It's not just what
is possible, it's
what you are going
to make possible.
It's a transformational
moment. Agent
Force. Agent
Force. Agent Force.
We're not just re
-imagining software.
We're re-imagining
everything.
enterprise, powered
by Agent Force.
This is an agentic
revolution.
Big companies are
using Agent Force.
There has been a
massive pivot As we are
trying to become an
authentic enterprise.
Agent Force is
fundamentally
changing the nature
of the digital world.
This is the internet
again. This is
electricity. It's
that level of change.
The rate and growth
of innovation
is awesome in
the last year.
Salesforce crushed
the numbers and the
operating margins
expanded. We are
witnessing the greatest
transformation in
business history.
With the digital
workforce, the game
has completely changed.
We got business
value immediately.
Agent Force revolutionized
our business.
It was an incredible
quarter, and
a lot of it has
to do with the
customer success
that we're seeing.
Around the world,
companies are
embracing this new
way of working.
Humans with agents
driving customer success
together. Together.
Together. Together.
We just really think
about it as giving
knowledge workers
superpowers. That gives
me time to get out
with our partners and
interact with them
on a human level.
Salesforce has helped
us do work quicker
where it matters in
the moments of truth.
And you multiply
that by the thousands
and thousands of
patients that we treat?
How could you not
want to do that? With
Slack as the interface,
it's not just
chat. It's not just
collaboration. It's
the front door to the
agentic enterprise.
Slackbot is the most
powerful AI tool that
we use. If you're
running business
without Slack, you're
doing it on hard luck.
sales force the revenue's
just terrific this
is the next revolution
more than 50 000
people have come to san
francisco from dream
force this my friends
is the agent force
360 platform we are
building 10 billion dollar
businesses in service
sales and data all
accelerated by ai
we have delivered 19
trillion tokens to our
customers there is no
better metric for
engagement we have the
vision that this new
agentic enterprise is a
system of context a
system of work a system
of agency and a system
of engagement this
is the powerful moment
agentic revolution
there's no question it
is here like all good
things in sales force
this is just the
beginning we saw a 185
percent increase in
number of appointments
we have seen a massive
efficiency where we
have implemented agent
force in the range of
25 to 30 percent we're
at 87 percent
automation of the clinch
process nobody else does
that i think you push
the chips in and
transform your business
we've gone faster
with agent force than
we have gone with
any other technology
This is the
Agentic Enterprise.
President and CEO,
Mission Force and
Government Cloud
Salesforce, Kendall Collins.
It is amazing to be here.
Welcome to Washington,
D.C. World Tour.
We are just
delighted to be here
in the nation's
capital with all
of you. You can
feel the energy.
It's an extraordinary
time in the world.
An extraordinary
time in the U.S.,
an extraordinary
time at Salesforce.
You know, we
are just seeing
the world change
so quickly.
I've been at
Salesforce 23 years.
I know, I started when
I was 11 years old.
But I actually
last did a keynote
in this room 20
years ago. Somebody
just reminded me
in the backstage.
And I'll tell you,
there's just never
been a more exciting
time. There's never
been a time when
we have felt more
innovation, more fun,
and more opportunity.
And today, we're going
to transform you.
We're going to tell
you about what's
happening with the
agentic enterprise.
first, we have
to thank you.
We're grateful for
the opportunity,
the opportunity
to serve. We're
grateful that so
many of you are here.
our trailblazers,
our golden
hoodie, our golden
dome hoodie,
our online folks
who are watching
nonprofits, our
entire community.
It's just a huge
part of who we are is
expressing gratitude.
So thank you. Thank
you for being part
of our community and
giving us energy every
day to do what we do
and to serve you.
It's a real privilege.
Well, for many of
you know, we are
deeply rooted in
our core values.
We've had these
values since
the start of the company.
Trust, customer
success, innovation,
equality, sustainability.
We believe that our
values create value.
This is part of our
code. This is ingrained
into our culture, into
our operating model.
This is just a huge
part of who we are.
And, you know, I
left the company for
about seven,
eight years, and I
came back three
years ago. A big part
of why I came back
were these values,
because the values
give us energy.
They give us that
passion. They give us the
commitment to know
that we have the best
team working on the
most important problems.
And, you know, these
values have also
created value for
our shareholders.
And we're very
grateful for them.
Can't believe it, but
we're on trajectory
to $63 billion in
revenue. I never could
have believed that
when I started the
company. We just had a
few hundred people and,
you know, maybe $100
million of revenue.
And it's incredible.
We've done it while
being one of the most
innovative companies.
one of the hundred
companies in the world
that cares and one
of the world's most
ethical companies
and all of this is
possible again going
back to those values
because of innovation
you know innovation is
one of our core values
but it's also fun
you know we're looking
at what's new in
the world and you
think about everything
that has happened over
that 27 years it's
incredible We now have
tens of thousands of
developers around
the world innovating,
writing code, working
on the hardest
problems. We've
also done amazing
innovation through
acquisitions.
Whether it's
recently Informatica,
welcome to the family,
wherever you all
are. I think you're
here somewhere.
Slack, Tableau,
MuleSoft, it's been an
incredible family and
27 years of innovation.
You know, and we
haven't just done that
innovation and created
a new technology
model and a new business
model, but we also
did something else
really important, which
is we created a new
philanthropy model.
And this was such
an important idea at
the beginning, to
take 1% of our time, 1
% of our equity, 1%
of our product, and
to give that away
and to make that the
center of energy for
the community. We've
given away now nearly
a billion dollars,
We serve nearly
65,000 nonprofits,
you know, and
volunteering is still
such an important
part of how me
and my team get
energy every day.
