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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 EVP
Product and Industries.
Marketing Salesforce.
Patrick Stokes.
[APPLAUSE]
All right.
Thank you.
Good morning, everybody.
Welcome to New
York World Tour.
It is a pleasure to
be here with you.
My name is Patrick.
I will be your host today.
It's been a
pretty great time
in New York over the
last two weeks or so.
The weather has been
peak every single day.
Except for today.
I don't know why.
Couple days ago,
over in Brooklyn,
the Liberty raised their
2024 WNBA championship
banner in the
Barclays center.
That was pretty awesome.
[APPLAUSE]
Over the weekend in the
Bronx and in Queens,
and then flipping
back and forth,
we had the Yankees
and the Mets
going at each other
in the Subway Series.
We always like that.
But the real cool
thing, the best,
was Friday night.
Friday night.
Yeah, Friday night,
the New York Nix
at the Mecca of
basketball, Madison Square
Garden, did what New York
teams were born to do,
and that is knock
freaking Boston out
of the playoffs.
[CHEERING]
But we are here today for
something even better.
Some might even call this
the Mecca of enterprise
software conferences.
We are here in
the Javits Center,
the glass palace between
the West Side Highway
and 10th Avenue.
Who wouldn't
want to be here
right now this morning
for New York World Tour.
So we're going
to have some fun.
So let's get started.
Now, the way we like
to start everything,
of course, is
by thanking you.
Thank you to our customers
that have been with us all
this time,
especially those that
are here with us today.
And you'll meet some
of them in our keynote
throughout the day.
Thank you.
Thank you to our
incredible community,
our trailblazers, our
developers, our admins,
our architects, our MVPs.
I see some of
you over there.
Thank you for
being with us
on this incredible
journey.
Really, our
entire community,
thank you so much.
Now, we like to start
every journey, of course,
by grounding ourselves
in our values.
These are really our
North Star values of trust
and customer success.
Innovation, equality,
sustainability.
These are what ground us
in everything that we do.
And I think that these are
more important than ever
right now, at this
time in the world,
to remind ourselves
of our values,
especially as we
start thinking
about bringing these AI
systems into everything
that we do.
Now, 25 years ago, when
we started Salesforce,
when Mark and
Parker started it,
they did it with this kind
of new idea, this idea
that businesses
could actually
be a platform for change.
They could be the greatest
platform for change.
And they put that
idea into action.
They created our
one-one-one model,
this model where
we give back
1% of our equity, our
time, and our product
back to the community.
And we've had incredible
impact doing this.
But what I've been so
proud of is watching all
of you, over 19,000
companies around the world
have adopted this model,
and that's just been
incredible to watch.
Now, when we come
to these events,
we also like to give back.
And we're giving
back today.
Today we announced
a $2 million
contribution to Year
Up and Per Scholas
to fund AI literacy.
And I think we even have
some folks from Year Up
here with us today.
I think they might be
somewhere over here.
If you're here,
could you stand up
and be recognized?
Thank you.
In fact, if you're
here from any nonprofit
organization today,
could you just
stand up and
be recognized?
Any nonprofits in the
room with us today?
Thank you.
[APPLAUSE]
Thank you for being
here with us today.
We really appreciate it.
Now, we've been on
this incredible journey
this year.
We'll do well
while doing good.
We'll do $40 billion
in revenue this year,
or that's our projection.
We're excited about this.
But I think the
part that I always
look at when I look
at this slide is just
that we've remained
true to our values
every step of
the way, becoming
one of the most innovative
companies, one of the most
philanthropic companies.
This is something
that's really
kept me a part of this
community through all
of this.
What's also kept me a
part of this community.
I think all of
you as well,
has been our mission.
And our mission
has never changed.
For 25 years,
we've effectively
been trying to do
the same thing.
We've been trying to help
you all, our customers,
connect with your
customers in new ways.
That's what we're
trying to do.
We're helping you
connect to your customers
in new ways.
And every few
years, something
comes along and changes
the way that happens.
Sometimes it's a
really big change.
Sometimes it's a little
bit of a smaller change.
And Salesforce has
been helping you all
navigate those
changes for 25 years.
We started with pioneering
the Cloud and software
as a service.
We helped bring you
into the mobile world,
into social.
But today we're on the
precipice of something
that we think is
much, much bigger.
A change that is
bigger than all
of the previous changes
we've seen in the past.
And this is this
idea of agentic AI.
This idea that suddenly,
out of nowhere,
we can have smart,
intelligent AI systems
embedded right into
our work forces,
right into our workflows,
into our customer
experiences.
This changes
everything that we
know about every process
in our organization.
Every piece of software
that we have that
supports that
processes can now
be rethought through
this lens of agentic AI.
And that's a
pretty big idea.
And it's come at
the perfect time.
Because you've
probably all seen this,
customer expectations
are really, really high
right now.
We all feel this as
consumers ourselves,
but we really
feel it when we're
trying to connect
with our customers.
Right?
They expect really
personalized and real time
concierge-like
experiences.
And it doesn't matter
what you're trying to do.
You could be trying
to get an appointment
at your doctor, or buy
a new pair of sneakers,
get some insurance,
help your kids fill out
their college
applications.
Whatever it is, when
they interact with you,
when they interact
with your organization,
they expect to be known.
They expect you not
to waste their time.
And they expect you to
help them get solutions
to their problems
as fast as possible.
This is really hard to
actually deliver on.
Partially because
we're all overworked.
These expectations
from our customers
have gone up, and up,
and up over the years,
and it's become harder
and harder to keep up.
We're all overworked.
I'm overworked.
I tell my boss
all the time.
He's sitting
right over there.
Right?
And part of what
makes this hard
is all of the systems.
We have all of these
disconnected systems.
Our data is everywhere.
How often have
you been involved
in a project where you
just don't have the data?
Or maybe you do
have the data,
but it's locked in
some system somewhere
and you can't actually
connect it to the process
that you're
trying to build.
And so we asked
ourselves--
we took a big step back
as a technology company
and rethought about
our mission of our job
is to help you move into
these new technology
innovations, to move
into agentic AI.
