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The two most powerful
words in the world that we
know are "What if?"
Every great thing that
I've ever been a part of
began with
those two words.
And today, thousands of
organizations are saying,
"What if?"
with the power
to act on those
words like never before.
What if every
child had a tutor?
What if every health
care visit felt personal?
What if every family
had their own financial
advisor?
What if your business
never had to sleep?
What if?
What if your company could
solve problems before you
even knew they existed?
What if you could
empower every employee
with a limitless,
digital workforce--
one that listens,
learns, and acts
all day, every day?
Well, this isn't some far
fetched science fiction
fantasy anymore.
No, it's happening
right now with AI
from Salesforce.
It's called Agentforce.
Agentforce turns your
vision into reality.
Think about it--
a future where
every student, patient,
client, citizen,
and customer experiences
the best service possible.
And your people?
Well, now they're free
to focus on the work that
matters most.
And all you have to do
is bring your dreams.
Imagine that.
What if?
What if every company was
an Agentforce company?
What if?
Please welcome CEO, UK
and Ireland Salesforce,
Zahra Bahrololoumi, CBE.
[APPLAUSE]
Good morning, London.
Are we feeling warmed up?
Wasn't Lauren fantastic?
I could see a
few dance moves.
That was fantastic.
Isn't the room wonderful?
And it is so great
to be with you here
this morning.
A very warm welcome to
Agentforce World Tour
London.
[APPLAUSE]
This year is bigger
and better than ever,
and we've got an action
packed agenda for you.
We've got not
one, but we've
got a two-day
agenda for you.
And today, we're
going to learn
what it takes to become
an Agentforce company.
We'll dive deep
into the potential
that the technology
holds for us,
and we'll learn how humans
and agents can together
drive customer success.
But first, I want to
say a huge thank you.
Thank you to our
customers, our partners,
our employees,
our trailblazers.
And a very special thank
you to our agent blazers
that I spy over
here in the corner.
Now, all of you, whether
you are here in person
or you're online, you are
the very beating heart
of Salesforce.
And we really thank you
for being by our side.
When we started this
journey at Salesforce,
we did so with our values.
And as we
continued to grow,
we always reminded
ourselves-- always,
every day-- that
values create value.
Our core values of
trust, customer success,
innovation, equality,
sustainability,
they are our foundation.
And that's even
more important
as AI technology becomes
ever more powerful.
Our values ensure that
we navigate change
responsibly and
that business
remains the greatest
platform for change.
When Marc Benioff and
Parker Harris founded
Salesforce 25 years ago,
they did so with an idea
called the 1-1-1 model.
And the idea
was to give away
1% of our time, our
product, and our equity.
And since then,
we've had and seen
some amazing results.
We continue to
have impact.
To date, we've
donated $810 million
in all-time giving to
nonprofits and NGOs
and educational
institutions,
with $32.2 million
of that being
right here in the UK.
And our brilliant
employees--
I'm so proud of them-- our
brilliant employees have
volunteered 9.8 million
hours of their time
globally, all so
close to the 10,
with 863,000 of those
hours being from
our brilliant team here
in the UK and Ireland.
And 62,000 organizations,
nonprofits,
educational
organizations, NGOs,
they utilize our
product for free.
But what we are
really proud of,
what we are most
proud of, is
that we've inspired so
many organizations to join
us.
And today, 19,000
organizations have adopted
our model.
And we would love
for you to join them.
Now, I am so happy to
share that we are donating
$2.35 million to three
incredible educational
organizations that
focus on digital and AI
literacy, skills building,
and STEM career pathways.
So if you are here from
Big Education, Catch22,
or Urban Synergy,
please stand
up so that we can
recognize and thank you.
Where are they?
Where are they at?
Brilliant.
You do amazing work.
Thank you.
[APPLAUSE]
You can sit now.
And that's not all.
Because also
with us today, we
have another fantastic
organization called
the Big Leaf Foundation.
Where are my Big
Leaf friends?
There we are.
So Big Leaf do
fantastic work
supporting young
refugees to adapt to life
in the UK-- a very,
very tough challenge.
You've actually won
the King's Award
for Volunteering,
haven't you?
Thanks to your fabulous
volunteering work.
Well, we're pleased and
honored to give you 10,000
pounds today to continue
your fantastic work.
You'll be in
the campground.
So they'll be in
the campground.
So do go over
and say hello.
See how you can help.
I hear a rumor there's a
really long walk tomorrow
night through the night.
Is that right?
A big one, no?
Might have got that wrong.
Jocelyn's laughing.
OK, well, anyway.
Get roped in
can help them.
I'm sure they'll
put you to work.
And we continue.
We continue to
invest in the UK
and embrace the
spirit of innovation.
As the third largest
AI market globally,
we are in prime position
to take advantage of
and unlock the
opportunities
of agentic AI.
This time last year, I
was on this very stage,
for any of you
that remember.
And I very proudly
announced that Salesforce
had selected London
to open our first ever
AI center, a
physical space
right here in London.
And since then, we've
welcomed 12,500 visitors.
We've hosted 220 events.
And we have trained over
1,000 agent blazers.
I'm also very
honored to share
that our AI center will be
partnering with the Brunel
Center for Artificial
Intelligence
to curate thought
leadership on technical AI
development and how to
implement AI responsibly.
And together, we will
extend our training center
initiatives and we will
provide tailored work
capability workshops
for customers
and for communities
focused on AI and business
strategy.
And I can't wait.
I really can't wait to see
how our joint efforts will
positively impact our
customers and society
at large as we try to
understand the broader
implications of AI.
A bit of a personal
point here,
but I am really, very
lucky and very honored
to wake up every day as
part of this Salesforce
community.
Being part of one of the
world's most innovative
and philanthropic and
ethical organizations
in the world is something
that really does drive me.
And it is why I am here
with you all today.
And you, every
single one of you,
you are the reason
that we have enjoyed
this incredible growth.
And Salesforce is
on track to deliver
over $40 billion worth
of revenue this year,
thanks to you.
We are, however,
seeing a shift.
And it is quite
possibly bigger
than the arrival
of the internet.
Think back, if
you dare, to 1995.
You, sir, what were
you up to in 1995?
I don't know.
No, and there
probably wasn't
any evidence either.
No camera phones
back then.
That's the way I like it.
Think back to 1995.
We were so young and
innocent then, weren't we?
We didn't know what
was ahead of us.
We thought planes
were going to fall out
of the sky, didn't we,
at the Y2K, for those
of you that can remember.
Well, for the first
time, in 1995, bricks
and mortar
businesses, they
had an opportunity to tap
in to a whole new audience
globally, online.
And then came
cloud, which gave us
a whole new way of
accessing applications.
And whatever the
wave of innovation,
whether from
mobile to social,
Salesforce has
continued to innovate,
to drive your
customer success
and help you grow
your companies.
With unified data,
we had a single view
of all of our customers
and our customer
interactions.
With predictive
AI, we were
able to anticipate
their needs.
And now with
agentic AI, we
are quite possibly on the
precipice of something
so much bigger--
digital labor.
This is a moment.
This is a moment where we
get to extend our teams
and unlock additional
capacity with AI agents
working alongside us.
And we need this
now more than
ever because
customers expect more.
They're demanding.
I'm demanding.
Would you say
you're demanding?
No.
Well, you are not helping
me right now, sir.
I need someone that's
really impatient
and demanding.
Because when I
contact, have an issue
and I contact my customer
center or support,
I want personalized and
an empathetic service
instantaneously.
When I call my insurance
company, as an example,
I want access to experts
to help me make the best
selections for me.
Customers want
proactive scheduling.
They want zero hold times.
And we all want this 24
by 7, 365 days a year.
And the reality
is many companies
are struggling to keep up.
They're facing
fixed capacity.
They're facing
stalled productivity
and increasing amount of
repetitive and mundane
tasks.
And employees
are burning out.
But what if?
What if there was
a different way?
What if workforces
had no limits?
