Agentforce World Tour London: Become an Agentforce Company

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 healthcare 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. On the work that matters most. All you have to do is bring your dreams. Imagine that. What if. What if every company was an Agent force company?

What if?

Please welcome CEO UK and Ireland Salesforce. Zara Barilalumi cbe.

Good morning London.

Are we feeling warmed up? Wasn't Lauren fantastic? I could see a few dance moves. That was fantastic. Isn't the room wonderful? And it is so great to be with you here this morning. A very Warm welcome to AgentForce World Tour London. This year is bigger and better than ever and we've got an action packed agenda for you. We've got not one, but we've got a two day agenda for you. And today we're going to learn what it takes to become an Agent force company. We'll dive deep into the potential that the technology holds for us and we'll learn how humans and agents can together drive customer success. But first, I want to say a huge thank you. Thank you to our customers, our partners, our employees, our trailblazers, and a very special thank you to our agent blazers that I spy over here in the corner. Now, all of you, whether you are here in person or you are online, you are the very beating heart of Salesforce. And we really thank you for being by our side. When we started this journey at Salesforce, we did so with our values. And as we continued to grow, we always reminded ourselves, always, every day, that values create value. Our core values of trust, customer success, innovation, equality, sustainability. They are our foundation. And that's even more important as AI technology becomes ever more powerful. Our values ensure that we navigate change responsibly. And that business remains the greatest platform for change. When Marc Benioff and Parker Harris founded Salesforce 25 years ago, they did so with an idea called the One One One model. And the idea was to give away 1% of our time, our product and our equity. And since then, we've had and seen some amazing results. We continue to have impact. To date, we've donated $810 million in all time giving to nonprofits and NGOs and educational institutions. With 32.2 million of that being right here in the UK. And our brilliant employees, I'm so proud of them. Our brilliant employees have volunteered 9.8 million hours of their time globally. Also close to the 10. With 863,000 of those hours being from our brilliant team here in the UK and Ireland. And 62,000 organizations, not profits, educational organizations, NGOs. They utilize our product for for free. But what we are really proud of, what we are most proud of, is that we've inspired so many organizations to join us. And today 19,000 organizations have adopted our model. And we would love for you to join them now. I am so happy to share that we are donating $2.35 million to three incredible educational organizations that focus on digital and AI literacy, skills building and STEM career pathways. So if you are here from Big Education, Catch 22 or Urban Synergy, please stand up so that we can recognize and thank you. Where are they? Where are they at? Brilliant. You do amazing work. Thank you. You can sit now. And that's not all, because also with us today we have another fantastic organization called the Big Leaf Foundation. Where are my Big Leaf friends? There we are. So, Big Leaf do fantastic work supporting young refugees to adapt to life in the uk. A very, very tough challenge. You've actually won the King's Award for volunteering, haven't you? Thanks to your fabulous volunteering work. Well, we're pleased and honored to give you £10,000 today to to continue your fantastic work. You'll be in the campground. So they'll be in the campground. So do go over and say hello, see how you can help. I hear a rumor there's a really long walk tomorrow night through the night. Is that right? A big one? No. Might have got that wrong. Jocelyn's laughing. Okay. But anyway, get roped in. You can help them. I'm sure they'll put you to work. And we continue, we continue to invest in in the UK and embrace the spirit of innovation. As the third largest AI market globally, we are in prime position to take advantage of and unlock the opportunities of agentic AI. This time last year I was on this very stage for any of you that remember and I very proudly announced that Salesforce had selected London to open our first ever AI center, a physical space with right here in London. And since then we've welcomed 12 and a half thousand visitors, we've hosted 220 events and we have trained over a thousand agent blazers. I'm also very honored to share that our AI center will be partnering with the Brunel center for Artificial Intelligence to curate thought leadership on technical AI development and how to implement AI responsibly. And together we will extend our training center initiatives and we will provide tailored capability workshops for customers and for communities focused on AI and business strategy. And I can't wait, I really can't wait to see how our joint efforts will positively impact our customers and society at large as we try to understand the broader implications of of AI. A bit of a personal point here, but I am really very lucky and very honored to wake up every day as part of this Salesforce community. Being part of one of the world's most innovative and philanthropic and ethical organizations in the world is something that really does drive me. And it is why I am here with you all today. And you, every single one of you. You are the reason that we have enjoyed this incredible growth. And Salesforce is on track to deliver over $40 billion worth of revenue this year, thanks to you. We are, however, seeing a shift and it is quite possibly bigger than the arrival of the Internet. Think back if you dare, to 1995. You, sir, what were you up to in 1995?

I don't know.

