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A year ago,
Agent Force was
just a whisper, an idea.
Today, it's the
fastest growing product
we've ever launched.
Let's talk about
Salesforce unveiling
Agent Force. Tell us
how big companies are
using Agent Force.
It's not just what is
possible, it's what
you are going to
make possible. Humans
with agents driving
customer success
together. This is what
AI was meant to be.
This story isn't
just about scale.
It's about something
more profound.
It's about a choice.
Is AI going to
replace us? Or are
we going to be
in command of it?
As Salesforce, we've
made our choice.
We're building AI
that elevates people.
Where agents handle
the busy work. So
we can focus on the
work that matters.
Because AI, when
built with trust,
it elevates your people.
It helps them
move faster, think
deeper, and connect
more meaningfully.
AgentForce has
now handled more
than one and a half
million customer
service requests
at Salesforce.
Now, that's not
just a milestone.
That's over a
million questions
answered with precision,
a million customers
understood with
empathy and care.
And most of all, more
than a million
times, our people
were empowered to
drive greater value.
In the future of work,
it's not artificial.
It's profoundly human.
Around the world,
companies are embracing
this new way of
working, where people
and AI partner
together across every
function, in every
corner of the enterprise.
And when that
collaboration works, it
doesn't just change
how companies perform,
It changes how
people feel about
their time, their
impact, their purpose.
More time to solve,
more energy to
connect, more
humanity in the loop.
This is the
agentic enterprise.
A transformation
designed for people,
powered by AI,
built on trust.
And here's the truth.
AI doesn't feel.
AI doesn't
care. But we do.
and that's what sets
us apart because
the real miracle
isn't building
machines that think
like us it's building
an enterprise where
people can become
everything they're
capable of being
so welcome to the
agentic enterprise and
now our ceo and
chair mr mark vinioff
all right good
morning everybody
good morning
everybody good morning
everybody i said good
morning everybody
no no no aloha a
little better but we're
gonna work on that
later okay good morning
everybody we are so
excited this is going
to be the biggest
most exciting dream
force ever it is the
agentic enterprise it
is incredible what
is happening look at
everybody in this
room how about giving
yourselves a huge round
of applause look at
the room amazing and
if this is your first
dream force stand
up and be welcome.
Stand up if this is
your first Dreamforce.
Amazing. Welcome.
Incredible. Welcome
to everybody
new. We're so
happy to have you.
Look, we are going to
take the next hour.
We are going to energize
you, excite you,
motivate you, inspire
you. But the number one
thing that we are going
to do is... Why am
I doing the slides? You
guys can do it. We're
going to thank you.
We don't thank you
enough. We know everything
you do every day.
We are so grateful
to you. To you. We're
grateful to you. We're
grateful to each and
every one of you.
We're grateful to you.
We're grateful.
Come on, guys.
We're grateful
to you. Okay.
All right, and to
our customers, our
trailblazers, our
partners, our employees,
our communities,
our veterans, our
nonprofits, all of our
community groups, we're
so grateful to have
all of you here.
We are so thrilled to
have this Dreamforce,
and we have got a
great show for you
today, a fantastic
show. Look at all of
these amazing speakers
we have. We have
Sundar, the minister
from Saudi Arabia,
Takedra, Brett,
Matthew, Dario. We
have so many people.
It's unbelievable.
And it is going to be
an incredible event.
We are going to have
amazing discussions.
We are going to go
looking at the future of
technology. And we're
going to be looking
at how you and all of
us are going to come
together in an incredible
new way. And, yes,
we've raised another
$9 million for the
Children's Hospital,
reaching $130 million.
Amazing.
Our team has
done an amazing
job, and that
amazing job is they
have 1,500
sessions for you.
1,500 sessions.
We expect you to
go to each and
every one of them.
Okay. We also have
Agent 4City this
year. You're going
to love Agent
4City. It's amazing
what you can do
there. See all the
customers, what
they're doing with
agent technology.
Anybody here
already using
Agent Force?
Raise your hands.
Amazing.
Okay, so now,
this company
was built on core values.
Trust, customer success,
innovation,
equality, sustainability.
Now, a couple weeks ago,
feels like a
couple days ago,
one of our closest
friends, one of
my closest personal
friends, died.
She was here last year.
She's been here for
the last several years.
And she was here
to talk to us each
and every year about
sustainability.
And right now what I
want to do is I want
to put all of our
political situations
aside and all of our
divisiveness and just
come together as one
Ohana right now one
Ohana and hear the
parting words from one
of our closest friends
who is can be here
only this year in this
video please welcome
Jane Goodall what
is evolution really,
but innovation
in slow motion.
Nature has always
solved her problems with
endless patience and
astounding ingenuity.
In the technology
business,
innovation is impatient.
The challenges
are pressing.
Change the only constant.
The nimble are rewarded.
Those who lose
a step perish.
Climate threats
are accelerating at
the blistering
pace of technology.
We don't have the
luxury of millennia.
We need innovative
thinking here and now.
Business must be a
platform for change
and an essential
source of innovation.
Drive and support
the ecopreneurial
thinking our planet
so desperately needs.
Through innovation,
education, and mobilization,
we will continue
to thrive together
as a planet, as a
species, as people.
Caring for this
planet that has
forever cared for
us is simply the
next great step in
human evolution.
Jane was here every
year because she
believed, as we all
believe, that business
can be the greatest
platform for change.
26 years ago, we put
1% of our equity, our
profit, our time, into
a 5133 foundation.
It was very easy
at the time. We
had no equity,
profit, or time.
But now we've given
away almost a billion
dollars. We run 62,000
nonprofits and NGOs
for our service on free,
and we've done over
10 million hours of
volunteerism. We also
have done over $300
million in re-skilling,
training,
$150 million for a
local San Francisco
and Oakland public
schools. How many of
you have already
adopted a public school
in your neighborhood?
Raise your hands.
Oh, not enough.
Not enough.
Now's the time, more
than ever, I can tell
you, especially
because of COVID, the
kids today, especially
the ones who are
in middle school,
those kids who are in
their elementary school
during COVID, they
didn't get that
reading and writing
training that all of
us had. Now's the time
to go back to mentor,
to help, to adopt
your local public
school. I've done it,
and I recommend all
of you do it as well.
One more thing. Not only
did we do our
1-1-1 model,
but 19,000 people
followed us into
that journey and
have given away
$3 billion of
philanthropy already.
Incredible. We want
to thank all of those
people for adopting the
1-1-1 model as well.
they believe like we
do that we're doing
well and we are doing
good and you can
see this as we go to
the 40 billion dollars
this year in revenue
hard to believe
and with our core
values intact with our
primary vision intact
which is to connect
with our customers
in a whole new way
now it's been an
amazing 26 years
the rate and growth
of innovation
it's awesome what
has happened.
And we've seen
that innovation go
forward over and
over and over again.
But one thing that I
noticed, especially in
the last year, especially
since we were last
here together, and
maybe you've had the
same experience, I
noticed when I'm at home,
I'm on my phone, I'm
working with these large
language models. Okay,
what am I doing? I'm
kind of going, yeah,
I'm using this amazing
consumer technology
wasn't so unlike 26
years ago when I was at
home I was working on
Amazon I was working
on Google I was working
on eBay but then when
I got to the office
my experience was
very different is that
your experience
too that is we have
amazing consumer
technology on our phones
working with these
amazing AI models and
all this amazing
technology but when we
get to the office when
we get to business
are we have that
same level of power
now? I don't think
we do. You see, I
really think this is
the next revolution.
We've gone through
cloud, we've gone
through mobile, we've
gone through social,
we've gone through
predictive AI, and now
we're entering
this new agentic AI
revolution. And we are
going to explore it
in depth at this show
over the next three
days, and it is going
to be magic. Now,
the agentic
revolution, there's
no question, it is here.
And you're going
to see it over and
over again. And when
you get to the trade
show, when you get
into Agent 4City,
you're going to
see how all these
customers have deployed
this technology.
It's really incredible
what has happened.
Okay, so let's talk
to really one of
the leaders in this
area. Let's get
a quick insight into
the very core of
the foundation
models. We're going to
have an amazing
interview. Let's talk
to Brad Lightcott.
Brad, stand up.
