AI models alone
can't run a business,
but Salesforce
can, and with a
rebuilt platform
tailored for the agentic
revolution. When
it comes to the
public sector, we
are mission ready.
Now let's learn what
makes Salesforce
uniquely positioned
to deliver the agentic
enterprise. Kerry
Chow, joined by
Lisa DeMille, SVP of
Solution Engineering
at Salesforce. Lisa,
always love talking
to you. Thrilled
to have you here.
A lot of big
announcements here in D.C.
I'd love to know what are
the big
takeaways, though,
that people should
have following that
main keynote.
Well, Carrie, it's
so great to be here
at AgentForce DC.
And wow, what a
keynote delivered
by Kendall Collins,
our president
of MissionForce.
You know,
today is all about
seizing the Agentic
opportunity. We have
over 6,000 government
representatives and
partners here, and we're
doing nothing but
talking about Agentic and
AgentForce and so on.
And, you know, the
thing that stuck out
to me in that keynote,
and I've seen it a
lot, is that 95% of AI
pilots fail. That is
a staggering number.
I mean, I talk to
government customers from
around the world every
single day, and I
will tell you that
they don't want to be a
part of that 95%. They
don't want to fail.
But the reason why these
pilots are failing,
and Kendall was doing
a great job talking
about this today,
was that, you know,
Mark Benioff likes to
say, you cannot DIY
your AI. meaning that
an LLM is not enough.
You could have the
best LLM in the world,
but that's not enough.
An LLM is not gonna
know the difference
between your passport,
your driver's license,
and your social
security card. It
really needs context.
That data feeding
into the LLMs needs
context. So huge piece
about that keynote.
All regarding that
context, tell me more
about this because that
leads directly into
my next question. How
does AgentForce work?
Right. So, again, you
can't just drop in
an LLM. You have to
have a plan. And this
is what I love about
Salesforce. We always
have a plan. And in
order to get to the
agentic enterprise,
you need to have a four
process plan. Number
one, you need to have
context about your
data, right? System
number one. So system
of context. Laying on
that, you need to have
a system of process.
So this is like
business processes and
business rules, right?
You got to tell the
data what to do and
when to do it. Over
top of that is you
have to have a system
of orchestration. We
call it agency. I like
to say system of
orchestration. It's like
a conductor in an
orchestra going, hey,
you guys do this. The
drums take over and
the flutes are going
to bring it on home.
So you're
orchestrating all of
those processes
and data. Now
here's where the
magic happens.
Then you put on a
system of engagement.
This is Slack.
This is AgentForce.
AgentForce is going to
be sitting on top of
all of these processes
and this data. And
it's actually the way
that we're interacting
with Agent Force, not
just asking it these
pointed questions, but
talking to Agent Force
like I'm talking to
you right now. That's
huge. I love that
analogy of the symphony
orchestration there.
But you're talking about
Slack. And one of the
biggest advantages,
as you mentioned, of
all the Salesforce
innovations, we put all
that innovation directly
into the flow of work,
which is Slack. What
truly makes Slack such
a game changer? Oh,
my gosh. You don't
have enough time for me
to talk about how much
I love Slack. So Slack
has revolutionized the
way we work. It has
definitely revolutionized
the way I work.
A year ago, I start
my day off. I've
got my monitor.
I'm in all these
different applications.
And I deal with
a lot of products
around the world,
a lot of people
around the world.
Most of the time, I
can't remember if it
was a Word document in
Excel. I can't remember
who I talked to. I
got a lot going on.
Today, my day is
completely different. I
actually have my screen
as half Slack and then
half whatever I'm
working in. And I engage
with Slack just like
I'm talking to you. I
actually have 10
customer meetings here
today. To prepare for
those customer meetings
would have normally
taken me two weeks. I
want to know everything
about that customer.
When did they start
with us? What products
do they own? Any
support tickets? That's
a lot of work for
anyone, two weeks.
So, you know, I
prepared last week. I
asked Slackbot to
do it, and I just
wrote a two-minute
prompt, and within
60 seconds, I had
all of my briefings.
We have seen this at
Salesforce. Slack has
saved over 140,000
hours of work. I mean,
think about that at
an enterprise level.
I don't know how
I've worked without
Slack, ever. It's
contributed to my, I've
contributed to that
number as well,
because Slackbot saves
me plenty of time
prepping for meetings
and so forth. I'd
love to know, So
take me through a use
case example when
it comes to, like,
productivity of what
we're able to offer.
I'd love to, because
we talk about the
innovation. Take me
through a use case.
So let's say that
you had to provide
permits or benefits
within the government.
And in those processes,
the government has
a lot of data, and they
have a lot of forms.
go to Slack and just say,
you know, Slack could
actually surface up
the cases that you
have to work on every
day. You can go to
Slack to say, where are
the ones that I need
to engage? What data
do I need to engage
with this? How do I
further help that
person? You know, General
Motors, so you know
General Motors,
right? They've deployed
Slack across their
97,000-person
workforce. I mean, it is
literally changing and
revolutionizing the
way that we work today.
So it's shortening
the time frame that
we need to find data.
It's shortening the
time frame for us to
get back to citizens,
back to consumers.
It is just, it is
incredible because
remember, it sits on
top of all that data.
So Slack is like
looking into all of this
data, this context,
all these systems.
And agencies have a
lot of systems too.
A lot of systems that
need modernizing and
that's where Agent
Force comes through. So
Lisa DeMille, thank
you so much for joining
us and for sharing
your insights on how
Agent Force can make
such a big difference.
To learn more about
how Agent Force Public
Sector can help your
organization scale,
scan the QR code on
your screen. Now check
out this highlight
from the main keynote.
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
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
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.
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. You know, 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.