We brought you into the Cloud,
where we unlock experiences
that were once the stuff of dreams,
as forever changed our world.
and build trust into every experience,
making sure no one gets left
so we can connect with customers
Say hello to the new Salesforce
reimagine for an A.I. First World,
Calling all trailblazers.
And welcome to Financial Services
to motivate you, educate and inspire you.
But before that, we want to thank you
our partners, or trailblazers
online from around the world,
and especially to those tuning in
Thank you for joining us.
When Marc and Parker founded Salesforce,
they brought in a new technology
model, a new business model,
and a new model for giving back.
is about dedicating 1% of our equity,
and 1% of our products to giving back.
Globally, we've been able to give back
in grants to nonprofits and NGOs.
Our employees have logged
more than 8.1 million hours
of volunteerism, and 54,000 nonprofits
are running for free on Salesforce.
And probably the greatest thing is
that we've inspired 17,000
to join us in our 1-1-1 model.
we are proof that you can do well
and to have had this incredible growth.
We just came off a strong first quarter
nearly 35 billion in revenue.
This year with a 28% margin.
We're a leader in philanthropy,
all while being one of the fastest
growing software companies in the world.
We're also proud to be 100% net zero.
We want to help everyone to their journey
What drives this effort at Salesforce?
We emphasize our core values
and how we are living those values
each and every day in our company
Our values guide everything that we do.
Trust customer success, innovation,
equality and sustainability
in financial services across
wealth, insurance and banking.
We know that trust is the foundation
of any client relationship,
from securing and growing their capital
to protecting their assets,
their homes, businesses and their lives.
That's why we've built a trust
as a foundation, for a platform to ensure
with the various financial
services, mandates and regulations.
with customers in a whole new way
with a foundation of trust.
where our A.I. capabilities are today.
Salesforce is not new to A.I..
In fact, we've been pioneering A.I.
Einstein is our native A.I.
It's baked into every product.
It has been delivering more
than a trillion predictions
There's no company that comes close
to what we're doing in customer
relationship management with a AI.
to spur all this innovation.
We start with investing in world
researchers, data scientists
Research papers and 300 A.I.
We've also acquired great A.I.
like Relate IQ and PredictionIO.
completely new technologies
such as auto feature engineering,
and auto model selection.
We saw the world was heading
and we knew we needed to invest deeply
in large language models or LLMs for short.
And for all you developers here today,
is our development of five
LLMs and two transformer libraries.
we proud to offer the world's
but the world's number one A.I. CRM.
every layer of our platform,
every workflow, and 12 industries,
all with trust, security,
privacy, scale and ethics at the core.
we're diving into financial services.
are already helping customers
maximize their investment,
accelerate time to value across banking,
insurance, wealth management
and corporate investment banking.
By unlocking the power of
A.I. across their entire CRM
to create a tailored experience
enabling every agent, advisor
what's most important to their customers
when and where they need it.
Transforming financial services
and transforming our business
to lead with this innovation.
Because we all know generative
A.I. is changing everything.
It's the technology of any lifetime.
that we've never seen before.
It took Chad GPT just two months
to reach a hundred million users.
technology innovation of our time.
new innovation cycle and it's exciting.
A.I. is redefining how businesses operate.
Driving new levels of growth
for you to interact with your customers.
According to McKinsey, generative
A.I. will have a significant impact
across all industry sectors,
to automate 60-70% of current work
across the banking industry, for example,
the technology could deliver billions
Banks, insurers and wealth and asset
AI for faster prospecting,
automated underwriting, fraud detection,
and efficient service requests.
every firm needs an A.I. strategy.
one is orchestrated safely
with integrated real time data
while protecting customer privacy
and complying with PII standards.
Every leader I've spoken with is excited,
but they're cautious too.
because there's a trust gap
with this powerful technology company.
Leaders want to embrace it.
It's their number one priority,
but their customers aren't so eager.