What if we didn't have
to choose between quality
and scale?
What if we met our
customers in any channel
that they chose,
and we gave them
a damn good service
while we were there?
Well, that is precisely
why we created Agentforce.
Because today's
customer experiences,
they demand workforces
without limits.
With Agentforce, you have
agents with real agency.
They don't just talk,
they don't just chat.
They take action and they
resolve your customer's
issues or queries 24 by 7.
And these agents,
they collaborate
with your people
inside the apps
that they already use,
transforming the way
that your teams engage
with your customers
across every
touchpoint, whether it's
sales, service, marketing,
commerce, and so on.
But to unlock
these experiences,
both for your customers
and for your employees,
you need instant access
to all of your enterprise
data.
And data cloud makes
this possible by bringing
all of your data
together with zero copy
and surfacing the
right insights that you
need with retrieval
augmented generation.
That is a mouthful,
ladies and gents,
I have to tell
you, RAG for short.
And all of that is
powered by metadata.
And that is the
foundation that
gives the AI the
context that it needs
to understand your
data, its relationships,
and how to use
your workflows.
So you're not having
to grapple or wrestle
with lots of
disconnected systems.
Instead, it's all in one
trusted, deeply unified
platform working for you.
I don't know about
you, but that
sounds like a new and
boundless opportunity
for every
organization in here.
It's an opportunity
for every organization
to take advantage of the
digital labor revolution.
Humans and agents
coming together,
you can unleash on-demand
expertise anywhere.
You can reduce hold times.
You can unlock
unlimited growth.
There is an
estimated $6 trillion
worth of value to be
captured by digital labor,
and that's why
we're seeing
so much success with some
of our customers already.
Take Heathrow Airport.
We've all been through
Heathrow Airport, right?
It's easier to ask
who hasn't been.
One of the largest
airports in the world,
and to transform the
experience for 83 million
passengers that travel
through there every year,
Heathrow wanted
a faster way
to resolve customer
queries and issues
and wanted to transform
the traveler experience.
And Heathrow is making
every journey smoother,
with real-time,
personalized support
with Agentforce
and with WhatsApp.
It is incredible.
Agentforce will
now respond to you
in real time.
It will navigate you
through the terminal
seamlessly.
It will help you find
shopping and dining
options, and it
will help you
get to that elusive gate
ever more efficiently.
Or RBC Wealth Management.
RBC's clients are
incredibly discerning,
and they want
personalized expertise
at every single
interaction.
And Agentforce is making
their advisors way
more effective in
surfacing insights
on-demand, at
the fingertips
for those advisors.
The one I've been
dying to tell you about
is our own case study.
So Salesforce, we
are really proud.
We are proud to
be customer zero.
And we deployed
Agentforce on our help
and our salesforce.com
websites.
And since then, Agentforce
has handled 850,000
conversations.
I have to stop because I'm
going to give you a big
number in a second,
850,000 conversations.
85% of the help
conversations
were resolved
with Agentforce,
no human intervention.
That resulted, for us,
in a $50 million saving.
5-0, 5-0.
And our salesforce.com
conversations resulted
in 30,000 Agentforce
influence leads.
That is incredible.
Now, I share just
a few examples.
I share just a
few examples,
but the possibilities
and the permutations
are endless.
Because, guess what.
Agentforce unlocks digital
labor for any use case.
And we have seen successes
across so many customers
in all of their
respective industries
and their businesses.
Salesforce can
resolve your--
sorry, Agentforce,
I should say,
can resolve your
customer issues 24 by 7.
It can schedule
customer appointments.
It can schedule
patient appointments.
It can give you
personalized learning
and coaching.
It can be your always-on
membership concierge.
Oh my goodness.
I never thought I
would be saying this.
Oh my goodness.
If you can just imagine
the value and the outcomes
that it will unlock
for your businesses,
that's incredible.
Now, I did promise
you at the beginning
that we would
understand what
it takes to become an
Agentforce this company.
So we're going
to understand now
how to harness the
power of digital labor
with Agentforce.
We are going to understand
how or teach you
how to deliver trust and
accuracy with Data Cloud.
And we're going
to talk to you
about how you can apply
this across your full 360.
So I want that warm London
greeting and welcome
our next speaker,
our first demo pilot,
as it were.
I want you to give
a very warm welcome
to Paul O'Sullivan.
[APPLAUSE]
Thank you, Zarah.
Thank you, Zarah.
And good morning,
everybody.
It is so good to see
so many familiar faces
and some new ones as well.
I'm really looking forward
to connecting with many
of you throughout today.
Now, digital labor.
Digital labor is
a massive leap
forward for our
business and yours.
But to realize the
promise of digital labor,
we need agentic AI.
Now, like many of you,
when I think about AI,
I think about large
language models or LLMs.
And yes, large
language models
have been revolutionary
in their ability
to understand
human language.
But that alone
is not enough.
Let's compare an
LLM to something
like a central
processing unit or a CPU.
For a CPU to be
effective, it
needs to be part
of a larger system.
It needs a motherboard,
it needs storage,
it needs memory.
It even needs an
operating system.
Now an LLM is
exactly the same.
It needs data to train
from and learn from--
structured,
unstructured, metadata,
and semantic data too.
Then it needs to be
connected and integrated
with all of your apps
across every line
of business, all of
your industry apps,
your analytics,
your automations,
and your APIs.
It needs to be
integrated with your apps
so that it can take
action on behalf
of your business.
And finally,
we need the AI
to be connected
to your agents.
This is where we can
bring in techniques
like retrieval augmented
generation, or RAG, which
gives us the ability to
make sure that our AI has
access to the right
data at the right time.
And while it's
connected and integrated
with all of your
business apps,
it can start to reason,
it can start to learn,
and it can understand what
you're trying to achieve.
Now, I know what many
of you are thinking.
You're thinking, Paul,
this sounds too easy.
I could probably stitch
all of this together
myself.
But the reality is this is
really, really difficult.
So what you need is a
trusted, unified platform,
something that
can take care
of all of the permissions,
guardrails, and compliance
for your organization
so that you
want the confidence to
know that when somebody
asks your AI a
question, it provides
a relevant
response, something
that is with
context and grounded
in the right data.
Now, we also know that
as companies and leaders
and admins, you're
not just going
to work with one company.
No, you need this
unified platform
to be as open and
extensible as possible
so that you can
bring any LLM.
You can connect to
any system or API,
and you can also
bring all of your data
without physically
having to move your data.
And finally, you also
need to make sure
that all of this can run
in any geographic region
that your
organization runs in.
So you need this trinity
of data, apps and AI.
Now, here's the good news.
We've built this
for you, and we
call this Agentforce.
Agentforce is our
deeply unified platform,
connecting your AI
agents to your data
through Data Cloud
and then activating
that across the
full Customer 360.
Now, we've got thousands
of customers already using
Agentforce, and the
results are incredible.
Customers are seeing 16
times faster time to value
and 75% more accuracy in
those responses as well.
Now, Agentforce is powered
by an open ecosystem
so that you can bring
all of your data, any AI
model or LLM,
and you can run
Salesforce on any cloud.
With ISV ecosystem
partners,
we've got tons of
pre-built solutions
so that you can get
even more value out
of your platform.
And we've just announced
agent exchange,
which is our marketplace
with over 200 partners
who have already built
lots of topics and actions
so you can get going
really, really quickly.
Now, you might be saying,
Paul, that sounds great,
but how does it work?
Well, let me explain
to you how it works.
At the heart of
Agentforce is Atlas.
Atlas is our
reasoning engine.
It's the brains
behind everything.
Now it starts with
some sort of trigger.
That might be a change
of state in data,
or it might be a
customer behavior.
Atlas then
collects this data
and tries to understand
it, makes a plan,
and it evaluates.
From that plan, it
starts to stitch together
a series of actions that
it then executes for you.
And then it provides you
an outcome or an output.
It's as simple
as that, and all
without any human
intervention.
