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, Gus and Jackie.
Look at them.
They're low-key, Aura
farming and looks
maxing over there.
That's what the
kids say, 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.
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
is a member service
representative as an
agent is going to help
me through this process.
And as I'm going,
wingman tells me I
don't have sufficient
permissions. Huh.
And the reason
I don't have
sufficient permissions
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. Now,
take a moment here.
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. Their following
procedures, the pen
fed 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 benefit 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 agents 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 Teams as
well. We got your back.
We understand that.
So think about
this. We just
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.
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, this
is why we think
you 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.
PenFed is rewriting
the way they get
work done. That's
what's most important
here and that's
what truly separates
them to be a true
eugenic enterprise.