And we asked ourselves,
what if our work forces
didn't have these limits?
What if it didn't
have to be this way?
What if the fixed capacity
that we have wasn't there?
What if we could eliminate
all of those data silos?
What if we could
bring intelligence
into everything that
we do so that our work
forces could do the high
value work that they need
to do instead of
being burdened by all
of the low value work?
And then we
realized something.
We realized
that agentic AI
can help us create a
revolution, a workforce
revolution, a
revolution in the way
that we think about our
entire workforce, all
of our processes.
And we call this the
digital labor revolution,
this idea that
we don't have
to have entirely human
work forces anymore.
We can now apply
intelligent AI systems,
or agents, side by side
with our employees.
We can help them with
their fixed capacity
and burnout.
These AI agents can
do work for them.
It can help them
analyze information.
It can give them insights.
It can even perform tasks
and go out and do work
on their behalf.
Now, this is this idea of
humans with agents working
side by side,
working together
to drive customer success.
Now, to do this, we'd need
to bring a bunch of things
together.
We would need a
new architecture,
and we call
this Agentforce.
Agentforce is our
digital labor platform.
It's what helps you create
limitless work forces
and break through these
traditional capacity
barriers that we've
had with our human work
forces.
In other words, just
bring them some help.
And we can do this
by bringing together
all of your
enterprise metadata
with our metadata
platform.
Bringing it together
into Data Cloud,
and connecting your
apps and your agents
all together in one
unified platform.
And we're going to walk
you through how this
works in just a moment.
Now, companies that
are doing this,
companies that
are leveraging
this technology,
that are getting out
in front, that are trying
to compete and find ways
to outcompete others
in their sector,
we call these companies
Agentforce companies.
I'll give you
a few examples.
RBC Wealth Management is
an Agentforce company.
These were one of the
earliest adopters.
They have all of
these wealth managers,
which are the folks that
manage your portfolio when
you have an investment
portfolio or a 401k.
And as changes in
the economy occur,
they tend to call in.
They call in.
They want to talk to
their wealth manager.
They want to get
some analysis.
They're not experts, but
the wealth managers are.
They need some analysis.
They need to understand
if there's any risk.
Well, this is challenging.
These wealth
managers, they
might have dozens,
but in some cases,
hundreds of these clients.
And when they get a phone
call from one of them,
they want to deliver
a great experience.
They want to have all
of the analysis right
at their fingertips.
But this can be pretty
challenging to do.
And so they looked
to Agentforce.
Agentforce is
now analyzing
customer or client
portfolios in real time.
So when that phone
call comes in they
know exactly what to say.
And this has been an
incredible boon, not just
for their own capacity,
for their own ability
to deliver, but it's
a better experience
for their customer.
Another example is
1-800Accountant.
1-800Accountant is an
Agentforce company.
Now, they go
through something
that some of us in this
room probably have,
which is a surge
in capacity.
We all surge around
February, March,
April to do what?
To pay our taxes.
And paying taxes
is kind of hard.
You have a lot
of questions.
So they get this surge
of people calling in
and asking questions.
And they came to us
and said, can you help?
And we said, yes.
We need to put Agentforce.
We need to put
agents side by side
with your human
agents, your human
representatives, so that
we can get your customers
answers to these questions
faster than we've ever
been able to before.
And it's not just
our customers.
We like to put our money
where our mouth is.
Salesforce itself is
an Agentforce company.
We've brought together
over 850,000 documents.
Articles, pieces
of knowledge
from our organization,
and We've
indexed them
into Agentforce
and put that on
help.salesforce.com.
You can all go there right
now and play with it.
Ask it some questions.
This changes the entire
service experience.
Instead of having to
search for the knowledge
that you're looking for,
and read articles, and try
to find an answer, and
probably very often fail
to get the help
that you need,
now you can just
ask Agentforce.
And Agentforce
is resolving over
85% of the questions
that come in.
That's 85% less
questions that
ends up in our
call center, that
end up as cases.
Which means our folks
that work over there,
they can work on the high
value problems instead.
Now, we had so
much success
with this that we rolled
it out on our website,
too.
It's not just on
our help site,
but on are broad website.
You can go there
and instead
of having to
navigate through all
the names of the
products, and you just
have a question
you want to ask,
you just ask Agentforce.
And today, Agentforce is
helping source over 30,000
leads.
It's been incredible.
Now, Agentforce
can help you
with really any use case.
Whether you're trying
to build an event, just
like we're here today, and
help your customers find
the sessions, like the
World Economic Forum did
with Agentforce, or
helping SharkNinja
recommend products,
or offering
an incredible concierge
experience like Equinox,
Agentforce is here to
help you do it right now,
today.
And there are customers
doing it today.
Now, we're here
in New York.
And we have a kind of
special type of company
here in New York.
We have a lot
of banks, a lot
of financial institutions,
a lot of health care
companies.
And so today, we're really
excited to show you--
to open up and
show you how
we can bring Agentforce
to regulated industries
with our all
new Agentforce
for regulated industries.
And you'll see a bunch
of use cases there.
We're going to walk you
through exactly how we can
apply Agentforce into
all of these standard use
cases.
But not just
for any company,
for a company that
requires just a little bit
extra trust, a little
bit more trust,
like our regulated
industries.
So we're super excited
to show you that.
Now, we have a lot to do.
We're going to cover this
in three chapters today.
We're going to
start by walking you
through Agentforce
itself and the platform.
How does it work?
How do you build an agent?
How do you deploy it
into your organization?
Then we're going to
switch over and talk
about data and
how important it
is to get all of
your data together
to make this work.
And then finally,
we're going
to show it to you within
sales, within service,
within marketing,
within commerce,
within our
industry products.
So you can see
how easy it is
to deploy these
across every one
of your processes.
And to get us started,
we are super fortunate.
We have our GM of platform
of the Salesforce platform
here with us today.
The boss herself,
Alice Steinglass.
Alice, welcome
to New York.
Awesome.
Thank you, Patrick.
[APPLAUSE]
I've been working in
tech for 25 years.
I've never seen
anything like this.
