Williams-Sonoma is
an iconic brand.
And they want to
bring the joy of
cooking and hosting
in your home
to every single
customer worldwide.
So it's no surprise
that when they wanted
to build their very
first AI agent, they
wanted it to embody
those same qualities.
And in just 28 days,
they were able to
deploy Olive, their AI
sous chef agent, that
is now resolving
over 60% of the cases
that are coming in
through their website.
And at the
center of their
transformation is
AgentForce Service.
Now, this is service
cloud completely
reimagined with
AgentForce at the center.
Now, every single
service rep at Williams
-Sonoma has the
assistance of an agent
so they can provide
top-tier service.
And underneath all of
this, of course, is
a powerful platform,
our AgentForce 360
platform, which has some
exciting new updates
that I'm going to
show you today. And
it all starts with our
AgentForce Builder.
AgentForce Builder has
gotten a huge makeover
over the last few
months, and now you can
build these agents
with natural language
easier than ever before.
But we've heard your
feedback, and time and
time again, you tell
us that sometimes LLMs
and AI agents just do
not perform in a
predictable way that you
can accept for the
customer experience, which
is why you can now
create these agents with
AgentScript. It turns
those natural language
instructions into
deterministic code, so
you now can provide that
reliable and predictable
customer experience
every single time.
So you built your
agent, and now
what, right? How do
you make it truly
speak the language
of your customer?
innovations in
Data360 comes in.
With a new intelligent
context, you can
now bring in any
unstructured data,
your PDFs, your product
manuals, images,
anything under the
sun, and now your
agents have all of
the context and deep
understanding so
they can have more
accurate responses
for your customers.
Now, last but
certainly not least,
Agent Force
can now speak.
Agent Force Voice
is now here, so
you can provide
24-7 service to
all of your customers
on your most
popular channel,
which is Voice.
Now, all of this
really comes to
life in a live
demo, so Kristen
and Abby, let's
take it away.
All right, this is the
homepage of Williams
-Sonoma, and their AI
sous chef agent is
here on the bottom
right hand corner. And
by the way, this is
live. You can all try
this for yourself
today if you'd like to.
And what I love about
this agent is that
it's not just
transactional. It's not just
helping me buy a
product. It's helping me
make my event a success.
So let's say I want
to plan a fall dinner
party and I want
to do something a
little bit special here.
Olive is going to
think about it and
provide all of these
recipe recommendations
recommendations that
are just for me.
Now, I know what
you're thinking. There
are probably hundreds
of ways that you
all find recipe
recommendations online.
It's a pretty easy
use case. But these
aren't just any recipe
recommendations.
These are recommendations
based off of a
product that I recently
bought on their Black
Friday sale. I recently
bought a new Dutch
oven. So these are
going to be perfect for
me to cook in my home.
Now, I'm not much
of a cook myself, so
I need a little bit of
help with this recipe.
So I'm going to ask
a follow-up question of
a tutorial. And again,
the personalization
continues. That
context about me is
persistent with every question
that I ask. So this
tutorial is not just
for anybody. It's
for me because of the
product that I have. And
I even have a helpful
recommendation here,
if we scroll down,
of another product that
is going to help me
complete the recipe.
Now, this is an amazing
use case if you're
browsing online, but
Williams-Sonoma's most
popular channel is
that of Voice. And so
why don't we go ahead
and give this a spin
and give Olive a call.
Yes, I see you were
referring to the
copper sauce here to
pair with your Italian
- Yep, that's the
one. That's the one.
come in any
other finishes?
It comes in
stainless steel
too. Want me to
place that order?
Yes, please
place the order.
done your orders
confirmed and on its way
anything else I can
help you with yes I'd
love some help with
some tablescape ideas
for my party I can
connect you to a design
specialist for that
please hold thank you
for calling okay now
I want to call out a
few important things
about that experience.
The first is that it
was personalized. It
called me by my nickname,
Sanj. It knew who
I was just by calling
in, which is step
number one. Step number
two is I could interrupt
it. I promise I'm
not that rude in real
life, but I could
interrupt that the same
way I would with the
human conversation. And
last but certainly
not least, it had a
seamless handoff when
I asked about design
ideas to a service
specialist who now has
Agent 4 service behind
their desk so they get
all of these helpful
recommendations right
in the flow of work.
They have the entire
context of the
conversation so they can
continue on and help me
with my design ideas.
Now, I want to
show you just how
powerful this
experience is because
of the speed of
which Williams
-Sonoma could bring
this to life.
This is the brand new
Agent Force Builder,
and like I said, this
is completely new. So
let's learn together
just how powerful this
is. This is Olive, and
right here inside of
the builder, I can
customize the way that
Olive speaks right here
in my voice settings.
I can customize the
voice, the tone, the
cadence, anything I
want from right in here.
But I mentioned
that the product
recommendations are
special, and I want
to show you how to
really build this
agent in a way that
is going to work
in a reliable way
every single time.
Now, when you see
a builder like
this, there is a
really human reaction
to build out instructions
that look something
like this.
that, make sure
you do this.
And that can
be completely
And I know some of us
might use these types
of instructions if
we're using a consumer
AI product like ChatGPT,
and it's kind of
funny when it gets it
wrong, but it's not funny
when it's your customer
experience at hand.
And so what we're going
to do here is we're
going to go ahead
and turn this natural
language instruction
into deterministic code.
We're going to turn
it into agent script.
And one thing that
I didn't mention
before is that this
new builder experience
has an agent built
in, so it can
help you with this
entire experience.
And there we go. We're
going to go ahead
and transform all of
this into agent script.
So now I know that
every time a customer
is logged in, I'm
going to go ahead
and deliver a product
recommendation experience
that's delightful,
that's seamless,
and that's consistent
every single time.
Now, that's the way
that Williams-Sonoma
has completely
transformed their
business and become
an agentic enterprise.