OK, this next bit
is my favorite bit
because Agentforce
can work across
your entire business, so
any team, any workflow,
wherever it might be.
So if you're trying to
qualify leads, schedule
appointments, or
manage inventory,
Agentforce can
do that for you.
But here, also, did you
know that AgentForce
can also take action
outside of the CRM,
as well, with the help of
MuleSoft for integration?
So if you're trying to
process a refund in SAP,
Agentforce can do that.
If you're trying to
enable subscriptions
in Snowflake, Agentforce
has got your back.
They can do that.
Now I want to
bring this to life
with a customer story.
Capita is an
Agentforce company.
They are a global
outsourcing
and recruitment company
based right here
in the heart of London.
Now, to get you more
familiar with the Capita
story, let's watch
a quick video.
For many industries,
access to labor
is absolutely critical.
With a 50-to-1 candidate
to job placement ratio
and thousands of CVs,
a very frustrating part
of the recruitment process
is waiting weeks or months
for the right people.
To really
recruit at scale,
efficiently and
effectively,
speed is really important.
At Capita, we're a
modern outsourcer
touching millions
of people's lives
across the
globe every day.
We recruit over 10,000
people every year,
whether it's
retail company,
telecommunications
company,
financial services
institution.
People are at the
core of our business.
So humans working
with agents really
fit at the center
of our strategy.
When I saw Agentforce,
I had to take a pause.
The agentic
economy delivers
a massive transformation
to capture the expertise
that you have in
the organization.
We will accelerate the
whole recruitment process
to happen a lot faster by
optimizing the value chain
in every single step.
For example, you
might be a student,
and this might be
your first job.
You might not know
exactly what you want,
but based on your
experience and your CV,
Agentforce is
quickly helping
us offer that insight
about what job might
be the best fit for you.
A lot of roles, they're
very business critical.
Every day that those
roles aren't filled,
there's a material
impact to the business.
Agentforce is a real
game changer here
because what it allows
is for the applicant
to talk with Agentforce
in natural language.
And we can use Agentforce
to look into Data Cloud
and to extract meaning
from all the data
to then give better
recommendations
and to more tailor
that interaction
with the applicant.
And it suggests jobs which
are the most relevant
in a very quick
period of time.
It's much more pleasant
to come to our website,
interact with Agentforce,
and ask natural questions.
We can even go
as far as doing
the initial interviews
using Agentforce.
It's very powerful,
enhancing that experience
for the applicant,
but also
making the life of
the recruiter easier.
And in the
future, we're not
looking at just
stopping here.
We are our first customer
for our recruitment
as a service offering.
Once we have done
it internally,
we will be selling that
solution externally
to other customers.
I am really excited about
recruitment as a service,
not only cost
saving for Capita,
but it will be a
platform to generate
net new revenue.
This high volume
recruitment platform
to help our customers
serve their end customers
better.
That's what's
really powerful,
combining Agentforce
with our expertise
in the recruitment
process,
knowing what candidates
are successful.
Getting mass
recruitment that
could take weeks or months
sometimes down to days,
you've really got almost
unlimited scalability
at that point.
Providing new
opportunities
for customers,
our employees,
and our partners.
So that they can focus
on what they do best.
Agentforce is going to
give us an acceleration
on processes.
You're going to see
economic value creation,
and you're going to see
an improvement of customer
service.
It's too big
an opportunity
not to grab it
with both hands.
[APPLAUSE]
Wasn't that amazing?
With Agentforce,
Capita is agentifying
the recruitment process.
They're taking the
recruitment timelines down
from months to days.
And they're able
to give candidates
a personalized
experience at every step
of the process.
Now, I want to show you
what Capita are doing.
And I want to bring this
to life with a live demo.
So please join me and
welcome Kelly and Ashley
to the stage who
are going to help us
with the live demo.
[APPLAUSE]
OK, imagine this.
First of all,
I want you all
to put yourselves in the
shoes of a job seeker
just for one minute.
You have found
your dream job.
You're like, yes.
Then what you've
done is you've
polished off your CV.
You've written a
brilliant covering letter.
You've gone through the
application process.
And then you've
hit Submit.
Now for many
companies, this
is where the story ends.
No reply, no feedback,
just silence.
Your dreams are crushed.
But why is this?
What's happening?
So to understand
this, we need
to put ourselves
in the perspective
of a typical recruiter.
Recruiters are
overwhelmed.
They are flooded
with applications.
They're actually working
across many disconnected
systems, and they just
don't have enough hours
in the day to give
every candidate
that personalized
experience that they
deserve.
Their schedule is full
of back-to-back meetings,
team meetings,
screening calls,
and they have a queue of
candidates who are looking
for an update.
Where am I in the process?
What's next?
Now, we just saw
from that video
that Capita is doing
something differently.
Capita is using Agentforce
to proactively manage
a lot of those repetitive,
time-consuming tasks
to give recruiters
back time, things
like scheduling.
But what if?
What if we could take
this one step further?
What if we could actually
have our agents take
the first setup of
a candidate coming
through all the way
through to the initial
screening process?
Now, I'm going
to show you now
how we can give
one of our agents
a brand new skill
to do just that.
And we're going to do
that without writing
a single line of code.
So let's jump over
to Agent Builder
because that's
where it starts.
Now, here in Builder,
we can see Cara.
Cara is Capita's AI
recruitment agent.
We can see that she
has a clear description
and role.
And we can also
see the channels
that she's activated
on, such as voice
and WhatsApp.
Then we have topics.
Now, topics are
like jobs to be
done for your
organization,
for your company.
We've got topics like
interview coordination
and candidate care.
Now, here we can see that
a topic has a clear scope.
And it also has a
series of instructions.
Now, remember a while
ago I said our goal here
should be to give an
agent a brand new skill
so that they
can also conduct
that initial
screening call.
So let's go ahead and
create a brand new topic
to do just that.
So just to give a
description of what we're
trying to achieve all
in natural language,
we can create
our first topic.
From this, you can
see that Agentforce
has generated all
of these fields.
And again, it has
a description.
It has a scope.
Now the scope is
really, really important
because it tells
us what we do not
want the agent to do.
And then we
can extend that
with a series
of instructions,
like use a conversational,
friendly tone
or use inclusive language.
Now, topics are great.
But to fulfill tasks,
we need actions.
So let's go ahead
and add some actions
to this topic.
Now, here's the good news.
You're not starting
from scratch.
We've got tons of
pre-built actions
ready for you to
go, but we also
recognize that you
may have invested
in actions yourself.
You may have
existing flows, Apex,
and prompts
within your org.
Now, Agentforce can take
that existing capability
and generate brand
new actions as well.
So with just a
few clicks, we've
added some new
AI-generated actions.
And then we've added
those to our topic.
So we've got a brand new
topic up here-- candidate
screening.
So we've given
it a new skill.
Now let's try and
test this out.
So we can do that right
here in Agent Builder.
And right now,
we can also do
that in Agent
Builder using voice.
Isn't that amazing?
So Kelly, maybe you
can help us out here.
Can we simulate
an experience
of a candidate who's
just applied for a role
and is trying
to understand
what the next steps are?
Sure, that sounds fun.
Hey, I'm Elaine Smith.
Just wondering, what
are my next steps
for the education
assessor role?
Hi, Elaine.
The next step is gathering
a little more information.
I see from your
application
that you have
teaching experience.
Could you describe
any experience
you have with assessing
vocational qualifications?
Sure.
I have some experience
assessing for business
admins, but I'm really
excited to focus
building my skills in a
proper apprentice setting.
Great.
This role involves
working closely
with various stakeholders.
How do you
typically approach
stakeholder communication
and collaboration?
Brilliant.
Thank you, Kelly.
Thank you so much.
So-- big round
of applause.
[APPLAUSE]
OK, so what have
we just seen?
So on the right
hand side, we
can see in Agent Builder
that our agent is now
equipped with this
brand new skill.
So they're now
able to conduct
the initial
screening call.
