Joe Inzerillo opens up about how Salesforce thinks about AI ROI beyond cost savings, focusing on growth that's harder to quantify but far more transformative. He shares the internal story behind Salesforce's Help Agent — including the old marketing pages it accidentally surfaced and the competitor mishap that taught the team about the unpredictable, probabilistic nature of agents. Joe explains how Salesforce's "RS squads" (rapid innovation squads) pair technologists with business teams to tackle chronic, overlooked problems, like the legal team's contract-routing agent that now handles 100% of intake, saves 10,000 lawyer hours a year, and delivers roughly a 2,500% ROI. He also highlights PenFed's "Wingman" agent as a standout customer example, unpacks why fusing deterministic and probabilistic systems is critical for trust, safety, and cost efficiency, and lands on his central message: failure isn't something to fear — it's the data that gets you to a win.