Honestly, it's a
little bit scary.
But when you get it
right, it's game changing.
For my business and
for your business.
So let's talk about how
we're going to do that.
It starts with an LLM.
Now, LLMs are amazing.
I used one last night
to book my dinner.
But inside an
enterprise scenario
you need more than an LLM.
You need access
to your data,
to your structured data,
to your unstructured data,
and understanding of
what that data means,
with metadata
and semantics.
But even if you
do all of that,
you hook it up to
all of your data.
What do you have?
You just have a Q&A bot
that answers questions.
You want it to be
able to take action
across your line
of business,
across your industry,
with your automations
and your APIs.
And you need more
than just the LLM.
You're going to need a
reasoning engine that
pulls in the right data
at the right time, that
uses logic and
reasoning to make a plan
and take action.
And you can get
all of these pieces
from different vendors.
And you can wire all of
this up and maintain it.
But we've done
that for you.
We've built a single
unified platform
with trust embedded in it.
So you have the
security, the governance,
the compliance,
the guardrails
that you need to roll this
out in your enterprise.
And of course, it's
open at every layer
of the stack.
We call this
platform Agentforce.
It brings together your
data, your customer 360,
and the ability
for agents to act
across your organization.
And of course, this
platform is open.
I would love
to say that we
are the only
thing that you
need to run your
entire business,
but that's not true.
You've got a lot of
different clouds running.
You've got a lot of
different things running
in your organization.
So whether you're storing
your data in Snowflake
or Databricks,
we want you to be
able to access it and use
it with the right security
and permissions inside
of Agentforce natively
with zero copy.
And LLMs, every
time I turn around,
there's another piece of
new technology shipping
from OpenAI, or
Anthropic, or Gemini.
I want you to be able
to take advantage
of all of that innovation
natively inside
of your organization.
And of course, you need to
be able to deploy and run
this anywhere in the world
so you can be compliant.
And with AppExchange
and AgentExchange,
we're giving
you a head start
with trusted solutions
to get going quickly.
So how does all
of this work?
We take the input, it goes
into the Atlas reasoning
engine.
And what it's
going to do is
it's going to
reason around
the intent from
the customer,
and it's going
to put together
a plan, a set of actions
that it's going to take.
And those actions
span the gamut.
They work across every
line of business,
every industry.
And with MuleSoft
you can extend
across your enterprise.
So maybe you want to
take an action in SAP,
or NetSuite,
or Workday, you
can do those natively
inside of Agentforce.
But of course, you want
to see this in action
with one of our customers.
So I would love to
talk about Prudential,
an Agentforce customer.
And-- sorry, an
Agentforce company.
They are a leading fortune
500, a globally recognized
brand, and a premier
active global investment
manager.
And they're
celebrating 150 years.
And they're here
with us today.
So let's roll the film.
[MUSIC PLAYING]
We have over 50
million customers
in over 50 countries.
And so to serve
their needs,
Prudential has to
be able to scale.
Our demographics are wide.
So we want to ensure
that we're delivering
highly efficient, highly
accurate interactions
with our customers.
We are 150-year-old
company and the customer
is at the heart
of our brand.
Our vision really
is to expand access
to investments, insurance,
and retirement security.
So how do we get
to the people
who need us the most?
That's a big part of
where Salesforce helps us.
At Prudential, we call our
sales people wholesalers.
And they're managing
relationships
of about a few thousand
financial advisors.
So how many relationships
can you really
effectively
manage when you're
talking about that
type of volume?
Where Salesforce
comes in is it really
organizes that data.
So we get a 360 view
of the customer.
Being on the Financial
Services Cloud
enables not only the
data accessibility,
but the ability
to plug and play.
Because with Agentforce
built directly inside
of the Salesforce
platform,
we can help
automate processes
so that our
wholesalers can
focus more of their
time on the moments that
matter.
And that's what
we're really
excited about
in the future.
So now fast forward to
after a meeting is done.
We had a really
good conversation
about Flex card.
With Mobile
Activity Capture,
the task, the
details, the clarity
is all created directly
inside of the Salesforce
platform.
We had four clients, but
the main one of interest
was a Tom Jones.
So now we're
speeding up that part
of the process where
our response gets back
to the financial advisor.
And we can save
about half a day
a week of a
wholesaler's time.
Agentforce can
help supercharge
our wholesalers to
take their sales
to the next level.
With Salesforce, we
have this deeply unified
platform.
We're able to show up and
scale in the right way
to help our customers
with their lives work.
And Salesforce is
helping Prudential
to be the best in class
at customer experience.
[MUSIC PLAYING]
[APPLAUSE]
So we have our Prudential
team right here.
Can we get round of
applause for the folks
from Prudential?
[APPLAUSE]
Thank you for being
an Agentforce customer
and an Agentforce company.
So as you can
see, Prudential
is bringing industry
leading experiences
by blending
advanced technology
with a human touch.
And I want to talk about
the annuities business.
So in the
annuities business,
as you saw in the film,
we've got wholesalers.
And each wholesaler
works with a large number
of financial advisors.
And each of those
financial advisors in turn
advises the
massive breadth
of Prudential customers.
So to make that
scale, that's
a relationship business.
And that's why
Prudential is piloting
these solutions with
Agentforce in sales
and service, so
that their advisors
and their wholesalers
can spend less time
on the manual
tasks and more time
building those
relationships.
So let's see
how Prudential,
or any company, can
scale their business
with Agentforce.
So to start off
with, I'm going
to play the role
of a wholesaler.
And it's Monday morning.
And we all know what
Monday morning looks
like for salespeople.
I've got a pile of
emails coming in.
I've got a lot
of CRM data.
I've got some spreadsheets
that I have to deal with.
So where do I start?
Where do I focus my
time to be effective?
Agentforce is going
to tell me right where
I like to work in Slack.
So here I've got a
targeted plan for my day.
I can see that the top two
people I need to meet with
are Jenny and Morgan.
That's what's really going
to drive our business.
Now, I'm going
to be picky.
I don't just want
to meet with Jenny.
You know what
I would like?
