Agentforce World Tour NYC | Main Keynote - Become an Agentforce Company
Salesforce's Agentforce is a platform that embeds AI agents into your workflows to automate tasks and augment employees. Prudential's demos show agents handling wholesaler and advisor work. The platform unifies real-time data, includes governance for regulated industries, and promises measurable time and cost savings.
Questions this video answers
May 21, 2025
$2 million to Year Up and Per Scholas
$40 billion (projected annual revenue)
Over 850,000 documents/articles/knowledge items
AgentForce is resolving over 85% of incoming help questions
Chapters
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 that listens, learns and acts all day every day? Well, this isn't some far fetched science fiction fantasy anymore.
No, it's happening right now with AI from Salesforce.
It's called agentforce. Agentforce turns your vision into reality. Think about it. A future where every student, patient, client, citizen and customer experiences the best service possible. And your people, well now they're free.
To focus on the work that matters most.
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 EVP Product and industries Marketing Salesforce, Patrick Stokes.
All right, thank you. Good morning everybody. Welcome to New York World Tour. It is a pleasure to be here with you. My name is Patrick. I will be your host today. You know it's been a pretty great time in New York over the last like two weeks or so. The weather has been like peak every single day. Except for today, I don't know why. Couple days ago over in Brooklyn, the Liberty raised their 2024 WNBA championship banner in the Barclays Center. That was pretty awesome. Over the weekend in the Bronx and in Queens and then flipping back and forth we had the Yankees and the Mets going at each other in the Subway series. We always liked that. But the real cool thing, the best was Friday night. Friday night. Yeah. Friday night the New York Knicks at the Mecca of basketball, Madison Square Garden did what New York teams were born to do and that is knock freakin Boston out of the playoffs. But we are here today for something even better. Some might even call this the Mecca of enterprise software conferences. We are here in the Javits center, the glass palace between the west side highway and 10th Avenue. Who wouldn't want to be here right now this morning for New York World Tour. So we're going to have some fun. So let's get started. Now the way we like to start everything of course is by thanking you, thank you to our customers that have been with us all this time, especially those that are here with us today, and you'll meet some of them in our keynote throughout the day. Thank you. Thank you to our incredible community, our trailblazers, our developers, our admins, our architects, our MVPs. I see some of you over there. Thank you for being with us on this incredible journey. Really, our entire community. Thank you so much. Now, we like to start every journey, of course, by grounding ourselves in our values. These are really our North Star values of trust and customer success, innovation, equality, sustainability. These are what ground us in everything that we do. And I think that these are more important than ever right now at this time in the world to remind ourselves of our values, especially as we start thinking about bringing these AI systems into everything that we do now. 25 years ago, when we started Salesforce, when Mark and Parker started it, they did it with this kind of new idea. This idea that businesses could actually be a platform for change. They could be the greatest platform for change. And they put that idea into action. They created our one, one, one model. This model where we give back 1% of our equity, our time, and our product back to the community. And we've had incredible impact doing this. But what I've been so proud of is watching all of you. Over 19,000 companies around the world have adopted this model, and that's just been incredible to watch. Now, when we come to these events, we also like to give back. And we're giving back today. Today we announced a $2 million contribution to year up and per Scholis, to fund AI literacy. And I think we even have some folks from Year up here with us today. I think they might be somewhere over here. If you're here, could you stand up, be recognized? Thank you. In fact, if you're here from any nonprofit organization today, could you just stand up and be recognized? Any nonprofits in the room with us today, thank you. Thank you for being here with us today. We really appreciate it. Now we've been on this incredible journey. This year, we'll do well while doing Good. We'll do 40 billion in revenue this year. That's our projection. We're excited about this. But I think the part that I always look at when I look at this slide is just that we've remained true to our values every step of the way, becoming one of the most innovative companies, one of the most philanthropic companies. This is something that's really kept me a part of this community through all of this. What's also kept me a part of this community, I think all of you as well, has been our mission. And our mission has never changed. For 25 years, we've effectively been trying to do the same thing. We've been trying to help you, all our customers, connect with your customers in new ways. That's what we're trying to do. We're helping you connect to your customers in new ways. And every few years, something comes along and changes the way that that happens. Sometimes it's a really big change, sometimes it's a little bit of a smaller change. And Salesforce has been helping you all navigate those changes for 25 years. We started with pioneering the cloud and software as a service. We helped bring you into the mobile world, into social. But today we're on the precipice of something that we think is much, much bigger. A change that is bigger than all of the previous changes we've seen in the past. And this is this idea of agentic AI, this idea that suddenly out of nowhere we can have smart, intelligent AI systems embedded right into our workforces, right