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>> It's not just what is
>> It's not just what is
possible, it's what you are
possible, it's what you are
going to make possible. It's a
going to make possible. It's a
transformational moment.
transformational moment.
Agentforce.
Agentforce.
[MUSIC]
[MUSIC]
Agentforce.
Agentforce.
>> Agentforce.
>> Agentforce.
>> We're not just reimagining
>> We're not just reimagining
software, we're reimagining
software, we're reimagining
everything. It's called the
everything. It's called the
Agentic Enterprise powered by
Agentic Enterprise powered by
Agentforce. This is an Agentic
Agentforce. This is an Agentic
Revolution.
Revolution.
>> Big companies are using
>> Big companies are using
Agentforce.
Agentforce.
>> There has been a massive
>> There has been a massive
pivot as we are driving to
pivot as we are driving to
become an Agentic Enterprise.
become an Agentic Enterprise.
>> Agentforce is fundamentally
>> Agentforce is fundamentally
changing the nature of the
changing the nature of the
digital world.
digital world.
>> This is the internet again,
>> This is the internet again,
this is electricity. It's that
this is electricity. It's that
level of change.
level of change.
>> The rate and growth of
>> The rate and growth of
innovation. It's awesome. In
innovation. It's awesome. In
the last year.
the last year.
>> Salesforce crushed the
>> Salesforce crushed the
numbers in their operating
numbers in their operating
margins expanded.
margins expanded.
>> We are witnessing the
>> We are witnessing the
greatest transformation in
greatest transformation in
business history.
business history.
>> With a digital workforce.
>> With a digital workforce.
The game is completely changed.
The game is completely changed.
>> We got business value
>> We got business value
immediately.
immediately.
>> Agentforce revolutionize our
>> Agentforce revolutionize our
business.
business.
>> It was an incredible quarter,
>> It was an incredible quarter,
and a lot of it has to do with
and a lot of it has to do with
the customer success that we're
the customer success that we're
seeing.
seeing.
>> Around the world. Companies
>> Around the world. Companies
are embracing this new way of
are embracing this new way of
working.
working.
>> Humans, with agents driving
>> Humans, with agents driving
customer success together.
customer success together.
>> Together.
>> Together.
>> Together together.
>> Together together.
>> We just really think about
>> We just really think about
it as giving knowledge workers
it as giving knowledge workers
superpowers.
superpowers.
>> That gives me time to get
>> That gives me time to get
out with our partners and
out with our partners and
interact with them on a human
interact with them on a human
level.
level.
>> Salesforce has helped us do
>> Salesforce has helped us do
work quicker where it matters
work quicker where it matters
in the moment of truth.
in the moment of truth.
>> And you multiply that by the
>> And you multiply that by the
thousands and thousands of
thousands and thousands of
patients that we treat. How
patients that we treat. How
could you not want to do that.
could you not want to do that.
>> With Slack as the interface?
>> With Slack as the interface?
It's not just chat, it's not
It's not just chat, it's not
just collaboration. It's the
just collaboration. It's the
front door to the Agentic
front door to the Agentic
Enterprise.
Enterprise.
>> Slackbot is the most
>> Slackbot is the most
powerful AI tool that we use.
powerful AI tool that we use.
If you're running a business
If you're running a business
without Slack, you're doing it
without Slack, you're doing it
on hard mode.
on hard mode.
>> Salesforce the revenue's
>> Salesforce the revenue's
just terrific.
just terrific.
>> This is the next revolution.
>> This is the next revolution.
>> More than 5000 people have
>> More than 5000 people have
come to San Francisco.
come to San Francisco.
>> From Dreamforce.
>> From Dreamforce.
>> This, my friends, is the
>> This, my friends, is the
Agentforce 360 platform.
Agentforce 360 platform.
>> We are building $10 billion
>> We are building $10 billion
businesses in service, sales
businesses in service, sales
and data, all accelerated by AI.
and data, all accelerated by AI.
[MUSIC]
[MUSIC]
We have delivered 19 trillion
We have delivered 19 trillion
tokens to our customers. There
tokens to our customers. There
is no better metric for
is no better metric for
engagement. We have the vision
engagement. We have the vision
that this new Agentic
that this new Agentic
Enterprise is a system of
Enterprise is a system of
context, a system of work, a
context, a system of work, a
system of agency, and a system
system of agency, and a system
of engagement. This is the
of engagement. This is the
powerful moment, the Agentic
powerful moment, the Agentic
Revolution. There's no question
Revolution. There's no question
it is here.
it is here.
>> Like all good things at
>> Like all good things at
Salesforce, this is just the
Salesforce, this is just the
beginning.
beginning.
>> We saw a 185% increase in
>> We saw a 185% increase in
number of appointments.
number of appointments.
>> We have seen a massive
>> We have seen a massive
efficiency where we have
efficiency where we have
implemented the Agentforce in
implemented the Agentforce in
the range of 25 to 30%.
the range of 25 to 30%.
>> We're at 87% automation of
>> We're at 87% automation of
the claims process. Nobody else
the claims process. Nobody else
does that.
does that.
>> I think he pushed the chips
>> I think he pushed the chips
in and transform your business.
in and transform your business.
>> We've gone faster with
>> We've gone faster with
Agentforce and we have gone
Agentforce and we have gone
with any other technology. This
with any other technology. This
is the Agentic Enterprise.
is the Agentic Enterprise.
>> Please welcome President and
>> Please welcome President and
Chief Marketing Officer
Chief Marketing Officer
Salesforce Patrick Stokes.
Salesforce Patrick Stokes.
>> All right. Good morning
>> All right. Good morning
everybody. Welcome to
everybody. Welcome to
Agentforce World Tour, New York.
Agentforce World Tour, New York.
We're here. Guys. We did it. I
We're here. Guys. We did it. I
don't think this is my call to
don't think this is my call to
make, but I think we did it. I
make, but I think we did it. I
think winter is over. I think
think winter is over. I think
we have finally made it to
we have finally made it to
spring. We are just a few days
spring. We are just a few days
away, a few weeks away from
away, a few weeks away from
Memorial Day. The sun is out.
Memorial Day. The sun is out.
The Parker House is going to
The Parker House is going to
open on Friday with Pat Roddy.
open on Friday with Pat Roddy.
I think we finally did it. And
I think we finally did it. And
you know what else? You know
you know what else? You know
what else? Your New York City
what else? Your New York City
Knickerbockers are winning
Knickerbockers are winning
games by 30 points in the
games by 30 points in the
playoffs. How about that last
playoffs. How about that last
night? Amazing game. Now I'm
night? Amazing game. Now I'm
going to apologize ahead of
going to apologize ahead of
time. You can probably hear it
time. You can probably hear it
in my voice, but I was not at
in my voice, but I was not at
that game last night. I didn't
that game last night. I didn't
go because it would take me
go because it would take me
weeks to recover because I am
weeks to recover because I am
46 years old, but mostly
46 years old, but mostly
because every one of the
because every one of the
smiling people here, everybody
smiling people here, everybody
on my team, all of our
on my team, all of our
presenters, the people in the
presenters, the people in the
back wearing headsets, we are
back wearing headsets, we are
professionals and we do not go
professionals and we do not go
out on school nights. Now,
out on school nights. Now,
speaking of school nights,
speaking of school nights,
today is a school day. It's a
today is a school day. It's a
work day, and I can't help but
work day, and I can't help but
notice that all of you have
notice that all of you have
chosen to spend that day not at
chosen to spend that day not at
work, but here with us in the
work, but here with us in the
Javits Center, right here at
Javits Center, right here at
Agentforce World Tour. And of
Agentforce World Tour. And of
course, we need to thank you
course, we need to thank you
for doing that. Thank you for
for doing that. Thank you for
spending your morning with us.
spending your morning with us.
We really appreciate it. Thank
We really appreciate it. Thank
you to our customers, our
you to our customers, our
amazing partners, our employees.
amazing partners, our employees.
And I see some around the room,
And I see some around the room,
some of our amazing
some of our amazing
Trailblazers who have been with
Trailblazers who have been with
us through this entire journey.
us through this entire journey.
Thank you for spending your day
Thank you for spending your day
with us here today. Now, we
with us here today. Now, we
have a lot to unpack today. We
have a lot to unpack today. We
have an incredible opportunity,
have an incredible opportunity,
a growth, a scale opportunity
a growth, a scale opportunity
in front of us that I don't
in front of us that I don't
think any of us have really
think any of us have really
seen before. And we need to
seen before. And we need to
unpack all of that. But before
unpack all of that. But before
we do, it's always a good place
we do, it's always a good place
to start to just take a moment
to start to just take a moment
and reflect on our core values,
and reflect on our core values,
the values that have been with
the values that have been with
us for 27 years of trust,
us for 27 years of trust,
customer success, innovation,
customer success, innovation,
equality, and sustainability.
equality, and sustainability.
These values are so important
These values are so important
to Salesforce, so important to
to Salesforce, so important to
the broader ecosystem that you
the broader ecosystem that you
all have created with us. And
all have created with us. And
it's important for us to just
it's important for us to just
reflect on these at every step.
reflect on these at every step.
Now, these values are more than
Now, these values are more than
just words on a slide. They're
just words on a slide. They're
built into the very way that we
built into the very way that we
run this company, this
run this company, this
organization, in this entire
organization, in this entire
ecosystem. In fact, we think
ecosystem. In fact, we think
when we started this company 27
when we started this company 27
years ago now, not me, but Mark
years ago now, not me, but Mark
and Parker, they started with
and Parker, they started with
this idea that business can be
this idea that business can be
the greatest platform for
the greatest platform for
change. And they built this
change. And they built this
model, we call it the one one,
model, we call it the one one,
one model, where 1% of our
one model, where 1% of our
equity, 1% of our time and 1%
equity, 1% of our time and 1%
of our product, we give back
of our product, we give back
into our local communities
into our local communities
where Salesforce is. And we're
where Salesforce is. And we're
so proud of the impact that
so proud of the impact that
we've achieved. But the thing
we've achieved. But the thing
on this slide that I'm always
on this slide that I'm always
most proud of is the impact
most proud of is the impact
that you all have achieved as
that you all have achieved as
well. 19,000 organizations,
well. 19,000 organizations,
companies around the world have
companies around the world have
chosen to adopt this model as
chosen to adopt this model as
well. Some of you are probably
well. Some of you are probably
in the room with us today.
in the room with us today.
Thank you for doing that. Thank
Thank you for doing that. Thank
you for expanding that, that
you for expanding that, that
impact as well. Now, running an
impact as well. Now, running an
organization of Salesforce size
organization of Salesforce size
while also driving impact like
while also driving impact like
that is no easy task, but we've
that is no easy task, but we've
really done it together because
really done it together because
we believe that you can do well
we believe that you can do well
while doing good. And the
while doing good. And the
evidence is right here on this
evidence is right here on this
slide, you can see this
slide, you can see this
incredible growth trajectory
incredible growth trajectory
that Salesforce has been on and
that Salesforce has been on and
some of these recognitions that
some of these recognitions that
we've received along the way
we've received along the way
that we're very proud of. But
that we're very proud of. But
the thing that we like to
the thing that we like to
remind ourselves here at
remind ourselves here at
Salesforce is that it's not
Salesforce is that it's not
just us doing this. It's really
just us doing this. It's really
because of all of you. It's
because of all of you. It's
because of our customers. It's
because of our customers. It's
because of our partners. It's
because of our partners. It's
because of the Trailblazers
because of the Trailblazers
that every day wake up and
that every day wake up and
think and look at their
think and look at their
business and think of new ways
business and think of new ways
that Salesforce can help solve
that Salesforce can help solve
problems and move these
problems and move these
organizations forward. Now,
organizations forward. Now,
you've been guiding us along
you've been guiding us along
that way for 27 years and
that way for 27 years and
really guiding all of the
really guiding all of the
innovation at Salesforce as
innovation at Salesforce as
well. Together, together with
well. Together, together with
all of you, we helped move into
all of you, we helped move into
the cloud era with CRM, with
the cloud era with CRM, with
Sales Cloud, moving into the
Sales Cloud, moving into the
cloud era and out of on prem.
cloud era and out of on prem.