And on the left
hand side, this
is where we can see
the Atlas reasoning
engine at work.
It's selecting the
right topics and actions
based on the user input--
things like get
candidate data.
It's then able to retrieve
the candidate's profile,
identify what's missing
in that profile,
and only ask the
candidate for the missing
information.
So we've seen
not only is Atlas
going through all of
the steps and skills
that we gave it a while
ago in those actions,
but what we're
also seeing is
it's staying within
the guardrails
that we specified, those
instructions, which
is really important.
So Atlas has now gone
through the candidate
screening flow.
It's updated the profile,
and it's now scheduled
the next steps as well.
And it gives you
full transparency
every step of the way.
Now, we've only just
tested one conversation.
If we were about
to release this,
we would have to test
hundreds, if not thousands
of different variations
of conversations.
Now, we can do this
testing at scale
over in the
testing center.
So here in the
testing center,
we can have
Agentforce generate
a number of different
test cases for us.
So we can see that Kali's
selecting the agent
and also 2,000 test cases
that we want to generate.
With that clear
description,
we can generate
those tests.
Now, once those
tests are generated,
we could go ahead,
and we could run that.
But let's take
a look at some
of the results
from a test that we
ran earlier this morning.
OK, here we can see
our tests are complete.
We can see what
the pass rate is.
And, actually, we can
go a little bit deeper,
and we can try and
understand what passed,
what failed.
We can see that the
conversations associated,
whether or not
they're triggering
the right topics
and actions.
And if a test has
failed, we can dig in,
and we can try and analyze
the results even further.
This then allows us to
iterate on our agent
so that we can deploy our
agent with confidence.
OK, so now our agent
is active and live.
It has a new skill.
This time, we're going to
do another live test right
now.
And this time, I'll
be the candidate.
So let's say I'm looking
for a career change.
Don't worry, Zara.
OK, I'm not just yet.
But let's say I'm looking
to become an education
assessor.
OK, so I've just
received a notification
from Capita.
OK, so on WhatsApp,
Capita is asking me
for a little
bit more detail
about my experience.
Now, this is great.
I could do this right
here in WhatsApp
and just go
back and forth.
But isn't it easier just
to talk to somebody?
So let's go ahead and
give our agent a call.
[RINGING]
Hi, I'm Cara, Capita's,
AI recruiting assistant.
Thanks for applying for
the educational assessor
role supporting
apprentices
in the Royal Navy.
Mind if I ask a few
follow up questions?
Sure thing.
Great.
I see from your
application
that you're a qualified
educational professional.
Can you tell me more
about your experience?
Yes.
I've been doing
this at Salesforce
for the last two years,
predominantly supporting
our apprentice program,
and in the engineering
space.
That's great.
Capita supports this work
through infrastructure
and tools like digital
assessment platforms
and case
management systems.
Are you comfortable using
online scheduling systems
and uploading
structured reports
through secure portals?
Yes.
I've used a number of
different secure portals
to provide reports
in the past.
Perfect.
Our next step is to
schedule a live video
interview with one of our
senior education leaders
next week.
What time works
best for you?
How about
Wednesday, Wednesday
morning next week?
Great.
I'll send you a
confirmation along
with some preparation
materials.
Thank you for your time.
Brilliant.
Thank you.
Goodbye.
OK, big round of applause.
[APPLAUSE]
Wasn't that a great
candidate experience?
Now, just imagine
this at scale.
Imagine Cara conducting
thousands of screening
calls.
Now, not only
will this save
recruiters
hundreds of hours,
but it will also make sure
that no candidate falls
through the cracks.
Now, before I hand
back over to Zahra,
I just want you to think,
what could be one business
outcome that you think
Agentforce could achieve
for your business?
Thank you so much
for listening.
And back to you, Zahra.
[APPLAUSE]
Well done, Paul.
Well done.
Well done, team.
That was incredible.
And what you can
see from that
is that Agentforce isn't
just a suite of AI tools.
It is the agentic layer
for your enterprise.
And we have been
innovating hard and fast
to get this
into your hands
super fast, super quickly.
So in December,
we launched 2.0.
At TDX, In March,
we launched 2DX.
Sorry, got my teeth in.
2DX.
But actually, what's
really important,
we've done this so
that you can identify
any app or any workflow
with new features,
like Agentforce API and
MuleSoft for Agentforce,
so that you can deploy
your agents quickly
and confidently,
with maximum trust,
with the testing
center UI.
And you can take
action anywhere,
in any system with
Agent Exchange.
But that's brilliant.
Right?
But none of
that is relevant
if you don't
have the data.
And so here, flown
over especially for us,
here to tell us all about
how we activate this data
and take advantage
of these amazing
opportunities, please
give a very warm London
welcome to Shibani Ahuja.
Thank you.
[APPLAUSE]
Thank you, everyone.
And thank you, Zahra.
My friends, I
have a confession
to make that only
six months ago, just
a little over
six months ago,
I was sitting
in your seat.
I was a customer
of Salesforce.
In Canada, I worked at
one of the largest banks.
And we were driving
personalization at scale.
This was about one-to-one
personalization,
near real time,
because we wanted
to harmonize all
of that information
on our customers.
Now, I will tell
you firsthand
that Data Cloud was went
from being one of the most
misunderstood products to
one of the most valuable.
And that's
because, when you
have unified data,
the opportunity
for every single company,
team, human, agent,
is incredible.
For sales teams,
it's a matter
of taking those
cross-sell, upsell
opportunities, and
being able to drive them
and close them faster.
For service teams, imagine
that your service teams
could anticipate the
needs and the problems
of your customers and
be able to solve them
before your customers
even know that they exist.
We all know the
value of data,
yet why is it that we
have a staggering number
of leaders that don't
feel like they're getting
enough from it, 94%?
Well, I suspect it
may have something
to do with this.
I know at my last
organization,
this is what all of
my data looked like.
And many of our
customers, they
have thousands, thousands
of data platforms and data
sources.
The average enterprise
organization,
they have nearly 900
applications, of which
71% are disconnected.
And within all
of these islands
of disconnected
data, there
is some
disconnected value.
We created Data Cloud
to unlock the full value
and the full potential
of all of your data
across the entire
organization.
Natively built within
the Salesforce platform,
you can leverage 0
copy capabilities.
That data that sits in
all of those lakes, all
of those warehouses, it
remains in those lakes
and warehouses.
It's not duplicated.
It is not copied,
just harmonized.
And you can take
real time action
across your
entire ecosystem.
So I'm going to come out
of my Salesforce persona
for just a moment.
Let's see how the team
will feel about this.
I was a customer.
I heard this
exact same deal.
My true reaction when I
was a customer, no thanks,
Salesforce.
No, I don't need-- you
are, first, never going
to get my data.
I don't need another lake.
I don't need
another warehouse.
I've got enough.
I have all of my
lakes and warehouses.
And this is a true story.
Until I realized we were
driving near real time
personalization, there
wasn't a single person,
not a single person
in my organization,
that had a user
ID and a password
for any one of my
lakes and warehouses,
such that they
could extract
that near real time
and be able to take it
across the organization.
And it was at that
point that I realized
the value of Data Cloud.
That's when I realized
that Data Cloud is
a thin activation
layer that
allows me to harmonize all
of that rich information
across my organization
and activate
throughout my
ecosystem, whether that
was on Salesforce
applications,
whether that
was across Slack
or third-party
applications
like SAP or Marketo.
That's when I realized
this is the value.
And Data Cloud helps make
Agentforce even better.
With Data Cloud,
you also get access
to some of the latest
innovations on data
privacy and governance.
So let's see how Data
Cloud actually works.
It all starts
with harmonizing
all of that
data that we saw
across your
disparate systems,
both structured
and unstructured.
And by unstructured,
this could be PDFs.
It could be voice notes.
It could be your
Slack conversations.
Once you bring
it together,
what Data Cloud
does is it starts
to harmonize customer,
in this case, candidate
profiles.