Thank you to all
the nonprofits
here. There's so
many great ones.
AARP is here. Blue
Star Families is here.
Hiring Our Heroes is
here. You know, there's
too many to call
out, and it's just
incredible that you're
all here, you know.
But maybe nowhere are
our values and our
mission more intertwined
than here in D.C.
We think about
Washington, D.C.
and this commitment
to serving those
who serve. We've
been doing this
for 27 years with
nonprofits, but 20
years with the
federal government.
The U.S. government
is our single
largest customer,
our single
biggest, most
important partner.
And they drive us
in so many important
ways. We've been
supporting their mission,
these public sector
organizations, and so
many of them are
here. You know, public
servants, many of you
in the room, I just
want to say thank
you. You have some of
the most complex
missions. Thank you. The
complexity of those
missions is no joke.
It's national security.
It's public health.
It's making sure
that veterans
get their
benefits on time.
You know, these are
complex missions and
really important.
And we're so happy to
have so many of these
customers here today.
Department of
Agriculture,
Department of
Veterans Affairs, Josh
Geiger, thank you for
all the work you're
doing. The Air
Force, the U.S. Army,
Andy Felt, good to
see you. Pleasure.
Department of
Transportation, the IRS,
CMS, Centers for
Medicare and Medicaid
Services. You're going
to hear from our friend
Patrick Newbold,
incredible CIO in the
federal government, and
over 70 federal agencies.
And so many other
great friends here.
Former Secretary
of the Navy, thank
you. Thank you, sir,
for your service.
Great to see you
here. Thomas Corlett,
And our friend Robert,
good to see you, of
the White House. Thank
you for being here,
sir, and for all your
service. I just want
to thank you all
again, because without
you, this just really
wouldn't be possible.
You know, you give
us the energy.
It is a cause for
many of us and a
really important
double bottom line.
And, you know, I
just want to take you
through sort of what
happened in my life,
because I've only been
working with the government
deeply and closely
for the past year.
And it really started
for me a year ago.
Mark and I hosted a
dinner in Honolulu.
And we're in this
dinner with so many
important diplomats and
business leaders and
customer leaders and
military leaders. And the
military leaders asked
us in that meeting,
they said, we would
like you to do more.
Can you help
us modernize?
You know, our warfighters
deserve the best.
And we just want
to bring the
best to the
private sector.
We want to bring it
to the public sector.
Eighty percent of what
we do is not exotic.
We want to leverage
the best of what
Amazon does, the
best of what Walmart
does, the best of
what Delta Airlines
does. We want to
leverage that for our
troops and for our
national security.
And we said, absolutely.
It would be an honor
to do that. And Mark
turned to me and said,
Kendall, this is your
full-time job now.
And we launched
Mission Force about
eight months ago.
It's our commitment
to those who serve
and to national
security. It is our
product portfolio
in bringing the best
of innovation in
what we do to all
of you who serve.
And it is also
specific products,
okay, to scale
continuous mission
readiness from
insight to decision to
course of action.
Whether it's personnel,
logistics, analytics,
operations,
you know, we are
here to support you.
And the amazing thing
is we have over,
let's see, 6,000
veterans at Salesforce.
Dean Robeson, our
executive sponsor for
VetForce, thank
you for being here,
former Marine. I think
some of our VetForce
folks here, Tom
House and crew, but
to have the firsthand
knowledge, you
know, of what's required
in these complex
missions is great.
And being able to
leverage that with
our team is critical.
well we've been recognized
and we're humbled
by this for our
commitment but also for
innovation in public
sector and in many ways
you know it's almost
not fair because
government is really an
industry of industries
almost every industry
plays some role in the
government so we've
been building industry
products for the past
10 years we've got
financial services
and health cloud and
automotive and industrial.
We take the best of
the best. We're able
to leverage that for
public sector. In
addition to functionality
that we build for
permitting and personnel,
grants management,
case management, all
of the critical
functions inside of the
government, even tax
and revenue management.
And we're honored
to be awarded this
recognition as a
leader by Forrester
for uniting program
data, casework, and
citizen engagement
on a single platform.
So where do we
go from here?
I think I'm going
to go this way.
You know, this
is an incredible
opportunity to come
back to our vision
since 1999, which
is to connect with
our customers in
a whole new way.
You know, I think
that umbrella
has gotten a
little bit bigger.
There's room under that
umbrella for citizens
and taxpayers and
veterans and all of
you service members and
it's about connecting
with you and
serving with you and
bringing that vision
forward with the latest
technology and when
we think about what's
ahead we've seen
these tectonic shifts
in technology you
know obviously cloud
computing we started
there that is the
principle that the
company was founded
on. I was very
fortunate to be the
general manager for
mobile, the general
manager for social.
I'm still a bit partial
to chatter, but I
love Slack, okay?
predictions and
AI, but now agentic
AI is here.
It's undeniable,
We feel that. We feel
that as individuals.
Do you feel
supercharged? I feel
supercharged when
I'm using AI. If I'm
writing code, I'm
researching things.
what's crazy.
My daughter,
And she used AI to create
So it's unlocking this
incredible ability
for you as an individual.
It's supercharging
you, your creativity,
your entrepreneurialism.
She's like, Dad,
I'm selling flowers.
start selling lemons.
Dad, I'm going to
start selling your
clothes. I'm like, no,
wait, stop. Stop
selling everything in
the house. But your
creativity is incredible.