Welcome to Dreamforce,
Brad. Brad,
we're so thrilled
to have our
relationship
going with OpenAI.
Love Sam. We're just
with him in the UK.
Brad, what's
happening with OpenAI?
You guys are
becoming a critical
company, critical
part of our
infrastructure,
everybody's infrastructure.
What's your vision
for the future?
Vision for the
future is simple. We
believe that AI
systems are going to
unlock potential for
humanity at levels
that we today can't
even comprehend.
And so how does
that happen? One
is we've got to
integrate with the
systems and tools
that people use.
Two is we've got to
be able to create
new experiences for
people to do more.
And then three is
it's all got to be
trust-based, and we've
got to get that right.
Very exciting. Brad,
we are thrilled
that you are here.
Thank you very much.
And you'll be here to
talk to everybody here.
There's going to be
a long line to talk
to you at the end of
the keynote, all right?
Thanks for
having us. Please
welcome Brad Leitkamp.
Fantastic.
Very, very exciting
that Brad – oh,
Jim Cramer's
right here. Jim
Cramer, welcome to
Dreamforce. Great.
Jim Cramer,
everybody, right here.
Amazing.
Okay, so let's
talk about this.
This agentic divide,
you know, we're on
one side of it. Our
consumers are over
here. They're using
Brad's technology.
They're using open
AI. It's amazing.
But we're over here
with our enterprises
and we're enterprise
technologists and
we're doing our work
and it's awesome.
Okay, but this
agentic divide.
You know, you don't
have your data
right, you're not
going to get your
AI right. Am I
right about that?
You got to get
your data right.
You got to get to more
integrated solutions.
You got to get the
priorities
right for this.
You have to get the
governance right. Do
we not all understand
those things right
now? This agentic AI
is a very real divide.
Well, I am is
right here. Will,
great. Welcome
back to Dreamforce.
This agentic
divide, amazing, but
it's split. It's
a bifurcation.
Your customers are
elevated. Now, what
about your
enterprise? And we all
saw the MIT study,
didn't we? We all
saw that just making
our own models or
kind of rolling it
ourself or DIYing
it, that isn't going
to do it, is it?
We need to be doing
our work at Salesforce
for you, and we need
to all be on this
journey together to get
to this better place.
That, in our vision, is
the agentic enterprise.
We're going to this
incredible new world.
This world, exactly
as Matthew said,
because the technology
does elevate us,
there's no question
it elevates us as
individuals, it elevates
us as organizations.
but it's where
humans and agents
drive customer
success together.
We've already seen and
I'm sure every single
person in this room
has had the example
where they're using
the large language
model and it is great
but it is not perfect
and sometimes it takes
a hard right turn and
goes in the wrong
direction. Am I right?
And that means we
have to be there.
We have to be
there to make it
work, to make the
partnership work.
That's why humans
and agents have to
drive customer
success together so
that we can get the
customer loyalty we
want, to get the
trust that we want,
to get the ability
to have a leaner
organization
possible with this
technology, more
efficient organization.
We call that the
agentic enterprise.
That is what is
possible today. That
is what is exciting.
And when we
left Dreamforce last
year and we launched
this product a
few weeks later.
What we realized
at Salesforce
is we have to
be ground zero.
We have to be customer
zero. We have to be
able to go from one
to two to three to
four to five and show
you what we're doing.
Have we been perfect
in rolling it out?
No. Have we been
listening to you? Yes.
Iterating, evolving,
changing, really
trying to understand
how is this
going to happen? And
you've seen it. How
many of you have
been on help
.salesforce.com already?
Raise your hands.
And you can see
how it's evolving
and changing. Well,
since we rolled
it out, only
nine months ago,
1.6 million billion
conversations
through the agent level,
1.6 million
conversations with
humans, putting
them together,
the humans and the
agents together with
an omni-channel
supervisor that you'll see
at the show that's
paying attention to
what are the agents
doing? What are the
humans doing? How do
we have the ultimate
customer experience
across all channels,
on agent force, on the
sales service reps?
It's amazing.
Here's an
interesting fact. In
the last 20
years, 26 years,
between 20 and
100 million
Julie Sweet is sitting
right here, the
CEO of Accenture.
I should say hello.
I'll talk to you later.
Between 20 and 100
million customers who
contacted us, between
20 and 100 million
customers who
contacted us in the
last 26 years, we
didn't call them back.
We did not
call them back.
We didn't have
enough people.
That's amazing.
It fueled our
competitors.
It created all kinds of
issues in the industry.
Okay, now,
just this week,
our SDR is calling back
50,000 customers a week.
That is amazing.
And it's deeply
integrated with
the sales cloud,
with Agent
Force 360 sales.
This is a moment to
kind of start to think
about what does an
agentic enterprise
look like? We want
to be customer zero.
We want to see how we're
going to get there.
We love AgentForce,
and we're investing
huge amounts in
AgentForce. Huge amounts.
But listen to this.
We've gone faster
with AgentForce than
we have gone with
any other technology.
From one a year ago
to two, to two DX, you
were there at Trailhead
DX, to three, and
now you're going to
see a new AgentForce.
one that is built on
every app we make,
one with voice,
one that is predictable
and accurate,
one that is
intelligent and with
context. This is
key, the context.
You don't have your data,
you don't have
your context.
You need that deep
data integration.
It's something that
we have learned.
We're going to show
you how we have
connected with you
in a new way. We're
going to show you the
critical aspect of
achieving context
through the agent.
And now, with this
new Agent Force 360
platform that we are
rolling out at the show,
we're going to rebuild
each and every one of
our products on top of
it. And you're about
to see demonstrations
of that technology.
It's gone from Agent
Force sales to Agent
Force service, which
you've been using, to
our new AgentForce
marketing and that SDR,
a new commerce,
Slack, and yes,
you'll even see
teams with our new
AgentForce ITSM
product. We're
entering IT service,
an AgentForce HR service,
revenue management,
a brand new supply
chain product.
We're about to talk
to Michael Dell.
He's got 20,000
suppliers on AgentForce
supply chain
already. Amazing.
and we also see
agent force field
service of course
mule soft that so many
of you already are
using has a new
agent fabric and
a new version of
tableau all built
with the agentic layer
you know it's kind of
funny i'm starting to
see this already appear
with our customers
at my house i also
have a i have my office
and then i have a
house airstream trailer
it's all crazy hooked
up I'm sure you have
the same things some
crazy thing it's all wired
together I don't even
know how I'm getting
it wired together
and I bought these
products from Eaton and
Eaton lets me connect
this Airstream trailer
that I bought and well
I got it running on
my solar panels but
when the rep comes out
the field service rep
from Eaton to work on
my Airstream trailer.
He doesn't just have
that system of record
information anymore.
He's got an agent
running alongside him
that's helping him to
advise him, to show him
how to make it work.
We've seen that
with so many of our
customers, for example,
that are deploying
that product, Agent
Force Field Service.
You know, in Los
Angeles, I was down with
Edison. They've had
terrible wildfires. Now
they have to go pole
by pole, tree by tree.
They use Agent Force
Field service to do
it. And the agent
rides alongside that
field service technician.
They're not alone.
So on each one of
these products, it's an
amazing story.
Whether it is sales or
service, whether it is
marketing. I mean, we do
11 trillion emails a
year at Salesforce.
But each of those emails,
it's a one-way
conversation.
What if they were all
two-way conversations.
That is a vision for
what it would look like.
When I use Slack
today, I've got
dozens of agents
that are helping me
to make my Slack
environment better,
more efficient,
renew my customers,
sell more
effectively. You're
going to see it
at the show, that
Slack has become
a agentic OS.
Pretty awesome.
So in each one of
these things, each one
of these core pieces,
And then as we get
into financial services
or healthcare, public
sector, manufacturing,
consumer goods,
communications,
we've built more
than 300 agents
that reflect the
needs of each and
every industry.
And then on our
core 360 platform,
you are going
to see amazing
voice. You're about
to see the demo.
You're going to
see the ability to
choose whatever model
you want. We know
that you've made
your own model or you
might have a model
that's important
to you or the country
that you're in.
That you want
observability and
orchestration. You
want agent-to-agent
capabilities and
use MCP servers.
