Kogan.com, Australia's largest online-only retailer, is transforming its business with the latest innovations in Salesforce's Agentforce platform. This session, led by product marketing manager Ishmaher Chawla and CTO Goran from Kogan, explores Kogan's journey as an agentic enterprise, showcasing a live demo and discussing the significant results achieved through their implementation. The discussion also highlights trends in the retail service industry, such as the growing use of generative AI in product discovery and the importance of meeting customer expectations in today's e-commerce landscape.

Matt Martin, VP of Product at Agentforce, introduces the concept of Super Agents and their benefits for businesses. Joined by customers from Xero, Pearson, and Crocs, he explains how Super Agents resolve the challenges of managing multiple agents by providing a coherent, efficient customer experience. These agents can be tailored for specific departments while still ensuring effective routing and governance, enabling seamless interactions across various channels. The discussion highlights the importance of Super Agents in enhancing customer support and operational efficiency.

Joyce Luring leads a discussion at Dreamforce on enhancing customer trust in AI voice agents. The session explores key questions about what differentiates tolerable AI agents from those customers genuinely wish to use, focusing on understanding customer needs and improving natural interactions. Ryan Peterson joins to discuss how to create scalable, effective AI solutions that truly support customer service, addressing common frustrations and highlighting the importance of comprehensive use cases in AI development.

A panel of experts introduces purpose-built agents within Salesforce, highlighting the health, outbound sales, and supply chain agents. These agents aim to improve efficiency by automating processes that currently rely on email, Excel, and other manual methods, allowing customers to achieve significant time savings in operations. Attendees learn about the value each agent brings and insights into the product roadmap, as well as the integration of these agents with existing systems for enhanced performance and customer service.

Five Steps to Building Trusted AI Agents outlines essential strategies for developing AI agents with a focus on security and trust. Led by Debika Dutt, a Product Marketer at Salesforce, the session addresses common customer concerns about data security, prompt injection attacks, and the functionality of the Agentforce platform. It emphasizes Salesforce's core value of trust and highlights the platform's trust layer, which includes safeguards like prompt injection defense, dynamic data grounding, and zero data retention policies. The presentation guides viewers through each stage of the agent development lifecycle, ensuring a seamless experience for both developers and end users.

Jacob Hkeik, Director of Product Marketing for Agentforce and Data 360, discusses the development of smarter agents at Xero, focusing on the importance of architecture and organizational culture over mere prompts. Joined by AI architect Alex Crosson, they detail the creation of a live support system for customers and the initial challenges faced in enhancing the agent's capabilities. Attendees learn about the ambitious vision behind Xero's AI efforts and the lessons learned from testing various iterations of their service agents.

This session explores how to personalize your Coworker experiences using reusable AI skills, focusing on enhancing workplace efficiency. Coworker is designed to integrate seamlessly with your business data, allowing for tailored interactions based on individual work styles and processes. Presenters Katie McMahon and Liz Awad discuss the unique capabilities of AI skills, which enable users to customize their interactions with Coworker, making it adaptable and scalable for various roles and teams within an organization.

Abhi Rathna, PM Director from the Agentforce platform, along with engineering leader Alan George Thomas and CEO of FI-1440.io John Joseph, discuss the evolution of agent technology and its deployment across multiple channels. They highlight common challenges, such as the need for agents to adapt to different platforms without requiring extensive rebuilding. The session introduces the concept of custom connections for extending agents to unsupported channels like TikTok and Instagram, along with addressing compliance needs and enhancing user experience. Participants will gain insights into optimizing agent performance and reaching customers effectively through various communication channels.

This presentation discusses methods to reduce hallucinations in AI agents, focusing on Salesforce's Master Agent Script and Custom Evaluations. Presented by Vanchit Khare and Ashwin, it explores various processes in agent development, emphasizes the importance of conditional logic and custom scorers, and outlines six building blocks for enhancing agent scripts. The session aims to equip viewers with strategies to create more consistent and effective AI agents, leading to improved performance in tasks. A live demo is included to illustrate these concepts further.

Agentforce Observability introduces key features designed to enhance the performance and reliability of AI agents. Senior Director Manjeet Singh and Anupreet, an experienced Salesforce professional, discuss the importance of observability in building production-ready agents, emphasizing that while development has become easier, ensuring agents function correctly remains challenging. They outline the process of building, testing, and deploying agents, highlighting user analytics, optimization, and proactive alerts as essential components for monitoring effectiveness and user satisfaction. This session aims to equip attendees with insights to better leverage Agentforce Observability in their organizations.

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