First what I
want to do is I
want to share a little
bit of my own experience
So we're approaching
the holiday season.
Thanksgiving is next
week and we're going
Any minute now,
it's probably
going to get
cold in New York.
It's been like summer
the whole time.
But I needed to
order a new outfit
because I've got some
holiday parties coming up.
In fact, I've
got an early one
starting right this week,
which is kind of crazy.
So I went on saks.com and
I ordered a new sweater.
And it came to my
house just a little bit
earlier this week and
it didn't quite fit.
It was a little
bit too small.
So I thought it would be
really fun to stand up
in the middle of a room
with, I don't know,
a couple thousand
people and call customer
So let's go ahead
and do that.
Hello, and thank you for
calling customer service.
If you know the
extension of the party
you are trying
to reach, you
To hear our store
hours, please press 1.
To start a return,
please press 2.
For product inquiries,
please press 3.
If you would like to speak
to a customer service
representative,
please press--
I don't know
about you guys,
but I don't want
to do any of that.
What I really want
to do is actually
I want to describe
my problem is,
and I want to get
some help really,
I think we
actually all know
where that's going to go.
I'm just going to
go to option four
and ask for an
agent anyway.
The irony of this
thing is there's
a whole kind of technique
in the customer service
It's called
case deflection.
They're just trying
to deflect you
from the more expensive
channel of actually
talking to a human being.
And the result is that you
kind of, most of the time,
don't actually get the
help that you need.
And that's
really not great.
That's not what we
want as consumers.
What we really want
is we want help.
Well, the good news
is it does not have
That experience
that I just had,
it doesn't have to
be that way anymore.
And it doesn't have
to be that way anymore
Now, earlier I mentioned
that Saks used agent force
to build a new AI
agent, and they did that
in just a little
bit over a week.
And so they call
this agent Sophie.
What I want to do now
is give Sophie a call
and see if the experience
is any different.
Hopefully a
little bit better.
Hi, I'm Sophie, your
Saks AI assistant.
How can I help you today?
I'm wondering if you
can help me with my most
I think I might have
gotten the wrong size.
I'm sorry to hear
that, Patrick.
Is this regarding the Saks
Collection seed stitch
crewneck sweater you
purchased last Saturday?
I think it might be just
a little bit too small.
I'm sorry the sizing
didn't work out.
Based on your
purchase history,
a size medium should
provide a relaxed fit.
This sweater is 100%
fine Italian wool,
so we recommend
dry cleaning only
to preserve the
integrity of the fibers
and avoid any
risks of shrinking.
Would you like to
go with a medium?
Fine Italian wool,
that sounds great.
Yeah, let's do the medium.
Based on your
shipping address,
you should receive it
within three to five
Actually, I've got
a party coming up
in just a couple
of days that I
was hoping to wear it to.
Is there any way that
we could get it to me
Unfortunately, that's
the fastest shipping
Would you like me
to transfer you
to someone who can
assist you further?
No, that's OK
for now, Sophie.
Got to hang up on Sophie.
So much, much
better experience.
The thing that I
like most about it
is that I was able to just
start talking and describe
I didn't have to listen
and interpret a menu.
I just was able to start
describing my problem,
and Sophie knew
exactly who I was.
This was one of
the cool things
about Agentforce,
is Agentforce knows
And I didn't have to
give an order number.
She was able to just
run all the queries,
and find my order,
and immediately start
That was a really
awesome experience.
But you may have
also noticed
there was one thing
there at the end
that she couldn't
help me with, which
is she couldn't come up
with an option for getting
the item to me, the
sweater to me a little bit
But Saks actually
does have a way
to do that, which is
they've got a store
right down the street
about a half a mile away
And so imagine if
Sophie could actually
identify that there's
a store nearby.
And then imagine
if Sophie could
look into the real-time
inventory of that store,
see if the
sweater is there.
If she knew that the
sweater was there and knew
that the store
was close by,
she might be able to
offer me a new option
to go to the store
and pick it up.
And then I'd
have it in time.
Now that sounds
kind of crazy.
It sounds like that might
take a long time to build.
But it really doesn't
with agent force.
And that's because of
our low-code tool Agent
I want to show you
just how easy it
is to configure these
agents to do exactly that.
So we're going to
go to the demo here.
I love our demo
team, but I
wanted to do
this demo myself
right here in front
of all of you.
Although to be
fair, they're there
So here we are
in Agent Builder.
You can see we've
got Sophie here,
and we've got a little bit
of a definition of what
her job is, and
the channels
But what I really
want to look here at
Now, our topics
are just kind
of groups of
knowledge, the things
that Sophie can
actually go and do.