into our workflows, into our customer experiences. This changes everything that we know about every process in our organization, every piece of software that we have that supports that processes can now be rethought through this lens of agentic AI. That's a pretty big idea and it's come at the perfect time because you've probably all seen this. Customer expectations are like really, really high right now. We all feel this as consumers ourselves, but we really feel it when we're trying to connect with our customers. Right? They expect really personalized and real time concierge like experiences. And it doesn't matter what you're trying to do. You could be trying to get an appointment at your doctor or buy a new pair of sneakers, get some insurance, help your kids fill out their college applications, whatever it is. When they interact with you, when they interact with your organization, they expect to be known. They expect you not to waste their time and they expect you to help them get solutions to their problems as fast as possible. But this is really hard to actually deliver on, partially because we're all overworked. These expectations from our customers have gone up and up and up over the years and it's become harder and harder to keep up. We're all overworked. I'm overworked. I tell my boss all the time, he's sitting right over there, right? And part of what makes this hard is all of the systems we have, all of these disconnected systems. Our data is everywhere. How often have you been involved in a project where you just don't have the data, or maybe you do have the data, but it's locked in some system somewhere and you can't actually connect it to the process that you're trying to build. And so we asked ourselves, we took a big step back as a technology company and rethought about our mission of our job is to help you move into these new technology innovations, to move into agentic AI. And we asked ourselves, what if our workforces didn't have these limits? What if it didn't have to be this way? What if the fixed capacity that we have wasn't there? What if we could eliminate all of those data silos? What if we could bring intelligence into everything that we do so that our workforces could do the high value work that they need to do, instead of being burdened by all of the low value work. And then we realize something. We realize that agentic AI can help us create a revolution, a workforce revolution. A revolution in the way that we think about our entire workforce, all of our processes. And we call this the digital labor revolution. This idea that we don't have to have entirely human workforces anymore. We can now apply intelligent AI systems or agents side by side with our employees. We can help them with their fixed capacity and burnout. These AI agents can do work for them. It can help them analyze information, it can give them insights, it can even perform tasks and go out and do work on their behalf. Now this is this idea of humans with agents working side by side, working together to drive customer success. Now to do this, we'd need to bring a bunch of things together. We would need a new architecture and we call this Agent Force. Agent Force is our digital labor platform. It's what helps you create limitless workforces and break through these traditional capacity barriers that we've had with our human workforces. In other words, just bring them some help. And we can do this by bringing together all of your enterprise metadata with our metadata platform, bringing it together into data cloud, and connecting your apps and your agents all together in one unified platform. And we're going to walk you through how this works in just a moment. Now, companies that are doing this, companies that are leveraging this technology, that are getting out in front, right, that are trying to compete and find ways to out compete others in their sector. We call these companies Agent Force companies. I'll give you a few examples. RBC Wealth Management is an agent force company. These were one of the earliest adopters. They have all of these wealth managers, which are the folks that manage your portfolio when you have an Investment Portfolio or 401k. And as changes in the economy occur, they tend to call in. They call in, they want to talk to their wealth manager. They want to get some analysis. They're not experts, but the wealth managers are. They need some analysis. They need to understand if there's any risks. Well, this is challenging. These wealth managers, they might have dozens, but in some cases hundreds of these clients. And when they get a phone call from one of them, they want to deliver a great experience. They want to have all of the analysis right at their fingertip. But this can be pretty challenging to do. And so they looked to AgentForce. AgentForce is now analyzing customer or client portfolios in real time. So when that phone call comes in, they know exactly what to say. And this has been an incredible boon not just for their own capacity, for their own ability to deliver, but it's a better experience for their customer. Another example is 1-800- accountant. 1-800- accountant is an agent force company. Now they go through something that some of us in this room probably have, which is a surge in capacity, right? We all surge around February, March, April. To do what? To pay our taxes. And paying taxes is kind of hard. You have a lot of questions. So they get this surge of people calling in and asking questions. And they came to us and said, can you help? And we said, yes. We need to put Agent force. We need to put agents side by side with your human agents, your human representatives, so that we can get your customers answers to these questions faster than we've ever been able to before. And it's not just our customers. We like to put our money where our mouth is. Salesforce itself is an agent force company. We've brought together over 850,000 documents, articles, pieces of knowledge from our organization and we've indexed them into AgentForce and put that on help.salesforce.com youm can all go there right now and play with it, ask it some questions. This