No. And there probably wasn't any evidence either. No camera phones back then. That's the way I like it. Think back to 1995. We were so young and innocent then, weren't we? We didn't know what was ahead of us. We thought planes were going to fall out the sky, didn't we? At the Y2K? For those of you that can remember. Well, for the first time in 1995, bricks and mortar businesses, they had an opportunity to tap in to a whole new audience, globally, online. And then came Cloud, which gave us a whole new way of accessing applications. And whatever the wave of innovation, whether from mobile to social, Salesforce has continued to innovate to drive your customer success and help you grow your companies. With unified data, we had a single view of all of our customers and our customer interactions. With predictive AI. We were able to anticipate their needs. And now with agentic AI, we are quite possibly on the precipice of something so much bigger. Digital labor. This is a moment. This is a moment where we get to extend our teams and unlock additional capacity with AI agents working alongside us. And we need this now more than ever because customers expect more. They're demanding. I'm demanding? Would you say you're demanding? Well, you are not helping me right now, sir. I need someone that's really impatient and demanding because when I contact, when I have issue and I contact my customer center or support, I want personalized and an empathetic service instantaneously. When I call my insurance company as an example, I want access to experts to help me make the best selections for me. Customers want proactive scheduling, they want zero hold times. And we all want this 24 by 7, 365 days a year. And the reality is many companies are struggling to keep up. They're facing fixed capacity, they're facing stored productivity, an increasing amount of repetitive and mundane tasks, and employees are burning out. But what if, what if there was a different way? What if workforces had no limits? What if we didn't have to choose between quality and scale? What if we met our customers in any channel that they chose and we gave them a damn good service while we were there? Well, that is precisely why we created Agent Force. Because today's customer experiences, they demand workforces without limits. With AgentForce, you have agents. With real agency, they don't just talk, they don't just chat, they take action and they resolve your customers issues or queries 24 by 7. And these agents, they collaborate with your people inside the apps that they already use, transforming the way that your teams engage with your customers across every touch point, whether it's sales, service, marketing, commerce and so on. But to unlock these experiences both for your customers and for your employees, you need instant access to all of your enterprise data. And data cloud makes this possible by bringing all of your data together with zero copy and surfacing the right insights that you need with retrieval augmented generation. That is a mouthful, ladies and gents, I have to tell you. RAG for short. And all of that is powered by metadata. And that is the foundation that gives the AI the context that it needs to understand your data, its relationships and how to use your workflows so you're not having to grapple with or wrestle with lots of disconnected systems. Instead, it's all in one trusted, deeply unified platform working for you. I don't know about you, but that sounds like a new and Boundless opportunity for every organization in here. It's an opportunity for every organization to take advantage of the digital labor revolution. Humans and agents coming together. You can unleash on demand expertise anywhere. You can reduce hold times. You can unlock unlimited growth. There is an estimated $6 trillion worth of value to be captured by digital labor. And that's why we're seeing so much success with some of our customers already. Take Heathrow Airport. We've all been through Heathrow Airport, right? It's easier to ask who hasn't been one of the largest airports in the world. And to transform the experience for 83 million passengers that travel through there every year. Heathrow wanted a faster way to resolve customer queries and issues and wanted to transform the traveler experience. And Heathrow is making every journey smoother with real time personalized Support with with AgentForce and with WhatsApp. It is incredible. AgentForce will now respond to you in real time. It will navigate you through the terminal seamlessly. It will help you find shopping and dining options. And it will help you get to that elusive gate ever more efficiently. For RBC Wealth Management, RBC's clients are incredibly discerning and they want, they want personalized expertise at every single interaction. And AgentForce is making their advisors way more effective and surfacing insights on demand at the fingertips for those advisors. The one I've been dying to tell you about is our own case study. So Salesforce, we are really proud. We are proud to be customer zero and we deployed agent force on our help and our salesforce.com websites. And since then agent force has handled 850,000 conversations. I have to stop because I'm going to give you a big number in a second. 850,000 conversations. 85% of the help conversations were resolved with Agent Force. No human intervention that resulted for us in a $50 million saving 5050 and our salesforce.com conversations resulted in 30,000 agent force influence leads. That is incredible. Now I share just a few examples, right? I share just a few examples, but the possibilities and the permutations are endless because guess what? AgentForce unlocks digital labor for any use case. And we have seen successes across so many customers in all of their respective industries and their businesses. Salesforce can resolve your. Sorry, Agent Force, I should say can resolve your customer issues 24 by 7. It can schedule customer appointments. It can schedule patient appointments. It can give you personalized learning and coaching. It can be your always on membership concierge. Oh my goodness. I never thought I would be saying this. Oh, my goodness. If you can just imagine the value and the outcomes that it will unlock for your businesses. That's incredible. Now, I did promise you at the beginning that we would understand what it takes to become an agent force company. So we're going to understand now how to harness the power of digital labor. With AgentForce, we are going to understand how or teach you how to deliver trust and accuracy with Data cloud. And we're going to talk to you about how you can apply this across your full 360. So I want that warm London greeting and welcome to welcome our first, our next speaker, sorry, our first demo pilot, as it were. I want you to give a very warm welcome to, to Paul o'. Sullivan.