We helped together. We moved
We helped together. We moved
into the mobile era, we moved
into the mobile era, we moved
into the social era as well,
into the social era as well,
and we've done that all
and we've done that all
together over 27 years.
together over 27 years.
Building the innovation, the
Building the innovation, the
technology and the ecosystem
technology and the ecosystem
around these big changes and
around these big changes and
disruptions. But there's
disruptions. But there's
another one sitting right in
another one sitting right in
front of us today, and I think
front of us today, and I think
it's bigger than all of these
it's bigger than all of these
combined. I think that it's the
combined. I think that it's the
biggest growth and scale
biggest growth and scale
opportunity that any of us will
opportunity that any of us will
see in our lifetimes, at least.
see in our lifetimes, at least.
Well, most of us, maybe there's
Well, most of us, maybe there's
some like 18 year olds sitting
some like 18 year olds sitting
in the room that are going to
in the room that are going to
live on Mars or the moon
live on Mars or the moon
someday. But I think it's this
someday. But I think it's this
upcoming revolution that's
upcoming revolution that's
going to get us there. And of
going to get us there. And of
course, that is the revolution
course, that is the revolution
of Agentic AI Agentic AI is
of Agentic AI Agentic AI is
changing every single
changing every single
experience. It's changing the
experience. It's changing the
very foundation of how software
very foundation of how software
is built. And we're going to
is built. And we're going to
unpack that quite a bit today.
unpack that quite a bit today.
But really what it is, is it's
But really what it is, is it's
a growth opportunity. You know,
a growth opportunity. You know,
you can see these stats here,
you can see these stats here,
30% profitability projected for
30% profitability projected for
banks by 2030. 85% of
banks by 2030. 85% of
pharmaceutical workflows will
pharmaceutical workflows will
now be enhanced by AI agents.
now be enhanced by AI agents.
This is just an incredible
This is just an incredible
opportunity for us to rethink
opportunity for us to rethink
how our business works. And
how our business works. And
that's exactly what Salesforce
that's exactly what Salesforce
has done. We don't want you to
has done. We don't want you to
rethink your business and do
rethink your business and do
that all yourself. We want to
that all yourself. We want to
go out and pioneer that
go out and pioneer that
ourselves. And so about two
ourselves. And so about two
years ago, Mark sat everybody
years ago, Mark sat everybody
down. I remember we were on an
down. I remember we were on an
all hands call and he said,
all hands call and he said,
from this day forward,
from this day forward,
Salesforce itself is going to
Salesforce itself is going to
be an Agentic Enterprise. We
be an Agentic Enterprise. We
are going to look across our
are going to look across our
entire business, and we are
entire business, and we are
going to figure out what it
going to figure out what it
takes to bring humans and
takes to bring humans and
agents together across every
agents together across every
part of our business, across
part of our business, across
service, across sales, across
service, across sales, across
our employee use cases, and
our employee use cases, and
even across all of our
even across all of our
engineers right now. Today,
engineers right now. Today,
every single engineer at
every single engineer at
Salesforce is coding side by
Salesforce is coding side by
side with a coding agent, and
side with a coding agent, and
this is driving our pace of
this is driving our pace of
innovation faster than we
innovation faster than we
really ever thought was
really ever thought was
possible. And I think we're
possible. And I think we're
just at the bottom of that
just at the bottom of that
curve. It only has up to go.
curve. It only has up to go.
Now, of course, these
Now, of course, these
opportunities are available to
opportunities are available to
you all, but the thing that we
you all, but the thing that we
hear most often is where do we
hear most often is where do we
get started? Right? We
get started? Right? We
understand the opportunity, but
understand the opportunity, but
how do we get started? Well, at
how do we get started? Well, at
Salesforce, we didn't actually
Salesforce, we didn't actually
start with engineering. We
start with engineering. We
didn't start with sales. We
didn't start with sales. We
started in service. And that's
started in service. And that's
exactly where we think you all
exactly where we think you all
can start as well, because
can start as well, because
service is something that we
service is something that we
all kind of understand
all kind of understand
intuitively, right? We all have
intuitively, right? We all have
customers, we all have
customers, we all have
employees, those customers and
employees, those customers and
those employees from time to
those employees from time to
time. They need help. They need
time. They need help. They need
help. And what's so interesting
help. And what's so interesting
about services is it's a clear
about services is it's a clear
use case with clear ROI for the
use case with clear ROI for the
most organizations. You know
most organizations. You know
exactly what your service
exactly what your service
center costs you, and you know
center costs you, and you know
exactly what the ROI of getting
exactly what the ROI of getting
that customer help is. So it's
that customer help is. So it's
a clear and repeatable use case.
a clear and repeatable use case.
Now, you want to be able to
Now, you want to be able to
deploy that, that agentic
deploy that, that agentic
service across multiple
service across multiple
channels, across your website,
channels, across your website,
across your phone, across
across your phone, across
WhatsApp, across all of your
WhatsApp, across all of your
apps. And Agentforce Service
apps. And Agentforce Service
helps you do exactly that. And
helps you do exactly that. And
we know that because we've done
we know that because we've done
it ourselves. We started on our
it ourselves. We started on our
website. You can go to this
website. You can go to this
today, help.salesforce.com.
today, help.salesforce.com.
This used to be an experience
This used to be an experience
designed for basically search
designed for basically search
as a human being, you would go
as a human being, you would go
to help.salesforce.com. You
to help.salesforce.com. You
would be presented with kind of
would be presented with kind of
an index, and you would search
an index, and you would search
around and try to find the
around and try to find the
articles that can help you. And
articles that can help you. And
it wasn't a wonderful
it wasn't a wonderful
experience. Now eventually
experience. Now eventually
where it landed most of the
where it landed most of the
time is you would have to open
time is you would have to open
a case and then wait and wait
a case and then wait and wait
for a human being to pick up
for a human being to pick up
that case and get you help, but
that case and get you help, but
not anymore. Today, if you go
not anymore. Today, if you go
to help.salesforce.com, you're
to help.salesforce.com, you're
greeted by Agentforce. You just
greeted by Agentforce. You just
talked to it, you ask it what
talked to it, you ask it what
you need and it's going to help
you need and it's going to help
find you that answer. But every
find you that answer. But every
once in a while, maybe it won't.
once in a while, maybe it won't.
And that's okay too, because
And that's okay too, because
it's going to hand you off in
it's going to hand you off in
real time to a human being.
real time to a human being.
Because this is all backed by
Because this is all backed by
Salesforce and the platform.
Salesforce and the platform.
It's not some standalone
It's not some standalone
solution that you have to
solution that you have to
integrate. It's already
integrate. It's already
integrated. So when you hand
integrated. So when you hand
off to a human being, they have
off to a human being, they have
the full context of the
the full context of the
conversation that's already
conversation that's already
happened. It's a really
happened. It's a really
incredible experience. Now,
incredible experience. Now,
just about a month ago, we
just about a month ago, we
expanded. We went from our
expanded. We went from our
website to something a little
website to something a little
bit harder to do. And that is
bit harder to do. And that is
our one 800 number. Probably
our one 800 number. Probably
everyone in this room has a one
everyone in this room has a one
800 number on their website
800 number on their website
somewhere. And when you call it,
somewhere. And when you call it,
what is that experience like?
what is that experience like?
Well, you get that IVR process,
Well, you get that IVR process,
you click button, you have to
you click button, you have to
wait and understand the menu,
wait and understand the menu,
but not with one 800 software.
but not with one 800 software.
You all can call this number.
You all can call this number.
Do it after the keynote, please.
Do it after the keynote, please.
Not right now, but you can call
Not right now, but you can call
this number and experience what
this number and experience what
it's like to talk to Agentforce
it's like to talk to Agentforce
Voice right now. You just start
Voice right now. You just start
talking, you tell it what you
talking, you tell it what you
need and it's going to try to
need and it's going to try to
get you the help. But just like
get you the help. But just like
help.salesforce.com, when it
help.salesforce.com, when it
can't get you that help, it's
can't get you that help, it's
just going to seamlessly hand
just going to seamlessly hand
you off to a human being. It's
you off to a human being. It's
going to bring all of that
going to bring all of that
context, all of that
context, all of that
information. So you're not
information. So you're not
starting from scratch. We've
starting from scratch. We've
all experienced that when we
all experienced that when we
get transferred and we have to
get transferred and we have to
kind of repeat our problem,
kind of repeat our problem,
that doesn't happen with
that doesn't happen with
Agentforce Service because it's
Agentforce Service because it's
seamlessly integrated across
seamlessly integrated across
the entire telephony stack,
the entire telephony stack,
across the entire contact
across the entire contact
center stack. It's all there.
center stack. It's all there.
It's going to work for you. So
It's going to work for you. So
this, we think, is the smartest
this, we think, is the smartest
way to get started with Agentic
way to get started with Agentic
AI. Now, we think that every
AI. Now, we think that every
company should attack this
company should attack this
opportunity across sales,
opportunity across sales,
across service, across
across service, across
marketing, across their
marketing, across their
operations, across their supply
operations, across their supply
chain. We think that every
chain. We think that every
company needs to become an
company needs to become an
Agentic Enterprise, just like
Agentic Enterprise, just like
you see Salesforce doing, and
you see Salesforce doing, and
how you'll see some of our
how you'll see some of our
customers doing it in a few
customers doing it in a few
moments. But we also know that
moments. But we also know that
this is not all that easy. And
this is not all that easy. And
the reason it's not that easy
the reason it's not that easy
is just because it's different.
is just because it's different.
It's a brand new technology.
It's a brand new technology.
Like I said, it's changing the
Like I said, it's changing the
way software works. And what
way software works. And what
we're seeing is that in many
we're seeing is that in many
organizations, 95% of your AI
organizations, 95% of your AI
pilots are failing. They're not
pilots are failing. They're not
actually making it to
actually making it to
production. It turns out it's
production. It turns out it's
pretty easy to build a little
pretty easy to build a little
demo. It's really hard to get
demo. It's really hard to get
something enterprise ready.
something enterprise ready.