Less than half of customers
trust companies with their data.
because data is the foundation of AI.
data control, bias, toxicity,
all the things happening inside of A.I.
And we all want to move forward
rapidly and have greater proactivity
and say we want to close that gap.
We want to usher in a new era of trust.
That's why we're bringing you Einstein,
a trusted enterprise A.I. built for CRM.
What makes Einstein different?
It starts with the new Einstein
which allows all of our applications
to harness generative A.I.
customers and business data.
We talked earlier about data
as the fuel for A.I. systems.
We know it can be complicated
organized to create compelling
but that's the power of data cloud.
Our fastest growing cloud ever.
Data cloud takes the challenging
CRM, using our open ecosystem,
leveraging your current data
to create personalized experiences
That means that we will be able
ecosystems for our customers,
allowing you to solve problems
the way you want and need to.
Please welcome Patrick Stokes.
Thanks so much. Hi, everyone.
I'm going to walk you through
exactly how we do this at Salesforce.
we're going to get started
I hear from all of you, all of the time,
How do I trust generative A.I.?
And perhaps more importantly,
how do I achieve the productivity gains
my data and my customers data?
because we know where all of our data is.
it's stored in spreadsheets.
all of these things have in common
We put data in a particular database,
we're choosing where the file is.
There's always this sense of location
And on top of that location,
So I can say that one particular person
in my organization can have access
of information in this field,
but this other person cannot.
But in A.I., it's completely different.
In large language models, it's different
because data isn't really stored.
And that's a very different concept.
Let me give you an example,
you'd probably be able to tell me.
But if I asked you to point
to the location in your brain
where the data about an apple is stored,
you wouldn't be able to do that.
because you don't really store data
about an apple in particular.
Instead, what you're doing
is your brain learns properties
taking all of those properties
and using them to identify an apple.
you know that an apple is round.
You know that an apple grows on trees.
You know that an apple is red,
but also sometimes green.
that define what an apple is.
So what are we going to do?
How are we going to solve that problem?
Well, the good news is Salesforce
has been solving problems
just like this since 1999,
use their data while also protecting it.
my entire business into the cloud.
And the only way to do that
is to keep everything on premises.
We said, “No, we can help you”.
We introduced multi-tenancy
in our core sharing model
we can put all of the permissions
we made our first foray into A.I.
we started building predictive models.
we can train those models
without ever blending customer data
because your data is your product,
we're doing the exact same thing
Well, it all starts with a prompt.
Now, a prompt is just a question.
that we're going to ask the LLM
and you've probably all done this before.
If you've opened up ChatGPT,
you've had this experience,
Well, the quality of the response
to the quality of the question.
and I'm inviting my client, Lauren,
some of our investments services.
or maybe a couple hundred times a day.
going to take a lot of time.
by getting an email generated for me.
a large language model for some help.
Now I'm going to get a generation
or a response back a generated email,
and this email is two things
First, it's pretty darn amazing
what a large language model
can return from very little.
I'd like you to write me an email
But the second thing that this email is,
is it's entirely unusable.
because there's very little context here.
It doesn't understand my business,
it doesn't understand my products
This kind of looks like those
LinkedIn recruiting messages we all get.
It's just not very useful,
not something I'm likely to reply to.
Well, we fix it by adding more context,
by writing a better prompt.
Salesforce has a ton of context
across your CRM, across sales, service,
commerce, marketing and then data cloud.
We know how your business runs.
and all of your metadata and all of that.
Engagement data is streaming in
over 30 trillion transactions per month.
So what if we could connect
to the large language model?
Now, I know what you're thinking.
You're probably thinking, Great,
I need to train the model
to understand my business.
So I can get a better response.
You just need to go back to that prompt.
So what if, instead of a simple prompt,
like I'm an investment manager,
what if we started adding more context?
So let's add some context about me.
I'm an investment manager
Let's add a little bit of information
about my business, about my customer,
She's been a customer for seven years.
Let's add some real time data.
how large language models
are only trained on data.
But we can add real time data in this.