Thank you, Zara. Thank you, Zara. And good morning everybody. It is so good to see so many familiar faces and some new ones as well. I'm really looking forward to connecting with many of you throughout today. Now, digital labor. Digital labor is a massive leap forward for our business and yours. But to realize the promise of digital labor, we need agentic AI. Now, like many of you, when I think about AI, I think about large language models or LLMs. And yes, large language models have been revolutionary in their ability to understand human language. But that alone is not enough. Let's compare an LLM to something like a central processing unit or a cpu. For a CPU to be effective, it needs to be part of a larger system. It needs a motherboard, it needs storage, it needs memory, it even needs an operating system. Now, LLM is exactly the same. It needs data to train from and learn from. Structured, unstructured metadata and semantic data too. Then it needs to be connected and integrated with all of your apps across every line of business. All of your industry apps, your analytics, your automations and your APIs. It needs to be integrated with your apps so that it can take action on behalf of your business. And finally, we need the AI to be connected to your agents. This is where we can bring in techniques like retrieval, augmented generation, or rag, which gives us the ability to make sure that our AI has access to the right data at the right time. And while it's connected and integrated with all of your business apps, it can start to reason, it can start to learn, and it can understand what you're trying to achieve. Now, I know what many of you are thinking. You're thinking, paul, this sounds too easy. I could probably stitch all of this together myself. But the reality is this is really, really difficult. So what you need is a trusted, unified platform, something that can take care of all of the permissions, guardrails and compliance for your organization so that you want the confidence to know that when somebody asks your AI a question, it provides a relevant response, something that is with context and grounded in the right data. Now, we also know that as companies and leaders and admins, you're not just going to work with one company. No, you need this unified platform to be as open and extensible as possible so that you can bring any LLM, you can connect to any system or API, and you can also bring all of your data without physically having to move your data. And you finally, you also need to make sure that all of this can run in any geographic region that your organization runs in. So you need this trinity of data, apps and AI. Now here's the good news. We've built this for you and we call this Agent Force. Agent Force is our deeply unified platform connecting your AI agents to your data through data cloud and then activating that across the full customer360. Now, we've got thousands of customers already using Agent Force and the results are incredible. Customers are seeing 16 times 4 faster time to value and 75% more accuracy in those responses as well. Now, Agent Force is powered by an open ecosystem so that you can bring all of your data, any AI model or LLM and you can run Salesforce on any cloud. With our ISV ecosystem partners, we've got tons of pre built solutions so that you can get even more value out of your platform. And we've just announced Agent Exchange, which is our marketplace from over 200 partners who have already built lots of topics and actions so you can get going really, really quickly. Now you might be saying, Paul, that sounds great, but how does it work? Well, let me explain to you how it works. At the heart of Agent Force is Atlas. Atlas is our reasoning engine. It's the brains behind everything. Now, it starts with some sort of trigger that might be a change of state and data, or it might be a customer behavior. Atlas then collects this data and tries to understand it, makes a plan and it evaluates from that plan. It starts to get stitched together a series of actions that it then executes for you and then it provides you an outcome or an output. It's as simple as that and all without any human intervention. Okay, this next bit's my favorite bit because Agent Force can work across your entire business. So any team, any workflow, wherever it might be. So if you're trying to qualify leads, schedule appointments or manage infantry, Agent Force can do that for you. But here Also, did you know that Agent Force can also take action outside of the CRM as well with the help of Mulesoft for integration. So if you're trying to process a refund in SAP, Agent Force can do that. If you're trying to enable subscriptions in Snowflake, Agent Force has got your back, they can do that. Okay, now I want to bring this to life with a customer story. Capeta is an Agent Force company. They are a global outsourcing and recruitment company based right here in the heart of London. Now to get you more familiar with the Capita story, let's watch a quick video.

For many industries, access to labor is absolutely critical. With a 50 to 1 candidate to job placement ratio and thousands of CVs, a very frustrating part of a recruitment process is waiting weeks or months for the right people to really recruit at scale, efficiently and effectively. Speed is really important. At Capita, we're a modern outsourcer touching millions of people's lives across the globe every day. We recruit over 10,000 people every year. Whether it's a retail company, telecommunications company, financial services institution, people are at the core of our business. So humans working with agents really fit at the center of our strategy. When I saw agentforce, I had to take a pause. The agentic economy delivers a massive transformation. To capture the expertise that you have in the organization, we will accelerate the whole recruitment process to happen a lot faster by optimizing the value chain in every single step. For example, you might be a student and this might be your first job. You might not know exactly what you want, but based on your experience and your CV, AgentForce is quickly helping us offer that insight about what job might be the best fit for you.

A lot of roles, they're very business critical.

Every day that those roles aren't filled.

There'S a material impact to the business. Agentforce is a real game changer here because what it allows is for the applicant to talk with AgentForce in natural language. And we can use AgentForce to look into data cloud and to extract meaning from all the data, to then give better recommendations and to more tailor that interaction with the applicant. And it suggests jobs which are the most relevant in a very quick period of time.

It's much more pleasant to come to.

Our website, interact with AgentForce and ask natural questions.

We can even go as far as doing the initial interviews using AgentForce. It's very powerful, enhancing that experience for the applicant, but also making the life of the recruiter easy.

And in the future we're not looking at just stopping here we are our first customer for our recruitment as a service offering. Once we have done it internally, we will be selling that solution externally to other customers. I am really excited about recruitment as a service. Not only cost saving for Capita, but it will be a platform to generate net new revenue. This high volume recruitment platform to help our customers serve their end customers better. That's what's really powerful. Combining AgentForce with our expertise in the recruitment process, knowing what candidates are successful.