You want to be able
to achieve not just
prompt engineering but
context engineering. so
that you are able to
determine what it is
that's really important
in delivering that
agentic experience,
the agentic enterprise,
the trust and
security that
you expect,
the governance,
the ability to backup
and recover your systems,
the APIs, the
SDKs, the DevOps,
and Heroku, all
as one integrated
AgentForce 360 platform.
And this is what we've
been working
on this year.
This is what
we're rolling out
at the show. This
is what you're
going to get
your hands on.
And here's the
thing. The question
that has been
haunting us at night.
What if everyone, what if
everyone had the power?
What if everyone
had the power
to build agentic
enterprises?
We've seen
some incredible
advances in AI this
year. And you're
about to see
one right here.
I want to introduce
you to Patrick Stokes.
and he's going
to show us an
incredible new
product, Agent
Force Vibes.
Welcome, Patrick.
Thank you,
Mark. Thank you.
All right. So for
the past 26 years,
our trailblazers
have been turning
our best ideas
into apps and
into automations,
into dashboards,
and most recently
into AI agents.
And today is an
incredibly exciting
day because we are
about to give those
same trailblazers,
21 million of them,
a superpower.
Introducing Agent
Force Vibes.
Now, Agent Force Vibes
is the fastest, and
frankly, it's the
most fun way to build
absolutely anything with
Salesforce just from
a description, just
from writing it down.
And it's able to
do this because
of what makes
it different,
and that's
context. context.
You see, context is
what gives language
meaning and understanding,
and we all speak
a language, right?
Now our AI speaks that
same language, but
there's another piece
of language, the
language of our business,
the language of our data,
of our relationships,
of our customers,
our products, our
employees, our permissions,
and Agent Force
Vibes speaks that
language as well. In
fact, for the first
time, now our people,
our AI,
our business,
and our ideas all
speak the same
language, our own.
And I want to show
that to you in a demo.
So we're going to come
over here, and we're
going to open up Agent
Force Vibes for the
first time, and we're
going to VibeCode
together. Now what are
we going to build? We're
going to build a
Dreamforce command center.
And we're not going
to start by writing
some code, and we're
not going to start with
a single prompt
either. we're going to
start with a description
of what we want.
So I've written all
of that down. All I've
done is come down
and write out what I
want. The Dreamforce
Command Center is a
real-time analytics
dashboard, yada, yada.
Here's the core metrics
that I want. I've
even gone as far to
write down kind of the
basic look and feel.
I've said I want a dark
mode with blue accent
colors, et cetera, et
cetera. And what's so
cool is anybody can
write this down, right?
Some of these steps
that we're going to have
our trailblazers do,
but anybody can write
these descriptions.
And so all I have
to do now is attach
that description
to my first prompt
here, and this is
where it gets awesome.
Watch this. All I
have to do is say
build the app, not
the tap, the app,
and start slow with
just the header.
We're going to do,
well, I said threader,
but it's probably
going to work. So we're
going to start a
little slow. It's going
to think for a minute.
What it's doing is
it's consuming that
document, right? And
it's looking into our
org, and then in a
second there, boom,
it's going to replace it
and start writing out
all of the code, and
this should look
familiar. And just like
that, on the right, we
have a live preview.
We've got a brand new
app, our Dreamforce
Command Center, and
it's even in our
dark mode like we asked
for. Now, it's not
very impressive yet.
It doesn't do much. So
this is my favorite
prompt. Watch this.
This is where you'll
really see the magic.
Add the rest.
That's it.
Now, how on earth could
it know what I mean
by the rest? Well,
there's two ways it knows.
One, I told it. I
wrote it down in that
document that we just
looked at. That's where
I told it all of the
data that I wanted. But
the second way it
knows is because it
understands the language
of my business, and it's
able to do that. Look,
as you see up here,
it's actually looking
through my Tableau
semantic model, so it
knows where all of the
data for those charts
that I asked for are.
And unlike other
vibe coding solutions
that kind of
leave it to you to
connect to your
data, Agent Force
Vibes just does it
for you. So now,
preview here, we've
got something pretty
darn good. We can see
average wait time,
we can see
streaming data,
et cetera, et cetera.
But I like this one
right here, total
session scans by
location, but I think
we can do a little
bit better. Who
wants to see location
as a bar chart?
Let's see if we can
make this a map.
Can you give me
session scans on a map?
And this should go
pretty quickly as well.
It's got a map charting
capability, so it's
just going to take
that same session data,
and hopefully it'll
overlay a map on top.
If I zoom out a little
bit, here we go. We
can see all of the energy,
all of the activity
happening around
campus from all of our
badge scans. Every
time we scan, this is
going in, and so
there's a big amount of
activity right here.
That's because that's
literally right here.
That's where we are right
now, and what we can
also see, though,
is where there's maybe
some lack of energy.
What I want to do is
I want to see if I
can fix that, And
if there's one thing
I know about Dreamforce,
it's that energy
tends to follow our
mascots. So I want
to see if I can build
a flow to deploy
our mascots. So we're
going to do that.
Build a flow
to deploy our
mascots to
Dreamforce locations.
That's it. And now
you're going to see it
start to do something
a little bit different.
It's not necessarily
writing code anymore.
What it's doing now
is writing Salesforce
metadata. metadata.
This is writing all of
the metadata required
to make that, in this
case, a screen flow
work. And if you've
ever built a flow, you
see each one of those
chunks going down,
down, down. Every one
of those is probably
like 35 clicks inside
a flow builder. So think
about how much time
that's saving us. But
it goes a step further.
It doesn't just
write the flow, it
actually deploys it as
well. You can see here
it's deployed that flow
right into our org.
And if I am lucky,
it'll finish that up,
send it over to our
org, and it's actually
going to give us a link
as well as a button
on our map. So there's
our flow. We can
come over here. Here's
the flow that it just
built out for us in
its entirety. And if
we come back, we can
look at our app just
in our browser. Here
we go. It's going to
load, and we can give
this a shot. So let's
scroll down. We've
got our button here,
which is attached to
our screen flow. And
here's what I want
to do. I want to send
not just regular Cody,
but I want to send
Vibe Cody over to
Moscone West to hang out
with our developers.
Let's go ahead and
deploy him. Now, Vibe
Cody is on the campus
somewhere. There
he is right there.
And any second now,
he should get a
notification. Oh, there
he goes. Vibe Cody
away, off to
hang out with our
developers where you
can get hands-on with
Agent Force Vibes.
Mark, back to you.
Right there,
Patrick Stokes.
How about a big hand?
Agent Force Vibes.
Amazing, right?
Because you can
really see, can't you,
that the AI is
elevating Patrick as the
developer, and the AI is
elevating every aspect
of the enterprise. All
of us will get elevated
through this experience.
We all become a
little bit better
through this capability.
That is what is really
exciting about right now.
But look, we realize
that this is also
true, that AI alone
is not enough.
It's not enough
just to have an LLM.
It needs all of
these capabilities
that we just
saw to connect
it, to give it
the context,
to give it the
guardrails, all of those
critical pieces
associated with that.
Doesn't that make sense?
And we're going to
go, Governor, great
to see you hiding
in the row here.
Thank you very much
for being here.
Robert, thank you
for everything
you're doing
for the country.
Now, let's take a
look at five stories.
Five stories
of five amazing
companies that are
doing this work.
Five examples from
this audience.
Let's take a look at
these five customers.
Williams-Sonoma,
Pandora, PepsiCo,
FedEx, Dell. Let's
take a few minutes
on each one and
see if we can find
the inspiration,
the motivation, the
energy, the excitement
to build our own.
Our own agentic
enterprises.
Okay?
All right, Sajana,
take it away.
Thank you so much, Mark.
There are as many seats
in this keynote room
as customers that we
have using AgentForce
to transform their
entire companies today.
Over 12,000 of you
have partnered with us
to bring your agentic
enterprise vision
to life, and you've
given us your feedback.
And all of it has
culminated in our latest
release, the Agent
Force 360 platform.
And it all starts with
intelligent context.
You've told us that your
data is complicated.
You have tables,
you have workflow
diagrams, you have
all sorts of stuff in
your enterprise, and
you need your agents
to have all of that
context available.
Now you can with
Agent Force 360.
You also want these
agents to speak.
You want them
available on your most
available channel,
which is voice.