It starts to do identity
resolution, a real pain
for many organizations.
Once you've got all
of those profiles
harmonized and
unified, we're
now able to
scale governance
across Data Cloud
with AI, leveraging
AI to automatically
tag and classify
all of the data
that is ingested.
Once we have that
clean, harmonized data,
we are able to
activate it across
the entire ecosystem.
And Data Cloud
brings trusted data
to Agentforce, and
it allows Agentforce
to conduct better, smarter
reasoning and planning.
And that's
thanks to Atlas.
So you heard Paul talk a
bit about Atlas earlier.
Think of Atlas as the
brains behind Agentforce.
Now, he also talked
you through this flow
to say it starts
with a prompt.
No different than us.
When we get asked
to do something,
we think about it.
We consider, do we
have enough information
before we take action?
In this case, imagine
having Data Cloud
turbocharged with all
of that rich information
across your
entire ecosystem.
Now Atlas is
performing that loop
with contextual
information
on your customers, your
company, your candidates,
to be able to be
confident that the outcome
that Atlas is going to
provide is right on.
And it's by design that
this should give you
that same confidence,
that Agentforce
is able to deliver
results no different
than your human teams can.
So let's look at this in
the context of Capita.
Now, in recruitment,
we know that timing
is absolutely everything.
And having static
data is never
going to be good enough.
And so, to bring us
right back into the demo,
I'd love for you
to welcome back
[? Kali ?] and Ashley, our
DJ demo drivers, please.
[APPLAUSE]
Thank you.
All right.
Now, to get
into character--
I'm going to switch
characters quite a bit.
And to get into
character for this one,
Imagine that I am Reese.
Reese is a
recruiter at Capita.
Reese is having a
nice cup of tea.
And he wakes up
in the morning,
and he starts to
look at the news.
And he realizes that
local councils have just
approved additional
education programs.
Now, remember,
Reese is hiring
for education assessors.
He's just
realized, I think
my day just got a
little bit busier
than it was before.
So what Reese does,
he jumps into Slack.
Slack is where he starts
his day every day.
It's the heartbeat of
his recruitment pipeline.
And Reese starts to have a
very natural conversation
with Agentforce,
no different
than he would if it was
with another colleague.
Reese wants to get a sense
of how busy his day is
going to be, so he
asks Agentforce,
what are the open
education assessor
roles in London?
Within seconds, Agentforce
delivers a Tableau Next
table.
And it's surfacing
job application data
from Service Cloud.
Now, this is great.
Reese's suspicions
have been validated.
His hypothesis was right.
Naturally,
Reese is saying,
OK, do we have enough
candidates to meet
that demand?
So he asks Agentforce,
once again, right
in the flow of work.
He's not stepping out
into another system.
Right in the
flow of work, he
gets additional
information.
But this time, we're
missing something.
We're missing the
candidate side
of the information.
Now, we've got the job
postings in Service Cloud,
but all of that
rich applicant data
is sitting in Workday.
And we don't yet have
Workday connected.
So it's a
disconnected story.
Well, let's fix
that for Reese.
To fix that for
Reese, we're
going to jump
into Data Cloud.
And for that,
we're going to be
a Salesforce
administrator at Capita.
Now, what we
want to do is we
want to start to connect
the demand, side,
which is within
Service Cloud,
with the supply side,
which sits within Workday.
So we create a
new data stream.
And instantly,
as we're starting
to create a new data
stream, what you start
to see is all of
the clouds that
are available
to Capita today,
and all of the information
and data that's available.
You scroll down a
little bit more,
and you start to
see all of the data
sources, their data
platforms, their lakes,
their warehouses.
Each of these can be
connected with 0 copy.
Again, the data
remains exactly where
it's supposed to be.
We can click, and
we can harmonize.
So we're going
to find Workday,
and we're going
to connect that.
Now, what's
happening behind
the scenes is Data Cloud
is starting to harmonize
those profiles.
It's starting to do
identity resolution.
It's starting to
tag and classify
all of the data
that comes in
to ensure that all
that personally
identifiable information
can remain safe.
So let's go ahead and
create that connection.
And what you see now is,
with that data harmonized,
this beautiful
visual of all
of how that
data correlates
what we saw in Service
Cloud now with Workday.
Incredible.
Now, there can be
a concern, though.
Did we just expose a lot
of sensitive customer data
that was sitting in
Workday through now
to Slack?
Well, this is where
the native governance
and security features
of Data Cloud come in.
Remember, I said earlier
that we have the ability
to use AI to automatically
classify and tag
your data.
Well, once your data is
classified and tagged,
you actually
have the ability
to create
fine-grained policies
to not only define
who should have access
to that information,
human or agent,
but also how we want
that data to be masked
or not masked.
Take, for example,
in an HR workflow,
you likely don't
want to mask
that because HR is
going to need access
to that information.
But at the same time,
does Reese really
need information on a
candidate's home address
or phone number?
Likely not.
So why don't we go
ahead and create
a new dynamic
masking policy that
will prohibit Reese from
being able to see home
address and phone number?
Now, yes, this
information is typically
needed in the
recruitment process.
And as we're going
to keep building it,
it's needed in the
recruitment process
because recruitment
coordinators
do need the ability to
contact our candidates.
When exposed a
little too soon,
it could introduce
privacy risk,
or it could introduce
unconscious bias.
So let's make sure
that Reese only
has access to
the information
that he really needs.
Perfect.
Now let's activate
that new policy.
The data has
been harmonized.
The policy has been
created to protect it.
And now we're going
to jump right back
into Slack, where
we left Reese.
And, friends, let me
tell you one thing.
Now, we've created
this policy.
Just because it's
been created here
doesn't mean you
have to recreate it
in all the other systems.
This policy
will proliferate
throughout your ecosystem.
So, Reese, we haven't
asked that question again.
Do we have enough
educational assessor
candidates to meet
that projected demand?
And this time,
Agentforce delivers.
Agentforce now is giving
Reese a complete picture
of both the supply
that is within Workday
and the demand that sits
within Service Cloud.
And it is taking
other industry data
to help him understand
market demands.
Now, remember that
dynamic masking policy
that we created to ensure
that Reese wasn't getting
access to home address
and phone number?
Well, check that out.
It's been masked,.
So we've got security
at our fingertips.
This is trust in action.
It just works.
But wait, there's more.
As if that wasn't
enough, Agentforce
goes ahead and helps
Reese become even better.
He starts to make
recommendations
to say, hey,
Reese, perhaps
you want to launch
a focused recruiting
campaign because we're
seeing where demand
is starting to soar.
Or maybe it's a shift
in sourcing priorities.
It even gives Reese a
friendly nudge to say,
you are about
to be very busy.
You might want to reengage
past applicants that
hadn't necessarily
made that cut.
Now, this is how Data
Cloud and Agentforce
are helping Reese do
his job better and be
able to
dynamically respond
to the market needs.
And, in recruitment,
we know that timing
is absolutely everything.
With Agentforce
and Data Cloud,
Capita is not
just reacting.
You are leading.
Thank you.
[APPLAUSE]
Thank you, Shibani.
Thank you.
So we've learned
about the agent
or the agentic layer.
We've now learned
about the data layer.
And so the next bit is
where the magic happens.
I know you're debating
that, Paul and Shibani,
but this is where the
magic actually happens.
This is where humans
and agents intersect.
This is where they drive
customer success together.
And so here to bring
to life the application
layer, please give
a very warm London
welcome to Jocelyn Zanasi.
[APPLAUSE, CHEERS]
Good morning, folks,
and delighted to see you
all here.
And I'm delighted to
be able to take you
through this next
chapter and talk you
through Customer 360.
But first, let me take
you back, if I could,
to the '90s.
Do you remember it?
I know I do.
Cool Britannia.
The Spice Girls.
Girl power.
Come on.
Thank you.
[APPLAUSE]
The birth of the internet,
but, most importantly,
the birth of Salesforce.