And you'll see we've
got an Order Management
And if I look inside
of Order Management,
it's just got
a description
See, this is how
the AI is connecting
I was asking
about an order.
And so Sophie was able to
narrow in on this topic
and follow these
instructions.
She's just doing
it with reasoning.
Within this topic is a
whole bunch of actions.
And I can see, in fact,
some of the actions--
if you recognize these
icons here, a lot of these
These are actions
that we actually
She even modified
the order for me
But you'll notice
that there's
a few missing
actions here.
There's nothing about
identifying nearby stores
So if I wanted to give
Sophie the ability
to do that, actually,
all I'd have to do
And I've got
some actions here
that look like they might
be helpful, like Change
Delivery Method, Get
Nearby Stores, which you
can see as a MuleSoft
API, Schedule
But I don't have
anything to check
to see if I've
actually got
the sweater in the store.
So to do that,
what I need to do
is add a new Agent
Force action.
So I'm going to go
over here to Setup
and I'm going to click
Add New Agentforce Action.
And this is where you just
expose all of the MuleSoft
APIs and flows that you've
built to Agentforce.
And you can see
we've got Flow here.
All of the Flows that I've
already built in my system
With one click,
I can make them
But in this case, I want
to add a MuleSoft API,
because I happen
to have a store
inventory API actually
already all set up
I can change the inputs
and outputs if I need to.
The good news is
we don't need to.
We're just going to
go ahead and hit next.
And I can jump back over
here to Agent Builder.
And now when I
go in, and if I
refresh these
actions, you'll
see I've got a
new one here.
Let's add store inventory.
Let's add schedule
in store pickup.
We're going to need
to see if we've
So we're going
to add that API
and then we're going
to add Change Delivery
And I'm going
to click Finish.
And this is where
something really magical
I don't have to give
Sophie anything else.
I don't have to
write any code,
I don't have to write
any more instructions.
I just have to
provide the ability
to look at those actions
and identify what they
are, which Sophie can
do because they've
Now to prove that,
let's actually
chat with Sophie right
here in the chat interface
and see if this all works.
So I'm going to
put my name in
and I'm confident enough
to do a demo on stage,
So I'm cutting
and pasting.
So Hi, my name is
Patrick Stokes.
And we're going to
see Sophie work here.
And what's so cool
inside of Agent Builder
is I can actually
see Sophie thinking.
So she's selected
that topic
I mentioned the
word "order,"
so she went into
Order Management.
She's finding
my order number.
This is where she's
querying against the flow
And she's got a
response here.
So it looks like you still
need to select a delivery
But there's
something new here.
She's saying that now I
can pick it up in store.
That is pretty incredible.
How did she
figure this out?
She checked the
order status.
She looked at my
question, which is,
can I get it there sooner?
She realized that the
order status and "sooner"
So she's looking
now to see
if there's nearby stores.
She found a nearby
store and now she's
looking into the
store inventory
to see if the thing
is actually there,
Now she realizes she's
got to come back to me
and ask me if I would
prefer an in-store pickup.
We're going to
select pickup.
And we're going to see
the rest of the process
She's now changing
the delivery message,
running the Schedule
In-store Pickup flow,
and giving me my response.
Now we just tested this
inside of Agent Builder,
but let's see if this has
actually propagated out
to our Sophie customer
service call as well.
So let's go back and
call Sophie one more time
Hi, I'm Sophie, your
Saks AI assistant.
How can I help you today?
I just wanted to
see if I could
get an update on the
delivery time of my most
Is this regarding the
Saks Collection seed
We have two delivery
options available.
I can have it delivered
within three to five
business days or it can be
picked up as soon as today
at Saks New York in
Midtown Manhattan.
Which option
suits you better?
Yeah, let's do
Midtown Manhattan.
I don't know how I'm
going to get across town
that quick, but
let's do that.
I've placed the
order and notified
the in-store client
advisor that you
They will have
it ready for you
within the next
three hours.
Is there anything else
I can help you with?
I always forget to
hang up on Sophie.
So you can see just with a
few clicks inside of Agent
Builder, we've
given Sophie
She actually just reasoned
her way through that
and figured out that
there's a nearby store
and there's a way to
get me that item sooner.
And so you can
really see how
this is what AI
was meant to be,
how Agentforce is, what
AI was meant to be.
Think about the ways
that this can augment
Think about a customer
service rep actually
solving problems
so that they
don't have to go to that
live person all the time.
Think about what this
means for the customer
experience, for the
experience that I just
And most
importantly, think
about what this can
mean for your margins
and ultimately
for your revenue.