Well, what is it that is making
Well, what is it that is making
it so hard? Well, what's making
it so hard? Well, what's making
it so hard is that you've heard
it so hard is that you've heard
this from us before. From me
this from us before. From me
before the MLM alone. The AI
before the MLM alone. The AI
alone. It turns out it's not
alone. It turns out it's not
enough. It's not enough. What
enough. It's not enough. What
you need is you need to bring
you need is you need to bring
your business context, your
your business context, your
understanding, your permissions,
understanding, your permissions,
your policies. You need to
your policies. You need to
bring all of that and connect
bring all of that and connect
it to that. LM it needs to have
it to that. LM it needs to have
that context. It needs to be
that context. It needs to be
aware of who is asking the
aware of who is asking the
questions so that the answer it
questions so that the answer it
gives that person isn't an
gives that person isn't an
answer that some other person
answer that some other person
should get. There's the
should get. There's the
complicated permissions and
complicated permissions and
policies, right? These are
policies, right? These are
things that I think when we
things that I think when we
build these demos, we take them
build these demos, we take them
for granted. But these are the
for granted. But these are the
things that rear their ugly
things that rear their ugly
head when it comes time to
head when it comes time to
actually move this stuff into
actually move this stuff into
production. The Agentic
production. The Agentic
Enterprise are the ones that
Enterprise are the ones that
are breaking through and
are breaking through and
solving these problems, and
solving these problems, and
we're doing that because of
we're doing that because of
what we're doing within
what we're doing within
Salesforce. You know, every so
Salesforce. You know, every so
often we remind ourselves of
often we remind ourselves of
our mission. Salesforce has had
our mission. Salesforce has had
the same mission for 27 years
the same mission for 27 years
that we want to help you, our
that we want to help you, our
customers, connect with your
customers, connect with your
customers in a whole new way.
customers in a whole new way.
And that's really what this is
And that's really what this is
all about. How can we help you
all about. How can we help you
connect your customers and your
connect your customers and your
employees and all of your
employees and all of your
workflows and all of your
workflows and all of your
platforms to a genetic AI to
platforms to a genetic AI to
benefit from this exponential
benefit from this exponential
growth curve before your
growth curve before your
competitors do. That's our job
competitors do. That's our job
at Salesforce to deliver you
at Salesforce to deliver you
that platform. And we've been
that platform. And we've been
doing it for 27 years, as I
doing it for 27 years, as I
said, bringing you from cloud
said, bringing you from cloud
to mobile to Agentforce just
to mobile to Agentforce just
about a year and a half ago
about a year and a half ago
with we launched it, but now we
with we launched it, but now we
need something new. We need
need something new. We need
something specifically designed
something specifically designed
to go fix those problems, those
to go fix those problems, those
integration challenges of how
integration challenges of how
do we bring the AI itself to
do we bring the AI itself to
the context and understanding
the context and understanding
of your business and your
of your business and your
customers? What does that
customers? What does that
actually look like in real life?
actually look like in real life?
Not in a demo, but in practice?
Not in a demo, but in practice?
What does it look like? Well,
What does it look like? Well,
just two weeks ago at our
just two weeks ago at our
developer conference at TD, in
developer conference at TD, in
fact, it was Joe and Zarella.
fact, it was Joe and Zarella.
He's right up there in the
He's right up there in the
front row, sitting next to
front row, sitting next to
Marianne in the green. He
Marianne in the green. He
rolled out the solution and we
rolled out the solution and we
call this Salesforce Headless
call this Salesforce Headless
360. Now, in a developer
360. Now, in a developer
conference, you can roll out a
conference, you can roll out a
word like headless and
word like headless and
everybody understands. At New
everybody understands. At New
York World Tour. I'm not sure
York World Tour. I'm not sure
that that word makes any sense.
that that word makes any sense.
I think maybe there's a few of
I think maybe there's a few of
you that are like, what,
you that are like, what,
headless? That's a weird name.
headless? That's a weird name.
What is this? What does this
What is this? What does this
mean? Well, I want to unpack
mean? Well, I want to unpack
this just a little bit. You
this just a little bit. You
know, what headless means is
know, what headless means is
we've decoupled the underlying
we've decoupled the underlying
platform from the user
platform from the user
interface. And that is really
interface. And that is really
important because what AI has
important because what AI has
done is it has totally changed
done is it has totally changed
software. As I mentioned, I
software. As I mentioned, I
want you to think about this
want you to think about this
for a moment. Every single
for a moment. Every single
piece of software that has ever
piece of software that has ever
existed, that has ever been
existed, that has ever been
built and written in the entire
built and written in the entire
history of the world was coded
history of the world was coded
by a human being alone. If it
by a human being alone. If it
requires implementation, like a
requires implementation, like a
lot of enterprise software, it
lot of enterprise software, it
was implemented by a handful of
was implemented by a handful of
human beings, and then it's
human beings, and then it's
used by only human beings. What
used by only human beings. What
Agentic AI does is it changes
Agentic AI does is it changes
all three of those things. Your
all three of those things. Your
software can now be written,
software can now be written,
can now be built from the
can now be built from the
ground up by not just a human,
ground up by not just a human,
but by a human who's augmented
but by a human who's augmented
by a coding agent. So we can
by a coding agent. So we can
innovate faster. Your
innovate faster. Your
implementations, which used to
implementations, which used to
take dozens, maybe hundreds of
take dozens, maybe hundreds of
individuals and months to
individuals and months to
complete six, nine, 12 months
complete six, nine, 12 months
to complete. And implementation
to complete. And implementation
can now be done in just a few
can now be done in just a few
days if we do this right. And
days if we do this right. And
then finally, your actual, the
then finally, your actual, the
end product, the applications,
end product, the applications,
the thing that your users need
the thing that your users need
to use. We don't need complex
to use. We don't need complex
UIs anymore. In fact, just a
UIs anymore. In fact, just a
few weeks ago at our recent
few weeks ago at our recent
Slack event, Parker Harris, our
Slack event, Parker Harris, our
co-founder, stood up and said,
co-founder, stood up and said,
you may never have to log in to
you may never have to log in to
Salesforce again. And we're
Salesforce again. And we're
going to unpack what that looks
going to unpack what that looks
like. All three of these, these
like. All three of these, these
layers are being changed by
layers are being changed by
Agentic AI. And so what
Agentic AI. And so what
headless 360 represents is a
headless 360 represents is a
reinvention of our platform
reinvention of our platform
designed for all three of those
designed for all three of those
changes. It's customer first,
changes. It's customer first,
as you would expect, it's agent
as you would expect, it's agent
first, it's conversational,
first, it's conversational,
it's unified, and it's
it's unified, and it's
extensible. Now let's unpack.
extensible. Now let's unpack.
Each of those had this 360.
Each of those had this 360.
It's it's agent first. It is
It's it's agent first. It is
open to any agent. Now, what
open to any agent. Now, what
does this mean? Well, if you
does this mean? Well, if you
think about the way agents work,
think about the way agents work,
they have an LLM, but they need
they have an LLM, but they need
context. They need data. So how
context. They need data. So how
do we get that data to it?
do we get that data to it?
Right. That's one of the most
Right. That's one of the most
fundamental problems that
fundamental problems that
everybody has when building
everybody has when building
agents is how do we get the
agents is how do we get the
data to the agent? Well, what
data to the agent? Well, what
we've had to do is develop new
we've had to do is develop new
protocols. In partnership with
protocols. In partnership with
Anthropic, we developed a new
Anthropic, we developed a new
protocol where we didn't. They
protocol where we didn't. They
developed it. We helped
developed it. We helped
implement it called MCP. This
implement it called MCP. This
is a protocol that connects
is a protocol that connects
your data right to the AI. It
your data right to the AI. It
does it securely so that as
does it securely so that as
you're interacting with an
you're interacting with an
agent, all of that context
agent, all of that context
about your business comes over.
about your business comes over.
The entire Salesforce platform
The entire Salesforce platform
is now available as open MCP
is now available as open MCP
servers. So you can build
servers. So you can build
agents with Salesforce, you can
agents with Salesforce, you can
build agents outside of
build agents outside of
Salesforce, and all of that
Salesforce, and all of that
context is available to those
context is available to those
agents. You can implement with
agents. You can implement with
our with those agents, you can
our with those agents, you can
implement Salesforce with Cloud
implement Salesforce with Cloud
code, whatever you want to do.
code, whatever you want to do.
All of that is now open. Your
All of that is now open. Your
developers that are in the room
developers that are in the room
are back home. Tell them this.
are back home. Tell them this.
This is going to solve one of
This is going to solve one of
the most fundamental problems
the most fundamental problems
for them. Now, when I keep
for them. Now, when I keep
saying data, connect all this
saying data, connect all this
data, well, what are we really
data, well, what are we really
talking about? We're talking
talking about? We're talking
about is the context of your
about is the context of your
business and all of that
business and all of that
context, how your business
context, how your business
works, your sales motion, your
works, your sales motion, your
service motion, right? All of
service motion, right? All of
that context, your products,
that context, your products,
how your products show up, all
how your products show up, all
of that is codified inside of
of that is codified inside of
Salesforce's application, sales,
Salesforce's application, sales,
service, commerce, marketing,
service, commerce, marketing,
and more. And all of the
and more. And all of the
industry add ons that come on
industry add ons that come on
top. Now, all of that is
top. Now, all of that is
available as an MCP server so
available as an MCP server so
that your agents can start to
that your agents can start to
build and connect with those
build and connect with those
applications as well. And we
applications as well. And we
can do this really across any
can do this really across any
workflow. We can do it in any
workflow. We can do it in any
interface. As I said, you may
interface. As I said, you may
never have to log in to
never have to log in to
Salesforce again. So where are
Salesforce again. So where are
you logging in? Well, we're
you logging in? Well, we're
seeing user behavior change,
seeing user behavior change,
right? People are now working
right? People are now working
inside of meetings and they
inside of meetings and they
just want the agent. They're
just want the agent. They're
within the meeting. They're now
within the meeting. They're now
off on ChatGPT or Claude
off on ChatGPT or Claude
investigating or researching
investigating or researching
some things. And they want an
some things. And they want an
agent right there as well. And
agent right there as well. And
another huge advancement of
another huge advancement of
Agentforce 360 is this ability
Agentforce 360 is this ability
to bring your agents to bring
to bring your agents to bring
Agentforce across any surface.
Agentforce across any surface.
Now, there's one service that's
Now, there's one service that's
really important, and that, of
really important, and that, of
course, is where your employees
course, is where your employees
are. And your employees can
are. And your employees can
really be anywhere. They can be
really be anywhere. They can be
in teams, but they can also be
in teams, but they can also be
inside of Slack. Now, what
inside of Slack. Now, what
we've done with agents with
we've done with agents with
headless 360 is we've made it
headless 360 is we've made it
possible for Slackbot to
possible for Slackbot to
connect these agents to all of
connect these agents to all of
your business context. So as
your business context. So as
your employees are working
your employees are working
inside of Slack, they get the
inside of Slack, they get the
answers that they need. They're
answers that they need. They're
able to understand what's going
able to understand what's going
on with their programs and in
on with their programs and in
my case, their campaigns
my case, their campaigns
without ever leaving Slack.
without ever leaving Slack.
This is what Parker meant by
This is what Parker meant by
you may never have to log into
you may never have to log into
these discrete applications
these discrete applications
again. We're able to just
again. We're able to just
consolidate all of that UI into
consolidate all of that UI into
a conversational experience
a conversational experience
right here inside of Slack. And
right here inside of Slack. And
then, of course, we need to get
then, of course, we need to get
all of our data together. We do
all of our data together. We do
that with Data 360, and you all
that with Data 360, and you all
have heard a lot about Data 360
have heard a lot about Data 360
from us in the past. This is
from us in the past. This is
incredible. Now with
incredible. Now with
Informatica as well, we can
Informatica as well, we can
touch every entity across your
touch every entity across your
organization and connect all of
organization and connect all of
that as well. And we can do it
that as well. And we can do it
in a federated way. Now, the
in a federated way. Now, the
last thing we need is this
last thing we need is this
needs to be an ecosystem. We
needs to be an ecosystem. We
need this to be extensible,
need this to be extensible,
which is another little bit of
which is another little bit of
a developer word, but it just
a developer word, but it just
means that all of your
means that all of your
developers, as they're building
developers, as they're building
on Salesforce, they can build
on Salesforce, they can build
that and they can put it back
that and they can put it back
into an ecosystem. So everyone
into an ecosystem. So everyone
in this room can get benefits
in this room can get benefits
from what other companies are
from what other companies are
doing if they want. It's not
doing if they want. It's not
just about Salesforce, it's
just about Salesforce, it's
about the broader ecosystem.
about the broader ecosystem.