Getting mass recruitment, that could take weeks or months, sometimes down to days. You've really got almost unlimited scalability at that point.

Providing new opportunities for customers, our employees, employees and our partners so that they can focus on what they do best at Inforce is going to give us an acceleration on processes. You're going to see economic value creation and you're going to see an improvement of customer service. It's too big an opportunity not to grab it with both hands.

Wasn't that amazing? With AgentForce, Capita is identifying the recruitment process. They're taking the recruitment timelines down from months to days and they're able to give candidates a personalized experience at every step of the process. Now I want to show you what Capita are doing and I want to bring this to life with a live demo. So please join me and welcome Callie and Ashley to the stage who are going to help us with the live demo. Okay, imagine this. First of all, I want you all to put yourselves in the shoes of a job seeker. Just for one minute. You have found your dream job. You're like, yes. Then what you've done is you've polished off your cv, you've written a brilliant covering letter, you've gone through the application process and then you've hit submit. Now, for many companies, this is where the story ends. No reply, no feedback, just silence. Your dreams are crushed. But why is this what's happening? So to understand this, we need to put ourselves in the perspective of a typical recruiter. Recruiters are overwhelmed. They are flooded with applications, they're actually working across many disconnected systems and they just don't have enough hours in the day to give every candidate that personalized experience that they deserve. Their schedule is full of back to back meetings, team meetings, screening calls, and they have a queue of candidates who are looking for an update. Where am I in the process? What's next? Now we just saw from that video that Capita is doing something differently. Capita is using Agent Force to proactively manage a lot of those repetitive, time consuming tasks to give recruiters back time, things like scheduling. But what if what if we could take this one step further? What if we could actually have our agents take the first setup of a candidate coming through all the way through to the initial screening process. Now, I'm going to show you now how we can give one of our agents brand new skill to do just that. And we're going to do that without writing a single line of code. Okay, so let's jump over to Agent Builder because that's where it starts. Now here in Agent Builder we can see Cara. Cara is Capita's AI recruitment agent. We can see that she has a clear description and role. And we can also see the channels that she's activated on, such as voice and WhatsApp. Then we have topics. Now topics are like jobs to be done for your organization, for your company. We've got topics like interview coordination and candidate care. Now here we can see that a topic has a clear scope and it also has a series of instructions. Now remember a while ago I said our goal here should be to give an agent a brand new skill so that they can also conduct that initial screening call. So let's go ahead and create a brand new topic to do just that. Okay, so just to give a description of what we're trying to achieve, all in natural language, we can create our first topic from this. You can see that Agent Force has generated all of these fields. And again, it has a classifier, it has a description, it has a scope. Now the scope is really, really important because it tells us what we do not want the agent to do. And then we can extend that with a series of instructions like use a conversational, friendly tone or use inclusive language. Now topics are great, but to fulfill tasks we need actions. So let's go ahead and add some actions to this topic. Now here's the good news. You're not starting from scratch. We've got tons of pre built actions ready for you to go. But we also recognize that you may have invested in actions yourself. You may have existing flows, apex and prompts within your org. Now Agent Force can take that existing capability and generate brand new actions as well. So with just a few clicks, we've added some new AI generated actions and then we've added those to our topic. So we've got a brand new topic up here, Candidate Screening. Okay, so we've given it a new skill. Now let's try and test this out. So we can do that right here in Agent Builder. And right now we can also do that in Agent Builder using voice. Isn't that amazing? Okay, so Callie, maybe You can help us out here. Can we simulate an experience of a candidate who's just applied for a role and is trying to understand what the next steps are?

Sure, that sounds fun.

Hey, I'm Helene Smith. Just wondering what are my next steps for the education assessor role?

Hi, Helene. The next step is gathering a little more information. I see from your application that you have teaching experience. Could you describe any experience you have with assessing vocational qualifications? Sure.

I have some experience assessing for business admins, but I'm really excited to focus building my skills in a proper apprentice setting.

Great. This role involves working closely with various stakeholders. How do you typically approach stakeholder communication and collaboration?

