Let's dive into how
Agent Force 360 for
public sector is
enabling impact at scale,
including how leaders
are using AI and agents
to transform services
and operations. I'm
Kerry Chow, joined by
Andrew Randall, SVP
Product Management at
Salesforce, and Emily
Hill, Agent Force
Lead for public sector
EMEA. Andrew, we're
going to start with
you. You're constantly
in conversation with
leaders, visionaries
in the public sector.
Generally speaking,
what are some of
the common priorities
you're hearing
from them? And
how is Agent Force
positioned to address
those concerns?
Well, Kerry, the
priorities really haven't
changed. They're just
been exacerbated right
now in terms of
efficiency, effectiveness,
expense, and
ensuring compliance.
They want customers have
to be able to deliver
more with less.
That's the constant
thing. That really hasn't
changed in government,
but now it's more than
ever. How do we do
more with less? and
agent force allows
them. Before they used
to get more headcount,
headcount's not
coming. So how do
they handle the same
number of cases,
the same number
of inspections,
the same number of
calls with the same or
less people? And that's
where agent force really
helps them and allows
them to have an
agentic workforce along
with their human workforce.
So it's not about
replacing humans. It's
about how do we do more
with less? We can't
keep up with all the
workload that's coming
And that's how they're
using agent force
is really to be able
to meet that capacity
need and do it in a more
effective and efficient
way. That's right.
Always augmenting us
humans. Emily, you work
with a lot of people
and agencies to launch
their first agents.
As a matter of fact,
how is AI influencing
the skill sets required
by today's workforce?
Yes, a really valid
point. And when we
speak about public
sector and how we we
can't, you know,
just look at how can
we replace all these
humans? But what we
need to do is make
sure they're now doing
the right jobs for
their skill sets.
I speak a lot to my
customers about the
analogy saying that
we have, you know, we
never had a train
driver until trains were
created in innovation.
So there are
skills that we are going
to need as workforces
going forward. But
at the same time,
we don't need horse
and cart drivers as
much after we have
trains. Right. So it's
about understanding
what are the right
jobs for people now
in our workforces and
what are the right
jobs to put agents on.
And looking at that
skill gap now that we
have, our people should
be decision makers.
They should be using
human connection. We
should be making people
more human by utilizing
agents for the
right jobs. So it's
understanding where
you're going to put the
skill sets of those
agents and then uplifting
our workforces, making
them more able to
handle more complex
requirements within your
organization and
uplifting their skill
sets within your workforce.
I love that analogy
of the train driver
or conductor. Emily,
ROI is typically
measured by efficiency,
speed, cost savings,
et cetera, et cetera.
If you had to
pick one of those,
however, to start
with as a goal for
an agency when
working with AI, which
one of those would
you prioritize?
So it's funny.
It'll be none of
them, really. I'd
actually go for
effectiveness. I
think it becomes more
around understanding
the problem.
We can't deliver on
any of those other
ROI metrics if we
don't understand the
problem at hand and
where the demand
is actually going
to be needed and
utilized and required
to create that ROI.
So I think the first
thing that organizations
need to do is understand
the problem. Look
at where that skill
gap is. Look at where
that efficiency gap is.
Look at where you can
make those cost savings.
If you understand
the problems in those
areas, you'll impact
all of those ROI metrics
in one. I love that.
Andrew, hearing
all of that from
Emily, how are
we using customer
insights to help us
continually build
and improve our
product roadmap?
Well, Kerry, our
product roadmap is built
by our customers. We
go and talk to our
customers day after
day because we have to
understand the problem,
and they understand
the problem the best.
And so with Agent
Force, that's how
it's like building
out human agents in
the same way you train
an agent, right? And so
you have to understand
the problem. So our
roadmap is built
by our customers.
They vote on it. We
talk to customers day
after day across the
world. So it's customer
focused. I love
that. Emily, for
leaders who want to find
success with AI and
agents, what's the key
piece of advice you
would want to share?
I think it's firstly,
we've spoken about
it, right? Like
understand your problems,
understand the skill
set your customers
have, your internal staff
have, and understand
the skill sets
required by your agent.
If you can do that
in the foundation,
then it's really being
able to translate
how AgentForce can
be really effective
to you as an organization
from a personal
perspective. We
are always going to
give our point of
view of Salesforce.
We have incredible
pre-built solutions.
But to really get to
the crux of your own
organizational problem,
you need to be able to
translate it for you
and your business. You
need to be able to
go to your business
organizations, to be able
to go to your SMEs, to
be able to go to the
people on the ground,
experiencing it every
day and hearing it
from them, hearing from
them what their challenges
are. Like go to
your people and say,
what could I take away
from you? What's one
thing in your job that
I could help you with?
That's where your
agents can go.
Look at your overall
organization.
Where could I
do with 10 more
people that can
work 24 hours a day?
That's a really good
place for my agents to
start. start translating
all of the um the
product set and the
marketing and all of those
things to your
understanding of your own
problem and then once
you've got that piece
and you've really
understood that and you've
understood what your
outcome needs to be just
start it's this whole
principle now we we
go through so much
planning and we look at
you know how can we
create this huge agentic
roadmap and the only
way to do that is to get
started so it's like
if you're gonna to if
you're going to create
an entire agentic
roadmap and you want to
focus on that big vision
that's great but you
need to have the big
vision in mind focus on
a small outcome start
small start seeing
some efficiencies start
growing that and then
those kind of iterations
of roi all start
coming and all start
flowing and before you
know it you're an agentic
enterprise i love
that it's like you got
to jump in the pool at
some point yeah right
and to your point
andrew of listen and
everyone has to do more
with less. But when we
get to the specificity,
each organization is
different. And there's
different ways these
agents can help them.
And so figuring that
out, getting that customer
response or getting
your employee response,
and then being able
to address that and,
again, jumping into
the actual pool. I love
that. Emily and Andrew,
thank you so much for
your insights. Thank
you for those watching
online. To learn
more about Agent Force
360 for Public Sector,
scan the QR code
on your screen
or go to sforce
.co slash govai.