I would like it
if Agentforce
could make me a
personalized meeting prep
doc for that
meeting with Jenny.
This is something
that we saw
when we rolled
out Agentforce
at our organization.
And something you're
going to see, too.
Everybody and
their brother
has a request for
something else that they
want Agentforce to do,
some other capability,
some other action it
should be able to take.
And this is the true
power of a deeply unified
platform, because we can
add these capabilities
and the data, the
actions, the trust
are already connected.
So let's see
how we do that.
And to do that, I've
got Lynn over here
at the demo
desk, and Lynn is
going to play the
role of an admin
in our organization.
And she is going to
help us add the ability
to create that
personalized meeting prep
doc.
Now, what she's
done here is
she's opened up
our agent builder.
And here we can
see our agent.
It's the opportunity
analyst agent.
Every agent has
a description.
It has a role.
This is just
like an employee
in your organization.
It tells us who they
are and what they do.
It also has channels.
You saw me earlier
talking to it in Slack.
This agent can
also talk over
email, or Facebook
Messenger, or voice.
And the real
heart of the agent
is this list of topics.
These are the skills
that the agent has.
Here we see some
that Lynn built,
and some that ship
out of the box.
So let's see here.
If you look at those
topics, quote summary.
Quote summary is an
example of a topic
that ships with
financial Services Cloud.
And all of it
is extensible.
So Lynn can go
in here and say,
I'm going to create
a new topic Alice
asked me to go make a
personalized meeting prep.
And the way we
build things with AI
is different.
We're not going to
do a lot of clicking.
There's no decision
trees here.
She's just going to
go through and explain
in natural language
what she wants.
Here she wants to
create personalized,
data driven agendas.
She wants to pull
in the CRM data.
She wants to pull in
our past interactions.
Maybe she wants to do
some market research
or competitive research.
Maybe next best product
that we want to recommend.
She's just going
to say, this
is what we want to do.
Then she clicks next, and
the AI is automatically
going to turn that into
a list of instructions
to the agent
about how they
should handle this topic.
She can edit these.
And I actually want
to point out one
of these instructions.
Do you see that last
instruction right there?
This is important.
This is part of
those guardrails
I talked about earlier.
You don't just
tell the agent
what you want it to do.
You also get to
tell the agent what
you don't want it to do.
So in this case, we don't
want this particular agent
to talk about compliance
or regulatory guidelines.
Instead, we'd like that
to tell them to consult
a qualified professional.
But this is an area
where you're in control.
And this is important
when you're rolling out
enterprise solutions.
OK.
So let's go ahead
and click Next.
Now's the fun part.
We get to add a
bunch of actions.
And these actions?
Like I said.
They're all the
built in actions,
but they're
also the actions
that you've already built
in your organization.
I know a lot of you have
built a lot of flows.
You have a lot of APIs.
Maybe some of them are
managed by MuleSoft.
You have Apex in
your organization.
All of those are
natively available here.
So you can use
those actions
as part of building
new capabilities
in your agent.
So Lynn can
pick an actions
she's already built. She
can create new actions.
We're going to select a
bunch of actions here.
And now what
we get to do is
we get to look
at the things
that the AI has
built for us,
and we can edit and review
those and make sure those
are what we want.
And the fun part,
we can start
testing out this
agent's capabilities.
So Lynn, you want to ask
it to make a meeting prep
doc?
OK.
She's going to do
one for Melissa.
So what happened
on the right
is you're seeing
it actually create
the meeting prep doc.
But what I really
want you to look at
is that column on
the left there.
Because this is
what we can see--
this is where we can
see what Agentforce is
doing behind the scenes.
So as a builder, you want
to be able to look at,
what's it actually
doing with that input?
How is it reasoning?
What instructions
is it following?
And then, what
is that plan
it's actually creating?
And I can see which
of these actions
it's pulling in, things
like getting the product
information.
I can see exactly
what's happening.
Or finding the
opportunities.
And it's using all of
those individual actions
to pull together this
meeting prep for me.
OK, so now Lynn gets
to do some iteration.
Maybe the answer she got
was longer than she wanted
or shorter than
she wanted,
or she wanted to pull
in more information.
She gets to edit
and play with it.
And when she's got
what she wants,
she can use the standard
software development
lifecycle tools to push
this to production so
that I as the wholesaler
now don't just
know that I should
meet with Jenny today,
I know exactly what I
should talk about when
I meet with Jenny today.
So let's get a prep doc.
OK.
So we should follow
up on some customers.
We should talk about
this new annuity package
option.
Great.
I am ready for
this meeting.
So I'm going to head
over to my meeting.
And, of course,
the meeting
is going to go super well.
We're going to rock it.
It's going to be great.
But I've only
got 10 minutes
between this meeting
and my next meeting.
Now, I've got two
teenagers at home,
and they could
probably type an essay
on their phone
in 10 minutes.
I can't.
I can't.
So I am going to-- oh, I
just clicked something.
See, this is-- I told you.
I told you.
I can't even--
I can't even
hold a phone correctly.
OK.
OK.
Just got done with my
meeting with Jenny.
So she's got two clients
who are in closing stages.
She's got a new
customer, Emily Lawson,
who's interested
in annuities
and strategic investing.
And she asked me to send
over her a draft annuities
proposal.
Oh, and she's going
to be out this Friday.
She's taking her daughter
to the New York Liberty's
game for her birthday.
Great.
I just told Agentforce
what I needed to do.
Now I can head on over
to my next meeting.
And in the background--
you can take that phone.
In the background,
Agentforce
is using all
that information.
It's taking it.
It's uploading it all.
It's updating
my CRM fields.
It's updating
the interest.
And in fact, it's
creating a new business
relationship plan.
So now at the
end of the day,
after all my meetings,
I get back to the office
and I can see this
business relationship
plan.
And here I've got a bunch
of business insights
about Jenny all
in one place.
I can see the top
selling products.
I can see the
customer demographics.
I can see related records,
like opportunities
and cases, or
custom objects
that we track in
our organization,
like trainings.
But what I want to do,
I want to point out
in the top right there.