Brilliant. Thank you, Callie. Thank you so much. Okay, so what? Big round of applause. Okay, so what have we just seen? So on the right hand side, we can see an agent builder, that our agent is now equipped with this brand new skill. So they're now able to conduct the initial screening call. And on the left hand side, this is where we can see the ATLAS reasoning engine at work. It's selecting the right topics and actions based on the user input. Things like get candidate data. It's then able to retrieve the candidate's profile, identify what's missing in that profile, and only ask the candidate for the missing information. So we've seen not only is ATLAS going through all of the steps and skills that we gave it a while ago and those actions, but what we're also seeing is it staying within the guardrails that we specified those instructions, which is really important. So ATLAS has now gone through the candidate screening flow, it's updated the profile and it's now scheduled the next steps as well. And it gives you full transparency every step of the way. Now, we've only just tested one conversation. If we were about to release this, we would have to test hundreds, if not thousands, of different variations of conversations. Now we can do this testing at scale over in the testing center. So here in the testing center, we can have Agent Force generate a number of different test cases for us. So we can see that Callie's selecting the agent and also 2,000 test cases that we want to generate. With that clear description, we can generate those tests. Now, once those tests are generated, we could go ahead and we could run that. But let's take a look at some of the results from a test that we ran earlier this morning. Okay. Here we can see our tests are complete. We can see what the pass rate is and actually we can go a little bit deeper and, and we can try and understand what passed what Failed, we can see that the conversations associated, whether or not they're triggering the right topics and actions. And if a test has failed, we can dig in and we can try and analyze the results even further. This then allows us to iterate on our agent so that we can deploy our agent with confidence. Okay, so now our agent is active and live. It has a new skill this time. We're going to do another live test right now, and this time I'll be the candidate. So let's say I'm looking for a career change. Don't worry, Zara. Okay, I'm not. Not just yet. But let's say I'm looking to become an education assessor. Okay. So I've just received a notification from Capita. Okay. So on WhatsApp, Capita is asking me for a little bit more detail about my experience. Now this is great. I could do this right here in WhatsApp and just, you know, go back and forth. But isn't it just. Isn't it easier just to talk to somebody? So let's go ahead and give our agent a call.

Hi, I'm Cara, Capita's AI recruiting assistant. Thanks for applying for the educational assessor role. Supporting apprentices in the Royal Navy. Mind if I ask a few follow up questions?

Sure thing.

Great. I see from your application that you're a qualified educational professional. Can you tell me more about your experience?

Yes, I've been doing this at Salesforce for the last two years, predominantly supporting our apprentice program and in the engineering space.

That's great. Capita supports this work through infrastructure and tools like digital assessment platforms and case management systems. Are you comfortable using online scheduling systems and uploading structured reports through secure portals?

Yes, I've used a number of different secure portals to provide reports in the past.

Perfect. Our next step is to schedule a live video interview with one of our senior education leads next week. What time works best for you?

How about Wednesday? Wednesday morning next week?

Great. I'll send you a confirmation along with some preparation materials. Thank you for your time.

Brilliant. Thank you. Goodbye. Okay, big round of applause. Wasn't that a great candidate experience? Now just imagine this at scale. Imagine Cara conducting thousands of screening calls. Now, not only will this save recruiters hundreds of hours, but it will also make sure that no candidate falls through the cracks. Now, before I hand back over to Sara, I just want you to think, what could be one business outcome that you think Agent Force could achieve for your business? Thank you so much for listening. And back to you, Zara.

Well done, Paul.

Well done.

Well done, team. That was incredible. And what you can see from that is that AgentForce isn't just a suite of AI tools, it is the agentic layer for your enterprise. And we have been innovating hard and fast to get this into your hands. Super, super fast, super quickly. So in December we launched 2.0 at TDX. In March we launched 2DX. Sorry, got my teeth in 2DX. But actually what's really important, we've done this so that you can identify any app or any workflow with new features like, you know, Agent Force API and MuleSoft for Agent Force so that you can deploy your agents quickly and confidently with maximum trust with the testing center ui and you can take action anywhere in any system with Agent Exchange. But that's brilliant, right? But none of that is relevant if you don't have the data. And so here flown over especially for us here to tell us all about how we activate this data and take advantage of these amazing opportunities. Please give a very warm London welcome to Shabani Auja.