changes the entire service experience. Instead of having to search right for the knowledge that you're looking for and read articles and try to find an answer and probably very often fail to get the help that you need now you can just ask Agent force. And Agent force is resolving over 85% of the questions that come in. That's 85% less questions that ends up in our call center that end up as cases. Which means our folks that work over there, they can work on the high value problems instead. Now we had so much success with this that we rolled it out on our website too. It's not just on our help site but on our broad website. You can go there and instead of having to navigate through all the names of the products and you just have a question you want to ask, you just ask AgentForce. And today AgentForce is helping source over 30,000 leads. It's been incredible. Now AgentForce can help you with really any use case, whether you're trying to build an event just like we're here today and help your customers find the sessions like the World Economic Forum did with AgentForce or helping SharkNinja recommend products or offering an incredible concierge experience like Equinox. AgentForce is here to help you do it right now, today. And there are customers doing it today. Now we're here in New York and we have a kind of special type of company here in New York. We have a lot of banks, a lot of financial institutions, a lot of healthcare companies. And so today we're really excited to show you, to open up and show you how we can bring Agent Force to regulated industries with our all new agent Force for regulated industries. And you see a bunch of use cases there. We're going to walk you through exactly how we can apply agent force into all of these standard use cases, but not just for any company, for a company that requires just a little bit extra trust, a little bit more trust like our regulated industries. So we're super excited to show you that and we have a lot to do. We're going to cover this in three chapters today. We're going to start by walking you through Agent Force itself and the platform. How does it work? How do you build an agent, how do you deploy it into your organization? Then we're going to switch over and talk about data and how important it is to get all of your data together to make this work. And then finally we're going to show it to you within sales, within service, within marketing, within commerce, within our industry products. So you can see how easy it is to deploy these across every one of your processes and to get us started. We are super fortunate. We have our GM of platform, of the Salesforce platform here with us today, the boss herself, Alice Steinglass. Alice, welcome to New York.
Awesome. Thank you, Patrick. I've been working in tech for 25 years. I've never seen anything like this. Honestly, it's a little bit scary, but when you get it right, it's game changing for my business and for your business. So let's talk about how we're going to do that. It starts with an LLM. Now LLMs are amazing. I used one last night to book my dinner. But inside an enterprise scenario, you need more than an LLM. You need access to your data, to your structured data, to your unstructured data, an understanding of what that data means with metadata and semantics. But even if you do all of that, you hook it up to all of your data, what do you have? You just have a Q and a bot that answers questions. You want it to be able to take action across your line of business, across your industry, with your automations and your APIs. And you need more than just the LLM. You're going to need a reasoning engine that pulls in the right data at the right time, that uses logic and reasoning to make a plan and take action. And you can get all of these pieces from different vendors and you can wire all of this up and maintain it. But we've done that for you. We've built a single unified platform with trust embedded in it. So you have the security, the governance, the compliance, the guardrails that you need to roll this out in your enterprise. And of course it's open at every layer of the stack. We call this platform AgentForce. It brings together your data and your customer 360 and the ability for agents to act across your organization. And of course this platform's open. I would love to say that we are the only thing that you need to run your entire business. That's not true. You've got a lot of different clouds running, you've got a lot of different things running in your organization. So whether you're storing your data in snowflake or databricks, we want you to be able to access it and use it with the right so security and permissions inside of AgentForce natively with zero copy and LLMs. Every time I turn around there's another piece of new technology shipping from OpenAI or anthropic or Gemini. I want you to be able to take advantage of all of that innovation natively inside of your organization. And of course you need to be able to deploy and run this anywhere in the world so you can be compliant. And with AppExchange and Agent Exchange, we're giving you a head start with trusted solutions to get going quickly. So how does all of this work? We take the input, it goes into the Atlas reasoning engine and what it's going to do is it's going to reason around the intent from the customer and it's going to put together a plan, a set of actions that it's going to take and those Actions span the gamut. They work across every line of business, every industry. And with Mulesoft, you can extend across your enterprise. So maybe you want to take an action at SAP or NetSuite or Workday, you can do those natively inside of Agent Force. But of course you want to see this in action with one of our customers. So I would love to talk about Prudential, an Agent Force customer and, sorry, an Agent Force company. They are a leading Fortune 500, a globally recognized brand and a premier active global investment manager. And they're celebrating 150 years and they're here with us today. So let's roll the film.
We have over 50 million customers in over 50 countries. And so to serve their needs, Prudential.