Because Agentforce
has recommended
some follow up actions.
Maybe I want to send a
New York Liberties gift
card to Jenny, really
build that relationship.
And it's drafted that
annuity solution.
Now, it didn't send it.
That's another aspect
of the guardrails.
So when Lynn
set this up, she
said, for these
actions, we
want a human in the loop.
Before we actually send
an annuity proposal,
we want our
wholesaler, me,
to be able to look
at it and say,
that's actually
what I want to send.
But it saves me
a lot of time.
So now I can take a look
at it and just click Send.
That's pretty cool.
And that is a modern
wholesalers day,
where I can
spend less time
on the overhead
and the manual work
and more time
on what matters.
On sales, on advising, and
on building relationships.
This is the power
of Agentforce.
And I'm sure you want to
hear more about how you
get started on this now.
So, Patrick, do you
want to come up and tell
us a bit more
about Agentforce?
I will.
Thank you so much, Alice.
Great job.
[APPLAUSE]
All right.
Every time I see that
demo-- and actually, more
than the demo, every time
I build an agent myself
with Agentforce, like in
my little basement office,
which I do a lot,
if you know me,
I'm more and
more impressed.
This is just so much
more than a CRM.
Think about what
we just saw.
We went from idea, to
every morning I wake up,
I just want
something to help
me prepare for
my meetings,
to building an agent.
It had all the data
that it needed,
and it was able
to deploy it
right inside
the application
that I use every day.
Show me another a platform
that is doing all of that.
It's just such a pleasure
to be on this path here.
And look, it's been
a really fast path.
We shipped Agentforce
at Dreamforce.
A few months later in
December, we shipped 2.0.
A few months
after that, we
shipped Agentforce DX to
bring a host of developer
tools to all of you,
all of our agent blazers
who are trying to ship
and deploy these agents
across your organization.
And don't tell anybody
I told you this,
but the next version
of Agentforce
is right around
the corner.
So don't tell
anybody, but we've
got some exciting things
happening there as well.
Now, a moment ago, I
said that part of what
makes this work is
that all of your data
was there.
We were able to bring
all that data in
to help us in that meeting
preparation document.
But how did it get there?
Well, to help us
figure that out,
please welcome
Sanjna Parulekar.
Sanjna.
[APPLAUSE]
All right.
Thank you so
much, Patrick.
Now, what I love about
all of these Agentforce
demos is that
they're really
showcases of how you
can put all of your data
to work for a better
customer experience.
And I have the
privilege of getting
to talk to so many of
you about the importance
of our platform
every single day.
And the importance
of your data
is your next
competitive advantage.
You have data locked in
so many different systems.
And there are all of these
different missed signals
about your customer that
are in those systems, too.
For a CEO, it might
be the difference
between making one
strategic decision
for your customer
versus another.
For your sales teams, it
could be the difference
between understanding
an upsell opportunity
and just letting
that pass you by.
And for your service
representatives,
these are opportunities
to provide that tailored,
personalized
service experience
that every
consumer craves.
But we have a pretty
alarming statistic up here
on the slide.
Only 94% of leaders feel
that they could really
even get more value
out of their data.
I mean, that's
pretty alarming here.
And why do they
feel that way?
They feel that way
because their data
is trapped across various
different systems.
Well, you have systems
like large scale data
lakes, like Snowflake and
Databricks, where you're
storing engagement
data and high volumes
of customer data.
You have other systems
like NetSuite and SAP
that might be storing
different types
of transactional data.
But all of
these islands of
disconnected and
trapped sources of data
are keeping you from
unlocking that value.
And they're keeping
you from unlocking
that distinct
competitive advantage
that you could have.
And this entire
problem set
that I'm telling you
about is our inspiration
behind Data Cloud.
We want to
enable all of you
to unlock the full value
of all of your data,
in service of a better
customer experience.
We want to help you
unify that data.
So every single
customer shows up
as one person
in your systems,
not 45 different
people, but one person
with one sets of
needs that you
can personalize and tailor
those experiences to.
We also want to make sure
that you have real time
access to this data.
Stale data is just as
bad as not having access
to the data at all.
And so we've really
made Data Cloud
that availability
platform for all
of your data in real time.
And most
importantly, we want
to make sure that all
of these amazing AI
experiences that you're
building on Agentforce
have that full view
of your trusted
data about your customer.
So let's take a peek into
how Data Cloud actually
works, because
this is really
where the magic happens.
And it all starts
with connecting
to all of your data.
Now, this means
different things
for different customers.
This could mean different
Salesforce clouds,
different Salesforce orgs.
It could mean data lakes
and third party legacy
systems.
And it could mean
unstructured data, too.
In the modern
world today, you
have structured and
unstructured data.
You have images, you have
PDFs, you have voice.
You have image data
and video data.
We want to put all of that
to work for that better
customer experience.
And you even have
different APIs
that you're managing with
MuleSoft or other systems.
Now, once you connect
to all of that data,
there's a really
important step.
I mentioned that
we want all of you
to have that single
view of every customer.
This is what Data
Cloud does best.
It harmonizes all of
these different systems
of record into one
system of understanding
about your customer.
And once you
do that, we can
have all of the
different policies
that you have about
data access and control
persist across any
of these sources.
So you can make sure that
you have that secure data
access for everyone
within your organization.
And once you've
done all this,
the possibilities
are really endless.
You can empower any
insight, any action,
anything that you build
on the platform with any
of these pieces of data.
Now this is how
Data Cloud works,
but Data Cloud is
also a central part
of how Agentforce works.
We talk a lot about our
Atlas reasoning engine,
and it's our secret
sauce on how Agentforce
can really think and take
action on your behalf.
But Data Cloud
is really how
we retrieve the right
data for the right task
at the right time.
And we enable
Agentforce to give you
that smart, tailored
guidance that Alice showed
you in that demo earlier.
So I want to show you
another visionary demo
of how Prudential can put
all of this technology
to work for a better
client experience.
Now, for businesses
like Prudential,
there are several
moments that
matter across the entire
client life cycle.
Now, that could be
when a client purchases
a new car, when
they graduate,
or when they get married.