Thank you. Thank you everyone and thank you Zara. My friends, I have a confession to make that only six months ago, just a little over six months ago, I was sitting in your seat. I was a customer of Salesforce in Canada. I worked at one of the largest banks and we were driving personalization at scale. This was about one to one personalization near real time because we wanted to harmonize all that information on our customers. Now I will tell you firsthand that data cloud went from being one of the most misunderstood products to one of the most valuable. And that's because when you have unified data, the opportunity for every single company, team, human agent, is incredible. For sales teams, it's a matter of taking those cross sell upsell opportunities and being able to drive them and close them faster. For service teams, imagine that your service teams could anticipate the needs and the problems of your customers and be able to solve them before your customers even know that they exist. We all know the value of data. Yet why is it that we have a staggering number of leaders that don't feel like they're getting enough from it? 94%. Well, I suspect it may have something to do with this. I know at my last organization this is what all of my data looked like. And many of our customers, they have thousands, thousands of data platforms and data sources. The average enterprise organization, they have nearly 900 applications of which 71% are disconnected. And within all of these islands of disconnected data, there is some disconnected value. We created Data Cloud to unlock the Full value and the full potential of all of your data across the entire organization. Natively built within the Salesforce platform, you can leverage zero copy capabilities. That data that sits in all of those lakes, all of those warehouses, it remains in those lakes and warehouses. It's not duplicated, it is not copied, just harmonized and you can take real time action across your entire ecosystem. So I'm going to come out of my Salesforce Persona for just a moment. Let's see how the team will feel about this. I was a customer. I heard this exact same deal. My true reaction when I was a customer, no thanks. Salesforce, nope, I don't need. You are first. Never, never going to get my data. I don't need another lake, I don't need another warehouse. I've got enough. I have all of my lakes and warehouses. And this is a true story. Until I realized we were driving near real time personalization, there wasn't a single person, not a single person in my organization that had a user ID and a password for any one of my lakes and warehouses such that they could extract that near real time and be able to take it across the organization. And it was at that point that I realized the value of Data Cloud. That's when I realized that Data Cloud is a thin activation layer that allows me to harmonize all of that rich information across my organization and activate throughout my ecosystem. Whether that was on Salesforce applications, whether that was across Slack or third party applications like SAP or Marketo, that's when I realized this is the value. And Data Cloud helps make agentforce even better. With Data Cloud you also get access to some of the latest innovations on data privacy and governance. So let's see how Data Cloud actually works. It all starts with harmonizing all of that data that we saw across your disparate systems, both structured and unstructured. And by unstructured, this could be PDFs, it could be voice notes, it could be your Slack conversations. Once you bring it together, what Data Cloud does is it starts to harmonize customer, in this case candidate profiles. It starts to do identity resolution, a real pain for many organizations. Once you've got all of those profiles harmonized and unified, we're now able to govern scale governance across Data Cloud with AI leveraging AI to automatically tag and classify all of the data that is ingested. Once we have that clean harmonized data, we are able to activate it across the entire ecosystem system and Data Cloud brings trusted data to Agent force and it allows AgentForce to conduct better smarter reasoning and planning and that's thanks to Atlas. So you heard Paul talk a bit about Atlas earlier. Think of Atlas as the brains behind Agent Force. Now, he also talked you through this flow to say it starts with a prompt. No different than us. When we get asked to do something, we think about it, we consider, do we have enough information before we take action? In this case, imagine having data cloud turbocharged with all of that rich information across your entire ecosystem. Now, Atlas is performing that loop with contextual information on your customers, your company, your candidates, to be able to be confident that the outcome that ATLAS is going to provide is right on. And it's by design that this should give you that same confidence that Agent Force is able to deliver results no different than your human teams can. So let's look at this in the context of Capita. Now, in recruitment, we know that timing is absolutely everything and having static data is never going to be good enough. And so to bring us right back into the demo, I'd love for you to welcome back Callie and Ashley, our DJ demo drivers, please. Thank you. All right, now to get into character, I'm going to switch characters quite a bit to get into character for this one. Imagine that I am Rhys. Rhys is a recruiter at Capita. Rhys is having a nice cup of tea and he wakes up in the morning and he starts to look at the news and he realizes that local councils have just approved additional education programs. Now, remember, Riis is hiring for education assessors. He's just