And what pulls this all
And what pulls this all
together is what we've been
together is what we've been
working on for about two and a
working on for about two and a
half, three years now, which is
half, three years now, which is
a complete re-architecture of
a complete re-architecture of
Salesforce in order to make
Salesforce in order to make
this possible, in order to get
this possible, in order to get
it ready for these agents, for
it ready for these agents, for
these coding agents, for these
these coding agents, for these
implementation agents, and
implementation agents, and
ultimately for your humans,
ultimately for your humans,
your agents, and your platforms
your agents, and your platforms
to work together. It's all
to work together. It's all
based on this agentic
based on this agentic
architecture with the models,
architecture with the models,
your data, all of your business
your data, all of your business
process, your agents, and then
process, your agents, and then
your user experience. Now
your user experience. Now
there's Agentic Enterprise just
there's Agentic Enterprise just
like Salesforce doing exactly
like Salesforce doing exactly
this. We're seeing Pandora hit
this. We're seeing Pandora hit
60% autonomous case deflection
60% autonomous case deflection
in just a few weeks. That's
in just a few weeks. That's
incredible. We're seeing Lennar,
incredible. We're seeing Lennar,
which is the country's biggest
which is the country's biggest
home builder, booking home
home builder, booking home
tours now completely
tours now completely
autonomously with their Lisa
autonomously with their Lisa
agent. This is presenting an
agent. This is presenting an
opportunity of scale and growth
opportunity of scale and growth
for every organization. And
for every organization. And
that's exactly what we want to
that's exactly what we want to
show you today. And as usual,
show you today. And as usual,
we are going to do that the way
we are going to do that the way
we always do it through the
we always do it through the
lens of three incredible
lens of three incredible
customers. We're going to start
customers. We're going to start
with Canada Goose. We're going
with Canada Goose. We're going
to go to engine, and then we're
to go to engine, and then we're
going to go to Dell. And to
going to go to Dell. And to
help get us started, if there
help get us started, if there
was a Mount Rushmore of
was a Mount Rushmore of
Salesforce speakers, this next
Salesforce speakers, this next
speaker would almost certainly
speaker would almost certainly
be on it. Please welcome the
be on it. Please welcome the
incomparable Leah McGowan pair.
incomparable Leah McGowan pair.
>> Thank you Patrick. I think
>> Thank you Patrick. I think
that was the best intro. Mount
that was the best intro. Mount
Rushmore, I'll take it. Hello
Rushmore, I'll take it. Hello
New York, it's always great to
New York, it's always great to
be back at my old stomping
be back at my old stomping
ground. Shout out to Brooklyn.
ground. Shout out to Brooklyn.
So to preparing for you. Okay,
So to preparing for you. Okay,
Brooklyn, I see you. To prepare
Brooklyn, I see you. To prepare
for this. I did a little retail
for this. I did a little retail
research in which the Canada
research in which the Canada
Goose Store and I was not alone.
Goose Store and I was not alone.
It looks like our amazing demo
It looks like our amazing demo
drivers, Miles and Gus also did
drivers, Miles and Gus also did
too. And listen, when I went to
too. And listen, when I went to
that store, I can attest to the
that store, I can attest to the
fact that Canada Goose is a
fact that Canada Goose is a
global leader in premier
global leader in premier
performance luxury. Now, even
performance luxury. Now, even
the best of brands struggle
the best of brands struggle
with how to provide that
with how to provide that
premier service across
premier service across
disconnected channels. Now,
disconnected channels. Now,
before Agentforce, providing
before Agentforce, providing
that high touch service
that high touch service
required their teams to jump
required their teams to jump
frantically from screen to
frantically from screen to
screen, piecing together data.
screen, piecing together data.
All the while the customer
All the while the customer
waiting. But today, Canada
waiting. But today, Canada
Goose has turned that customer
Goose has turned that customer
journey into a continual
journey into a continual
conversation by automating over
conversation by automating over
89% of their routine tasks,
89% of their routine tasks,
it's freed up their teams time
it's freed up their teams time
to go ahead and focus on that
to go ahead and focus on that
high touch service that drives
high touch service that drives
customer loyalty. Now, I know
customer loyalty. Now, I know
many of you are here in this
many of you are here in this
audience, and you may have
audience, and you may have
teams that are feeling that
teams that are feeling that
same pain point of providing
same pain point of providing
that luxury experience across
that luxury experience across
disconnected data. But what if,
disconnected data. But what if,
what if we could take away the
what if we could take away the
time from them managing
time from them managing
handoffs and running around,
handoffs and running around,
getting together data and
getting together data and
focused entirely on the
focused entirely on the
customer? Well, I'm going to
customer? Well, I'm going to
show you a demo that's not a
show you a demo that's not a
what if, but a what is, and
what if, but a what is, and
it's going to show you how we
it's going to show you how we
can make this a reality. We're
can make this a reality. We're
going to start with an amazing
going to start with an amazing
voice first experience, and
voice first experience, and
then we're going to jump into
then we're going to jump into
the power, the full power of
the power, the full power of
the Salesforce platform, and
the Salesforce platform, and
see how Data 360 really powers
see how Data 360 really powers
that experience. And then we're
that experience. And then we're
going to look at how do we bake
going to look at how do we bake
in trust and control? How do we
in trust and control? How do we
create these amazing
create these amazing
experiences? We're going to
experiences? We're going to
pull back the curtains a little
pull back the curtains a little
bit. Are you all up for this?
bit. Are you all up for this?
All right, so let's get into it.
All right, so let's get into it.
So here we are at the Canada
So here we are at the Canada
Goose website. And Fiona,
Goose website. And Fiona,
because Salesforce is headless,
because Salesforce is headless,
has options. She can either
has options. She can either
choose, you know, messaging,
choose, you know, messaging,
voice or even online. She
voice or even online. She
chooses to call. And because
chooses to call. And because
this is built on the world's
this is built on the world's
number one CRM, the agent
number one CRM, the agent
already has full context of the
already has full context of the
customer. So let's listen in.
customer. So let's listen in.
>> Hi. Thanks for calling
>> Hi. Thanks for calling
Canada Goose. How can I help
Canada Goose. How can I help
you?
you?
>> Hi. I'd like to make a
>> Hi. I'd like to make a
return.
return.
>> Absolutely. Fiona, I am
>> Absolutely. Fiona, I am
pulling up your details now.
pulling up your details now.
Are you calling about your most
Are you calling about your most
recent order?
recent order?
>> Yes.
>> Yes.
>> Got it. I have your order
>> Got it. I have your order
here. I also have your contact
here. I also have your contact
details. Would you like me to
details. Would you like me to
send your return label to your
send your return label to your
email or through WhatsApp?
email or through WhatsApp?
>> Through WhatsApp? And I'm
>> Through WhatsApp? And I'm
looking for something a little
looking for something a little
lighter for spring. Do you have
lighter for spring. Do you have
any recommendations?
any recommendations?
>> Done? I've just sent it to
>> Done? I've just sent it to
your WhatsApp. For personalized
your WhatsApp. For personalized
recommendations, I'll connect
recommendations, I'll connect
you with a Canada Goose style
you with a Canada Goose style
expert who can help you find
expert who can help you find
the right option.
the right option.
>> Perfect.
>> Perfect.
>> Thank you.
>> Thank you.
>> Now, that was perfect. Thank
>> Now, that was perfect. Thank
you so much, Fiona. And you
you so much, Fiona. And you
know, Patrick was right. Winter
know, Patrick was right. Winter
is over. So I need a little
is over. So I need a little
lighter jacket as well. That
lighter jacket as well. That
was amazing. And let's unpack
was amazing. And let's unpack
what we just experienced. When
what we just experienced. When
Fiona called in, they
Fiona called in, they
immediately recognized her.
immediately recognized her.
There was no identification or
There was no identification or
repetition, and the agent
repetition, and the agent
didn't just answer the
didn't just answer the
questions. It took action,
questions. It took action,
processing the return and
processing the return and
sending the label to her
sending the label to her
preferred channel, which in
preferred channel, which in
this case was WhatsApp. Now
this case was WhatsApp. Now
what also was really
what also was really
interesting is what you didn't
interesting is what you didn't
see. Agentforce was behind the
see. Agentforce was behind the
scenes working with the CRM,
scenes working with the CRM,
pulling in data from Data 360
pulling in data from Data 360
and analyzing the voice calls
and analyzing the voice calls
for intent signals and
for intent signals and
rendering it right here in the
rendering it right here in the
Agentforce command center. But
Agentforce command center. But
now let's jump into the
now let's jump into the
perspective of the stylist. I
perspective of the stylist. I
also want you to note, when
also want you to note, when
Fiona had a question about
Fiona had a question about
styling, it seamlessly brought
styling, it seamlessly brought
in an agent, a stylist here. So
in an agent, a stylist here. So
here we're looking at
here we're looking at
Agentforce Command Center. Now
Agentforce Command Center. Now
this is the full power of the
this is the full power of the
platform here. This is not just
platform here. This is not just
some customer contact center
some customer contact center
bolted on and stitched together
bolted on and stitched together
with some AI tool. What you're
with some AI tool. What you're
seeing here is voice CRM data
seeing here is voice CRM data
AI agents native to the
AI agents native to the
platform. So the stylist has
platform. So the stylist has
everything they need right at
everything they need right at
their fingertips to go ahead
their fingertips to go ahead
and help the customer. And
and help the customer. And
because this is powered by Data
because this is powered by Data
360, the stylist has the full
360, the stylist has the full
context of the customer, not
context of the customer, not
just the service incident. Here
just the service incident. Here
they can see their past
they can see their past
purchases, their preferences,
purchases, their preferences,
and every engagement across the
and every engagement across the
touchpoints and right alongside
touchpoints and right alongside
the stylist, Agentforce is
the stylist, Agentforce is
going ahead and serving up
going ahead and serving up
recommendations so that the
recommendations so that the
stylist can focus totally on
stylist can focus totally on
the customer and not playing
the customer and not playing
catch up or searching. Now,
catch up or searching. Now,
here's the thing. Most AI
here's the thing. Most AI
systems, they can answer
systems, they can answer
general questions. I'll give
general questions. I'll give
them that, but very few can
them that, but very few can
carry this context, this level
carry this context, this level
of context into every customer
of context into every customer
interaction. Now, in my role, I
interaction. Now, in my role, I
get to work with our PhDs, our
get to work with our PhDs, our
forward deployed engineers
forward deployed engineers
shout out to them, okay,
shout out to them, okay,
they're in the back, but
they're in the back, but
because they're working hard
because they're working hard
now, here's the thing. We get
now, here's the thing. We get
to work with our customers and
to work with our customers and
building out our roles and
building out our roles and
responsibility of the agents.
responsibility of the agents.