And now with
Agent Force Voice,
you have the
power of agents
directly in your
contact center.
Now, I can't wait to
show you this next
piece, our new Agent
Force Builder. You're
going to be able to
build agents faster
than ever before across
your organization.
And you've also told
us that sometimes
AI doesn't really
behave the way that
you want it to. You
need a little bit
more predictability
in your business.
And that's why with
AgentScript, you're going
to be able to have the
reliability of code
with each and every
one of these agents.
And as Mark said,
we have completely
reimagined the entire
Customer 360 as
the AgentForce 360.
Now, everything is
agentic. So I'm going
to show you how
AgentForce service also
plays a critical role
in William Sonoma's
vision. So why don't
we go ahead and
see this in a live
demo with the folks
over here at the demo
desk. We got Kristen
and Rachel. so let's
give them a hand.
Now, Williams-Sonoma
has the simple mission
of having their customers
fall in love with
hosting and cooking
in their home. So when
they decided to deploy
AgentForce, they
wanted their agent to
embody that same mission.
Now, meet Olive, the
AI sous-chef, and I
want to call out, this
agent went live on the
Williams-Sonoma website
just this weekend.
You got to check it
out after the keynote.
Now, if I want Olive's
help in hosting
a fall dinner
party, it's as easy
as asking a question.
And immediately,
I get recipes served
up just for me.
And I'm not much of
a cook myself, so
I need some video
tutorials to help me
with this recipe.
And just like that,
when I ask that
question to the AI sous
chef, it's assisting
me right there,
right inside of
this experience.
Now, I know what
you're thinking.
We all have
thousands of ways
that we like
to find recipes
and recipe
tutorials, I get it.
But pay close
attention to this
entire conversation.
This isn't just
some set of random
recommendations
and tutorials. This
is just for me.
Every single
recipe, every single
video is based off
a product that I
just purchased from
Williams-Sonoma,
this new Dutch oven.
Now, Williams-Sonoma
cares deeply about
making this experience
predictable for
every single customer.
And so I want to
show you exactly how
they built it using
the brand new Agent
Force 360 platform.
So here we are
inside of the brand
new Agent Force
Builder. Agent
Force Builder has
had a huge makeover
since the last
time you saw it.
This is AI-assisted
development
where I have an
agent here to help
me build faster
than ever before.
Now, I want to
show you why this
is so critical
and important.
Now you can have
each and every
one of your
employees building
agents in
natural language.
But there's a
problem here too.
Because when you
start building in
natural language, it
gets a little messy.
And you might have
instructions that
look a little
something like this.
And imagine taking
any new colleague
in your organization
through instructions
that look like
this. Before you
do this, do that.
If this, then that.
It gets really
confusing for a human.
imagine what it's
like for an LLM.
So I'm going to go
ahead and use the
power of this
new builder to
completely transform
these instructions.
And what we're doing
behind the scenes here
is we're transforming
this unpredictable
natural language into
deterministic code.
So this is agent script.
And this is going
to play a critical
role in how each
and every one of you
build agents that you
can predict in the
flow of work and
for your customers.
Now, the story
doesn't stop here,
because while
AgentScript can help
make your agents
more predictable,
Williams-Sonoma
wanted more. They
wanted each of their
humans, when they
had those cases
escalated to them, to
have all of this
context available
for them about every
single customer.
So when I call a
service rep at Williams
-Sonoma, they know
everything about
me. They know my
recent purchases. They
know my customer
lifetime value score.
And this isn't just
any old service
cloud. This is
AgentForce service. So
you have AgentForce
available here
in the flow of work,
ready to assist
every single service
representative.
Now everything that
I've shown you here
today is just the tip
of the iceberg. Join
me in the AgentForce
keynote tomorrow to
see a more complete
version of their agentic
enterprise vision.
Back to you, Mark.
Great job, Sajna.
And we have one
of the world's
great CEOs right
here, Williams
-Sonoma CEO, Laura
Albert. Please
welcome Laura Albert.
Welcome, Laura. Great to
have you back
at Dreamforce.
Amazing what is
happening on your
site across all
your different
brands. I love
Williams-Sonoma.
Every chair in my
house is from Pottery
Barn. I love that
they all swivel.
Fantastic. Laura,
how is this changing?
Williams-Sonoma, what's
your vision for how this
goes forward? Yeah,
first of all, it's
great to be here with
all of you innovators and
people who are dedicated
to their customer
experience, and I've
been lucky enough to
be at Williams-Sonoma
for 30 years, but for
70 years, Williams
-Sonoma has been providing
unparalleled customer
experiences with the
best products in the
market and incredible
stores and incredible
websites, and when
you guys think about
Williams-Sonoma, what do
you think about? Do
you start to salivate?
Do you want that
peppermint bark that we're
serving in the
stores? Do you see our
beautiful trees at
Pottery Barn or West Elm.
I hope so. And I'm
going to need my pumpkin
carving tools. And
your pumpkin carving
tools, which is coming
up. But you think about
that and you know how
incredible our stores
are. And we have great
websites too. And
actually we do 70% of
our business online.
But can you imagine
if the websites
give you that same
warm feeling that our
stores give you
when you go on them?
What a difference
maker that will be.
We've been working
with Salesforce for, I
think, 15 years, Mark?
Believe it or not,
15 years, building
all sorts of things,
some of which have
taken a very long time.
I'm sorry. However.
I apologize.
Olive,
from start to
finish. Olive is the
name of your agent.
30 days. Amazing.
30 days, Olive.
Congratulations.
Very exciting.
Olive's alive.
30 days to get to Olive.
Yeah, 30 days.
Olive is on the
website as As we
speak, it's building
every day,
answering questions,
decorating, gift-giving,
cooking,
entertaining.
Everything you
need to do for the
holidays, Olive will
help you with. And
it's only a small
beginning on one
brand. We have many
brands, as you know.
We're looking
forward to using
different versions of
this on our brands.
But our customers,
you know, Christmas
is our Super Bowl.
The holidays are
so important to us.
And they come to us
and they trust us.
and we're always
there trying to make
it better. And this
year I think it's
going to be the
best it's ever been
because we're going
to be able to answer
their questions more
accurately and faster.
And so while you
come to us, and I
hope you all shop
Williams-Sonoma,
Potter Barn, West
Elm. I'll continue,
but I won't. I hope
you all shop us.
And my gift to you
is the gift of time
because we're going
to answer your
questions faster because
of agent and force.
We're going to
get to the answer
faster, and
you're going to be
able to go back and
enjoy the holidays
with your family
and friends.
That is my promise.
And thank you, Mark,
for making our dream.
This is our dream.
Thank you for making
it happen. Laura,
you've been a great
partner. We couldn't
be more grateful to
you, your team, to
all of Williams
-Sonoma, all the brands.
Thank you for everything
you're doing
for Salesforce.
And, Laura, thank
you for being here.
Laura's got her
whole team here.
And also all the
Williams-Sonoma people
are here. Stand
up. Stand up. Stand
up, Williams-Sonoma
people. And when
you get to Agent
4City, you'll see
there's a huge
Williams-Sonoma store.
Thank you to all of our
Williams-Sonoma
trailblazers.
Great job, everybody.
Really exciting.
Thank you,
Laura. Really well done.
All right. Well,
it's been amazing.
We're really
starting to see
what is it going
to look like
to have an agentic
enterprise.
We're trying to
unfold the vision, the
excitement, the energy
around it. Now let's
go and look at an
amazing company,
Pandora. How many of
you have ever bought,
gone to a shopping
center, you go to the
shopping center,
there's a Pandora store,
you go in, you get a
charm bracelet, you
get one of your charms,
raise your hand.
Oh, we're going to
introduce you to Pandora.
It's an amazing
company from Denmark.
Incredible company.
I love it myself.
You're going to
even see it here.
You're going to make
your own charms.
Let's take a look
now at Pandora.
All right.
Thank you, Mark.
Hello from Copenhagen.
Listen,
Pandora is the
world's largest
jewelry brand and
they have just
transformed into an
agentic enterprise.
And Pandora, they're
looking to take that,
they're bringing that
in-store magic that you
get and bringing it to
their online customers.
And it starts with
Agent Force Commerce.