realized, I think my day just got a little bit busier than it was before. So what Reece does, he jumps into Slack. Slack is where he starts his day every day. It's the heartbeat of his recruitment pipeline. And Reese starts to have a very natural conversation with AgentForce, no different than he would if it was with another colleague. Riis wants to get a sense of how busy his day is going to be. So he asks Agent Force, what are the open education assessor roles in London? Within seconds, Agent Force delivers a tableau. Next table. And it's surfacing job application data from Service Cloud. Now, this is great. Riis's suspicions have been validated. His hypothesis was right. Naturally, Riis is saying, okay, do we have enough candidates to meet that demand? So he asks Agent Force once again, right in the flow of work, he's not stepping out into another system. Right in the flow of work, he gets additional information, but this time we're missing something. We're missing the candidate side of the information. Now, we've got the job postings in Service Cloud, but all of that rich applicant data is sitting in workday and we don't yet have workday connected, so it's a disconnected story. Well, let's fix that for Rhys. To fix that for Rhys, we're going to jump into Data Cloud and for that we're going to be a salesforce administrator at Capita. Now what we want to do is we want to start to connect the demand side which is within Service Cloud, with the supply side which sits within Workday. So we create a new data stream. And instantly as we're starting to create a new data stream, what you start to see is all of the clouds that are available to Capita today and all of the information and data that's available. You scroll down a little bit more, you start to see all of the data sources, their data platforms, their lakes, their warehouses. Each of these can be connected with zero copy. Again, the data remains exactly where it's supposed to be. We can click and we can harmonize. So we're going to find Workday and we're going to connect that. Now what's happening behind the scenes is Data Cloud is starting to harmonize those profiles. It's starting to do identity resolution, it's starting to tag and classify all of the data that comes in to ensure that all that personally identifiable information can remain safe. So let's go ahead and create that connection. And what you see now is with that data, harmonize this beautiful visual of all of how that data correlates what we saw in Service Cloud now with Workday. Incredible. Now there can be a concern though. Did we just expose a lot of sensitive customer data that was sitting in workday through now to Slack? Well, this is where the native governance and security features of Data Cloud come in. Remember I said earlier that we have the ability to use AI to automatically classify and tag your data. Well, once your data is classified and tagged, you actually have the ability to create fine grained policies to not only define who should have access to that information, human or agent, but also how we want that data to be masked or not massed. Take for example, in an HR workflow, you likely don't want to mask that because HR is going to need access to that information. But at the same time, does REIS really need information on a candidate's home address or phone number? Likely not. So why don't we go ahead and create a new dynamic masking policy that'll prohibit RIIs from being able to see home address and phone number now? Yes, this information is typically needed in the recruitment process and as we're going to keep building it. It's needed in the recruitment process because recruitment coordinators do need the ability to contact our candidates. It's also. But when exposed a little too soon, it could introduce privacy risk or it could introduce unconscious bias. So let's make sure that Rhys only has access to the information that he really needs. Perfect. Now let's activate that new policy. The data has been harmonized. The policy has been created to protect it. And now we're going to jump right back into slack where we left Riis and friends. Let me tell you one thing. Now we've created this policy. Just because it's been created here doesn't mean you have to recreate it in all the other systems. This policy will proliferate throughout your ecosystem. So Reece, we have him asked that question again. Do we have enough educational assessor candidates to meet that projected demand? And this time, Agent Force delivers. Agentforce now is giving Riis a complete picture of both the supply that is within workday and the demand that sits within service cloud. And it is taking other industry data to help him understand market demands. Now remember that dynamic masking policy that we created to ensure that Riis wasn't getting access to home address and phone number? Well, check that out. It's been masked. So we've got security at our fingertips. This is trust in action. It just works. But wait, there's more. As if that wasn't enough, AgentForce goes ahead and helps Reece become even better. He starts to make recommendations, to say, hey Riis, perhaps you want to launch a focused recruiting campaign because we're seeing where demand is starting to soar. Or maybe it's a shift in sourcing priorities. It even gives Reece a friendly nudge to say, you are about to be very busy. You might want to re engage past applicants that hadn't necessarily made that cut. Now this is how Data Cloud and agentforce are helping Reece do his job better and be able to dynamically respond to the market needs. And in recruitment we know that timing is absolutely everything with AgentForce and Data Cloud. Capita is not just reacting. You are leading.