And as you heard Patrick say
And as you heard Patrick say
earlier, everything in
earlier, everything in
Salesforce is now exposed as an
Salesforce is now exposed as an
API MCP or CLI command. I know
API MCP or CLI command. I know
that's a lot of three letter
that's a lot of three letter
acronyms, Leah, but this is
acronyms, Leah, but this is
what democratizes access to our
what democratizes access to our
agents. It gives them access to
agents. It gives them access to
all the goodness of the
all the goodness of the
platform. This is the essence
platform. This is the essence
of headless. Your customers
of headless. Your customers
aren't tied to a certain
aren't tied to a certain
channel. They move. We move
channel. They move. We move
just like that. We meet the
just like that. We meet the
customers where they're at,
customers where they're at,
right? And here it allows us to
right? And here it allows us to
bring humans, agents, and the
bring humans, agents, and the
platform together in a really
platform together in a really
powerful way. So what I want to
powerful way. So what I want to
do, if you all are up for it,
do, if you all are up for it,
what I want to do is pull back
what I want to do is pull back
the curtains even a little bit
the curtains even a little bit
more and show you how we were
more and show you how we were
able to create this magic. Are
able to create this magic. Are
you up for that? Okay, so here
you up for that? Okay, so here
we are in Agentforce Builder.
we are in Agentforce Builder.
This is where we design and
This is where we design and
deploy agents. Now in here,
deploy agents. Now in here,
there's a lot of goodness.
there's a lot of goodness.
We're going to go ahead and
We're going to go ahead and
expose one of our sub agents.
expose one of our sub agents.
Now this is where you define
Now this is where you define
the behavior of your agents,
the behavior of your agents,
what they can, but even more
what they can, but even more
importantly, what they cannot
importantly, what they cannot
do. And if you notice, this is
do. And if you notice, this is
all done in natural language.
all done in natural language.
Now, I want you to remember
Now, I want you to remember
when Fiona called in, the agent
when Fiona called in, the agent
knew who she was. And I know
knew who she was. And I know
you're thinking, well, how did
you're thinking, well, how did
that happen, Leah? Well, I'm
that happen, Leah? Well, I'm
going to tell you right here,
going to tell you right here,
we gone ahead and got the
we gone ahead and got the
information. We got their name,
information. We got their name,
their past orders, all of their
their past orders, all of their
information right there. So the
information right there. So the
model is reasoning in real time,
model is reasoning in real time,
grounded in customer data. Now,
grounded in customer data. Now,
also, if you remember when
also, if you remember when
Fiona started asking style
Fiona started asking style
questions, the agent was like,
questions, the agent was like,
whoa, let me bring in a human
whoa, let me bring in a human
to handle that. That's because
to handle that. That's because
we put in a guardrail that said
we put in a guardrail that said
right there when when asking
right there when when asking
for styling, bringing a human.
for styling, bringing a human.
That, my friends, is not a
That, my friends, is not a
suggestion. That is a rule that
suggestion. That is a rule that
cannot be broken. Just think
cannot be broken. Just think
about in financial services or
about in financial services or
health care. A wrong answer
health care. A wrong answer
isn't just a bad customer
isn't just a bad customer
experience. It can be a
experience. It can be a
compliance risk and we don't
compliance risk and we don't
want those. So here we define
want those. So here we define
it. Once in, it's executed
it. Once in, it's executed
everywhere. Built once,
everywhere. Built once,
activated everywhere. Now I
activated everywhere. Now I
want to pull back the curtains
want to pull back the curtains
just a little further. You guys
just a little further. You guys
open for that? Yeah. Okay. Are
open for that? Yeah. Okay. Are
you still with me? All right.
you still with me? All right.
So now what I want to do. I'm
So now what I want to do. I'm
going to show you actually the
going to show you actually the
code behind this agent for
code behind this agent for
script. Right. The power of
script. Right. The power of
agent for script. This code
agent for script. This code
right here is the code behind
right here is the code behind
the agent. Remember the agent
the agent. Remember the agent
that Fiona was engaging with?
that Fiona was engaging with?
Just nod your head. Yeah, I
Just nod your head. Yeah, I
remember that. Leah. This is
remember that. Leah. This is
the code that built that agent
the code that built that agent
and now you're thinking, okay,
and now you're thinking, okay,
so what? That's great. Most
so what? That's great. Most
people think, okay, a developer
people think, okay, a developer
wrote that plot twist. No, this
wrote that plot twist. No, this
was built by a coding agent
was built by a coding agent
here in Agentforce Vibes. Now
here in Agentforce Vibes. Now
you could use cloud code Codex
you could use cloud code Codex
cursor. Your choice. It doesn't
cursor. Your choice. It doesn't
matter. It all works in
matter. It all works in
Agentforce. But what you're
Agentforce. But what you're
seeing is an agent created by
seeing is an agent created by
an agent I know, shut the front
an agent I know, shut the front
door. This is amazing. And what
door. This is amazing. And what
it does is it lets you go
it does is it lets you go
beyond the limits of human
beyond the limits of human
capacity. Now, don't get me
capacity. Now, don't get me
wrong, I love to code. But you
wrong, I love to code. But you
know what I love better?
know what I love better?
Watching my ideas come to
Watching my ideas come to
fruition faster, innovating
fruition faster, innovating
faster, accelerating innovation
faster, accelerating innovation
that I love more. But what
that I love more. But what
you're seeing is human design
you're seeing is human design
agent built. That is an Agentic
agent built. That is an Agentic
Enterprise. And so we were able
Enterprise. And so we were able
to see the amazing story of
to see the amazing story of
Canada Goose. But I also want
Canada Goose. But I also want
to share another amazing story
to share another amazing story
of a customer engine. Let's go
of a customer engine. Let's go
ahead and roll the film.
ahead and roll the film.
>> Engine was a company going
>> Engine was a company going
through explosive growth.
through explosive growth.
>> There's now a thousand of us
>> There's now a thousand of us
inside the company. It's just
inside the company. It's just
scaled tremendously. We're a
scaled tremendously. We're a
modern travel and spend
modern travel and spend
management platform. It's a
management platform. It's a
very big space, very ripe for
very big space, very ripe for
disruption.
disruption.
>> Members of our support team
>> Members of our support team
were doing 300 cancellations a
were doing 300 cancellations a
day.
day.
>> We were all doing the best
>> We were all doing the best
we could with the tools and
we could with the tools and
resources we had available to
resources we had available to
us at the time.
us at the time.
>> But there was still only so
>> But there was still only so
far you could go with that.
far you could go with that.
>> You simply need something
>> You simply need something
that is ubiquitous that
that is ubiquitous that
everything can tie into.
everything can tie into.
Salesforce is the operating
Salesforce is the operating
system that makes it seamless.
system that makes it seamless.
It's the platform that the
It's the platform that the
world runs on.
world runs on.
>> We had the use case, we had
>> We had the use case, we had
the right partner. Dmitry and I
the right partner. Dmitry and I
just had the willpower, we're
just had the willpower, we're
going to get this thing done.
going to get this thing done.
>> We built what's now called
>> We built what's now called
Ava Engines virtual assistant
Ava Engines virtual assistant
in 12 days.
in 12 days.
>> The first few days were
>> The first few days were
spent just opening up
spent just opening up
Agentforce Builder typing in
Agentforce Builder typing in
prompts. We tried to break it
prompts. We tried to break it
every which way we could before
every which way we could before
we put it in front of customers.
we put it in front of customers.
>> I've worked with chatbots in
>> I've worked with chatbots in
the past and agents are just a
the past and agents are just a
lot different. Trailhead makes
lot different. Trailhead makes
it very easy to start learning
it very easy to start learning
and that allowed us to develop
and that allowed us to develop
Eva very quickly. We track how
Eva very quickly. We track how
many of our cases are actually
many of our cases are actually
handled by Eva and we are at
handled by Eva and we are at
50%. She could now recall
50%. She could now recall
information about a booking,
information about a booking,
answer people's questions about
answer people's questions about
their reservations, saving the
their reservations, saving the
rep so much time so that they
rep so much time so that they
can focus on things that really
can focus on things that really
matter.
matter.
>> Now we have five agents
>> Now we have five agents
helping across the company,
helping across the company,
whether that's customer facing
whether that's customer facing
or employee facing. Agentic AI
or employee facing. Agentic AI
is only as powerful as the
is only as powerful as the
systems that you connect it to.
systems that you connect it to.
Making sure it's rooted and
Making sure it's rooted and
connected to the right data is
connected to the right data is
mission critical.
mission critical.
>> Data 360 is at the heart of
>> Data 360 is at the heart of
our infrastructure. Without it,
our infrastructure. Without it,
we wouldn't be unified.
we wouldn't be unified.
>> And for customers, you're
>> And for customers, you're
getting what you want faster.
getting what you want faster.
Slackbot now is essentially an
Slackbot now is essentially an
extension of the knowledge base.
extension of the knowledge base.
New people can go in and
New people can go in and
Slackbot and say, who does this?
Slackbot and say, who does this?
And where would I find that?
And where would I find that?
Having our entire knowledge
Having our entire knowledge
base in Slack in a moment's
base in Slack in a moment's
notice, this game changer.
notice, this game changer.
>> Slackbot truly is the
>> Slackbot truly is the
ultimate teammate.
ultimate teammate.
>> Five years ago, the question
>> Five years ago, the question
always was, is this possible?
always was, is this possible?
Can we do that? And now it's
Can we do that? And now it's
like, of course we can.
like, of course we can.
>> We're having Agentforce,
>> We're having Agentforce,
Data 360, Tableau, and Slack
Data 360, Tableau, and Slack
integrated in one system. It's
integrated in one system. It's
just extremely efficient.
just extremely efficient.
>> It's no longer humans versus
>> It's no longer humans versus
agents. It's humans with agents.
agents. It's humans with agents.
>> Csat goes up, costs to
>> Csat goes up, costs to
deliver go down. Customers are
deliver go down. Customers are
happier. We're getting them
happier. We're getting them
answers faster.
answers faster.
[MUSIC]
[MUSIC]
What's the trade off? There's
What's the trade off? There's
no trade off.
no trade off.
>> You can feel it from every
>> You can feel it from every
person at engine. We all
person at engine. We all
actually believe in this
actually believe in this
Agentic Enterprise.
Agentic Enterprise.
>> This is an incredible
>> This is an incredible
opportunity for all these
opportunity for all these
businesses. If you run on
businesses. If you run on
Salesforce today, I mean you're
Salesforce today, I mean you're
nuts if you don't.
nuts if you don't.
>> Please welcome Rob Seamen.
>> Please welcome Rob Seamen.
>> Thank you. Leah, raise your
>> Thank you. Leah, raise your
hand if you traveled in for
hand if you traveled in for
this event. All right, so
this event. All right, so
engine is a B2B travel platform
engine is a B2B travel platform
that makes travel for large
that makes travel for large
events and even planning large
events and even planning large
events like this easier for
events like this easier for
people like you and me. And
people like you and me. And
while there are 1000 people,
while there are 1000 people,
what's really cool about engine
what's really cool about engine
is they were agent first and
is they were agent first and
Slack first. From day one.
Slack first. From day one.
They're not just experimenting
They're not just experimenting
with AI, they're running their
with AI, they're running their
entire business on it. And I
entire business on it. And I
want to show you how they are
want to show you how they are
using the headless 360 to power
using the headless 360 to power
their business, but how you can
their business, but how you can
use it to transform yours. And
use it to transform yours. And
I'm going to start with a new
I'm going to start with a new
acquisition we made of a
acquisition we made of a
company called qualified.
company called qualified.