So let's go to the
website. Here we are. And
most times when customers
are online, they
feel a little alone
because they don't have
that in-store personal
touch that they get.
Well, Pandora has
reimagined how
to bring that
personal touch to
the online shopping
experience.
And they created
a personal shopper
agent, Gemma, powered
by Agent Force
Commerce. Let's go
ahead and launch Gemma.
Now, here's the thing.
I wear my Pandora
bracelet all the time.
And I'll tell you why.
Because when I take
it off, it magically
disappears and reappears
on my daughter's arm.
So what we're going to
do, we're going to go
ahead and purchase her
her own Pandora piece.
Now here, Gemma has
my information and
automatically knows which
bracelet I'm referring
to. And after just a
couple of interactions,
Gemma is serving
up some amazing
personalized recommendations.
And here I can scroll
through them. I can
go ahead and swipe
through all of these
amazing recommendations.
Here, I see their
photos. I see the
product information.
I see the pricing.
All of this
information is coming
from Pandora's
product catalog.
Now, this is amazing.
And when I want
to select the one,
I just click on it,
and I can get
additional information.
All of that, I want
you to note, I've
never left the
conversation. Still here.
And now, when I'm
ready to purchase it,
I don't have to reach
for my wallet or
my husband's wallet.
I can go ahead and
click, choose the size,
add it right here.
From recommendation
to confirmation,
this, my friends, is the
power of Agent Force 360.
Now, you know I said
I wear my bracelet
all the time to avoid
that disappearing
act. Well, it needs to
get cleaned. So I want
to give Pandora a
call and ask about
indoor cleaning, I
mean in-store cleaning.
But here's the thing
I want you to know.
This is not just
commerce. This is also
service. With Agent
Force Voice, it's
connected to your
telephony data so that if
another agent picks up
the call, it has the
full context and can
go ahead and pick up
where you left off.
Let's check it out.
Gemma, Pandora's AI
assistant. How
can I help you?
Hi, I'd like to
bring my bracelet in
to get cleaned.
What is the closest
location and do I
need an appointment?
The closest location
would be at Agent
Force City. I could
schedule an appointment
for you at 1 p.m.
Does that work?
That's very convenient.
Thank you. What I
love about this interaction
is, and I want you
to note this, and this
is important, recognize
this. When I'm online
shopping, it doesn't
matter one agent.
If I'm calling for a
service issue, this is one
agent, one interaction,
one seamless
interaction. And listen,
and I want you to hear
me well, this is only
possible with Agent
Force 360, our deeply
unified platform. And
that, my friends, is how
Pandora is becoming
an agentic enterprise,
transforming and bringing
the magic to every
customer moment at scale
globally with Agent
Force Commerce and
Agent Force Service. And
I know you want to
know more, right? Yeah?
So check out the
Agent Force Commerce
keynote tomorrow at
2. Back to you, Mark.
All right. All right.
Give it up for Leah.
All right. All the way
from Copenhagen, Denmark,
sitting next to Leah,
David, welcome to
Dreamforce. Great to
be here, Mark. Great to
be here. We're so happy
to have you, David.
And I know Alex is
coming. And whenever
I'm in a shopping
center, you probably
know I used to do
a selfie with a
Pandora store. Go
in, check out the new
merchandise, the new
tools, the charms.
David, we're so
grateful to you. You're
running sales and
service and commerce and
marketing, I think.
all your customer
touch points on Salesforce
and now AgentForce.
Give us a vision
for the future of
retail and this
incredible experience in
the mall. Tell us,
where is this going?
You're the absolute
expert in this area.
What, it's 6,000 stores
now? Yeah, we're all
around the world.
We've got 860 million
touch points each year
with customers, so
we've got a big old
business out there.
In terms of vision,
when you first
contacted us, I think
it was last November,
Remember, my
assistant said, yeah,
Michael from Salesforce
wants to talk to
you about... That's
Michael over there.
Yeah, yeah.
He wants to talk to
you about AI. And
I thought, what's
missing in my life
is tech companies
pitching AI to me.
You know, so...
I apologize. That's
all right. It's
all good. One thing
led to another. I
like reaching out
directly. You know
that. I know. Yes.
And my boss said,
I got this email
from Mark Benioff.
Yeah. But, you know,
one thing led to
another. We got the
cellophane off of
the software in
January, and it worked
straight out of the
box. that's what
really blew me away
in terms of like okay
there's a lot of
snake all out there
this works straight
away we got the service
piece working first
learn as we go building
the team working
together on that but for
us it's about selling
because as you mentioned
before our business
is about the magic
in store it's about
that conversation you
know it can be an hour
-long conversation you
know it's my daughter's
16th birthday she
loves dolphins there's
a lot of emotion a
lot of connection
we're storytellers and
bringing that to life
we think in the digital
space is a massive
strategic play for us it's
not a new project a
new initiative it is
the future this is
where our business is
heading and we love our
partnership with you
guys well david we are
so inspired by you i
know you've also been
recognized as one of
the most sustainable
companies in the world
we're very proud of
the highest levels of
customer success i love
the products i know
we're building custom
pandora charms for
everybody here downstairs
yeah pandora store
that we've built. I
reserved one for myself.
I can't wait to get
it. Thank you. We're
so grateful to you
for coming, David. All
the way from Copenhagen,
Denmark. Thank you
very much. Please thank
and welcome, David.
All right. So we talked
about William Sonoma.
Laura, amazing. We
talked about Pandora.
David, amazing. Now
let's go to another
company that we all
know, PepsiCo. So
Marianne, tell us the
story. Thank you, Mark.
Agent Force 360 is
elevating every single
team in your
organization. For sellers,
Agent Force for
Sales ensures that no
lead is left behind
and every single deal
is accelerated. And for
field service, Agent
Force ensures that
your technicians
are getting proactive
expert guidance right
in the flow. So
let's thank our demo
drivers up there and
give a big cheers, and
let's jump right
into this demo to see
how we are elevating
marketing, sales, and
field service. We
begin on the website.
This is where sales
and marketing come
together, and now
prospective retailers can get
all of the help that
they need right here.
They have instant two
-way conversations,
and this is game
-changing. Why? They have
one destination for case
resolution, marketing
information, and
connecting to a seller.
But this prospect,
they're just looking
around. They haven't
bought anything. Well,
every seller knows,
got to close that deal.
Let's send Agent
Force this way.
Look at this email.
This is not a
template. This is a
personalized message,
including all of
the best-selling
products near this
specific store.
Agent Force is engaged
24-7, and that ensures
that this prospect
has booked a meeting.
Now, Agent Force
for Sales has
turned every single
nurtured lead
into a meeting
-ready opportunity.
This is how PepsiCo
ensures that
no lead is left
behind. That's awesome.
But for all my
sellers in the
room, I know what
you're thinking.
only half of the work
is done because for
you, you have tedious,
frustrating things
that you've been
doing. Well, I've got
you covered. I am
the head of product
for Agent 4 Sales and
my mission is to solve
that. So let's jump
right into Slack.
This is your new agentic
home and here you
have everything that
you need. We've embedded
Tableau Analytics
because you told me you
wanted to quickly be
able to spot risk and
look for upside. But
when human ingenuity and
everything that you
bring to the conversation
is there, we got
action items. So let's
go prep for that
meeting that Agent Force
scheduled for me. What
I love is that all of
the information that
you need is right here.
Agent Force is surfacing
critical insights,
signals, meeting
recaps. Everything
you need is right
here. And this is
how we are reimagining
sales today.
Alrighty, now we are
going to pivot and go
to the backbone of
operations, field service.
Now let's jump in
and think about those
technicians on the job.
They are the heroes
fixing everything in our
worlds. And what I love
is that the field service
mobile application
is their assistant
that gives them all of
the help that they
need. Instant expertise.
Instead of spending
hours prepping for
a job, they get
everything that they need
right here in the
pre-work brief. It's
a crisp, powerful
summary giving them
everything that they
need to get started.
But what if they
have a problem?
Something comes up
in the field. Well,
we got you covered
because now you
have proactive service
built right in.
Agent Force is your
instant expert.
And reps and technicians
can even go into
the mobile application
and upload a photo of
exactly the part that
they need help with
to get instant help.