You see, folks, we've
been working hard
on this for a long time.
Since 1999, we've
been building
each and every
one of these apps
and bringing them
together into one deeply
integrated platform.
And now we're
bringing Agentforce
into each and every
one of those apps.
So in the next
few minutes,
I'd like to take you
through what we're
doing with each
one of those
and how you can take
advantage of Agentforce
in each and every one
of our apps today.
So let's start
with Sales Cloud.
Now, I use Sales Cloud
every single day.
And I imagine many
of you do too.
With Agentforce
and Sales Cloud,
this is the
huge opportunity
to see the
future of sales.
With Agentforce,
you can get rid
of those tedious
tasks that
prevent our sales
teams from being
truly effective.
Think of the workload
your sales teams
take on a daily basis.
With Agentforce, they can
accelerate their pipeline,
lead, nurture, and close
those deals faster.
And with sales
coaching, agents
can provide real
time coaching
for each of your
sellers as they
talk to each and every
one of your customers.
Think about that from a
personalized and proactive
support service.
Then in Service
Cloud, how many of you
have called a
service center
only for that
service center
to be closed just
when you want it?
It's really
frustrating, right?
With Agentforce, you
have the opportunity
to have a service
center that's
available to you 24
hours a day, right
when your customers
want to engage you,
not when it suits the
humans in your team
to be available.
They had the opportunity
to do that both externally
for your customers, but
also think about that
internally.
HR service, IT
service, to be
able to support
your employees right
when they need it
the most as well,
that's the power of
Agentforce and Service
Cloud.
Now, let me tell
you a little bit
about Field Service.
With Field
Service, Agentforce
has the ability
to bring together
the most complex
components that
drive customer
satisfaction with Field
Service.
So think about
the availability
of the right engineer,
the right parts, but,
most importantly, your
customer's availability.
How do you bring
all of those
together and do
that at scale?
That's the power of
Agentforce and Field
Service for us,
available today.
And then Marketing Cloud.
For all of our marketers
here in the room,
I've got a little teaser.
Later on today at
our Connections event
in Chicago, we're
going to be launching
Marketing Cloud Next.
This really is the
next generation
of Marketing Cloud for
us, how we break down
the silos between sales,
service, and marketing
to give a single,
personalized,
and proactive service,
and through marketing
to each and every
one of the channels.
Now, let me tell you
a little bit about one
of our customers
and what they're
doing uniquely with
Marketing Cloud right now,
and that's Thames
Valley Police.
Now, I hope many
of you have never
had to deal with
Thames Valley Police.
And I mean that in the
nicest possible way
because they are
lovely people.
But, genuinely, I
hope you haven't.
What they're
doing is they've
reimagined their
victim portal
with Marketing Cloud.
The ability to do that has
given them a cost saving
of 1.4 million pounds.
The cost to serve
is decreased
as a result of
them reimagining
how they engage victims.
Next on our list
is Commerce Cloud.
And many of you will
have engaged heavily
with Commerce Cloud
at this point.
Agentforce in
Commerce Cloud
allows each of your
merchants, your buyers,
to really rethink how they
can be truly productive.
Think about how they
get one more item
in each cart,
where the stock is
at that very moment.
And then, from a personal
shopper experience,
you've ever
been a shopper,
and you've tried to get
that one particular item
you want in that size,
or that unique fridge
dimension, and you
just can't find it?
Think about how
Agentforce could support
your shoppers to
be able to provide
that personalized and
proactive experience.
As you heard
earlier, that's
exactly what Heathrow
are doing right now,
with 30% increase
in digital revenue.
Next in our field
is Revenue Cloud.
Now, I'm going
to hover over
this for just a moment
because I want to show you
in the demo, in just a
few moments, the power
of Agentforce in
Revenue Cloud,
and the ability
for the agent
to be able to support
you all the way through,
from quoting to
configuration to billing.
So we'll come back to
that in just a moment.
But what I do want
to show you next
is Tableau, the bringer
of actionable data,
my absolute favorite.
This is really where we
bring data to life in each
and every one
of your apps.
So you can see your
data, understand it,
but most importantly,
take action on it
right where you
need it most,
in each and every one of
your apps, there and live.
And then Slack.
My favorite again,
I have to say.
This is an enormous
productivity boost for me,
personally.
It's where I live.
This is the operating
system of work.
With Agentforce
and Slack, it
has the ability
to bring all
of your apps, your people,
your conversations,
your collaboration,
your data,
and now allows
each of your team
to be able to collaborate
with an agent live
so they can be even more
productive than ever
before.
And then last but
not least, MuleSoft.
Now, you heard from
Shibani earlier on
that MuleSoft
is totally open.
This gives us
a super power
when it comes
to Agentforce,
the ability for us
to have low code,
click-and-go connectors
that allows you to connect
even beyond CRM.
So no matter where
your data is,
no matter what third
party it's residing in,
MuleSoft can bring
that together
to allow you to
activate and really
help Agentforce
understand your business.
Now, folks, this
one is an eye chart.
It really is.
I'm not going to run
through it, I promise you.
But what I will
ask you to do,
folks, is take
out your phones.
I'm going to give you
a moment to do that.
And scan that
QR code for me.
What I really want
you to know here
is that we have
more than 100
out of the box,
ready-to-go actions
in Agentforce
for you today.
So no matter what
industry you're in,
you have the ability to
be able to support you now
with click-and-play
actions.
If you're sitting
in the audience
in a regulated
industry thinking,
How do I take
advantage of that?
there's two new
actions I really
want to bring your
attention to that are live
now.
The first is in
financial services.
For customers that
are calling in to you
and have lost their
credit card, the ability
to be able to support
those customers instantly,
that's a ready-to-go,
plug-and-play action.
The second is in
life sciences.
This is how we
bring together
the right patient with
the right clinical trial
and do that seamlessly.
Folks, that's ready
to go for you today,
click and play.
Now, what I'd really
like to do here
is to show you all
of this in action
and go back to our
brilliant customer,
Capita, and our
colleague Reese,
who we saw earlier on.
So, please, folks, welcome
back our fantastic demo
team.
Thank you, folks.
[APPLAUSE]
These guys are awesome.
So let's go back and talk
about our persona Reese
that we were discussing,
our recruiter.
Now, Reese is
going to go back
into Slack, where he
spends most of his day.
So here he is in
his Slack channel.
Now, he has everything he
needs in here because you
saw us connect
the data to Slack,
and this is really
where he's working.
And he is so fortunate
because, as a recruiter,
he also has Agentforce.
Now, you heard earlier
on that we noticed
that there was a need
for a senior recruiter
role in London.
Now, what we'd
ordinarily do,
as recruiter, is
go ahead and create
quite a complicated
campaign
to find the
right candidates
for that particular role.
But Reese as Agentforce.
So, in absolute
plain English,
we're going to ask
Agentforce to give us
a hand with this.
So here's our
digital colleague.
Can you help me
create a new campaign
to recruit an assessor
in Central London?
And off it goes.
Just like that,
Agentforce is working hard
to create that
campaign for us.
It's also going to go
ahead and create the copy
for us for that job role.
Well, how is
it doing that?
Well, actually, Agentforce
is excellent at reasoning.
And because we've
given it all
of that foundation
of data,
whether that's in
unstructured or structured
data, not only is it
creating that copy,
it's using the right
keywords, which
we know will drive
great candidates,
but it's also showing
us the best possible job
boards for us to be
able to post this
to to be able to get the
candidates that we need,
and get them today.
And that looks
really good so far.
Reese, our human
in the loop,
is going to have
a look at this.
And actually, he
thinks we probably
need to add more detail
about the benefits
of this role.
And we want it to sound
a bit more like Capita.
It needs to have the
Capita tone of voice.
So here we are again,
straight into Agentforce
to ask it to do just that.
And as if by magic, in
just those few moments,
it has created that
campaign for us.
Again, we're going to
check it one more time.