And then what's
interesting is we
think about AI in the
enterprise, and we
know every organization
is going to become
an agentic enterprise.
You know, we're
starting to use AI
now with our teams.
We're driving better
customer experiences,
higher revenue,
greater productivity.
Humans are coming
together with business
logic that we need inside
of a company. But then
the question is, where
is the government?
Well, it's raising
expectations. You
know, the government
must keep up.
Seventy-five percent
of people expect
government services to
match the private sector.
I don't know what
happened to the
other 25 percent.
Did they give up?
I'm not sure
what happened.
They haven't given
up, have they?
Dave Ray, our
head president of
Public Sector.
Amazing to see you
here serving all
these customers.
instant expertise,
personalized answers.
And they need all of
you. They need all of
us in this room to
come together and bring
our energy and our
ideas and innovation to
serve them. Because
we cannot open up a
skills gap. We cannot
open up a trust gap. We
cannot have a chasm
between what we
experience as citizens
from versus what we
experience as individuals.
We have to unlock this
superpower for the
government and for
nonprofits and for
education. It's absolutely
critical to the country
and to all of us.
But we know from
doing this the past
two or three years
that AI models
alone can't run
your organization.
Who's been told here,
oh, all you need
is a model. Just roll
out a model. It'll
be great. It'll solve
all your problems.
It's just not the
case. You know,
models can't act
on their own.
Sometimes they
get things wrong.
They can't
guarantee outcomes.
Sometimes models are
confidently wrong.
Does anybody
here, do you know
anybody, you
have a friend,
maybe a family member,
don't say it out
loud, and they're
confidently wrong,
sometimes about politics,
sometimes about a
recipe at Thanksgiving.
There's nothing
worse than having
somebody who's confidently
wrong and doesn't
know your business,
but they're really
in your business.
That makes it even
worse. And this
is why 95% of AI
pilots are failing
before they make
it to production,
because the models
alone can't do it.
And we realize this
through our experience
with now thousands of
customers deploying
AgentForce. The Agentic
enterprise needs
more than models. It
needs four systems.
It needs a system
of engagement,
a system of
agency, a system
of work, a system
of context.
These systems have
to work in concert.
So that's why two to
three years ago, we
started rebuilding
everything that we'd
done at Salesforce.
all of our work, all
of our innovation
for decades, how do
we bring this to a
unified architecture?
And it starts with a
system of context and
data. And people talk
about AI, but I don't
think we're talking
enough about the data.
Being able to
bring all that
together with
Data360 is critical.
It's your
memory. It's your
It's the recency of
what just happened.
There's nothing
worse than when AI or
a call center or any
service experience
doesn't know what
just happened to you
and can't bring that
context forward.
It's a system of work
built on top of that
with a customer 360
and all of your apps
that you've been
deploying across sales,
service, field service,
now ITSM, and so many
different solutions
across the application
stack. It's a system
of agency, a way to
build and deploy
agents, and of course a
system of engagement
with slack and we're
going to talk more
about that but I want
to call out one other
area which is the models
at the bottom the
models are important
but a key part of our
stack is to bring your
own model we want
people to be able to
use the biggest frontier
models but we also
want you to be able to
use small models and
special purpose models
I believe you know
that a lot of these
big models are becoming
commoditized in many
ways they're getting
closer to the same
capability but when
you think about a small
model and you think
about the data that
you have in your
organization that is unique.
I believe many people
are going to be training
models specifically
for narrow purposes.
That data asymmetry
is your asymmetric
advantage, and I think
you're going to see
more and more of
this. So your ability
to bring any model is
absolutely crucial to
making this all work.
And we know that
these AI models need
trusted context.
We talked about
that a little bit.
But one of the
foundational principles
is zero copy.
You have invested
a massive amount
of energy to get
your data into the
right lake house,
whether it's
Databricks, Snowflake,
Google BigQuery,
Amazon, you name it,
but you don't want
to move it. You want
to be able to leverage
that, leverage your
past investments. But
you need that context,
you need to bring
it together to make
AI and agents work.
The other piece, which
has been phenomenal
for us, is we've
seen Slack and all of
these conversations
that we're having,
being able to bring
that and that context
to bear inside of
the data layer. And
now with Informatica,
we're seeing the
ability to bring quality
and clarity in new
ways, new products
that are also here
for the government,
which is incredible.
So, we know AI models
don't know how to
run your organization,
but the apps do.
You spent 27 years,
some of you. I see
many old friends
here. It's incredible.
And you've been with
us, pouring your heart
and soul, your energy,
but also your logic,
your know-how, the
business rules, the
workflow rules. You've
been codifying it
into the apps. You've
been building journeys
for your citizens and
for your processes.
Well, that doesn't go
away. It's critical.
It's critical that
that is part of
the stack to make
an agent successful.
delivering trusted
results every time is
all about getting
predictable outcomes, right?
How do you get to a
predictable outcome?
Well, let's start
with the concept that
there is a right and
wrong answer for some
things, even though
AI as a model may not
believe that. There is
a right and wrong. So we
started working on
something and we call
it determinism and it's
agent force script.
But this concept
that you can write a
script, write a
rule, write a policy
and unequivocally
know that you're
gonna get a trusted
answer is critical.
So that was a key
piece. The other
key learning
that I really had
over the past year
is if you want
trusted AI you
need observability.