Has to be able to scale.
Our demographics are wide, so we want to ensure that we're delivering highly efficient, highly accurate interactions with our customers. We are a 150-year-old company and the customer is at the heart of our brand.
Our vision really is to expand access to investments, insurance and retirement security.
So how do we get Prudential? We call our salespeople wholesalers and they're managing relationships of about a few thousand type of volume.
Where Salesforce comes in is it really organizes that data so we get a.
360 view of the customer.
Being on the financial services cloud enables not only the data extension accessibility, but the ability to plug and Play.
Because with AgentForce built directly inside of the Salesforce platform, we can help automate processes so that our wholesalers can focus more of their time on the moments that matter. And that's what we're really excited about in the future. So now fast forward to after a meeting is done. We had a really good conversation about.
Flex Card with mobile activity.
Capture the tasks, the details, the clarity is all created directly inside the Salesforce platform. We had four clients, but the main one of interest was Tom Jones. So now we're speeding up that part of the process where our response gets back to the financial advisor and we can save about half a day, a week of a wholesaler's time. AgentForce can help supercharge our wholesalers to take their sales to the next level. With Salesforce, we have this deeply unified platform. We're able to show up and scale.
In the right way to help our customers with their lives work.
And Salesforce is helping Prudential to be the best in class at customer experience.
So we have our Prudential team right here. Can we get a round of applause for the folks from Prudential? Thank you for being An Agent Force customer and an AgentForce company. So as you can see, Prudential is bringing industry leading experiences by blending advanced technology with a human touch. And I want to talk about the annuities business. So in the annuities business, as you saw in the film, we've got wholesalers and each wholesaler works with a large number of financial advisors and each of those financial advisors in turn advises the massive breadth of Prudential customers. So to make that scale, that's a relationship business. And that's why Prudential is piloting these solutions with AgentForce in sales and service so that their advisors and their wholesalers can spend less time on the manual tasks and more time building those relationships. So let's see how Prudential or any company can scale their business with Agent Force. So to start off with, I'm going to play the role of a wholesaler and it's Monday morning. We all know what Monday morning looks like for salespeople. I've got a pile of emails coming in, I've got a lot of CRM data, I've got some spreadsheets that I have to deal with. So where do I start? Where do I focus my time to be effective? AgentForce is going to tell me right where. I like to work in Slack. So here I've got a targeted plan for my day. I can see that the top two people I need to meet with are Jenny and Morgan. That's what's really going to drive our business. Now I'm going to be picky. I don't just want to meet with Jenny. You know what I would like to, I would like it if Agent Force could make me a personalized meeting prep doc for that meeting with Jenny. This is something that we saw when we rolled out Agent Force at our organization and something you're going to see too. Everybody and their brother has a request for something else that they want Agent Force to do. Some other capability, some other action it should be able to take. And this is the true power of a deeply unified platform because we can add these capabilities and the data, the actions, the trust are already connected. So let's see how we do that. And to do that I've got Lynn over here at the demo desk and Lynn is going to play the role of an admin in our organization and she is going to help us add the ability to create that personalized meeting prep document. Now what she's done here is she's opened up our agent builder and here we can see our agent. It's The Opportunity Analyst agent. Every agent has a description, it has a role. This is just like an employee in your organization tells us who they are and what they do. It also has channels. You saw me earlier talking to it in Slack. This agent can also talk over email or Facebook messenger or voice. And the real heart of the agent is this list of topics. These are the skills that the agent has Here we see some that Lynn built and some that ship out of the box. So let's see here. If you look at those topics. Quote summary, quote summary is an example of a topic that ships with financial services cloud and all of it is extensible. So Lynn can go in here and say, I'm going to create a new topic. Alice asked me to go make a personalized meeting. And the way we build things with AI is different. We're not going to do a lot of clicking. There's no decision trees here. She's just going to go through and explain in natural language what she wants here. She wants to create personalized data driven agendas. She wants to pull in the CRM data. She wants to pull in our past interactions. Maybe she wants to do some market research or competitive research, maybe next best product that we want to recommend. She's just going to say this is what we want to do. Then she clicks next and the AI is automatically going to turn that into a list of instructions to the agent about how they should handle this topic. She can edit these. And I actually, I want to point out one of these instructions. Do you see that last instruction right there? This is important. This is part of those guardrails I talked about earlier. You don't just tell the agent what you want it to do. You also get to tell the agent what you don't want it to do. So in this case, we