And once Reese
is satisfied,
he goes ahead and
clicks Approve,
and the campaign
is now live.
Folks, think about
the time saving
for that one recruiter.
Pretty phenomenal, right?
So what I want to
show you here is that,
not only can we
have the ability
to be able to find
the right candidates,
but let's look at
further down the process
that Reese is
working into and look
at how we create contracts
and do billing really
effectively as well.
So, folks, can we jump
on over to Sales Cloud,
please?
And let me show
you how that works.
So here we are
on Sales Cloud,
in the opportunity page.
And, again, we have
all of the data
that we need right
in the same place.
Now, here we want
to create a quote
for that customer.
Now, ordinarily when
we're creating a quote,
that would require
quite a lot
of manual work, probably
multiple systems.
What are the pre-approved
terms for that customer?
What are the billing
rates, et cetera,
that we have for them?
But now we have Agentforce
bringing all of that data
together.
That gives us that power.
So let's go ahead
and ask Agentforce,
in our simple language,
please go ahead
and create that
quote for me.
Now, think about
what it's doing here.
It is searching across
all of our structured and
unstructured
data, regardless
of whether that's
here in Revenue Cloud
or in any third
party system.
It's bringing that
together for us
seamlessly.
And there's my
quote, ready to go.
Now, think about how
long it might take
you to generate a quote.
The average, folks,
is 37 clicks, 37.
You just watched
me do that
with a simple plain
language prompt.
Well, actually, you
watched the brilliant demo
team do it.
But with simple,
plain language,
think about that
amazing time saving.
Now, that's looking
pretty good.
But we know
Capita wants to be
as flexible as possible.
So let's apply
a 5% discount
to make sure we're
super competitive
in this environment.
Now, Agentforce is
going to go ahead,
make that 5%
discount change.
It's going to
update the price.
It's going to
update the margin.
And it's going to ensure
it's still within Capita's
guardrails.
So what are the
guardrails of business
that we set it
earlier so we're not
giving too much away?
And there it
is, ready to go.
So, folks, what are
we going to do next?
Well, let's turn
it into a PDF
so that we can share
that with our customer.
So here we are in
Salesforce document
management.
That's looking
pretty good.
I think that's
almost ready.
So let's go
generate that PDF.
And what it will do
will automatically
update the opportunity
because it's
a single integrated
platform that's
doing that for us.
And because it's
looking so professional,
we send that off to
the procurement team.
And, of course,
they pay instantly,
as all procurement
teams do.
Folks, that's the
power of the ability
to use Agentforce
seamlessly
to generate those quotes.
So let's see how
Reese is doing.
Let's see how
that's helping
him perform in his role.
Can we head back
over to Slack,
please, to where he's
working every day?
And look at the
Slack Canvas,
where we have Agentforce
hard at work for us again.
Let's see what the
hiring performance
trends look like to
see if we're on track.
OK, folks, let's
have a look.
So his campaign speed
over time, way reduced.
OK, so we're launching
campaigns faster.
His cost per applicant
way down from where
it was, probably because
he's able to do it
significantly faster
than ever before.
And our Q2 pipeline,
how's that looking?
How are we looking
in our Q2 pipeline
to see, are we on
track for the future?
We ask Agentforce
exactly that.
Do we have enough
candidates to fulfill
the roles that we need?
And there we go,
15% over Q2 goal.
Well done, Reese.
I have to say, if
we had many Reese's
in the team working
this productively, that
would be a pretty
phenomenal thing.
So what did I just
show you there, folks?
I showed you the
power of Agentforce
in each and every one
of the applications
that you use every day.
This is bringing together
data, humans, and agents
together to be even more
productive than ever
before.
Now with that,
let me hand back
to Zahra and
the [INAUDIBLE].
Oh, brilliant.
Thank you, Jocelyn.
[APPLAUSE]
Folks, I've got
to tell you,
this is my
reality every day.
This is the reality of
all of us at Salesforce.
And even seeing
that in full flow
is still mind
blowing, even
for us that are kind
of hands-on tools
and doing this day to day.
Well, we've heard
a lot about Capita,
but I'm not certain
we've got enough Capita
people here.
I haven't heard
any Capita people.
Do we have any
Capita people here?
Yeah!
[APPLAUSE]
Ah, finally.
You know, there's
a competition
for the noisiest customer.
We've heard the story.
You've seen the demos,
brought beautifully
to life by our brilliant
DJs and our speakers.
But it's really important
that we get a leadership
perspective.
And I have to tell you,
before I announce him,
this leader is
incredible because he's
truly progressive, a
breath of fresh air,
challenges me,
challenges Salesforce
in all the right ways so
that we create a better
outcome together.
And so I couldn't be more
proud to share the stage.
Give it up, please.
And I want the
Capita loud.
Give it up for Adolfo
Hernandez, CEO of Capita.
Yeah!
[APPLAUSE, CHEERS]
Thank you so much, Adolfo.
Thank you.
Is it nice to be here?
It's fantastic to be here.
I'm just a little
bit humbled
by the whole thing.
Wow.
You are an
incredible leader.
You've got an
incredible organization
and a fabulous
proposition.
So we had to do it.
Of course, we did.
Now, I've got a few
questions for you,
if I may.
OK, fire away.
Is that all right?
Easy ones, hopefully.
OK.
Well, look, even just in
the short space of time,
even since we
launched Agentforce,
things have
moved on already.
So it's always evolving.
AI, agentic, always,
always moving.
How do you see
that playing out
when you think about
humans and agents?
How will the relationship
evolve over time?
Without change, I think
the perspective is also
changing.
I think a few months ago,
it was about one of fear.
Right?
But now, a few
months into it,
it's really feeling
really symbiotic.
So we like to say that
the business process
outsourcing market,
BPO, is like ground
zero for agentic AI.
It truly is where big,
complex, hairy workflows
and processes meet all
of this intelligent
automation.
And then with a
human in the loop.
So if agentic is
going to go anywhere,
it has to really
transform this market.
Similarly, this market is
fully transformational.
So if you bring
it back down
to what we do, just
to really understand
the role of the humans--
so you've seen some of
the stuff that we do.
You've seen
some of the work
we do for the armed forces
to keep the country safe
and what we do for
transport for London,
to keep London moving.
You see the work we do
for vulnerable customers
on behalf of councils
and financial services
institutions.
So it's a lot of
different businesses.
We run the country.
A lot of variety and
a lot of complexity.
So you could mandate
this top-down.
You really have
to get to a point
where the specialist
that owned
this very complex
business processes really
thrive in the prospect
of working there.
So we always say, you
need the expertise
in the business process,
you need the talent,
and you need the
best technology.
And initially it was,
oh, I don't know,
this is going to
take my job away.
Actually, now
people are working,
understanding that
this is going to make
their job a lot better.
So they are identifying
which part of the business
process is very data
intensive, real time
processing,
[INAUDIBLE] relating,
stuff that Agentforce
would do a lot better.
And then they focus on
what humans do better,
is the escalation points,
is the complex decision
making on supporting or
not supporting overruling
the agency's training,
the agency looking
after the ethical
considerations.
And this all brings the
need, which is something
that I wasn't expecting,
to fundamentally change
the culture.
We are in a process to
recreate the culture
of the company.
We've even had to engage
10,000 employees in Capita
to create new values
because what we had before
didn't serve in
this reality.
So now you've got
customer first.
You've got this sort
of fearless innovation.
You've got everybody
feels included.
You've got to
achieve together,
not only within
colleagues in Capita,
but people like
yourselves.
So it's a total
redefinition
enabled and empowered
by agentic AI.
So it's a fascinating
opportunity.
And as I said
in the video,
you have to be
silly not to grab it
with both hands.
Wow, and you
certainly have.
And I have to say
that you are--
I called you out, a
very progressive leader.
You're advanced in the
world of technology.
You've been deeply
immersed in it
through your history.
You're seasoned.
You work with so
many partners.
And yet, on the
video, you said
when you saw
Agentforce, you
had to pause for thought.