Observability means
you have the ability
to open up the agent
look inside under the
hood how is it making
a decision and we're
gonna show you that
today because then you
trust it then you can
tune it then you can
fix it so this is
incredibly important and
of course slack is
where the agentic
enterprise works slack
we're living in these
channels there's so
many messages sometimes
a few too many messages
but that's okay we
have slack bot and slack
bot is an incredible
ability to have your
own personal agent
to get signal through
the noise to ask
it anything it's
not just search its
summarization it's creating
new content and when
I'm in slack I'm doing
approvals I prove
expense reports in slack
I prove POS in slack
I'm doing performance
reviews in slack
but we've done something
else which is we've
introduced agents into
these channels you
know you can take a
PDF. You can train an
agent on a specific
policy and put it in
a channel, and its
only job is compliance.
We've done that
internally. We have an
agent for moderation.
We have one channel,
some of us know. It
gets a little spicy,
you know, that
channel and some of
the employee
conversations, and that's
okay, but we have an
agent for moderation.
We have an agent for
project management
to keep us on time
and on track and keep
nudging us. This
has been so amazing
internally, And we've
really had to transform
our entire company
from the ground up.
It starts with us
being customer zero and
Salesforce being an
agentic enterprise.
You know, it's not
just using Slack.
It's 2 million inquiries
that we have now
resolved through customer
support and agents.
And many of you experience
it as customers.
You come to help
.salesforce.com, you ask
an agent a question,
and it's there 24-7.
You can always get to
a human, of course,
but this has saved
us hundreds of
millions of dollars,
money that we could put
back into the product,
back into innovation,
back into so many
things that help
serve our customers.
So we see it elevating
our employees,
elevating our customers,
and allowing us
to reinvest in key
parts of the business
for our customers.
And this is just a
phenomenal set of
learnings that we
can now bake into the
product. But it's
not just us, it's
all of you. Thousands
of customers are
driving value with
AgentForce. The U
.S. Postal Service,
a customer package
is missing. Where
was it last scanned?
Incredible
agentic process.
National Institutes of
Health, what's still
needed from this
participant for the research
study? Driving public
health outcomes and
accelerating research,
accelerating care.
Blue Star families
providing family
support to our service
members, to our
veterans, you know,
figuring out programs
of near your base.
24 by 7 support
is the new normal
and is so crucial.
We are delighted about
all of the learnings,
everything that
you're pushing on.
This is the moment.
This is the opportunity
to take advantage of
agents and AI. And
we're seeing our
customers. We're going to
hear from AARP, PenFed,
Dell. We're going
to take you behind the
scenes. The Centers
for Medicare and Medicaid
Services and have
a great conversation
about it. So please
welcome to the stage.
Let me bring up Avantika,
who's going to take
you through AARP.
Good morning, DC.
I'm thrilled to
be back here for
the second year in
a row since last
year's world tour.
Now, as the largest
nonprofit dedicated
to serving Americans
over the age of 50,
AARP supports over
38 million Americans
through some of life's
most important and
oftentimes most vulnerable
moments. So when a
caregiver calls AARP,
it's usually tied to a
high-stakes situation
related to health,
safety, or an urgent
matter for a loved one.
So when they call AARP,
it's critical that
they receive clear and
immediate guidance.
Because when they don't,
that means they're
left with uncertainty
and time and attention
is pulled away from
those who need it most.
Well, thanks to
Agent 4's voice,
AARP is able to
provide intelligent
support 24-7 to
their members
through channels
that they trust most.
In fact, why don't
we go ahead and
check out a visionary
experience of what
that feels like for
an AARP member. A
moment to
connect to AARP.
Should we give that
another try? This
is the one who
knows it's real.
Let's give them
one more try.
AARP customer
agent, thanks for
calling AARP and
thanks for being a
member. How can
I help you today?
I recently became a
caregiver for my mother
and she's actually
moving in next week.
And I need to make my
home safer for her,
but I have a lot of
steps near the entrance
of my home. What do
you recommend I do?
Margaret, that's
wonderful that you're
taking steps to make
your home safer.
I'm going to send
our HomeFit guide to
your email on file. It
has a lot of helpful
information about
improving home safety.
All right. Thank
you so much. What
It was good. It was fine.
Agent Force was
able to recommend
the right PDF for
Margaret to read in
order to get her
question answered.
I don't know about
you all, but if my mom
was moving in next
week and I have to prep
my house for her, I
don't know if I have all
that time to read
through a massive PDF.
Why couldn't Agent
Force just give me the
specific answer I
needed from that guide?
Now, if we look at the
home fake guide that
Agent Force recommended,
it's a 36-page
PDF filled with diagrams,
visuals, tables.
And when this
gets sent to the
agent and the
underlying large
language model,
it gets flattened,
meaning it gets
converted to raw text
like what you see
here, which is much
harder for the
large language model
to make sense of.
And this is why
Agent Force was
unable to provide that
specific answer that
Margaret needed.
And this is the problem
that intelligent
context has been designed
to solve. So what
we're going to do now
is go ahead and upload
that HomeFit guide to
Intelligent Contest.
Now, by a show
of hands, who
here has to deal
with searching
through PDFs on
a daily basis?
I mean, look
around the room.
Here in this city,
in D.C., we deal
with a Potomac of
PDFs flowing through
our systems every
day. And we know
just how critical
every single page
of that PDF is
important for context.
So now that
Intelligent Context
has processed
this guide, you'll
notice that it's
generated chunks.
Chunks are
essentially meaningful
And this is how the
structure and relationships
between all that
data is preserved. So
why don't we go ahead
and ask AgentForce
the same question that
Margaret asked earlier
and see if it comes
back with a response.