So let's see how they
can turn those moments
that matter into a super
personalized experience
for every single client.
We'll jump into the demo.
So here we are on
Prudential's website.
And let's just say that
a current client who
is about to get married
wants to ask Agentforce
here to update
a beneficiary
on their account.
Now, this is a pretty
simple interaction.
And luckily with
Agentforce on the website,
it can be handled
in a pretty simple
and tailored way.
It gives you our
next steps here.
And we get kind of
prompted with what
the next steps are.
But how do we build
this experience?
This type of conversation
would normally
be a missed signal,
a missed opportunity
for personalization.
But the way that we
can do this really
starts with Data Cloud.
So inside of Data
Cloud, connecting
to all of your
data is really
as simple as creating
a new data stream.
And we have hundreds
of different connectors
to connect to any
source of data
that you can imagine.
Now, I'm going to take a
pause here for a second.
You've probably seen this
demo many times before.
I've been up here giving
you this demo many times
before.
And I tell you
every time that we
can connect to your data,
and it's any data source.
And I get the same
question every time.
Customers tell me, I don't
want to move my data.
I have a data strategy.
How is this better
than the rest?
And what I say
back to them is,
we don't want your data.
We don't want
you to move it.
We want your metadata.
So when you connect to
these different data
sources, like
Databricks or Snowflake,
you're not replacing
your existing investment.
You're getting
more out of it.
We're connecting
to your metadata
so we can make
that data usable.
We don't want
your data, but we
want you to make it
more actionable using
the Salesforce platform.
So you can connect to your
metadata across any system
and really put it to work
across any experience
that you build.
Now, once you've
connected to this data
and created data
streams, you
have all of these
different data streams
available to you here.
And what's really
cool about this is I
can even see a
complex data graph
of how all of this data
across different systems
is related to that
single individual,
giving me that richer
understanding of who
each client is
for my business.
OK.
Now, I said that I want
to get your data to work
for your business, and all
we need is your metadata.
Now, the cool thing
about the platform
is that when I can
connect to your metadata,
I can also create
flows on top of this.
So what you're seeing
here is a Data Cloud
triggered flow.
So when I have different
changes in the data
that I've
connected to, I can
trigger a set of actions
as a result of that.
And what you see
here is we actually
have an out of
the box action
here for insurance
customer service.
Now, I want to give a
special call out here,
because this is actually
an out of the box action
that we ship with
Financial Services Cloud,
because we know
that this is
a best practice for
insurance organizations.
So I'm configuring
here a Data Cloud
triggered flow that
helps to kick off
a process for my
service representatives
using Financial
Services Cloud.
So let's go ahead
and check that out.
Now, here in financial
Services Cloud,
I have a view
that is incredibly
rich about every
single client.
In this case, Callie.
Now, what I
can see here is
I can see a full
activity timeline
of every interaction
that this client has
had with my business.
I can see how
she's interacted
with our website,
on mobile,
on various places that
we interact with her.
I can even see those
important life events,
those moments that matter
across her entire lifespan
of being involved
with our business.
And I can even see
the different policies
that she has access to
all in one simple view.
We're putting
your data to work.
And what we have here is
we also have Agentforce.
We have Agentforce
prompting
me to review some updates
that have just came in
about Callie's profile.
And this is that request
to update the beneficiary.
Now, what's
really important
in these regulated
industries
is that we have a human in
the loop for certain types
of tasks.
So in this case, it's
approving this beneficiary
update.
Now, I want to call
out another thing here,
which is you'll notice the
Social Security number is
completely exed out.
Now, it's a subtle detail,
but its an incredibly
important proof point of
our security posture here.
You can absolutely
configure
all of the role based
access to data that you
need for different roles
within your organization
using Data Cloud.
Because I don't
want all my service
reps having important
personal identifiable
information about
every client.
I want to make
sure that they're
focused on the task and
not the sensitive data.
So I'm going to go ahead
and confirm that update
right here.
But the story
doesn't stop here,
because Agentforce
can also
answer these
questions on the fly
with the power of the data
that we have behind it.
So if I want to ask
a question about,
based on this
recent event,
what are some other
available policy options
for my client?
I get this rich
response here
that is expert
guidance provided
to me from Agentforce.
And it's fully cited, too.
So I have all
the citations
of where Agentforce
got this answer
in the first place.
And that right there,
that is the shift.
That is the difference
between having a business
that knows their clients
and a business that
doesn't.
And that is the power of
Agentforce and Data Cloud
together.
Back to you, Patrick.
[APPLAUSE]
All right.
[APPLAUSE]
Fantastic job, Sanjna.
OK.
Two down, one to go.
We have seen the plumbing.
We've seen how
Agentforce works.
We've seen how
we connect all
of our data and our
enterprise metadata
so that we can actually
put it to work.
But now I'm really
excited for you
to see how it all
comes together
in our Customer 360.
And to do that, I'm
really excited to welcome
John Moore.
John, welcome.
Thank you, Patrick.
[APPLAUSE]
Hey, New York.
It's so good
to see you all.
I'm going to take us
through our homestretch
here, but I'm
going to do that
by starting by
pulling forward
a statement that was made
at the top of the keynote.
And that's with
regard to our mission.
If you know anything
about Salesforce,
then that since
our founding,
it has always
been our mission
to help you to connect
to your customers
in new ways.
And we've been doing
that since 1999.
Yes, the '90s.
That was the internet,
Beanie Babies,
and Salesforce.
Those were the big
cultural moments
in the '90s.
And so we've helped
you to achieve that
by developing what
we've all come to know
as a customer 360.
This connects every part
of your business, service,
sales, marketing,
every critical business
function on a deeply
unified platform.
And now Agentforce
has been
introduced to every single
one of those experiences.
For the next
few minutes, I'm
going to show you how
every application has
been agentified, starting
with Sales Cloud.
The future of sales looks
like humans and agents
together driving
sales success.
And this is where
you can start
to offload those tedious,
repetitive tasks to agents
and empower
your teams to be
able to do high impact
work that really drives
the business forward.