Qualified is an amazing company
Qualified is an amazing company
with an amazing product called
with an amazing product called
Piper. What Piper is is an
Piper. What Piper is is an
energetic SDR that sits on your
energetic SDR that sits on your
website and actually turns that
website and actually turns that
web traffic traffic into
web traffic traffic into
pipeline and buyers 24 over
pipeline and buyers 24 over
seven. Now, Piper can determine
seven. Now, Piper can determine
the intent of the user. It can
the intent of the user. It can
reach deep into your CRM system.
reach deep into your CRM system.
It can qualify leads, it can
It can qualify leads, it can
book meetings, it can have the
book meetings, it can have the
voice and tone of your brand,
voice and tone of your brand,
and you can actually brand it
and you can actually brand it
as you would like, as you'll
as you would like, as you'll
see here in a second as engine
see here in a second as engine
did. And it's going to be the
did. And it's going to be the
starting point of our demo
starting point of our demo
today. We're going to walk you
today. We're going to walk you
through web traffic on
through web traffic on
engine.com, and we're going to
engine.com, and we're going to
show you how Eva, the branded
show you how Eva, the branded
Piper agent for engine, is
Piper agent for engine, is
actually qualifying leads and
actually qualifying leads and
booking meetings directly with
booking meetings directly with
sales reps. We're going to show
sales reps. We're going to show
you how those sales reps are
you how those sales reps are
prepping for those meetings
prepping for those meetings
through Slackbot and using
through Slackbot and using
Tableau and the MCP servers
Tableau and the MCP servers
that Patrick mentioned earlier.
that Patrick mentioned earlier.
And then lastly, we're going to
And then lastly, we're going to
actually do a meeting with a
actually do a meeting with a
customer, and we're going to
customer, and we're going to
show you how you can automate
show you how you can automate
CRM. Again, as Parker said,
CRM. Again, as Parker said,
never actually going into a
never actually going into a
Salesforce interface, but doing
Salesforce interface, but doing
this all in a headless fashion
this all in a headless fashion
that improves seller
that improves seller
productivity. So I'm going to
productivity. So I'm going to
start here on the engine
start here on the engine
website here. You'll see it's
website here. You'll see it's
an end to end B2B travel
an end to end B2B travel
platform. So what I want to do
platform. So what I want to do
is actually look over here on
is actually look over here on
the right. And here you can see
the right. And here you can see
Eva, the AI, SDR agent. And
Eva, the AI, SDR agent. And
what's cool about Eva is I can
what's cool about Eva is I can
actually just speak to her. You
actually just speak to her. You
saw this in the in the previous
saw this in the in the previous
demo as well, but I'm going to
demo as well, but I'm going to
hop in here and I'm going to
hop in here and I'm going to
request to speak with Eva. I'm
request to speak with Eva. I'm
going to switch my mic real
going to switch my mic real
quick so you don't have to hear
quick so you don't have to hear
the echo. Hey, Eva, we're
the echo. Hey, Eva, we're
organizing corporate events
organizing corporate events
across a few cities globally.
across a few cities globally.
Can engine help with booking
Can engine help with booking
travel for large groups and
travel for large groups and
tracking spend?
tracking spend?
>> Here's a quick visual. Our
>> Here's a quick visual. Our
platform lets you book flights,
platform lets you book flights,
hotels, and rental cars all in
hotels, and rental cars all in
one place with one invoice and
one place with one invoice and
no cancellation fees. How big
no cancellation fees. How big
are these groups you're
are these groups you're
managing travel for?
managing travel for?
>> So what's really cool about
>> So what's really cool about
this is Eva has the voice and
this is Eva has the voice and
tone of our brand. It actually
tone of our brand. It actually
has the visual assets. It
has the visual assets. It
deeply understands our product
deeply understands our product
catalog, and it knew what I was
catalog, and it knew what I was
asking about. So it came back
asking about. So it came back
with a really expedient
with a really expedient
response that really matched my
response that really matched my
intent. That's in the voice and
intent. That's in the voice and
tone of engine uses their
tone of engine uses their
branded and styled creative
branded and styled creative
assets and gets me the answer
assets and gets me the answer
that I want. Actually, for the
that I want. Actually, for the
sake of this demo, I want to
sake of this demo, I want to
skip ahead and ask about
skip ahead and ask about
pricing. Can you tell me more
pricing. Can you tell me more
about pricing?
about pricing?
>> Pricing depends a lot on
>> Pricing depends a lot on
your unique situation. To
your unique situation. To
connect you with our team to
connect you with our team to
talk through pricing, could you
talk through pricing, could you
share the best email to use?
share the best email to use?
>> So what's really cool about
>> So what's really cool about
this is earlier you heard
this is earlier you heard
engine talking about having
engine talking about having
worked with chatbots before and
worked with chatbots before and
agents being fundamentally
agents being fundamentally
different. What you're seeing
different. What you're seeing
here is Eva not follow a static
here is Eva not follow a static
script, but actually reason
script, but actually reason
through a sales cycle. So if
through a sales cycle. So if
you had a human SDR that was
you had a human SDR that was
working with a lead and
working with a lead and
somebody hopped to pricing,
somebody hopped to pricing,
you'd be like, whoa, this
you'd be like, whoa, this
person's actually really
person's actually really
interested. I should skip past
interested. I should skip past
some of the standardized stuff
some of the standardized stuff
that we do. And actually
that we do. And actually
they're highly qualified. Let's
they're highly qualified. Let's
get in and actually have a
get in and actually have a
meeting with them. And that's
meeting with them. And that's
exactly what Eva's doing right
exactly what Eva's doing right
here. It's going to go ahead
here. It's going to go ahead
and share my email address.
and share my email address.
>> Feel free to pick a time
>> Feel free to pick a time
that works best for you and
that works best for you and
will connect you with our team.
will connect you with our team.
>> Cool. So what this is
>> Cool. So what this is
actually doing, you'll notice
actually doing, you'll notice
this actually is reaching into
this actually is reaching into
CRM in an entirely headless
CRM in an entirely headless
fashion, and it's figuring out
fashion, and it's figuring out
that I'm part of the Nova Grid
that I'm part of the Nova Grid
account, and it's finding me
account, and it's finding me
the appropriate sales rep to
the appropriate sales rep to
meet with. It's looking at
meet with. It's looking at
their calendar and providing me
their calendar and providing me
with their availability. So I'm
with their availability. So I'm
going to pick a time right now,
going to pick a time right now,
let's say. Confirm that and
let's say. Confirm that and
have it booked.
have it booked.
>> Great. You're all set.
>> Great. You're all set.
You've got a meeting with Sam
You've got a meeting with Sam
Raskin on April 29th, 2026 at
Raskin on April 29th, 2026 at
11:30 a.m. EDT. Anything else
11:30 a.m. EDT. Anything else
you'd like help with before
you'd like help with before
then?
then?
>> We're good to go. Thank you.
>> We're good to go. Thank you.
All right. So we have actually
All right. So we have actually
booked a meeting again,
booked a meeting again,
entirely headless. So we've
entirely headless. So we've
qualified a lead, discovered
qualified a lead, discovered
who they are. We've qualified
who they are. We've qualified
the fact that they're extremely
the fact that they're extremely
high intent because they're
high intent because they're
interested in pricing. We've
interested in pricing. We've
reached into our CRM, found the
reached into our CRM, found the
appropriate account team and
appropriate account team and
rep availability on their
rep availability on their
calendar and booked it. So now
calendar and booked it. So now
what I'm going to pivot over
what I'm going to pivot over
and do is actually show the
and do is actually show the
experience of the rep. And that
experience of the rep. And that
rep lives in Slack. And this is
rep lives in Slack. And this is
the today view in Slack. So
the today view in Slack. So
here you can see their to do's,
here you can see their to do's,
what's coming up from their
what's coming up from their
Slack messages. On the right
Slack messages. On the right
hand side, you can actually see
hand side, you can actually see
their calendar and their agenda
their calendar and their agenda
for the day. And importantly,
for the day. And importantly,
you can see that discovery call
you can see that discovery call
that was set up by Eva with
that was set up by Eva with
Novigrad. And so what we want
Novigrad. And so what we want
to do is that's actually coming
to do is that's actually coming
up quickly. We want to get
up quickly. We want to get
ready for that meeting. And the
ready for that meeting. And the
first thing that we're going to
first thing that we're going to
do is we're actually going to
do is we're actually going to
hop over to the Nova Grid
hop over to the Nova Grid
account channel, because
account channel, because
they're an existing customer.
they're an existing customer.
And what is in the Nova Grid
And what is in the Nova Grid
account channel? This is all
account channel? This is all
the rich context about the
the rich context about the
account team and how we support
account team and how we support
Nova Grid as a customer. It's
Nova Grid as a customer. It's
their goals, it's their
their goals, it's their
priorities. It's the people
priorities. It's the people
that matter. It's the products
that matter. It's the products
and services that they've used
and services that they've used
from us in the past and what
from us in the past and what
they're interested in in this
they're interested in in this
particular moment. But what
particular moment. But what
you're also going to see here
you're also going to see here
in Slack is you have a personal
in Slack is you have a personal
agent that is at your disposal
agent that is at your disposal
at any given point to help you.
at any given point to help you.
And right now, I'm going to ask
And right now, I'm going to ask
it to help me prep for that 1
it to help me prep for that 1
p.m. with Nova Grid. So what
p.m. with Nova Grid. So what
Slackbot is doing here is it is
Slackbot is doing here is it is
actually reading the
actually reading the
unstructured information that
unstructured information that
you see in Slack. Certainly
you see in Slack. Certainly
here in this account channel,
here in this account channel,
it's reading the structured
it's reading the structured
information about Nova Grid
information about Nova Grid
that's stored in the CRM system
that's stored in the CRM system
Salesforce. But it is also
Salesforce. But it is also
looking at the exhaust of the
looking at the exhaust of the
conversation that happened with
conversation that happened with
Eva. And it's generating this
Eva. And it's generating this
canvas that you see on the left
canvas that you see on the left
to get me ready for the meeting.
to get me ready for the meeting.
This did not exist 30s ago.
This did not exist 30s ago.
This is not human created. This
This is not human created. This
is entirely agent created in an
is entirely agent created in an
entirely headless fashion. You
entirely headless fashion. You
can see it's got context from
can see it's got context from
our Slack conversations. It's
our Slack conversations. It's
got structured information from
got structured information from
CRM. It's also got analytics
CRM. It's also got analytics
and dashboards from Tableau. So
and dashboards from Tableau. So
what I want to do is this
what I want to do is this
actually shows me that Nova
actually shows me that Nova
Grid is a past customer. So I
Grid is a past customer. So I
want to dive into what are the
want to dive into what are the
primary drivers of customer
primary drivers of customer
satisfaction with them and our
satisfaction with them and our
past events that we've booked
past events that we've booked
for them, so that I am prepared
for them, so that I am prepared
for the next meeting coming up.
for the next meeting coming up.
So I'm actually going to drill
So I'm actually going to drill
into that and say, hey, what
into that and say, hey, what
are the primary drivers of our
are the primary drivers of our
Csat scores with Nova Grid?
Csat scores with Nova Grid?