There we go. Now
AgentForce was able to
extract the right answer
for Margaret from the
guide. So it recommends
that she installs
a ramp and adds
handrails. This is great.
But there's one thing
that we need to catch
here. If we look closely
at those generated
chunks, it's actually
exposing some PII,
exposing the
names and contact
information of
internal employees.
And this is happening
because Intelligent
Context is
processing multiple
documents, including
internal documents.
So we need to make
sure that that
data is masked. And
this is where Data360
Governance comes
into the picture.
So with Data360
Governance, you can
actually define custom
policies for your
agent. And AgentForce
makes it even easier,
where you describe
it in natural
language, and it
automatically gets added.
And then once we
activate that, you'll see
that it's redacting
that sensitive data.
So, so far, what
did we do? We went
ahead and uploaded
that HomeFit guide.
We made sense of
the data through
intelligent
context, and we
masked sensitive
information.
We need to go build
our agent. And this is
where the new agent
builder comes into the
picture. Sure. So here's
our new Agent Force
Builder. What I'm going
to do here is I can
actually start from
pre-built templates. So
organizations like
AARP can get started
quickly with topics like
volunteer management,
volunteer participation,
and go live fast.
Now I want us to
double click into
this topic right
here around
providing guided
advice to caregivers.
You'll notice that we
actually have explicit
instructions to
ensure the agent never
answers any questions
related to providing
medical or occupational
therapy advice.
And the way we do
this is through this
conditional expression.
And this is what
ensures a level of
determinism. We're injecting
this deterministic
logic to ensure the
agent never deviates
from non-negotiable
instructions. And this
experience is powered
by Agent4Script,
which is going to be
critical for industries,
regulated industries,
and organizations
like ARP to ensure
that consistent and
compliant experience.
Now, as a final
step, let's add that
context to our agent.
So we're going to go
ahead and add the HomeFit
guide that we just
processed through
Intelligent Context.
We're going to
activate our agent.
And why don't
we go ahead and
give that call
one more try
and see what we
come back with.
AIRPE member
agent, thanks for
calling and thanks
for being an AIRPE
member. How can
I help you today?
Hi there. I recently
became a caregiver
for my mother. She's
moving in next week
and I need to make
sure my home is safer
for her. But I have
this huge staircase in
for my home. What do
you recommend I do?
A ARPank is home fit
suggests a few helpful
entryway updates.
Add sturdy handrails
on both sides of steps,
reduce high thresholds,
and improve lighting
near the door.
You might also use non
-slip surfaces, widen
the doorway, or add
a covered area for
protection. Even small
changes like these
can make entry safer
and more comfortable.
Awesome. Super
clear, super
specific. thank
you so much.
How was that?
Much better.
And this is a new
experience that agent force,
intelligent context
is really powering.
And now you'll notice
that Margaret no longer
has to spend that
time searching through
that massive guy. She
can channel that energy
towards really caring
for her mother. And
you'll notice along the
way, the agent never
compromised safety,
accuracy, or compliance.
With these
grounded agents and
that trusted
system of context,
With that, I'm
incredibly excited
to introduce
my friend Corey
Haynes to share
PenFed's narrative.
Great job, Yvonne,
together. That was
awesome. Well, it's
great to be here in the
DMV, for those that
aren't familiar with that
acronym, that's DC,
Maryland, Virginia,
not the place where
you get your license.
So it's great to
be here in this
great season with
the cherry blossoms.
And I'd love to talk
about PenFed, one
of DC's very own,
the DMV's very own.
But before I do,
I'd like to give a
shout out to my demo
drivers over there,
Look at them,
they're low-key, Aura
farming and looks
maxing over there.
you know? But
they're looking
great over there.
So let's talk
about PenFed.
You know, PenFed
originally, they were
offering military
-grade services,
financial services
to the men and women
in uniform, which
was great. And in
2019, they wanted
to expand those
services nationally.
And to do that,
they thought Agent
Force would be
great because they
had to keep the
same headcount.
And they were really
going to, you know,
make HR and IT more
productive. But they
realized that they
had to do more complex
services. So they need
more specialized agents
that could offer
orchestration. And with
that, they needed more
advanced data models,
things like agent-to
-agent protocols, MCP,
industry
workflows, and data
models, which were great.
But they also now
understand that they had
to really automate
some of those things
so that they could focus
on the how, so that
their team members
can focus on the who,
which was growing
their member services.
wanted to show you today,
we want to show you
a demo that shows
you how these
agents have full
orchestration, and
this orchestration
is going to go in
the flow of work.
So first I'm
going to show you
one of the great
IT agents, Penny.
It's a pretty cool
name, right, Penny?
PenFed uses this IT
agent, Penny, and she
does about 75% of
the IT tasks, mundane
IT tasks like password
resets, onboarding,
things like that. So
the IT team can focus
on really mission
-critical IT tasks and
things that really
need human expertise.
So now the IT
team can focus on
those things. But
the great thing about
it is that as
great as Penny is,
sometimes the employees
still have to go
find Penny, they
still have to go put
those things in the
system, and they have
to really leave their
flow of work. So
it's not as productive
as you would think.
So what if they could
just stay within
their flow of work?
What if they could do,
find the IT task and stay
within their
flow of work?
So I'd like to show
you something a
little visionary,
show you something
that shows us in
the flow of work.