Now, if we add all of this
let's take a look at what
we're going to get this time.
Now we get a much, much better response.
But we have two problems, two things
that we still need to solve.
First, we have PII data in here,
personally identifiable data about Lauren
going back into the model.
We don't want that to be learned,
so we're going to mask it.
and immediately start using it.
And I could do this a couple dozen
or a couple of hundred times a day.
This would dramatically improve
my workflow as a salesperson.
But remember, we had two problems.
I've got a bunch of information
and I want to protect this.
I need to know where it's going.
And that is precisely why I'm so excited
the launch of the Einstein Trust Layer,
layer creates separation.
from the large language model.
It enables you to securely blend
all of the context found in your CRM
in order to get a generative response
like secure data retrieval,
dynamic grounding masking,
which we just saw toxicity detection,
auditing and zero retention.
at exactly how that works.
that you see on the screen
we start in our CRM apps.
And you may have noticed before that
the prompt we wrote was pretty long.
it was longer than the email itself.
Now you don't want your users
that we want to get generated.
But the good news is you don't have to.
Salesforce creates those prompts for you.
That's the magic of how this works.
from our CRM applications.
Imagine we were in Sales Cloud
looking at an opportunity
and we wanted to generate an email
by just clicking a button.
That button is going to take the prompt
and it's going to securely retrieve data.
It's going to retrieve data
or from external systems via MuleSoft,
in a process called “Dynamic Grounding”.
just like you saw before.
we're going to send the fully compiled
model via our secure gateway.
Now, hold on to that secure
gateway thought for a few moments
because we're going to come back to it.
and we're going to get a response.
Our prompt has now turned from a prompt
we're going to start our path
back to the applications.
The first thing we're going to do
the response for toxicity,
and then we're going to create
So we're going to audit it,
take some metadata about what
the prompt was, who the user was,
that we can go back and look at later.
And then finally we're going
to take that generated response
and hand it back to our application.
in writing a prompt that's clicking
this all happens transparently
gets a perfectly usable email
back to the secure gateway
all of this in an open way
because we may need to use different
depending on the use case,
have different data residency
requirements for their data.
So there's three ways to do that.
shared trust architecture,
with our incredible partner OpenAI,
where we're hitting their secure gateway
without ever having any of your customer
data stored outside of Salesforce.
So if you want to bring models
and host them in our private VPC,
if you're already making investments
in your own infrastructure via our B.Y.OM.
or bring your own model capability
via Amazon Sage Maker and Vertex AI.
So three different deployment strategies.
Now let's dive into a demo
how to build these prompts,
how Salesforce is building these prompts,
can build these prompts as well
Please welcome Elisabeth Markey.
the power of prompts to generate
these prompts is time consuming.
Now, rather than having users
with the new prompt studio.
you can select the type of prompt
where you would like your prompt
come with a lot of foundational work
already complete so they're easy to use.
We have email to help you
generate personalized emails
Feel population to help you generate
data fields like descriptions,
like getting important leads.
we're building this to be extensible
so that you can use these prompts
let's get started with an email.
We give the template a name
This takes us right into prompt studio,
where you can create a prompt
the specific needs for your organization
Here we can set the language, the style,
and even the LLM provider
with the Einstein Trust Layer.
It's easy to create the perfect prompt
and you can focus your time
on customizing. Let's do it.
What makes the Prompt Builder special
directly with your CRM data.
Here we have user and contact
and it integrates a Data Cloud.
This allows you to personalize
Once you're ready to test your prompt,
you can select a record from the dropdown
and then generate a response.
First, you get to preview the prompt
populated from Andrea's record.
This is how we verify the data
that is used to create this prompt
and when you click generate, “Boom”.
layer has generated a response.
You can see that this response
with the contact and user info.
has given this a toxicity
This is the powerful capability
to become a pro at prompts in no time.
let's activate this prompt.
to build out these experiences
And with that, back to you, Patrick.
to see the power of a prompt.
