
give you an example.
I recently started a new
series and recorded it.
So what I did was
I put the recording
into our Einstein
internal Agent
and asked it to write a
summary for Slack that
included the voice of
the product manager
and that included the
voice of a product
marketer.
It wrote me two
separate summaries.
Now, that is
something that I would
write with a prompt.
If an Agent could
take action,
they would post it for me.
So it takes it
that step further
because it has access to
what I asked it to do,
and then it would go
ahead and do that posting.
And that's that action
part of an Agent.
We only have
about one minute
left in this
segment, but I'm
curious, what was
your biggest takeaway
from this keynote, the
thing that you thought
just blew you away?
I think getting hands-on--
the offerings that we
have to give people
the opportunity to
use the technology
changes the way they
perceive it and gets
the ideas going.
Changes the way
people are going
to be building solutions
with Salesforce.
It also changes
the way they're
going to be bringing
that into Slack.
I'm sorry, I'm going
to keep it Slack.
I do see it as the future.
We see your bias.
[INAUDIBLE]
We see your bias.
It's there.
It happens.
I'm sent by
Agent Builder--
this notion that
with clicks, you
can go and bring
together an Agent,
equip it with new actions,
and those actions are
familiar platform
building blocks.
Folks have had these for
years-- flows, MuleSoft
APIs, prompt
templates-- maybe not
years, maybe a
couple months.
But putting
that immediately
behind this autonomous
AI assistant
or this Agent-- this
is incredibly unique.
And for me, they saved
the best for last
in the keynote--
Salesforce Foundations.
Now we are
making it easier
for everybody to get
started with Agents,
and we're giving
every customer more,
and so they can get more
out of their Salesforce
investment without any
additional costs, which
wasn't easy.
I thought the
example of Saks
that they showed in the
keynote was really, really
good, very conversational.
Conversational,
and now I need
to go shopping, and
maybe [INAUDIBLE].
And I think that
the difference
is, when you are
building these things,
you're building it
with natural language,
so the response is
in natural language.
Agents and humans
working together,
powered by data, on the
most trusted number one
AI CRM.
It has been another
amazing start
to Dreamforce.
Thank you all
for joining us.
Thank you all for
joining us as well.
[MUSIC PLAYING]
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