So I'm going to take
a moment, and I'm
going to switch
gears, and I'm going
to be a member
service agent. So I'm
going to switch
gears for a moment.
Imagine me as a
member service
representative
at PenFed, okay?
Put your
thinking caps on.
I'm a member service
agent. So I'm this
member service agent,
and I'm taking a call.
And I'm taking this
call, and I'm tracking
all the things
in the call. I'm
taking notes. I'm
summarizing the call,
doing all the things.
And as I'm doing all
the things within
Slack, I'm even
updating the call
record for Salesforce
within Slack. I'm not
even leaving Slack.
Usually, I would
go to Salesforce
to update that,
but I'm going
to do it right
there in Slack.
And as I'm doing that,
one of the things
that I had a conversation
with this customer
about was that they
wanted to upgrade it
to a premium savings
account, which is
great. So I'm going
to update that. And as
I'm updating that
premium savings account,
I'm going to put that
information in. And
one of the routines
is that I need to have
a member service
representative help me.
And this member service
representative in
PenFed is an agent.
It's called Wingman.
Cool name, huh? I
guess PenFed has
these great names.
So Wingman as a
member service
representative, as an
agent, is going
to help me through
this process. And
as I'm going, wait,
have sufficient
permissions.
And the reason I
don't have sufficient
permissions is
because I, as a
representative,
need something more.
So just like
a person, the
agent is telling
me I don't have
permissions to
do this task.
So what the agent is
going to do is going
to route me to the
right approver to
make sure that I have
the right permissions.
It's going to route
me back to Penny.
This is an agent working
with another agent
to route me to get
the right permissions.
Agent to agent
doing a routine.
Also note the
trust issue.
They're following
procedures,
the PenFed
guardrail in place.
They're making sure
that the policies
that they're
following, they're not
going to break
any KYC policies.
They're not going to
break any policies
that PenFed has.
They're making sure
that they have the
right permissions.
Everybody in here
knows who works for
government or regulated
industries. You don't
break any permissions
or policies. If
you don't have clearance,
you don't get in
the building, right?
So we see agent-to
-agents working together.
We see permissions
happening. We see
trust happening all
within the flow of
work. Pretty amazing.
So as this routine is
taking place, agents
are working with
agents. Let that happen.
Now our IT team can focus
on mission
-critical tasks.
So let our IT team,
looking at our IT team,
they're going to focus
on what they need
to focus on. So now
our IT team can focus
on, they're looking
at their IT service
screen, and they see
a lot of tasks here.
And look at all
these things that are
going on. And they
seem to be a lot, but
they can't go through
all of this, right?
It would just take too
much, manually going
through each and every
ticket. So they're
just going to ask
Agent Force. They're
going to ask it right
there in Slack, what's
going on? What do
I need to focus on?
And they're going
to ask it. They say,
look, there's a
pattern that we see.
What's the pattern?
There's a VPN
connection. There's an
update that went in,
and there's something
that went out.
What do I need to do?
They say, hey, if you
just roll back this
update, we'll get the
fix in, and we can
notify all the employees.
This is how the
MCP connections
come in, right,
that they're
able to do all
that within Slack.
This is pretty
cool. They're
taking all that
right there.
Now, this is
happening in Slack.
Now, we know everybody
is not a Slack customer,
and we understand
some of you have
heterogeneous environments,
so this IT services
can happen in Microsoft
Team as well. We
got your back. We
understand that. So think
about this. We just saw
Penny, the IT agent,
We saw in the flow
of work, Slack
take care of all
the agents working.
We saw IT
services doing and
resolving some
complex tasks.
That's a lot of
things happening.
Agents doing
a lot of work.
How do we trust
it all? How do
we know all
this is working?
It's almost like,
you know, when
my kid says he
took out the trash.
But did he? I don't know.
Do you really trust that?
And you heard
Kendall talk about
earlier, you
know, we got a big
trust chasm going
on. And I know
here in D.C., trust
is a big issue.
You guys have a
thing that you guys
say, and you've
been saying it
for a long time,
trust but verify.
This is where agent force
You want to make
sure that everything
you're doing and
these agents are
doing is really
happening, right?
This is where, if
we look back at
Wingman, we can
go back and see
step-by-step what
was happening.
We can even look
back and see what
we need to
improve on. We can
see when Wingman
did it, how Wingman
did it, more
importantly, why.
Now, I work in
financial services,
and if you get
audited, you
need to definitely
tell the why.
You may get audited
tomorrow, you may get
audited a month from
now, seven years
from now. But if you
have that why answer,
it's going to be
critical. and you need
to be able to produce
that information.
So this is
very important.
So having that
information is critical.
So now that you have
all that information,
have now this
trust factor.
I want to leave you
with this information
and this is so
important to me.
I talk with financial
services leaders
every day and they
tell me, look, this
is all great
technology, but it's not
just about deploying
agents. It's having
agents and humans
work together to
solve complex problems
in regulated industries
and secure
environments at scale.
That's what's most
important here,
and that's what
truly separates them
to be a true,
energetic enterprise.
I hope you've
been inspired
today like I
have with PenFed.
And with that, I'd
love to tell another
story, but I
can't tell it. I'm
going to head it off
to Mary Ann. So Mary
Ann, tell us the
story about Dell.
Thank you, Mary Ann.
Thank you, Corey.
Dell has made a huge
bet on Agent Force
to transform how
they are working.
Dell's critical
operations,
they required
armies of people.
Sending emails, chasing
approvals, collecting
information. And
this was slow. It
was expensive, and it
was really airplane.