What's really interesting here
What's really interesting here
is if you watch these thinking
is if you watch these thinking
steps from Slackbot, this is
steps from Slackbot, this is
interrogating the Salesforce
interrogating the Salesforce
MCP server and the Tableau MCP
MCP server and the Tableau MCP
server. So what I want you all
server. So what I want you all
to feel confident in. Think of
to feel confident in. Think of
Slackbot as the first best
Slackbot as the first best
customer of the headless 360
customer of the headless 360
within the Salesforce product
within the Salesforce product
portfolio. We are absolutely
portfolio. We are absolutely
pounding the Salesforce and
pounding the Salesforce and
Tableau MCP servers every
Tableau MCP servers every
single day with 83000 employees
single day with 83000 employees
at Salesforce, and it is
at Salesforce, and it is
fundamentally changing how we
fundamentally changing how we
work. And you can see here it's
work. And you can see here it's
actually showing us that
actually showing us that
transportation is one of the
transportation is one of the
primary drivers for negative
primary drivers for negative
Csat scores from Nova Grid in.
Csat scores from Nova Grid in.
That came back to me directly
That came back to me directly
from that Tableau MCP server.
from that Tableau MCP server.
So now we know going into the
So now we know going into the
meeting, I have all this rich
meeting, I have all this rich
context. I know I need to talk
context. I know I need to talk
to them about transportation.
to them about transportation.
So why don't we hop over and
So why don't we hop over and
actually do the meeting? So
actually do the meeting? So
what you're going to see here
what you're going to see here
is this is not a hangout. It's
is this is not a hangout. It's
not a Zoom. It's actually a
not a Zoom. It's actually a
Microsoft Teams meeting. So
Microsoft Teams meeting. So
you're also going to see
you're also going to see
something entirely new here. So
something entirely new here. So
what we're going to do is we're
what we're going to do is we're
going to pop open Slackbot
going to pop open Slackbot
outside of Slack. So this
outside of Slack. So this
little window that you see down
little window that you see down
here at the bottom, this is
here at the bottom, this is
Slackbot outside of Slack on
Slackbot outside of Slack on
your desktop. And you can see
your desktop. And you can see
that we said start taking
that we said start taking
meeting notes importantly what
meeting notes importantly what
this is doing. So this is not
this is doing. So this is not
actually attending the meeting,
actually attending the meeting,
but this is tapping into your
but this is tapping into your
local device audio. And it's
local device audio. And it's
listening to the meeting and
listening to the meeting and
it's becoming a personal note
it's becoming a personal note
taker for you. This is all
taker for you. This is all
about driving cellular
about driving cellular
productivity so I can be
productivity so I can be
present with the customer. I
present with the customer. I
can listen to what they're
can listen to what they're
saying. In this case, you'll
saying. In this case, you'll
actually see that they're
actually see that they're
sharing a URL to a Google
sharing a URL to a Google
document or OneDrive file can
document or OneDrive file can
actually read that, and they're
actually read that, and they're
going to ask Slackbot to read
going to ask Slackbot to read
it for them. So I don't want to
it for them. So I don't want to
step away from the meeting and
step away from the meeting and
actually open that up and read
actually open that up and read
it. I'm just going to ask
it. I'm just going to ask
Slackbot to do it. And so
Slackbot to do it. And so
Slackbot is using the
Slackbot is using the
enterprise search connector.
enterprise search connector.
It's actually going to go in
It's actually going to go in
and read that file. And on the
and read that file. And on the
fly during the meeting, it's
fly during the meeting, it's
going to generate a summary of
going to generate a summary of
the file that was shared from
the file that was shared from
the customer. It's going to
the customer. It's going to
read all the content in it. And
read all the content in it. And
again, I can stay in the
again, I can stay in the
meeting and listen to the
meeting and listen to the
customer. So here you can see
customer. So here you can see
there's all the details of the
there's all the details of the
sales event that they're
sales event that they're
planning. Exactly what I need
planning. Exactly what I need
to know. Now, what we're going
to know. Now, what we're going
to do is we're going to fast
to do is we're going to fast
forward happy path to the to
forward happy path to the to
the end of the meeting and say
the end of the meeting and say
they're super interested and
they're super interested and
they want to move forward. So
they want to move forward. So
we're going to ask it to
we're going to ask it to
summarize the meeting notes. So
summarize the meeting notes. So
this is going to kick out the
this is going to kick out the
meeting notes that it's been
meeting notes that it's been
listening to again through my
listening to again through my
local audio. And what I'm going
local audio. And what I'm going
to do is I'm actually going to
to do is I'm actually going to
ask Slackbot to go in and
ask Slackbot to go in and
update my pipeline based on
update my pipeline based on
what happened in this meeting.
what happened in this meeting.
Now, again, you can see this is
Now, again, you can see this is
a great example of keeping a
a great example of keeping a
seller massively productive and
seller massively productive and
in their flow of work. So I
in their flow of work. So I
just gave it the meeting notes.
just gave it the meeting notes.
I didn't even give it. It just
I didn't even give it. It just
knows it has the meeting notes.
knows it has the meeting notes.
And I said, hey, can you update
And I said, hey, can you update
our pipeline? And it's actually
our pipeline? And it's actually
going to take this Nova grid
going to take this Nova grid
opportunity for the event that
opportunity for the event that
we were speaking to Eva about,
we were speaking to Eva about,
and it's going to move it from
and it's going to move it from
the discovery phase over into
the discovery phase over into
the negotiation phase. You can
the negotiation phase. You can
see Slackbot asked me to opt in
see Slackbot asked me to opt in
and actually allow writes to
and actually allow writes to
Salesforce. They're in a
Salesforce. They're in a
headless fashion. So this is
headless fashion. So this is
going in and it's actually
going in and it's actually
updating that opportunity again
updating that opportunity again
from the discovery phase to the
from the discovery phase to the
negotiation phase. So if we hop
negotiation phase. So if we hop
back over to Salesforce, we
back over to Salesforce, we
should be this is actually a
should be this is actually a
list of all the opportunities
list of all the opportunities
from my Salesforce instance
from my Salesforce instance
right here in Slack. And if I
right here in Slack. And if I
refresh, you can actually see
refresh, you can actually see
that Nova Grid opportunity is
that Nova Grid opportunity is
going to move from the
going to move from the
discovery phase into the
discovery phase into the
negotiation phase. And that is
negotiation phase. And that is
the power of the headless 360.
the power of the headless 360.
So what we've seen is seller
So what we've seen is seller
productivity from qualifying
productivity from qualifying
leads in an entirely headless
leads in an entirely headless
fashion with Eva, an agent
fashion with Eva, an agent
powered by Piper. You've seen
powered by Piper. You've seen
Slackbot use the Salesforce MCP
Slackbot use the Salesforce MCP
server and the Tableau MCP
server and the Tableau MCP
server to get a sales rep ready
server to get a sales rep ready
for a meeting without leaving
for a meeting without leaving
their flow of work. And you've
their flow of work. And you've
seen Slackbot actually
seen Slackbot actually
listening to a team's meeting
listening to a team's meeting
and autonomously updating CRM
and autonomously updating CRM
in an entirely headless fashion
in an entirely headless fashion
right from that sales reps
right from that sales reps
desktop. Now, I couldn't be
desktop. Now, I couldn't be
more excited to tell you about
more excited to tell you about
another customer. And to do
another customer. And to do
that, I want to welcome up
that, I want to welcome up
MaryAnn Patel.
MaryAnn Patel.
>> Thnks RAF. Dell is an
>> Thnks RAF. Dell is an
Agentic Enterprise and they're
Agentic Enterprise and they're
not just trying AI, they are
not just trying AI, they are
jumping all in and it is paying
jumping all in and it is paying
off because before they had
off because before they had
armies of people to handle
armies of people to handle
their critical operations,
their critical operations,
keeping them alive, sending
keeping them alive, sending
emails, chasing down forms,
emails, chasing down forms,
getting approvals. Sound
getting approvals. Sound
familiar? Well, today 19,000
familiar? Well, today 19,000
users at Dell have automated
users at Dell have automated
all of the workflows that many
all of the workflows that many
of us rely on every day
of us rely on every day
compliance reporting, service
compliance reporting, service
onboarding, contract renewals.
onboarding, contract renewals.
And this is amazing because
And this is amazing because
it's sitting on top of headless
it's sitting on top of headless
360 at enterprise scale. This
360 at enterprise scale. This
is not just automation, it is
is not just automation, it is
orchestration with agents and
orchestration with agents and
humans working together. Now, I
humans working together. Now, I
bet some of your best people,
bet some of your best people,
they're still doing a lot of
they're still doing a lot of
work every single week that a
work every single week that a
machine could do. Well, what if
machine could do. Well, what if
we could give them that time
we could give them that time
back? I am so excited because
back? I am so excited because
that is exactly what we built.
that is exactly what we built.
We are launching today
We are launching today
Agentforce operations, and we
Agentforce operations, and we
announced this at Dreamforce,
announced this at Dreamforce,
but now it is ready for every
but now it is ready for every
single one of you. We now have
single one of you. We now have
out of the box blueprints and
out of the box blueprints and
agents for all of the common
agents for all of the common
workflows that you run every
workflows that you run every
single day. All of this is
single day. All of this is
ready to go, but I know what
ready to go, but I know what
you're thinking. I have
you're thinking. I have
processes that are unique to my
processes that are unique to my
business. Great. You can
business. Great. You can
automate that too. I'm going to
automate that too. I'm going to
show you three things in this
show you three things in this
demo. One, you can automate any
demo. One, you can automate any
process. Doesn't matter. The
process. Doesn't matter. The
starting point, perfect PDF,
starting point, perfect PDF,
crappy whiteboard, which you
crappy whiteboard, which you
will see in a second from me.
will see in a second from me.
Second, you are in control. You
Second, you are in control. You
choose where you want to bring
choose where you want to bring
agents in to do the work, and
agents in to do the work, and
where you want a human to do it
where you want a human to do it
so that it happens every single
so that it happens every single
time. And three, the work is
time. And three, the work is
going to come right to you,
going to come right to you,
right where your teams are
right where your teams are
working, right in the tools
working, right in the tools
that they're using. So before I
that they're using. So before I
get started, I want you to
get started, I want you to
think about that process that
think about that process that
you love or hate in your
you love or hate in your
company that's running on email
company that's running on email
and sheer force of will, of all
and sheer force of will, of all
of the teams that are coming
of the teams that are coming
together to go do that. Well,
together to go do that. Well,
let's jump into this demo and
let's jump into this demo and
see what that looks like at
see what that looks like at
Dell. This is the Dell Service
Dell. This is the Dell Service
provider onboarding process. It
provider onboarding process. It
looks pretty simple and pretty
looks pretty simple and pretty
manageable, but in reality,
manageable, but in reality,
this is a coordination
this is a coordination
nightmare. Let's just use an
nightmare. Let's just use an
example here. Submitting forms.
example here. Submitting forms.
These service providers, they
These service providers, they
do local installs and
do local installs and
maintenance. So we need to make
maintenance. So we need to make
sure they have compliance
sure they have compliance
information tax information
information tax information
insurance. This requires
insurance. This requires
someone at Dell to look through
someone at Dell to look through
every single one of these forms
every single one of these forms
that is ours. For every partner
that is ours. For every partner
that they're onboarding. And
that they're onboarding. And
what if something goes wrong?
what if something goes wrong?