Thank you.

Thank you, Shivani. Thank you so much. We've learned about the agent or the agentic layer. We've now learned about the data layer. And so this, the next bit is where the magic happens. I know you debate that Paul and Shivani, but this is where the magic actually happens. This is where humans and agents intersect. This is where they drive customer success together. And so here to bring to life the application layer. Please give a Very warm London. Welcome to Jocelyn Zanasi.

Good morning, folks. I'm delighted to see you all here and I'm delighted to be able to take you through this next chapter and Talk you through Customer360. But first, let me take you back, if I could, to the 90s. Do you remember us? I know I do. Cool Britannia. The Spice Girls. Girl Power. Come on.

Thank you.

The birth of the Internet, but most importantly, the birth of Salesforce. You see, folks, we've been working hard on this for a long time. Since 1999, we've been building each and every one of these apps and bringing them together into one deeply integrated platform. And now we're bringing AgentForce into each and every one of those apps. So in the next few minutes, I'd like to take you through what we're doing with each one of those and how you can take advantage of Agent Force in each and every one of our apps today. So let's start with Sales Cloud. Now, I use Sales Cloud every single day and I imagine many of you do too. With Agent Force and Sales Cloud, this is the huge opportunity to see the future of Success. Sales. With AgentForce, you can get rid of those tedious tasks that prevent our sales teams from being truly effective. Think of the workload your sales teams take on on a daily basis. With AgentForce, they can accelerate their pipeline, lead, nurture and close those deals faster. And with sales coaching, agentforce can provide real time coaching for each of your sellers as they talk to each and every one of your customers. Think about that. From a personalised and proactive support service. Then in Service Cloud, how many of you have called a service center only for that service center to be closed just when you want it? It's really frustrating, right? With AgentForce, you have the opportunity to have a service center that's available to you 24 hours a day, right when your customers want to engage you, not when it suits the humans in your team to be available. They have the opportunity to do that both externally for your customers, but also think about that internally. HR service, IT service to be able to support your employees right when they need it the most as well. That's the power of AgentForce and Service Cloud. Now let me tell you a little bit about field service. With Field Service, AgentForce has the ability to bring together the most common, complex components that drive customer satisfaction with field service. So think about the availability of the right engineer, the right parts, but most importantly, your customers availability. How do you bring all of those together and do that at scale that's the power of Agent Force and Field service for us available today. And then Marketing Cloud for all of our marketers here in the room. I've got a little teaser later on today at our Connections event in Chicago. We're going to be launching Marketing Cloud next. This really is the next generation of marketing cloud for us. How we break down the silos between sales service and marketing to give a single personalized and proactive service and through marketing, to each and every one of the channels. Now, let me tell you a little bit about one of our customers and what they're doing uniquely with Marketing Cloud right now. And that's Thames Valley Police. Now, I hope many of you have never had to deal with Thames Valley Police. And I mean that in the nicest possible way because they are lovely people, but genuinely, I hope you haven't. What they're doing is they've reimagined their victim portal with Marketing Cloud. The ability to do that has given them a cost saving of 1.4 million pounds. The cost to serve has decreased as a result of them reimagining how they engage victims. Next on our list is Commerce Cloud. Now, many of you will have engaged heavily with Commerce Cloud till this point. AgentForce in Commerce Cloud allows each of your merchants, your buyers, to really rethink how they can be truly productive. Think about how they get one more item in each cart, where the stock is at that very moment, and then from a personal shopper experience. Ever been a shopper and you've tried to get that one particular item you want in that size or that unique fridge dimension and you just can't find it? Think about how AgentForce could support your shoppers to be able to provide that personalized and proactive experience. As you heard earlier, that's exactly what Heathrow are doing right now. 30% increase in digital revenue. Next in our field is Revenue Cloud. Now, I'm going to hover over this for just a moment because I want to show you in the demo in just a few moments the power of agent for force in Revenue Cloud and the ability for the agent to be able to support you all the way through, from quoting to configuration to billing. So we'll come back to that in just a moment. But what I do want to show you next is tableau, the bringer of actionable data. My absolute favorite. This is really where we bring data to life in each and every one of your apps. So you can see your data, understand it, but most importantly, take action on it or right where you need it most. In each and every one of your apps there and Live and then Slack, my favorite. Again, I have to say, this is an enormous productivity boost for me personally. It's where I live. This is the operating system of work with Agent Force and Slack. It has the ability to bring all of your apps, your people, your conversations, your collaboration, your data, and now allows each of your team to be able to collaborate with an agent Live so they can be even more productive than ever before. And then last but not least, Mulesoft. Now, you heard from Shibani earlier on that Mulesoft is totally open. This gives us a superpower when it comes to Agent Force. Ability for us to have low code, click and go connectors that allows you to connect even beyond CRM. So no matter where your data is, no matter what third party it's residing in, Mulesoft can bring that together to allow you to activate and really help Agent Force understand your business. Now folks, this one is an eye chart. It really is. I'm not going to run through it, I promise you. But what I will ask you to do, folks, is take out your phones. Going to give you a moment to do that. Scan that QR code for me. What I really want you to know here is that we have more than 100 out of the box ready to go actions in AgentForce for you today. So no matter what industry you're in, you have the ability to be able to support you now with click and play actions. If you're sitting in the audience in a regulated industry thinking, how do I take advantage of that? There's two new actions I really want to bring your attention to that are live. Now, the first is in financial services for customers that are calling into you and have lost their credit card. The ability to be able to support those customers instantly. That's a ready to go plug and play action. The second is in life sciences. This is how we bring together the right patient with the right clinical trial and do that seamlessly. Folks, that's ready to go for you today. Click and play. Now what I'd really like to do here is to show you all of this in action and go back to our brilliant customer Capita and our colleague Rhys who we saw earlier on. So please folks, welcome back. A fantastic demo team. Thank you folks. These guys are awesome. So let's go back and talk about our Persona, Reece that we were discussing our recruiter. Now, Reese is going to go back into Slack where he spends most of his day. So here he is in his Slack channel. Now he has everything he needs in here because you saw us connect the data to Slack and this is really where he's working. And he is so fortunate because as a recruiter he also has Agent Force. Now you heard earlier on that we noticed that there was a need for a senior recruiter role in London. Now what we'd ordinarily do as a recruiter is go ahead and create quite a complicated campaign to find the right candidates for that particular role. But Reese says Agent Force. So in absolute plain English, we're going to ask Agent Force to give us a hand with this. Here's our digital colleague. Can you help me create a new campaign to recruit an assessor in central London? And off it goes, just like that. Agent Force is working hard to create that campaign for us. It's also going to go ahead and create the copy for us for that job role. Well, how's it doing that? Well actually, Agent Force is excellent at reasoning and because we've given it all of that foundation of data, whether that's in unstructured or structured data, not only is it creating that copy, it's using the right keywords which we know will drive great candidates, but it's also showing us the best possible job boards for us to be able to post this to to be able to get the candidates that we need and get them today. And that looks really good so far. Rhys, our human in the loop is going to have a look at this. Actually he thinks we probably need to add more detail about the benefits of this role and we want it to sound a bit more like capita. It needs to have the capita tone of voice. So here we are again, straight into AgentForce to ask it to do just that. And as if by magic, in just those few moments, it has created that campaign for us again. We're going to check it one more time and once Riis is satisfied, he goes ahead and clicks approve. And the campaign is now live, folks. Think about the time saving for that one recruiter. Pretty phenomenal, right? So what I want to show you here is that not only can we have the ability to be able to find the right candidates, but let's look at further down the process that Rees is working into and look at how we create contracts and do billing really affect the as well. So folks, can we jump on over to Sales cloud please and let me show you how that works. So here we are on sales cloud in the opportunity page and again we have all of the data that we need right in the same place. Now here we want to create a quote for that customer. Now ordinarily, when we're creating a quote, that would require quite a lot of manual work, probably multiple systems, one of the pre approved terms for that customer, what are the billing rates, etc. That we have for them. But now we have Agent Force bringing all of that data together. That gives us that power. So let's go ahead and ask Agent Force in our simple language, please go ahead and create that quote for me. Now think about what it's doing here. It's structure, it's searching across all of our structured and unstructured data. Regardless of whether that's here in revenue cloud or in any third party system, it's bringing that together for us seamlessly. And there's my quote, ready to go. Now think about how long it might take you to generate a quote. The average folks is 37 clicks. 37. You just watched me do that. With a simple plain language prompt. We'll actually watch the brilliant demo team do it, but with simple plain language.