Sound familiar?
Well, today with AI,
Dell now has 19,000
users that are using
AI to transform the
way that they work.
Automated workflows,
digitizing processes in
minutes, not months,
orchestrating work
across humans and
agents and keeping the
business in control.
That's real transformation
at real scale. But
the Dell problem,
it's not just a private
sector problem. It
is a people problem.
Now I want you to think
about your best people.
Are some of them
maybe stuck in
forms, doing a lot of
manual work? Is that
why they came to DC to
help all of the millions
of Americans? No.
That is something
that we can
go automate with
Agent Force.
This is the work
that takes away from
the mission, and
we want to give you
the time back so
you can focus on the
mission. So big thanks
to Lynn and Jackie
here. They're going
to help me with
a demo, and we are
going to talk about
Dell's supplier
onboarding process.
Now, the great news
is, to get started,
you do not need a perfect
document. In fact,
I have here a hand
-drawn document that
shows Dell's supplier
onboarding process.
I have some information
that I'm going
to be gathering, a
certification review,
there's some business
logic, and then I have
some ideas on how
agents are going to
help. And Jackie's
going to take a picture
of this and upload
it for me. Thank you.
But you know, a document,
a photo, a napkin
sketch, that's all
you really need. And
as we get this
started, I'm going to
take you on a quick
thought experiment. It's
a live demo, so
it's going to kill a
little bit of time.
And I want you to think
about your most complex
processes. I bet
you have a bunch of
branching logic. There's
a lot of forms.
There's a bunch of
information you need
to go collect. And
hopefully there's not
some business logic that
walks out the door
when that person
retires. Well, we can
automate all of that.
And I see your face
and I know what you're
thinking. Hey, lady,
I know you got this
AI and you think it's
pretty cool, but I
have security and
compliance concerns. And
I'm not just going
to trust AI to handle
a process and like
hope and pray that it
works. Well, we got
you covered. Trust is
our number one value.
And so that's why
everything in Agent
Force has fully auditable
AI. You can decide
where you want to keep
humans in the loop at
every process or no
step in the process.
And we have air gap
support for all of
your most sensitive
workflows. I got another
good piece of news
for you. This also
integrates with your
legacy ERPs and maybe
some of those systems
running COBOL. I hear
the Social Security
Administration has
some of those, but I'm
sure some of you in
this room do as well.
Okay, let's go back
to the demo. It's done
a lot of hard work.
It took my process,
broke it down into
steps, took each step,
assigned it tasks. For
every task, it then
looked, should this go
to a human or should
this go to a specialized
back office agent?
And now all of that
work, it's all captured
right here. Every step,
every stage, every
process fully automated
and also keeping
your business logic
in check and flagging
any exceptions because in
the agentic enterprise,
Agent Force is
orchestrating your work.
Now I want you to
look at where Jackie's
mouse is right there.
In this case, this
workflow was directly
assigned to an agent.
We have agents that
are extracting data
from documents, doing
tabular calculations,
having complex
routing logic. And
we've intelligently
inserted where all of
those agents are
orchestrating the work.
So let's switch to
the future and look at
what this might look
like inside of Slack.
I want to make sure
that my teams have
all of the information.
And so here we have
one connected point
of view. Everything
that you need is all
in one place, and
your team has everything
that needs. And so
when we click in, we
can see all of those
steps, all of those
processings. My team
gets everything that
they need right in
one view, right when
they need it, so
they can see everything
that is in motion.
Now this process
automation looks
great, but I want to
leave you a little
secret. I
actually think the
public sector is
better set up for
process automation
than almost anyone.
I see a lot of blank
stares, and you're
thinking, why? Well,
it is because you have
so much documentation.
You have process
documents. You have
compliance manuals.
You know what good looks
like, and thankfully,
you wrote it all
down. And so Dell
has the same discipline
that you do, and
that's what enables
them to have a really
great measurement on
what they're doing.
Here, the supplier
onboarding process looks
like it's taking about
20 days, and Dell can
go in and ask the
Tableau analytics agent,
what can I do to help
improve this? And what
I love is that it goes
right down into the
data. It looks through
that process, and it's
thinking, how do I
improve it? Well, here
you can see the
bottleneck is that the
financial document
verification step should only
take about four days,
but it's taking nine.
Now Dell knows
exactly where to go.
Iterate, deploy
an agent, and
automate and accelerate
this process.
You have the
exact same tools.
You can do the same
thing. Measure,
automate,
iterate, improve.
Everything that you
need is right there.
I just want to end
with a quick message.
D.C. is filled with
some of the most
talented, dedicated
people in the world. You
took your job not
because you loved forms.
You took it because
you had a mission.
You wanted to serve
your community.
You wanted to serve
your neighbors.
And you wanted to
serve your country.
Let agent force
do the automation.
Agents are great at
manual work. That
way, you can go focus
on the mission. We're
deeply honored to
be a part of your
journey. And thank you
for listening today.
I don't even know
where Marianne is.
Amazing job,
Avantika and Corey,
and for sharing those
incredible demos.
Everything we're
showing you is
obviously real
code. We take a
lot of pride in
the innovation.
And I just want
to say, it's so
energizing to see
that. You know, the
opportunity for
process automation
across public sector
is incredible.
My dad was in the
Army. He used to
say, the Army has
got a manual for
everything.
Literally everything.
You know, there is
a PDF, a Potomac of
PDFs out there, you
know, as you heard from
Avantika. Being able
to bring those to
bear and do the
automation is so critical.
