We brought you into the Cloud,
software solely superfluous
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.
Welcome to A.I. Day for the Public Sector Industry.
to have everyone tuning in online.
leaders and pioneers in government,
whether national or local
agencies, educational institutions
You're bringing innovation
and transformation to your industry.
Today, we're here to motivate you,
educate you and inspire you.
But before that, we want to thank you.
Thank you to our trailblazers,
our partners and our communities.
And if you're tuning in to Salesforce
Plus for the very first time,
on this incredible journey.
When we founded this company,
we brought in a new technology model,
and a new philanthropic model.
That's what our 1-1-1 model is all about,
dedicating 1% of our equity,
and 1% of our products to giving back.
we've been able to give back
more than 621 million in grants
8.1 million hours of volunteerism
has been accomplished by our employees,
and 54,000 nonprofits and NGOs
are running on our service for free.
And probably the greatest
that we have inspired 17,000
to join us in our 1-1-1 model.
that you can do well and also do good.
our employees are doing so much
that you're going to learn about today.
24 years ago, we never anticipated
seeing this incredible growth.
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 are also proud to be 100% net zero,
everyone on their journey
to get to net zero at Salesforce.
It always comes back to our core values
and how we are living those values
each and every day in our company
Our values guide everything we do
to equality and sustainability.
And today, trust and innovation
of what we're doing with generative AI.
vision here at Salesforce
to help every government entity connect
with their customers in a whole new way
with a foundation of trust.
We want to introduce new technologies
so you can modernize government
both customers and employees.
let's take a look at where our
AI capabilities are today.
Now, we're not New Day AI.
with Salesforce, Einstein
AI baked into every product, delivering
more than a trillion predictions
There is no company that comes close
customer relationship management with AI.
to do all of this innovation.
class talent researchers, data
scientist, data engineers.
We've invested in our in-house
AI research, and to date we have 227
AI research papers published and 300
We have also acquired great
like Relate IQ and Prediction IO.
to inventing new technologies
engineering, auto feature selection,
and auto model selection.
We saw where the world was heading
and we knew we needed to invest deeply
models or LLMs for short.
And for all you developers.
is our development of five OEMs
and to transform our libraries.
not only the world's number one CRM,
but the world's number one
can be enabled in every app
all with trust, security, privacy
we are already helping our customers
maximize the return on investment,
deliver fast time to value and innovate
We do this work across 12
different leading industries, and today
we're diving into public sector.
Our customers across national,
the transformative power of CRM.
Now, every government leader I talk to
is excited about how generative
AI will transform the way
governments engage with their customers.
Research shows that 39% of working hours
and enhanced with AI and automation
ultimately improving productivity.
Gen AI can change the way
government employees work
more efficiently from case
through suggested responsive.
It's the third technology
And it's coming at a pace
that we've never seen before.
to reach 100 million users.
That's faster than any other recent
technology innovation we can think of.
growing consumer product of all time.
But it's not just a technology
Just think about how powerful
I could be in the public sector.
The use cases are endless.
From declassification work
to preserving native languages
to augmenting case management workflows,
and every government agency,
every educational institution
needs to create an AI strategy.
But they need to create this strategy
and transparency at the core,
because there's a trust gap
with this powerful technology.
there's been a surge in government
hearings and reviews on AI.
Governments have expressed concerns
on how AI might impact services
For government organizations
security, trust, transparency
are of the utmost importance,
and it's important for constituents too.
42% want more transparency
around how data is being used
data control, bias, toxicity.
These are technical terms
and have greater productivity,
Salesforce is actively participating
in discussions to advance trusted
National AI Advisory Committee.
continued progress on the EU AI Act
and the longstanding AI work of the OECD.
We hope to help governments
because we're in a new era of trust.
That's why we're bringing you Einstein,
a trusted enterprise AI built for CRM.
It starts with the new Einstein
allowing all of our applications
AI with a foundation of trust and privacy
for your most sensitive data
As customers are preparing
they must bring their data together.
Data Cloud is doing just that
and has become our fastest
amazing personalized experiences.
We know you'll need access
to different large language model
and outside of Salesforce.
We designed our open ecosystem
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
to see how everyone can harness
to take all of this innovation
because we have hit the hyperspace
button on trusted, generative AI.
We're innovating at the speed of trust.
and we're helping our customers
With 16 AI first release is out now
we've mobilized the entire company around
AI to get this incredible technology
into the hands of our customers.
And with all this innovation,
we need everyone to be AI ready.
That's where Trailhead comes in.
anyone anywhere skill up on Salesforce.
We have 35 AI badges on the way,
launching at Dreamforce next month.
can learn to scale up for the future.
And this is just the beginning
of where we're going with A.I..
and we'll see you at Dreamforce.