And when the job is
done, the post-work
summary has everything that
they need. It's
autonomously filled out,
but small favor, I
absolutely need you to
look at the bottom of
the screen because we
have now turned a
technician into a seller.
Agent Force is
upgrading every single
technician and connecting
sales and service.
You just saw how
PepsiCo is elevating
every single
employee and join me
tomorrow at the
Sales Cloud keynote
at 2 p.m. And you
can learn more.
Thank you. Back
to you, Mark.
All right.
Great job.
Here's one of my
favorite people in the
whole world right
here, Here, Athena,
the Chief Strategy
and Transformation
Officer of PepsiCo.
Welcome, Athena.
Thank you. Huge hand
for Athena, everybody.
Thank you. Thank you.
Thank you for all
the great partnership
for the past 10
years. Athena,
you know I love the
product. I love
the company.
But I love your
leadership and
how you envision
the whole
world. I listen
to your podcast.
You got, I'm sure
everyone here is
going to have a
question for you and
get you after the
keynote. But Athena,
what's your vision
for the future?
Yeah, as an organization,
we want every employee.
Thank you.
Cheers. Cheers, my
friend. And we
have some snacks
for all of you.
And, of course,
amazing Gatorade.
Matthew likes
Doritos. I know.
I know Matthew
likes Doritos.
We sent him. And I
know many of you are
like Poppy as well,
our newest acquisition.
We want every
employee not to be
comfortable. We want
every employee to do
what is possible
and reach the full
potential. So that's
why we have been
working with you on
the whole gamma and
spectrum of marketing
with Salesforce
Marketing Cloud,
sales, service, field.
And, of course, as
you know very well,
and now with your
newest acquisitions,
connect the ecosystem
through Slack and maybe
even supply chain
as we're going to
see the acquisition.
Huge idea. Huge vision.
Huge idea. We want
an interconnected.
It's Pepsi being a whole
agentic enterprise.
Whole agentic
enterprise. You get
every single touch
point. We are the first
company which will
be a genetic AI
first by the end of
2026 in every part of
the business, connecting
all operations,
connecting all our
processes, the way
we think of the
business and strategize
the business, the
way we do innovation,
commercialization,
execution, and
making sure that
every employee in the
company has a sales
and growth mindset.
We are all about
profitable growth.
You are an
amazing partner.
I know you keep
pushing the boundaries
of how we think and
what we do. I get a
lot of text from Mark
every single week.
Have you thought of
that? Have you tried
that? I'm trying,
Athena. You have been
an amazing partner.
Yes, we are grateful
to be. Athena, you
are a great partner.
I could not do what
I do without you.
Thank you for everything
you're doing. Thank
you. Please welcome
and thank Athena.
So exciting.
All right, well,
here we go. So, I
mean, we are really
looking at an
amazing, we're
really looking at,
oh my God, you
almost ran me over.
Listen, we're really
looking at an amazing
moment here with the
Agendic Enterprise.
I mean, it's just an
incredible moment.
And I'll tell you,
I'm so happy that
everybody is here to
be able to see this
and see the vision.
David Kirk is here,
inventor of the GPU
with his team at NVIDIA.
Congratulations.
Thank you for being
here. Great job.
Changed the world.
jessica sibley the
ceo of time is here
one of my favorite
magazines jessica thank
you for being here
okay i had to get
that in all right now
okay now we really
have a great great
story just an awesome
company anyone here
ever send anything
through federal
express raise your hand
okay a few
customers here all
right shabani
take it away hit
it hard thanks
mark go get him
Please welcome Shivani.
Thank you, Mark.
Introducing Data360,
the next generation
of data cloud. Taking
raw data, converting
it to context for
your AI agents.
And introducing
AgentForce IT Service.
Instant AI
-powered support
for all of your
colleagues.
Now, FedEx was able
to take dormant
customers and
turn them into
very active shippers.
with Data360.
But with that
they had a new
challenge. Suddenly
all of these
customers had many
questions making
FedEx sellers like
me really busy.
Questions would
come in all the time
and I would engage
Salesforce. I
jump into Slack
and I ask, look at
this question
coming in right now,
I jump into Slack
that's where I start my
day as a FedEx seller
and I ask my sales agent
what's the best way,
best service, to ship
a 50-pound apparel box
from Austin to Berlin.
The customer is asking
me this question.
Now,
Agent Force
delivers a response,
but it's not a very
helpful response.
Instead of giving me
what the answer is,
Agent Force is
instead pointing me
to the PDF where
the answer resides.
Well, why is that?
It's because when that
PDF was uploaded, it
was broken out into
chunks. Those chunks
were arbitrarily
broken up by maybe
page number or by
character numbers,
character limits. It wasn't
intellectually and
intelligently broken
up to know that the
answer to the question
that the customer
was asking me was
across a table, a
chart, and a paragraph.
But now we want to
fix that because
for our FedEx
sellers, we just
want to give
them the answer.
Now, with data 360,
intelligent context,
we can. And we're
going to have Miles,
our demo driver here,
who's also going
to be our FedEx
Data360 administrator.
He's now going to
upload this document,
that 200-page
PDF, and with
intelligent context,
now it's intelligently
parsed out,
recognizing that the
answer resides across
multiple pages.
Okay, Miles, looks
like we've got this
uploaded. Let's do
a quick test. Before
we put it into
production, we're going
to ask Agent Force
that question again.
What's the best
service to ship a 50
-pound apparel box
from Austin to Berlin?
This time, Agent
Force is providing a
correct answer. It's
accurate, it's complete.
Hang on, Miles,
scroll back.
But it's showing
internal FedEx employee
contact details. Now,
we don't want that. As a
seller, I don't need
that. And I don't want
to accidentally pass
that on to a customer.
But now, with
Data360 governance,
All of the policies
that you have within
your organization,
they apply both
to structured and
unstructured data.
In this case, we're
going to create a
new policy to mask
that information.
Now, typically,
Miles would be
typing away, typing
away, but with
AgentForce embedded
within Data360,
all he has to do is
use natural language
to describe the policy
he wants to create.
Policy's created.
Miles, are we
looking good?
Let's put it
in production.
As a seller, I
jump right back
into Slack, and
I ask Agent Force
that question
one more time.
What's the best way
to ship a 50-pound
apparel box from
Austin to Berlin?
This time, Agent
Force gives us
the response. It's
accurate, it's
complete, and
it's appropriate.
It's not exposing
those details that I
didn't want to pass
on to the customer.
This is exactly
what we needed.
So now, I've been a FedEx
employee for
about four years,
and that dreaded
thing happens.
I need to refresh
my laptop.
You've been there.
You've experienced it.
That laptop arrives.
You open it up, and
you hope and you pray
that the applications
that you had on your old
laptop, yep, you
know what I'm talking
about. You hope and pray
that when you open up
that laptop, it's going
to be ready to go.
And it's not.
You have to open
up a ticket.
But now, with Agent
Force IT service, there's
no opening tickets.
You jump into Slack,
ask Agent Force, hey,
I got a new laptop,
it's not working so
well. Agent Force
instantly knows who I am,
knows my role, knows
the entitlements and
the applications I had,
says, just confirm,
submit, and now I've
got my access back.
But if Agent Force is
handling tickets like
this, what's the IT
department doing? Well,
let's find out. We
jump back into Miles,
who now is our IT
administrator, we look
at his Slack. And what
we can see is he's
got a lot of incidents
here. But what you
don't see is that ticket
for my laptop. That's
because Agent Force has
been able to offload
all of that work so
Miles can focus on
the tickets and the
incidents that matter.
Miles engages Agent
Force and says,
a lot of tickets
here, a lot of
incidents here,
what's going on?
Miles doesn't have to
go line by line into
every single incident.
Now Agent Force
analyzes and identifies
a pattern and says,
yep, there's seems to
be a widespread issue
with VPN login failures.
Now, Miles wants to
validate this, so he
jumps into Salesforce
CMDB. Now, for the
non-technologists in
the room, like me,
CMDB, consider it an
inventory of all of your
company's assets, your
hardware, your software,
and the relationship
between those. Miles,
with this visual,
can very quickly trace
back and see, yep,
looks like the
challenge is
related to a
software upgrade.