And we start here because
of the foundational nature
of Sales Cloud, and
that's relationships.
And as the world's number
one AI CRM relationship
is literally
our middle name.
And we know how important
that is to your business
success.
Those valuable
relationships
that you own and
cultivate are
strengthened by
transformative service
experiences.
Service Cloud, humans
and agents together,
are delivering
proactive service
with a personalized touch.
Which is how customers
like Heathrow Airport
have been able to
realize a 40% reduction
in their average
call handle time.
And when you
do this right,
these transformative
service
experiences go beyond
the call center
and go beyond
even your website.
And they meet your
customers right
where they are, whether
that's on the work site,
on campus, in
their homes, maybe
on the side of the road.
Our friends at triple-A
Auto Club have cut
30,000,000 minutes of time
with agents that could
have stood between you
and roadside rescue.
Now, how you stay
connected to those
customers is
Marketing Cloud.
This is your
engagement engine.
And you've got
agents ready to work
alongside your teams
to help you to deliver
high impact campaigns
and personalized content.
And, hopefully, all that
awareness that you drum up
will then convert
into purchases,
and you'll meet your
customers right there
in their shopping cart.
And fortunately,
on the front end,
you'll have agents helping
them as personal shoppers.
On the back end, you'll
have agents helping
your teams with
merchandising and buying,
which goes right hand in
hand with Revenue Cloud.
The entire
revenue cycle has
been agentified from
quotes to contracts
to billing.
And as Sanjna already
told us, all of this
is being driven by
your trusted data.
Think about your
data and the ways
that you can now interact
with that data using
Tableau.
Folks like bots, they're
accessing AI driven,
powerful insights and data
visualizations 97% faster.
Think about the
time and effort
saved across your
enterprise, multiplied
across all your
departments
and your teams.
And speaking of
time savings,
this is actually
one of my favorites
because I live and breathe
it every single day.
Salesforce literally
runs on Slack.
This entire experience,
this World Tour,
was built and
designed using Slack.
This is where you bring
all of your knowledge,
your people, your
data, your apps,
your workflows
together in one place
to collaborate in real
time in the flow of work.
And thanks to
MuleSoft, out
of the box connectors, and
APIs management tools, now
you can empower
your agents
to take action anywhere.
And that's including in
your third party systems.
So I know we have a
lot of industries that
are being represented
here today, but regardless
of what industry you're
a part of, starting
with our upcoming
summer releases,
we now have 100 additional
industry specific skills
and actions for agents
available for you
to implement right
out of the box.
That industry specific
piece, that's important.
Because we have a lot
of highly regulated
industries, as
Patrick mentioned,
represented in the room,
like health alive sciences
and financial services.
And so when you are
in an instance where
you have to navigate
highly complex compliance
and regulatory
environments,
that's when these types
of skills and actions
matter the most.
Now, what might this
look like in real life?
We're going to revisit the
story we've been following
all day long.
And that's Prudential.
And to help us get
ready for that demo,
can you help me welcome
back our demo drivers,
Callie and Lynn.
Let's give them
a big hand.
[APPLAUSE]
All right.
Let me just help us
to get set up here.
So in Sanjna's demo,
we saw an example
of how financial
advisors support
all of us, the customers,
with big life moments.
And now we're going
to zoom back out
and talk about
those teams that
support the financial
advisors, the wholesalers,
as played by
Alice Steinglass.
The wholesalers, just
a quick refresher,
are responsible for
enabling the advisors
with all the compliance
training, product
knowledge, and
sales support
they need to help
advisors give the most
sound financial advice.
But they have to
do this at scale.
These wholesalers
are managing hundreds
and sometimes thousands
of individual financial
advisor relationships
across geographies
and across time zones.
No small task, but this
is a great opportunity
for Agentforce.
So this is where
Agentforce comes in.
And we start our
journey in Slack.
Now, for Slack
users in the room,
this may look familiar.
But we've got a really
fantastic feature
I want to highlight.
And that is our
record channel.
This is unique because
of the deeply integrated
nature of the platform.
As I mentioned before,
all of your CRM data
can show up anywhere,
allow you to take action,
collaborate in real time,
in the flow of work.
This is exactly that.
And this record
channel now
gives wholesalers
all the information
they need on this entire
network of advisors.
No digging, no
toggling, no swivel
chairing from
system to system.
You just have Agentforce
proactively serving up
all of these key updates.
And the key update here
is a brand new advisor
who's just joined this
wholesaler's network.
Her name is Melissa.
So we saw some basic
information about her
in her account details,
but if we really
want to get to know her
on a personal level,
we can ask the agent to
pull forward some deeper
insights.
And this is where we
can see her preferences.
We can see her
hobbies, we can
see how she likes
to take meetings.
We can even see
recent activity,
which might indicate
an uptick in her client
engagement.
And from here,
the wholesalers
can take action.
You can log notes,
tag teammates,
and maybe even
schedule a meeting.
And to get prepped
for that meeting,
we'll want to dig a
little bit deeper.
So now we've had
this initial signal
come in from Agentforce
to help us lean in.
We want to look at the
data that's driving it.
So we click over into
Melissa's profile
in Financial
Services Cloud.
This is where your
CRM data lives
and where you can start
to learn a little bit more
about relationships.
Because one of
the first things
we see is her
distribution hierarchy.
This is more than
just an org chart.
This is truly a strategic
relationship map.
So we can see all
of her broker dealer
relationships.
We can see the branches
she reports into.
We even see the
upstream teams
that can influence
her decisions on how
she consults her clients.
We also notice that
she's eligible to sell
a new product.
This is an annuity that's
got updated benefits.
And with new benefits
comes new messaging.
And to shortcut the
whole seller's work,
Agentforce takes
on the task
of starting to summarize
all that information
the wholesaler might need
to effectively enable
the financial advisor.
This is a great example of
agents unlocking capacity
and productivity.
Where this may have
typically taken
whole teams and
maybe a few days,
she's got this snapshot
information right here.
The wholesaler
could potentially
take all this information
and then deliver it
to Melissa in the form
of a deck, a one pager,
maybe send it along with
a supplemental knowledge
article, which
would be fantastic.
