Anyone here ever
send anything through
Federal Express?
Raise your hand.
Okay, a few
customers here. All
right, Shobani,
take it away. Hit
it hard. Thanks,
Mark. Go get him.
Introducing Data360,
the next generation of
data cloud. Taking
raw data, converting
it to context for
your AI agents. and
introducing Agent Force
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
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? Well, 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 out 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 our
FedEx sellers we
just want to give
them the answer.
Now with data 360
intelligent context
we can. And we're
gonna have Miles,
our demo driver here,
who's also gonna
be our FedEx data
360 administrator.
He's now gonna
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 agent force
embedded within data 360,
all he has to do is
use natural language
to describe the policy
he wants to create.
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.
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.
You have to open
up a ticket.
But now, with
Agent Force IT
service, there's
no opening
tickets. No. 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
AgentForce 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, AgentForce
analyzes and identifies
a pattern and says,
yep, there 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, maybe
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.
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 data
360 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 Kramer
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
companies 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. 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 thanks to the power
of AI and FedEx
becoming an agentic
enterprise, it makes us
very powerful. So grateful
for you. So grateful
for you. Please,
please thank the amazing
Richard Smith here.