So you might be thinking,
is into our applications.
because Einstein drives productivity
across your entire company
with productivity for any workflow,
emails, for sales reps in Sales GPT
or knowledge responses for service reps
Or creating landing pages
for marketers and Marketing GPT
descriptions for commerce
for helping everyone explore data
summarizing across your entire company
into another demo and show
you exactly how all of this comes to life
and how these prompts are used
across the entire platform.
please welcome Sanjna Parulekar
And every day I talk to customers
who are excited about generative A.I.
But you know what makes them
totally fall out of their seat?
in the workflows they use and rely on.
I'll take you through three
sales service and productivity
sales that spend day in and day
out, communicating with customers
and prospects over email.
But crafting personalized
is time consuming and tedious.
so every rep can get assistance
bring in the right context
The prompt template surfaces
as a simple button for a sales
rep to write an outreach email.
and so powerful behind the scenes.
so you can ensure your data is safe
and no data is ever retained
Now, this is especially important
when dealing with sensitive data
also spend their days on the phone
And you know what's even more tedious?
is in this daily workflow, too,
and after a call is done and transcribed,
it can be automatically summarized
and the moments that were discussed.
So sales up to now spend more time
talking to customers, closing business
a whole lot less about managing
So you've seen what a game changer
the Einstein trust layer is. Sales.
about improving their resolution time
articles, product recommendations
from helping another customer.
is built directly into the flow of work
for every single service rep,
So as they have conversations
replies are then recommended to them
And as that conversation goes on,
the service rep also gets assistance
with the next best offers
so they don't need to search for
what's new in their product catalog.
And the rep is always in control
or decline these recommendations.
been a hit with customers
for the last several years,
and makes for happier customers.
Now, once the case is closed,
reps also need to summarize their cases,
and the Einstein trust layer
With the click of a button.
With this new knowledge article
now in our knowledge base,
similar cases in the future
can be automatically deflected
saving our reps even more time.
The service agents can now
spend more time helping customers,
less about managing the outcome.
So we've seen what a game
the Einstein Trust Layer is for Sales
But what if we need to leverage
of an entire organization
better collaboration and productivity?
That's where Slack comes in.
This is a case swarming channel
to solve a particular case,
and this channel is equipped
with rich detail from Service
Cloud about the case itself,
the account and the source of the issue.
But it also has an automated workflow
In other systems like JIRA.
various folks can jump in
to provide important context
that should be documented
eligibility for residents.
So Einstein is at the ready.
And with the click of a button,
can summarize the case form
for others to benefit from in the future.
Now, that's how the Einstein Trust Layer
for sales, service and productivity.
these cases are coming to life.
Now, there's one last concept
I want to leave you with.
These LLMs and A.I. in general,
most lems learn from usage.
When you get those responses
it might ask you, Was this useful?
And you give a thumbs up or thumbs down.
we do things a little bit differently.
Salesforce is where you entrust
not only your customer data,
but also your customer outcomes.
And Einstein learns not just from usage,
like your deals closing and sales cloud,
your marketing email, open rates
So for usage, when a sales
email is generated or a service
agent responses suggested,
did they use it or did they edit it
Did the generated sales email close
Did the marketing message
reach the open rate goal?
Did the service response close the case?
are unique to every company
and this ensures that every customer
will develop the best models
their organization and their task.
Now, as you can see at Salesforce,
we have tons of innovation happening
to bring you even more of it
Who's ready to take all of this
innovation to their businesses?
Because we've hit the hyperspace
button on trusted, generative, A.I..
and we're helping our customers meet.
A.I. first releases out right now
the entire company around A.I.
to get this incredible technology
into the hands of our customers.
With all this innovation,
we need everyone to be A.I. ready.
And that's where Trailhead comes in.
that lets anyone anywhere
badges on the way, plus a generative A.I.
certification launching at Dreamforce
which means any trailblazer anywhere
can learn to skill up for the future.
This is just the beginning
with Salesforce and Einstein.