But with Agentforce, we
can take this one step
further.
Because we might be able
to land this a little bit
more effectively with
some virtual coaching.
This is Sales Coach.
This is a generative
AI agent built right
into Salesforce, and it
simulates the conversation
between wholesalers
and advisors.
It analyzes the
wholesaler's pitch
and then provides
specific feedback that's
grounded in CRM data and
the specific opportunity
the whole seller
is working on.
Now, this entire
process typically
takes about 30
seconds to a minute.
So for the sake of
time, our demo drivers
are going to jump
in here and give you
a quick example of
how this might work.
So let's all wave to
Callie and encourage her
while she lands her pitch.
And pay close attention.
These types of
expressions and gestures,
this is what makes
for a good pitch.
I think this is some
of the finest pitching
around.
But what does Sales
Coach say about it?
As you can see,
Sales Coach
is letting you know
what you did well,
where you could tighten up
your messaging, what you
may have missed, and
maybe even better ways
to handle objections.
Now, this is all very
impressive, but remember,
we're still talking about
humans and agents working
together.
So it may not
surprise you to know
the agentic coach is
so effective thanks
to some human coaching.
This powerful
coaching moment
is made possible
by a prompt
built in prompt builder.
And this prompt
instructs the Sales
Coach how to behave,
how to reason
through the feedback that
it's actually giving.
It's been instructed to
pull information directly
from the
opportunity record
and from the account
advisor's profile,
and provide this highly
contextualized feedback.
This is how
our wholesalers
can stay on top
of their game
and help their
financial advisors
to be far more effective
for us, the customers.
Now that's one
advisor conversation.
But remember,
wholesalers are
responsible for
thousands of these.
So how do you scale
this experience?
That's where
Tableau comes in.
Now, I don't know
how many of you
all wake up in the morning
and opine over dashboards
and the type of
data that you
need to swim
through in order
to get your job done.
Whether that's you or not,
this is a game changer.
Because with Tableau
Next, not only
do we have access to
all of the enterprise
data that's connected
across your business,
but we're able to
reason with that data
and ask questions
of that data.
So as a wholesaler, rather
than simply wondering
which advisors in my
network, in my territory,
might benefit from the
same type of support
I'm giving Melissa,
I can simply
ask Agentforce to help me
do some of that reasoning.
It analyzes the
performance trends
and then delivers
a targeted list
of individuals
that could benefit
from additional
training and engagement.
This is beyond just
business intelligence.
This is business momentum.
And this allows teams
to no longer react.
You can now respond,
refine your approach,
and scale with confidence
from one advisor
to thousands, from one key
insight to entire clarity
across your business.
And with the power
of Agentforce,
you can turn that clarity
into business action.
To wrap us up, I'll
turn it back over
to our host, Patrick.
Let's give it up for
him one more time.
All right.
Thank you.
Big hand for John,
for Sanjna, for Alice.
[APPLAUSE]
Incredible job.
OK, we're going to
get you out of here.
I know there's
a lot of stuff
out there we all
want to go see,
but just a couple
things to wrap us up.
So, it's just incredible
to see how Salesforce
has been evolving,
how we've
been able to bring all
this together on one
deeply unified platform.
I think you can see
what I was saying
at the beginning, that
this changes everything
about every process
that we run.
And we're really excited
for you to get started.
But that's an
important step
because you may not
know how to get started.
I've heard this question
again and again,
and we want to give you
a little bit of guidance
on that.
Number one, we have
this maturity model.
And you can go and
find it on our website.
And it'll help you get
set up on every step.
But it just starts with,
build an agent that
can answer a question.
And not just any
question, but a question
about your business.
An LLM can't just
answer a question
about your business other
than the public data
it's trained on.
But see if you can
get it to answer
a question about your
internal business data.
And once you've
got that working,
see if you can get
it to take an action.
See if you can actually
get it to go out
and execute an API call.
Then you're really going
to start to see the value.
And then finally, once
you've got that working,
you'll have all
the tools that you
need to start building
truly autonomous agents.
The other question
that I always get,
that we very rarely
address in these keynotes,
and we always get
feedback that we should,
and that is what on
Earth does it cost?
And when we rolled this
out the first time,
we said, how about
$2 a conversation?
And you all
said, that sounds
good in some use cases,
but in other use cases,
that sounds like it might
get really expensive.
Is that going to work?
And so just this
week, or maybe
it was last week or
earlier last week,
we announced two
new pricing models
to help you get started
quickly and confidently
with Agentforce.
We have one where instead
of $2 a conversation,
which is a little opaque,
what if you could just
pay by action?
So we said $0.10
per action.
So you're only paying when
Agentforce is actually
going out and
performing an action.
And then we released
another model as well
to really make it simple.
What if you just want
unlimited Agentforce
usage?
As many questions
as you want,
as many actions as you
want for every user
within Salesforce.
So we release
that as well.
We now have unlimited
Agentforce usage
for every user
in Salesforce
with an add on per user.
So this is incredible.
Thank you.
We're really
excited about this.
And you can scan the QR
code to learn a little bit
more.
OK.
So with that, we have
a lot more outside.
I recommend coming back
in here at one o'clock
to watch some of
these keynotes,
like our Financial
Services and our Service
Cloud keynote.
Go get hands on outside
with Agentforce.
You can play with it
yourself and get hands on.
And then finally, I
want to thank everybody
for your attention today.
And please scan
that QR code
and fill out the survey.
It helps us get better.
Thank you so
much, everybody.
Have a great day.
[APPLAUSE]
[MUSIC]
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WT NYC Spring 2025 Main Keynote: Become an Agentforce Company
Join leaders at Salesforce to learn how Agentforce, the digital labor platform, brings humans and agents together to drive customer success on a unified, trusted platform.
Starring
- Patrick StokesEVP, Product & Industries Marketing, Salesforce
- Sanjna ParulekarSVP of Product Marketing, Salesforce
- Alice SteinglassEVP & GM, Platform, Salesforce
- Jon MooreDirector, Product Marketing, Global Public Sector, Salesforce
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