I am very pleased to
welcome Salesforce
president and
chief product
officer, David Schmaier
to Salesforce Plus.
It's so nice to have you.
Thank you very
much for having me.
When you're chatting with
other leaders in the AI
space, what are the
things that they're
Well, the CEO for
every single company
is trying to
figure out how do I
apply AI for
competitive advantage.
So some of our
best customers
are companies like
Amazon and Uber.
They've completely
changed the game
And everybody
wants to do what
they did in their own
respective industries,
so they look for
Salesforce to be
So what are they telling
you they're excited about?
And what are they saying
they're concerned about?
What they're
excited about is
AI opens up incredible
new opportunities.
So it can know
every single one
It speaks every language.
These AI agents are
available 24/7seven.
So it provides incredible
leaps in productivity.
This is sort of the dream
of business software
that we've all
been thinking
about for decades, now
it's actually here.
And what customers want is
to have magical customer
I think you saw
the keynote today.
I thought that was a
great sort of walk-through
Yeah, Sophie, the
intelligent agent, like we
We showed like horrible--
like phone tree
We all have
experience that.
Yelling, I want a person.
Everyone groans
when they see that.
And then we saw it was
kind of like right out
of the movie Her,
Sophie like really knew
everything about
the customer,
It was very
conversational, and human,
and natural, and got
to the answer right
I mean, who
wouldn't want that?
Yeah, so that's what
everybody wants.
But what are they
worried about?
Are they having
conversations with you
about like, hey,
data, it's mine, I
Well, first of all,
our core value--
we have five of them,
but our most important
So that's been
true for 25 years.
So they want trusted AI,
enterprise AI that they
So they know that it's
not going to hallucinate,
that they know
that it's accurate,
that they know it's not
going to show bias or say
And so that's why our
agent-force platform,
which is the big reveal
here at Dreamforce,
is really a complete
game changer.
What companies
have been doing
is trying to build AI
themselves by assembling
And what we figured out
and this is something
we're very good
at Salesforce
is how to make it easy
that you can literally
turn on an agent, and in
your Salesforce instance,
in an hour, and be up and
running like the Saks demo
We brought them
live in seven days.
Step back for me
and explain to folks
so what exactly is the
Agentforce platform and AI
Agentforce is the
brand new extension
of the Salesforce platform
that we announced here
It culminates 25 years of
progress from the cloud,
to mobile, to social,
to democratizing
all your data,
and integrating,
and harmonizing,
unifying all the data.
We've been using
AI for 10 years.
We were one of the
first software companies
to build AI into
the software.
But now with generative
AI, when ChatGPT came out,
everybody said,
hey, there's
a whole new
category of AI that
can do incredible things.
So Agentforce allows
you to unleash
the power of sales agents,
service agents, marketing
agents, commerce agents,
to really give customers
what they want,
immediate answers,
intelligent responses,
immediate service.
And the results from
the early customers,
like OpenTable, and
Disney, and ADP,
They're just
completely loving it.
Marc talked today in
the keynote about Wiley,
the textbook
company, so this
is like their Super Bowl
at back-to-school season.
And they used to hire
all these contract
seasonal workers,
and now they
don't have to do that,
they use Agentforce.
And they found that the
customer satisfaction
scores were
off the charts.
And they found
that they didn't
have to hire any of those
seasonal workers at all
because they did it
all through agents.
What separates Agentforce
from other autonomous
One is most of
the industry
has been doing
do-it-yourself AI.
You too can be a
computer hobbyist,
and you take what's
called a large language
model from OpenAI which
makes ChatGPT or others.
And then you take
a data platform
and you take a
bunch of techniques.
One is called
RAG, and there's
They're higher-order
techniques.
And there's a whole bunch
of other capabilities,
like a vector
database, which
allows you to look
for similar answers
And companies are
assembling all this.
One bank is a
great case study.
They told us-- the
CEO of the bank said,
we spent 18 months
assembling all these piece
parts, and the results
are like 50% accuracy.
And then they worked with
Agentforce for two weeks,
and they got over
90% accuracy.
So I think that
says it all.
So the key is
that the platform
brings it all
together and makes
You don't have to do
the work yourself.
It's a completely
integrated platform
from the trust layer,
to the data cloud, which
harmonizes all your data,
to the applications,
what we call the
Customer 360.
So we unite all channels
of communication
across the company, both
across sales, marketing,
service, and commerce, or
text, SMS, WhatsApp, web,
We can kind of
integrate it all.
That's sort of what
we're known for.
That's what Salesforce
is the number one
Well, now we've added
agent force to that.
So 200,000 companies or
more that use Salesforce,
now they can just
turn on Agentforce.
And they can get
agents up and running
During Marc's keynote, we
turned on 125 customers
on Agentforce during
like the first hour
Where are you
seeing improvements
We're seeing incredible
improvements.
So we use Agentforce
internally.
We use it for
our sales people
to guide them through
intelligent next steps.
We use it to answer
customer questions.
We get hundreds of
millions of people
to our website, and we can
respond instantaneously
We're going
live imminently
and our customer
support operation, where
we already do a lot of
automation and answering
questions, or
resolving problems,
but now we're going to do
it all through Agentforce
us because it's sort
of a next level.
And what's amazing about
these Agentforce agents
They don't need
two weeks vacation.
They know single
one of our products.
They speak every
single language.
It's really a revolution.
What's the
biggest takeaway,
do you think, from
today, the keynote,
and what everybody's
learning about Agentforce?
My opinion is
the world's never
So we are in a new
agent-AI world.
That's like
what's happening.
And so I would have not
believed if you asked me
that someone could
have disintermediated
the taxicab industry,
but then Uber did it.
And then, today, I took
a Waymo, to get here.
So they're trying
to Waymo Uber.
And so what's happening
is this is the future.
And by the way, the Waymo,
experience was amazing.
And I think this is
the way of the future.
And you're going to see
agents coming to you
through our customers,
like OpenTable,
which has 150 million
diners, through ADP,
which processes 40
million people's payroll,
through Disney, which has
170 million people across
So Agentforce is here,
it's alive, and it's well,
and it's coming
to you shortly.
David Schmaier, nice to
talk to you, as always.