And all of that
is so that you
can have humans
still in the
loop, but not
just in the loop.
I'm going to steal
a line from our
next speaker,
humans in the lead.
You know, and
humans in the
lead designing processes,
ensuring trust and verify
that but the
process is right.
that service
member is getting
exactly what they're
supposed to get.
It's so critical.
And we're just
delighted to hear
from our next speaker.
Please give a
warm welcome
to Patrick
Newbold, the CIO,
Centers for Medicare
and Medicaid Services.
Please join me up
here in the cloud.
How are you doing?
Welcome to World Tour.
It's amazing to have
you here. What a sight.
So you've had an
incredible career. You
know, Patrick has
been the CIO, not
just at CMS, but
Social Security, NASA.
You've been in the
Army. You've had an
incredible career.
First off, just thank
you for all your
service as a public
servant. It's incredible.
I think for everybody
here, they'd love
to understand, you
know, you've been on
a journey with AI.
Maybe tell everybody
here, like,
what have you learned?
What has been,
like, your journey
so far at CMS?
And what's been the
hard part? Like,
what's been the
hard learning that
everybody here can
benefit from? Yeah, I'll
just say one is
what you alluded to.
I think it's very
important that
the humans are in
the lead, set in
the context, set
in the objectives,
not just in the loop.
And I think that's
something that we have.
The second thing I
will say is that when
you're adopting AI,
it's bigger than just
the product of tool.
So that's the
enablement, that's the
training, the education,
so that the workforce
can use it to draw
some outcomes that we
talked about today.
Yeah, I took that away
from our conversation,
the total package.
Because in of itself, you
know, a model
is not enough.
You need a unified
stack, but you need this
total package with
enablement and training
and kind of all that
support infrastructure.
You know, you don't
have an easy job.
You got, what,
half of Americans?
Yeah, yeah, 160
million. 160 million
Americans, no big
deal. No, small deal.
If we were, we'll
be the 13th largest
economy if we
would measure that.
13th largest
economy in the world
and probably needs
some automation.
Maybe tell everybody
here, when you
think about AI and
where it's all going,
like, what's next?
Where do you take it
from here? Because
you've done so much
to automate already,
but what's next?
You know, I think
one of the biggest
areas that we
really want to
focus on is fraud,
waste and *****.
We have a goal
to crush fraud.
And when you're
talking about
paying out $1.8
trillion a year,
Even 1% of that is
a billion dollars
if you can avoid
it in fraud.
Billions of
dollars. I love a
billion-dollar ROI.
I think the American
taxpayers will
love it, too.
Because that's more
funding, and that's
more resources that
can go towards care.
Yeah. Well, as taxpayers,
we're counting on
you for the billion
dollars. No pressure.
You know, for those
of us who have family
members who rely
on your critical
service every day,
like we're counting on
you. And, you know,
we can't wait to see
what you do with AI.
I know it's been an
amazing journey, and
I'm just so grateful
for your leadership
in it. Thank you.
Thank you. Thank you
so much, Patrick.
And thanks, everybody.
I think we have
a, I think I've got
a whole row of CIOs
out here, which I'm
excited to spend
some more time with
as well. So I know
so many of you are
doing critical work.
Well, let me say
this. The agentic era
for government, it is
now. You know, we're
excited. We're having
fun. We're doing
innovation. We're
bringing it to all of
you. We've got these
products available
today for FedRAMP High.
You know, the demo
you saw from Marianne,
we just are so
excited to bring
Mission Force Process
Automation to bear
on the public sector.
You know, we know many
of you have secure
environments, air
-gapped environments.
You know, supply
chain is one of these
things in the
private sector that
needs to be air-gapped
because of security
reasons. So we're
delighted to
extend that into the
government and to
all of you. And
AgentForce IT service,
you know, having a
change management
database, having
incredible ITSM, this is
something that we know
all of you deserve
and want and have
been asking us for for
years. So we're
delighted to be bringing
that this year to
all of you, IL5, and
marketing and public
sector, and of course,
Data316, Tableau Next.
You know, it's an
incredible time, and
I want to wrap up
here. Maybe we could
go to the next slide.
building your agentic
enterprise today I
think requires a
couple things you know
one is having that
trusted team and thank
you thank you to my
team and that's all
of you the trailblazers
the community the
partners you need
forward deployed
engineers you need people
shoulder to shoulder
with you we're your
team you're our team
our professional
services team is here
for you success plans
our partners our
ISVs and a trusted team
can deliver trusted
AI but you know we
need something else.
We need also a trusted
agreement. We need a
trusted way to link
value of AI with our
pricing and our packaging.
And that's why we
have these new agentic
interforce agreements
that have unlimited
agent force and
unlimited data 360,
because we want you to have
trust in that process
as well. And we want
you to be able to
build and grow with the
agent force ecosystem.
It's not just starting
with our agents, but
so many agents from
our partners who are
out here today. I hope
you'll visit many
of them. The agentic
enterprise journey at
World Tour DC is just
beginning. Hope you
had an amazing keynote,
but I want you to see
all of these sessions.
Patrick got a
session. So many
of our key technical
leaders have
a session. Check
out the demos.
Go to these breakouts.
Thank you to our
partners Accenture,
Carisoft, Deloitte,
IBM, and I miss
somebody else, but thank
you everybody. Please
take the survey and
give us feedback. We
love you. Thank you
Washington DC thank
you the DMV thank you
to our veterans our
service members and
all our public
servants for everything
you're doing we love
you have a great day