Back he goes to
Agent Force, says,
hey, roll back that
software upgrade,
Agent Force takes
care of it. Suddenly,
the problem is resolved,
and Agent Force
sends a message to
all of the impacted
employees saying the
issue has been resolved.
Now, I get it.
Some of you, few
of you in here may
be Teams users.
Well, now, that same
object, Salesforce
object of the
incident that you saw
within Slack, it now
surfaces in Teams.
And that's because
while Salesforce
is a deeply unified
platform, it's also
an open and extensible
architecture
so that it adapts
to what you have.
This is how
FedEx is becoming
an agentic enterprise.
Thank you.
Good job, Shabani.
Great job. How about a
huge hand for Shabani?
Great job showing the
vision for FedEx. Richard
Smith is here, the
Chief Operating Officer
of Federal Express.
Great to have you,
Richard. We are thrilled
to have you all the
way here and just,
you know, that's a real
example. We were just
talking, you know,
that part of our system
you were using,
Data360, and all of a
sudden we had built
the system so that we
could see your customers,
your customers who
are looking for
international opportunities,
but who are only
domestic customers. And
then we started to
hook in the sales cloud
and we just called
that customer right
then and there and say,
how can we help you?
Richard, it's been
an unbelievable
partnership with you
and your company.
Also, you know, we
want to give a huge
amount of gratitude
to your father.
Thank you. He was truly
so inspiring to me
personally and I know
to the whole world.
Just tell us right
now, what is your
vision for the future
of Federal Express?
Well, as you can
imagine, these days
we're getting a
lot more of those
questions about
international shipping
and tariffs in
this environment.
I think to answer
your question, first,
you have to understand,
you understand
this, certainly. Our
friend Jim Cramer
understands it
very well. But you
have to understand
what FedEx truly is.
FedEx owns one of
the richest logistics
intelligence assets on
the planet Earth. We
have networks that
span over 220 countries
and territories around
the world, which is
virtually all of them.
We connect 99% of
the world's GDP, moving
$2 trillion, more
than $2 trillion worth
of critical commerce
around the world,
connecting millions of
shippers with hundreds
of millions of
consumers. So we're
sitting on a very, very
rich data set, two
petabytes of data, 100
billion transactions
across various applications
daily. So we had to
have a partner with
scale to help us with
these challenges.
Enter you guys. You
guys are that perfect
partner. And what you
really do, what it boils
down to is every day,
your tools allow our
salespeople to convert
more opportunities
into closed businesses,
what we call boxes
on the belt in our
operations. So that's what
you do. You make us
more productive as an
enterprise and much more
conversion. Our sales
force is highly
efficient, and I think
they're the best in the
world personally. So
thank you. Well, we
just love working with
you, your company, with
Mark, with the whole
team, and Raj. Raj. I
was just with him in
Mexico City last week.
We actually were on
the road all week and
bumped into Raj. And,
you know, when we think
about FedEx and how
you've impacted our
data strategy, our CRM
strategy, every aspect
of our business, we
couldn't be more grateful
to you. Well, as you
know, my father and
your friend back in
1978 famously said the
information about the
package is as important
as the package itself.
That's more true today
than ever before.
And FedEx becoming
an agentic enterprise
that makes us very
powerful, so thank you.
Grateful for you,
so grateful for you.
Please thank the amazing
Richard Smith here.
Alright, well we're
coming back down, down
to the last story.
We're kind of walking
you through these
five stories to give
you a vision for
yourself of what your own
agentic enterprise
could be. There's this
amazing company now.
We want to tell you
this story of a great
company, started by
the founder, sitting
right here, but first
of all, let's go
and listen to Simon,
please welcome him,
and the story of Dell.
Simon?
Thank you very
much, Mark. Great to
be here. And I'm
here, really, to share
with you the story
of how Dell is
transforming its
supply chain with AI.
Now, in the back office,
there is a lot of
software, but there
are also a lot of
people. A lot of people
emailing, gathering
information, writing
spreadsheets, running
after approvals,
basically doing a lot of
work that nobody likes
doing, donkey work.
Well, with AgentForce
supply chain
powered by Regrello,
Dell is supercharging
their supply
chain. And now they
have over 19,000
users on Agent 4's
supply chain,
automating thousands of
processes across
over 90 processes.
So let's just jump
into that technology
itself. And to start
off, I'm going to show
you a handwritten
diagram which shows you a
part of Dell's supply
onboarding process.
Now what I'm going
to do is I'm going
to take that, hand it
over to Rusha here,
we're going to
upload it. And we're
going to show you
how you can build any
process with Agent
4's supply chain.
All you do is you
take any documentation
that describes
your process.
It could be structured
data, unstructured
data, a Word document,
a PDF, or a diagram
like this chicken
scratch I just shared.
And we can upload it.
We click generate.
And what's going
to happen is we're
going to build
this in minutes.
And what we're doing is
we're creating
a blueprint.
We're generating
the forms.
we're generating
the data model,
we're generating
the security
architecture behind
it, the governance,
and we're going even
beyond that. All the
tools that you would
expect from Salesforce,
we're going beyond
that as well. We're
also going to create
tools that will
enable you to integrate
it into your ERP.
Now, while this is
all going on and the
engine's working,
let me just explain a
little bit about
supplier onboarding. This
is where a supplier
wants to get onboarded.
You have to So
reach out to them,
get the information
from them, take that
information, make
sure it's all correct,
score it, and then
make a decision
of whether or not you're
going to actually
approve this.
That is the process.
Now, there are loads
of processes in the
back office, loads
of processes in the
supply chain. So we're
training this engine
all the time on all
sorts of documentation,
documentation that
explains everything
about your operations
and your processes.
And that's in every
language and for every
industry. and now you
can see this engine
working away at turning
that into reality right
now and what you're
seeing is basically
this whole process
being built in real time
and yet what's going
to happen is we are now
taking months away of
work months of work
that you would have to do
probably in partnership
with your IT
organization and cost you
hundreds of thousands
of dollars to build.
So this is something
that is happening
every day in
companies like Dell,
in Mercedes,
Kellogg, Daimler Trucks.
And bam, look, this
has happened in real
time. And what you are
seeing as it is finishing
up now is basically
the blueprint, the
blueprint which shows
you the structure of
this actual process.
And you can see it. So
data consistency checks,
all the validations,
everything is there.
Now let's leap a
little bit into
the future and
look at how Dell
will be consuming
this on Slack.
And this would be
basically you go to
the Slack channel,
and you can see that
the process has
been initiated, the
supplier gets to be
onboarded, and Sarah,
the supply onboarding
manager for Dell,
can now see the
complete workflow here.
She can scroll through
and see everything.
In the old world,
Sarah would have been
basically project
managing this whole thing
herself, running around,
getting emails done,
spreadsheets, getting
approvals, but in
the agentic enterprise
with Agent 4 Supply
Chain, she doesn't
have to do that because
the Agent 4 Supply Chain
manager is now running
the whole show,
orchestrating the whole
process end-to-end so
she doesn't have to.
Now, what's so impressive
about Dell is not
just how all-in they
are on AI, it's their
focus on business
performance, and they're
looking at every
process going, how can
we make this even
better? They've taken,
by looking in Tableau,
they can see the data,
and they can see that
they've taken their
supply onboarding
process from 60 days
all the way down to 20.
Amazing, but not good
enough for Dell. They
want to go better.
What can you do? Well,
Sarah can just ask
Tableau, Tableau agent.
She can ask quite
simply, what can I do
to improve this process?
And now the Tableau
agent can interrogate
agent for supply chain
to find the answer.
And bam, there you go.
We have the Tableau
identifying the
bottleneck it turns out
that that financial
document validation
process is just too slow
this is an opportunity
for identification
but this ladies and
gentlemen is how dell
and companies like it
are supercharging their
supply chain operations
with agent force
supply chain mark all
right well great job
simon how about a huge
hand for simon great
job amazing and look
Michael Dell's right.
Michael, stand up.
Now, Michael,
thank you. That
was a quick stand
up. Very good.
Michael, you need to
give us a mentor in
here. You know, you and
I talk all the time.
Obviously, you've
mentored me
through the whole
life cycle of
Salesforce. Thank
you for that.
But now I'm watching
you. Right back
at you. Right.
Thank you very much.