Why did you
choose Agentforce?
Why did you choose that?
Well, as you
would expect, we
work for a lot of
regulated industry,
customers and governments.
So they would expect
us to do our homework,
or they would expect
us to really understand
what's available,
evaluate, pilot, test,
and ultimately recommend
as we build our solutions.
And as we do that,
there's a number of things
that are critical.
And I would just
highlight three.
First one is the
relationship.
I think the relationship
with Salesforce
is one that has allowed
us to know what's coming.
How is it coming to
have an influence,
to have an input,
a point of view
into the technology,
into functionality that
is missing, that we deem
is relevant, into what
we see in the market?
Also, conversations
around business models.
And the ability to
have that insight,
early on insight, and
feeling like we're
part of this rather than
this is happening to us,
it's really kudos
to you as a company.
The second thing that is
fundamental to everything
we do is trust.
Right?
Regulated industries,
again, government.
And whether we
like it or not--
I think we like it
because it's a good thing.
--people worry still.
What about hallucinations?
What about data sharing?
How accurate is
this going to be?
Are we going to
have precision
into the outputs?
What is being locked,
for what purpose?
How do I manage
governance?
So one of the things I
love about the Agentforce
proposition is that you're
really grounded by data.
You only operate within
the confines of the data.
These guardrails
that we can
set for agents-- this is
the data that you can use.
This is the data
we're going to attack.
This is where you're
allowed to do.
This is the beginning
of your action.
This is the end
of your action.
This is your
escalation point.
And the whole what
I call the security
and framework,
security framework
and the governance
framework
that you build
for agents, that's
really, really powerful.
And then the last
thing, I was in the room
when this was
announced in September,
I think end of
September, in Dreamforce.
And I was blown away.
I was totally blown
away because I could
see the possibilities.
But having spent
all of my life
in tech, what I
was not expecting
is the speed of innovation
that you guys were going
to bring in from there.
I mean, you've been
seeing that, GA, GA, GA,
all these extensions,
all these integrations,
the testing workbench.
I mean, innovating
at a fast clip
is fundamental for us.
I mean, we have a team
that is called the Capita
AI Catalysts, that they
work with our customers
in solutioning,
understanding
where agentic AI, or the
parts of AI, can work.
And having your
machine of innovation
at that fast clip,
it's then to say--
[INTERPOSING VOICES]
You've got that
relationship.
And we got the
speed of innovation.
So we couldn't
ask for more.
That's amazing.
Bigger discounts, though.
We'll be talking
about that later.
But just lastly,
you talked
about the transformation,
the journey
that you're on
with Capita.
And, my goodness, you're
doing immense things.
Just tell us your
bold ambitions
over the next five years.
How will Agentforce help
you with those ambitions?
We are blessed.
And we are here
now in the UK,
where we have a situation
now where everybody is
really pushing for this.
You're seeing the
UK government,
from the prime
minister down,
that there is a real
push to deploy and take
advantage of the
AI opportunity.
We saw the London tech
week announcements.
And the government
is talking
about an incremental 80
billion pounds of growth
into the economy by 2035.
So this speaks to me
of a lot of agents.
This speaks to me of much
better customer service.
That speaks to me much
better citizen service.
It speaks to me of
a lot of change,
a lot of improvements.
And it's at a time where
our companies, all of us,
starting with Capita,
we need better
financial performance.
We need better
operational productivity.
Civil service also
has some operational
challenges.
So I think this
is happening
at the right time
for all of us.
So as I fast
forward, I think
what we're going
to do is we're
going to do more of the
same, but a lot faster.
Your agents
will be better.
They will be
more pervasive.
They'll be more integrated
into more and more
processes.
And I think our
colleagues are just
going to be fundamentally
transformed.
I mean, one of the areas
where we're investing
a lot in is training.
We're creating data
academies, AI academies,
AI apprenticeships,
because we know,
very quickly, the skills
and the cultural makeup
of our colleagues
has to be
developed to match that.
So I think the workforce
of everybody who's here
over the next few years
is going to fundamentally
transform.
So I think gloom
has been overdone.
And I think we live in
a challenging world,
but this is the right
medicine for the future,
for the economy.
And I'm terribly excited
to be part of it.
Love to hear
your insights.
Thank you so much, Adolfo.
You are doing amazing
things with Capita.
And thank you for
being, honestly,
an inspiring customer.
Thank you so much.
Thanks very much.
Well done.
And a big thank you.
We're on the home
straight, folks.
We're almost there.
And, honestly, that
truly inspires me.
Thank you so much to
our wonderful speakers.
Thank you to our
demo DJs, who
have disappeared already
because we've got lots
of other things going on.
But, honestly, I
hope you found that
informative, inspiring.
We wanted to show you
AI as it was meant
to be, the fact
that we can help you
understand how Agentforce
can be deployed in any
of your organizations,
powered by Data
Cloud across
your full 360,
in one trusted, deeply
unified platform.
And, of course, you
might be thinking, well,
OK, I understand
all that, Zahra,
but where do I start?
Well, I have to
say, we've been
working with
thousands of customers
so far to deploy
Agentforce with them.
And, actually,
their journeys
follow a very
similar pattern.
And three steps, really.
And I don't mean
to oversimplify,
but each one
of these steps
unlocks more value
as you progress.
And the first one being
something you saw,
I think, in the demo
that Jocelyn showed you.
It's asking a
simple question
about your business.
How's my campaign doing?
How's my recruitment
campaign doing?
That's the first step.
And then once you've got
that working and working
alongside you in a
way that you need,
the next step is to get
Agentforce to take action
for you.
And then once you've got
that tuned and rotating
and working smoothly,
the next step,
or the final
step, is to get
Agentforce to take
action on your behalf
proactively.
So as you scale
your digital labor--
and Adolfo made a joke
about the pricing.
We've actually moved
on with our pricing.
We're continually learning
and we're continually
innovating.
So we've done away with
the $2 per conversation.
And we've removed
the friction
to enable you to scale
more cost effectively.
And so we've moved to
a pay-per-action model,
and that's at
$0.10 per action.
So it's much more
efficient, much,
much more cost effective,
and a lot simpler
to understand.
And we know that you--
and, again, Adolfo
alluded to the
fact they're
training and skills.
I mean, we need
to get employees.
We want your hands on it.
Companies want
their employees
to get their hands
on this ASAP,
to get familiar with
it so it becomes part
of their working pattern.
So coming this
summer, we will
be having an unlimited
use for employees pricing
model.
So two mechanisms that
hopefully will help you.
And so, hopefully
demonstrate to you
that we're with you
every single step
of the way, whether
you're starting out
or whether you're scaling.
So with that, well
done for making it
through the
keynote, folks.
Well done.
Now you need to go
and get your steps up,
get yourself to
the campground,
get your hands
on those agents,
and start building.
But once you do that,
and once you feel happy
and satisfied, come
back here at 4:30.
We will have Louis Theroux
for the luminary keynote.
And just before
you go, please do
help us make this
better for you.
We want to serve you.
So there is a
survey there.
If you get a moment,
please pop up your phone.
Grab that.
Tell us what you want more
of, what you want less of.
And we will do our
best to serve you.
So with that,
thank you so much.
You've been an absolute
pleasure this morning.
[APPLAUSE]
Enjoy the rest of
World Tour London.
[MUSIC PLAYING]
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WT London 2025 Main Keynote: Become an Agentforce Company
Join leaders at Salesforce to learn how Agentforce, the digital labour platform, brings humans and agents together to drive customer success on a unified, trusted platform.
Starring
- Shibani AhujaSVP, Enterprise IT Strategy, Salesforce
- ZAHRA BAHROLOLOUMICEO, Salesforce UKI, Salesforce
- Adolfo HernandezGroup CEO, Capita
- PAUL OSULLIVANSVP, Solution Engineering, Salesforce
- JOCELYN ZANASISVP & GM, UKI Professional Services, Salesforce
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