Well, it's incredibly important
Well, it's incredibly important
for Dell that they make sure
for Dell that they make sure
that none of their service
that none of their service
providers fall through the
providers fall through the
cracks. So they want to make
cracks. So they want to make
sure that if they have any
sure that if they have any
issues, they're going to update
issues, they're going to update
it to the compliance team. Now,
it to the compliance team. Now,
these green moments, these are
these green moments, these are
all of the human moments that
all of the human moments that
we want to keep. We want to
we want to keep. We want to
really protect the human
really protect the human
moments that deliver the best
moments that deliver the best
of our business. And there's a
of our business. And there's a
lot of tedious work in these
lot of tedious work in these
blue moments that we're going
blue moments that we're going
to be handing over to AI. So,
to be handing over to AI. So,
Miles, can you upload a picture
Miles, can you upload a picture
of this amazing document that
of this amazing document that
I've written? So while we're
I've written? So while we're
doing that, I want to address
doing that, I want to address
my friends in the room who are
my friends in the room who are
in regulated industries. I know
in regulated industries. I know
what you're thinking. You're
what you're thinking. You're
going to show me a snazzy AI
going to show me a snazzy AI
demo, but it's not going to
demo, but it's not going to
work for me. Why? I have
work for me. Why? I have
regulators, I have compliance
regulators, I have compliance
obligations that don't bend,
obligations that don't bend,
and I'm not going to just trust
and I'm not going to just trust
AI to handle my business
AI to handle my business
process. Totally fair. But we
process. Totally fair. But we
built this exactly for you
built this exactly for you
because trust is our number one
because trust is our number one
value. Everything in here is
value. Everything in here is
fully auditable. Your
fully auditable. Your
compliance team is going to
compliance team is going to
know exactly what happened and
know exactly what happened and
exactly why. And those human
exactly why. And those human
moments, the ones you really
moments, the ones you really
need for regulatory reasons,
need for regulatory reasons,
you can protect them because
you can protect them because
with AI, you're not losing
with AI, you're not losing
control. Here with Agentforce,
control. Here with Agentforce,
we are ensuring that it meets
we are ensuring that it meets
your high standards every
your high standards every
single time. Whether you use a
single time. Whether you use a
human or an AI. And also, we
human or an AI. And also, we
want to make sure that all of
want to make sure that all of
this is working. How do we do
this is working. How do we do
that? Well, headless 360, it is
that? Well, headless 360, it is
connected to how Dell works
connected to how Dell works
there. Customer 360. Data 360,
there. Customer 360. Data 360,
collaboration tools, email and
collaboration tools, email and
docs, all of that is there so
docs, all of that is there so
that Agentforce knows exactly
that Agentforce knows exactly
how Dell's business is running.
how Dell's business is running.
It has the context of that, so
It has the context of that, so
it's able to pull this
it's able to pull this
information. Now if you go back
information. Now if you go back
to the screen, you'll see there
to the screen, you'll see there
are a lot of words on this
are a lot of words on this
screen that did not appear on
screen that did not appear on
my pretty dashboard whiteboard.
my pretty dashboard whiteboard.
And the reason is the AI has
And the reason is the AI has
been trained on all of the
been trained on all of the
models that apply to your
models that apply to your
industries. So you can upload
industries. So you can upload
something like this and we'll
something like this and we'll
know, okay, for your industry,
know, okay, for your industry,
these are the steps. This is
these are the steps. This is
what compliance means. This is
what compliance means. This is
what trust means. This is what
what trust means. This is what
security looks like. And so
security looks like. And so
while it may take many
while it may take many
organizations to automate
organizations to automate
processes over months, we're
processes over months, we're
going to do this in minutes.
going to do this in minutes.
But I love cooking shows. So
But I love cooking shows. So
I'm going to Martha Stewart
I'm going to Martha Stewart
this forward. And fast forward
this forward. And fast forward
to something we ran a little
to something we ran a little
bit earlier today. What you'll
bit earlier today. What you'll
see on the screen is every
see on the screen is every
single process that we just
single process that we just
built, all of the steps. What's
built, all of the steps. What's
the data that's needed? Who are
the data that's needed? Who are
the people, human or AI that
the people, human or AI that
should be building this? And I
should be building this? And I
realized I actually forgot
realized I actually forgot
something when I was at the
something when I was at the
whiteboard. So today a partner
whiteboard. So today a partner
contract actually is pretty
contract actually is pretty
complicated. Here you'll see
complicated. Here you'll see
that the document agent is
that the document agent is
reviewing and approving every
reviewing and approving every
contract. That makes me pretty
contract. That makes me pretty
uncomfortable. I want to make
uncomfortable. I want to make
sure that the legal team is
sure that the legal team is
doing that. Thank you Sebastian.
doing that. Thank you Sebastian.
And so we're going to have the
And so we're going to have the
legal team right here. And
legal team right here. And
every single time a partner
every single time a partner
contract comes, it will go
contract comes, it will go
directly to legal. All of your
directly to legal. All of your
business process rules. They
business process rules. They
follow you through this. So if
follow you through this. So if
you have a business process
you have a business process
where you say, hey, contracts
where you say, hey, contracts
over $500,000, I want to make
over $500,000, I want to make
sure that finance is reviewing
sure that finance is reviewing
that. It's going to happen
that. It's going to happen
every single time you choose.
every single time you choose.
When you choose how you choose,
When you choose how you choose,
whether it's a human or an
whether it's a human or an
agent. So this process looks
agent. So this process looks
great, but now let's start
great, but now let's start
using it. I want to see what
using it. I want to see what
happens for the people who are
happens for the people who are
doing all the hard work. So
doing all the hard work. So
behind the scenes, all of us
behind the scenes, all of us
are using many different tools.
are using many different tools.
And Dell's onboarding team,
And Dell's onboarding team,
they use Slack. So here with
they use Slack. So here with
just a few details, we can kick
just a few details, we can kick
that process off. And now,
that process off. And now,
because this team is working
because this team is working
here and we have headless 360,
here and we have headless 360,
every approval, every
every approval, every
escalation and every status
escalation and every status
update is going to come right
update is going to come right
here to them. For them, it
here to them. For them, it
makes it so that they never
makes it so that they never
need to hunt for an update
need to hunt for an update
again. They never need to look
again. They never need to look
for their email. Everything is
for their email. Everything is
routed. That is absolutely
routed. That is absolutely
amazing. Now what happens after
amazing. Now what happens after
all these forms are reviewed
all these forms are reviewed
automatically? Well, it's got
automatically? Well, it's got
to go to legal and maybe some
to go to legal and maybe some
of our legal friends absolutely
of our legal friends absolutely
love working in Microsoft Teams.
love working in Microsoft Teams.
That is not a problem because
That is not a problem because
here what we're going to do is
here what we're going to do is
we're going to show you that AI
we're going to show you that AI
is going to automatically take
is going to automatically take
this process, and it's going to
this process, and it's going to
send it right to teams. The
send it right to teams. The
legal team can review it,
legal team can review it,
approve it, and get it all done
approve it, and get it all done
right there. And when legal is
right there. And when legal is
approved, it what needs to
approved, it what needs to
happen? It's going to go
happen? It's going to go
straight to the partner in
straight to the partner in
their inbox. Not a single
their inbox. Not a single
person followed up. Not a
person followed up. Not a
single person had to remember
single person had to remember
to forward something or forget
to forward something or forget
something. It showed up right
something. It showed up right
here. They can sign it and go.
here. They can sign it and go.
So why don't you think about
So why don't you think about
what we just did now? We took a
what we just did now? We took a
highly manual process that
highly manual process that
crossed many different teams
crossed many different teams
with lots of waiting and lots
with lots of waiting and lots
of manual work in it, and we
of manual work in it, and we
transformed it and automated it
transformed it and automated it
in minutes. This is the power
in minutes. This is the power
of headless 360. When customers
of headless 360. When customers
like Dell are using Agentforce
like Dell are using Agentforce
operations, they are able to
operations, they are able to
save every single team 30 hours
save every single team 30 hours
a week. That is amazing. And
a week. That is amazing. And
with headless 360, every team,
with headless 360, every team,
every workflow, and every tool
every workflow, and every tool
are now moving at the speed of
are now moving at the speed of
your business. Back to you,
your business. Back to you,
Patrick.
Patrick.
>> All right. Great job
>> All right. Great job
Marianne. Rob. Leah, as always.
Marianne. Rob. Leah, as always.
So we want to get you out of
So we want to get you out of
here. I hope you enjoyed those
here. I hope you enjoyed those
customer stories. We want to
customer stories. We want to
get you out there getting hands
get you out there getting hands
on with the software. We need
on with the software. We need
to just cover just a couple
to just cover just a couple
quick things before we do.
quick things before we do.
First of all, if there's one
First of all, if there's one
thing that you do after leaving
thing that you do after leaving
this room and leaving here
this room and leaving here
today is here's what I want you
today is here's what I want you
to do. I want you to get on the
to do. I want you to get on the
phone and I want you to call
phone and I want you to call
your a E, and I want you to say,
your a E, and I want you to say,
hey, Mr. and Mrs. E, how are
hey, Mr. and Mrs. E, how are
you? Happy to hear from you.
you? Happy to hear from you.
How's the fam? And then when
How's the fam? And then when
that's over, I want you to say,
that's over, I want you to say,
can I please talk to my PhD?
can I please talk to my PhD?
That's what I want you to do.
That's what I want you to do.
Go talk to your PhDs. There's
Go talk to your PhDs. There's
the one. Those are the ones
the one. Those are the ones
that can help you understand
that can help you understand
how to put this all together.
how to put this all together.
And if you can't find one of
And if you can't find one of
those PhDs, there's one right
those PhDs, there's one right
here. Leah, you can run up here.
here. Leah, you can run up here.
You can talk to her. So that's
You can talk to her. So that's
number one. Number two, we have
number one. Number two, we have
a number of amazing sessions
a number of amazing sessions
here today. If you want to find
here today. If you want to find
out how to build one of these
out how to build one of these
service agents, just like you
service agents, just like you
saw demoed today, you can go to
saw demoed today, you can go to
this session up here in theater
this session up here in theater
one. If you want to build a
one. If you want to build a
sales SDR agent, just like you
sales SDR agent, just like you
saw with Piper, you can go
saw with Piper, you can go
learn how to generate inbound
learn how to generate inbound
pipeline with qualified and
pipeline with qualified and
Piper in session two. And if
Piper in session two. And if
you want to get a little
you want to get a little
fancier with service, a lot of
fancier with service, a lot of
people don't know that we do
people don't know that we do
this, but we've got HR and IT
this, but we've got HR and IT
services as well for all of
services as well for all of
your employees. So you can go
your employees. So you can go
to that at breakout number
to that at breakout number
three. Now, if this was a
three. Now, if this was a
YouTube channel, right now is
YouTube channel, right now is
the time we would we would say
the time we would we would say
thank you. Please like and
thank you. Please like and
subscribe. You're here. So
subscribe. You're here. So
you've probably already liked
you've probably already liked
and subscribed, but there is
and subscribed, but there is
one thing you can do for us,
one thing you can do for us,
which is you can hit this QR
which is you can hit this QR
code. That's a survey we care a
code. That's a survey we care a
lot about putting on a good
lot about putting on a good
show and not wasting your time.
show and not wasting your time.
So fill out that survey, tell
So fill out that survey, tell
us how we did. Have a great
us how we did. Have a great
afternoon and we'll see you all
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Agentforce World Tour New York Main Keynote 2026
Join Salesforce in exploring what it means to become an Agentic Enterprise where humans and AI agents work together to drive customer success.
Starring
- Leah McGowen-HareSVP, Forward Deployed Engineering, Global Growth & Impact, Salesforce
- MaryAnn PatelSVP Product Management, Salesforce
- Rob SeamanEVP & GM, Slack, Salesforce
- Patrick StokesPresident, Chief Marketing Officer, Salesforce
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