Michael, you are
transforming Dell, and you're
doing more work than
any other CEO that
I have ever seen. I've
talked in depth to
your entire management
team. I had dinner, as
you know, with Doug
Schmidt just last week.
Incredible what you're
doing. Just give
us all some good,
solid mentoring
advice on what it's
going to take for all
of us to become
these agentic AI
enterprises. You are
on the pole position.
You know, we found
this product, Regrello,
and got inspired to build
Agent 4 Supply Chain
at Dell because we've
been studying you.
You've got to help
us. You've got
to give us –
you're so far ahead
of everybody. What
do we need to do
to become an
agentic enterprise?
Well, thank you, Mark.
It's wonderful
to be here.
Fantastic event.
Congratulations.
You know, I think there
are a couple of keys
to this. I think, first
of all, it's really
important to understand
what the major
processes are inside a
company. You know, it's
tempting to sort of
say, oh, let's go do an
AI project. Let's go
do an agentic project.
We like to start
with the things that
really move the
needle. And there's so
much opportunity
here. Start with the
big things. And we
sort of go through
this process of
simplifying the process,
standardizing it,
then reimagining
it, and then applying
the technology.
And that's
what we've done
in supply
chain. you know,
19,000 users,
incredible automation
of the workflow
and the processes,
ultimately to give
more time back to those
people that are
doing things that
are super valuable
to us as a company.
And that's essentially
what we're doing.
And, you know, the supply
chain example
is a great one.
You know, we deliver
as a company tens
of millions of mission
-critical products.
You know, every year.
So our supply chain
is absolutely essential
to what we do, including,
you know, that's
not exactly mission
critical, but like the
PowerMax, you know,
storage arrays and
PowerEdge and PowerScale.
Yeah, those are
a little bigger.
Thank you, Mark, for
using those throughout
your customer 360
and 60-plus data
centers, I understand,
around the world. We
greatly appreciate
that. And Salesforce
has been an incredible
partner for us
across our entire business.
Okay. Now, Michael,
let's take it just
one step further.
I've talked to Doug. I've
talked to Billy Scannell.
Okay. I've talked to
all your executives,
and they all say the
same thing. They say
the key to becoming
a genetic enterprise
is that Michael Dell,
day in and day out,
is like leading the
charge personally,
driving the AI
transformation. Where are
you finding the
inspiration to do this? I
mean, it's pretty
awesome. You're about to
have your 61st birthday.
Congratulations.
You know, here you've
been doing this
for... I'm back at you.
Thank you very much.
Thank you. Thank
you. Thank you.
Thank you. We're
six months apart.
I'm six months
older than Michael.
It's my older
brother here. Okay.
Michael, here you've been
doing this for decades.
Now you're more
charged, more excited,
more motivated, more
inspired than ever.
Where does it
come from? What
do you see for
the future of your
company with
this technology?
Well, look, I
think we all woke
up, you know, around
November of 22
and saw these
incredible models.
And it really created
an opportunity to
unlock the power of
all the dark data that
exists in the world.
And, you know, Dell is
the largest company
in data storage. We
are larger than number
two and number three,
number four, all combined
together. They're
also the largest in
servers. And so this
was a real moment
to say, what is the
trajectory of this
change in the industry?
And I saw it as sort of
moving from calculating
and computing to
thinking and machines
that are thinking for
us, right? And that
is a massive change.
We're all experiencing
that. And so we
thought about this as,
well, if we don't
really get on this, a
new company is going
to come along and
it's going to put us
out of business. And
I literally told our
team, you know, we're
going to have a
new competitor and
they're going to be
better than us, faster
than us, in every
business that we're
in, lower cost. And the
only way we're going
to prevent that
is we're going to
become that company.
And that's what we're
doing. We've totally
reset the business,
reimagined the
business, and I think
all companies
will have to do
that from a
competitive standpoint.
But not many
are, you know,
I don't see as many
yet kind of at that
stage, but I think
it's coming. Right.
Yeah, you've got
the fever like
Indiana does. All
right, Michael, thank
you very much. Thank
you so much, Mark.
Everyone wants to
talk to you now
that you're here.
We're thrilled.
Please, please, please
thank Michael Dell.
We love you, Michael.
All right. Well,
you can see
we are... Michael,
thank you so
much. I really
appreciate it.
Michael, we are
on the march to
building this
agentic enterprise.
We're going to give
you here at the
show this incredible
new platform,
this Agent Force 360
platform. and we've
done our best to tell
you five stories to
help you walk the wheel
here to show you all
the different
characteristics but we didn't
even touch it we could
not have gone into
depth there is so
much here that is why
there are 1500 sessions
here and we expect
you to go to each
and every one of them
okay now let's start
thinking about how are
we going to get this
done how are we going
to deliver agent force
into our companies?
How do we accelerate
this time to value
for every industry?
How do we get the fever
like Michael Dell has?
How do we go faster?
How do we maximize
our impact? How do we
gain more trust in
our organization? And
how do we circle in,
as you've already seen
in the demo, all of
our ecosystems into
this equation? This is
very critical because
we all realize you
have lots of vendors in
your company, more
than just Salesforce.
And to help us to
understand the huge
change management
that we are going to
need to get through,
I just wanted to get
a little bit of
insight, a little bit
of wisdom to the
person who I go to to
say, I need to change
my company right
now. Please welcome
Julie Sweet, the CEO
of Accenture. Julie,
great to have you.
Thank you. Great
to be here. Really
exciting. Really
great to have you. So,
Julie, what are you
telling your clients,
how do we do this?
You are also like
Michael. You're
transforming Accenture.
You're using Agent
Force internally.
But, you know, what
are you telling your
customers, like
this one right here?
Well, you know,
I've told them he
could use a little
wardrobe upgrade.
But other than that. You
like the color selection?
You know, it's
kind of matching.
All right, perfect.
But, you know,
a little designer
might be better.
But look, let's
start where
Michael just talked
about reimagining.
We call it reinvention.
The first thing
you have to do is
to say, I've
got to reinvent
everything. And
it's a simple test.
Every day I look at how
we're operating
as a company.
And if I don't see
myself saying, here's
how we used to do it,
and here's how we're
going to do it, and
there isn't a big delta,
a big difference,
then I know I'm not
serving my clients, my
employees enough. And
that's a test for all
of us. It's not just
a small thing. It's
about reinventing. And
that's what we saw
today, right? These five
examples are not
small point solutions.
They're operating the
company differently.
They're bringing
customers something
different. Well, Julie,
you've been giving me
so much advice and to
our clients. I know
everyone is going to
want to talk to you
here. And I'll tell you,
I just want to thank
you so much for
being here and for
everything that you're
doing for our entire
community. Well, thank
you so much, Mark.
Thank you very much.
Julie Sweet, everybody.
Now, listen, we know
that pricing is also
more important than
ever as we deploy
these technologies. We
had one pricing model
a year ago. We now
have different pricing
models. We've
eventually just created
incredibly inflexible
models. We realize
there's going to be a
lot of different ways
to deploy this
technology. we might have
to write you highly
custom agreements.
So we've introduced
this brand new agentic
enterprise license
agreement, giving you
unlimited agent force
into your company,
unlimited data cloud
into your company,
or you might
want to have an
action-based model.
You might want to
have a flex credit
model. It's clear,
one pricing model is
not right for every
company in the era of
the agentic enterprise.
So we've had to
radically shift our
pricing and we want
to thank you for the
advice that you've
given us. We're going to
have an amazing
Dreamforce, 1,500 sessions,
1,300 product sessions,
Dreamfest tomorrow
night with Metallica
and Benson Boone.
It's going to be
awesome. We couldn't be
more grateful to
have all of you here.
Thank you, everybody, and
welcome to
Dreamforce 2025.
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Dreamforce Main Keynote 2025
Join Salesforce Chair and CEO Marc Benioff, along with special guests, to explore what it means to become an Agentic Enterprise where humans and AI agents work together to drive customer success.
Starring
- Marc BenioffChair, CEO & Co-Founder, Salesforce
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Salesforce+ is the free streaming service for business. It’s a place to watch live events that help you grow your career and company, on your own time. Salesforce+ is produced by Salesforce, so you’ll find our company’s big events like Dreamforce here — as well as virtual learning made for your role and industry. Everything is free and unlimited.
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