don't want this particular agent to talk about compliance or regulatory guidelines. Instead we'd like that to tell them to consult a qualified professional. But this is an area where you're in control and this is important when you're rolling out enterprise solutions. Okay, so let's go ahead and click next. Now's the fun part. We get to add a bunch of actions. And these actions, like I said, they're all the built in actions, but they're also the actions that you've already built in your organization. I know a lot of you have built a lot of flows, you have a lot of APIs, maybe some of them are managed by Mulesoft. You have Apex in your organization. All of those are natively available here. So you can use those actions as part of building new capabilities in your agent. So Lynn can pick it actions she's already built. She can create new actions. We're going to select a bunch of actions here and now. What we get to do is we get to look at the things that the AI has built for us, and we can edit and review those and make sure those are what we want. And the fun part, we can start testing out this agent's capabilities. So, Lynn, you want to ask it to make a meeting prep doc. Okay, do one for Melissa. So what happened on the right is you're seeing it actually create the meeting prep document. But what I really want you to look at is that column on the left there. Because this is what we can see. This is where we can see what Agent Force is doing behind the scenes. As a builder, you want to be able to look at what's it actually doing with that input. How is it reasoning? What instructions is it following? Then what is that plan it's actually creating? I can see which of these actions it's pulling in. Things like getting the product information. I can see exactly what's happening or finding the opportunities. And it's using all of those individual actions to pull together this meeting prep for me. Okay, so now Lynn gets to do some iteration. Maybe the answer she got was longer than she wanted or shorter than she wanted or she wanted to pull in more information. She gets to edit and play with it. And when she's got what she wants, she can use the standard software development lifecycle tools to push this to product so that I, as the wholesaler now don't just know that I should meet with Jenny today. I know exactly what I should talk about when I meet with Jenny today. So let's get a prep doc. Okay, so we should follow up on some customers. We should talk about this new annuity package option. Great. I am ready for this meeting. So I'm going to head over to my meeting. And of course the meeting's gonna go super well. We're gonna rock it. It's gonna be great. But I've only got 10 minutes between this meeting and my next meeting. Now I got two teenagers at home and they could probably type an essay on their phone in 10 minutes. I can't. I can't. So I am gonna. Oh, I just clicked something. See, this is. I told you. I told you. I can't even. I can't even hold a phone correctly. Okay.
Okay.
Just got done with my meeting with Jenny. So she's got two Clients who are in closing stages. She's got a new customer, Emily Lawson, who's interested in annuities and strategic investing. And she asked me to send over her a draft annuities proposal. Oh, and she's going to be out this Friday. She's taking her daughter to the New York liberties game for her birthday. Great. I just told Agent Force what I needed to do. Now I can head on over to my next meeting. And in the background, you can take that phone in the background, Agent Force is using all that information. It's taking it, it's uploading it all, it's updating my CRM fields, it's updating the interest and in fact it's creating a new business relationship plan. So now at the end of the day, after all my meetings, I get back to the office and I can see this business relationship plan and here it's got a bunch of business insights about Jenny all in one place. I can see the top selling products, I can see the customer demographics, I can see related records like opportunities and cases or custom objects that we track in our organization like trainings. But what I want to do, I want to point out in the top right there because Agent Force has recommended some follow up actions. Maybe I want to send a New York Liberties gift card to Jenny, really build that relationship. And it's drafted that annuity solution. Now it didn't send it. That's another aspect of the guardrails. So when Lynn set this up, she said for these actions, we want a human in the loop. Before we actually send an annuity proposal, we want our wholesaler me to be able to look at it and say that's actually what I want to send, but it saves me a lot of time. So now I can take a look at it and just click send. That's pretty cool. And that is a modern wholesalers day where I can spend less time on the overhead and the manual work and more time on what matters, on sales, on advising, and on building relationships. This is the power of Agent Force. I'm sure you want to hear more about how you get started on this now. So Patrick, do you want to come up and tell us a bit more about Agent Force?
I will. Thank you so much, Alice. Great job. All right, every time I see that demo, and actually more than the demo, every time I build an agent myself with AgentForce in my little basement office, which I do a lot, if you know me, I'm more and more impressed. I mean, this is just so much more than a CRM, right? I mean, think about what we just saw. We went from idea to every morning I wake up, I just want something to help me prepare for my meetings to building an agent. It had all the data that it needed and it was able to deploy it right inside the application that I use every day. Show me another platform that is doing all of that. It's such a pleasure to be on this path here. And look, it's been a really fast path. We shipped Agent Force at Dreamforce a few months later in December, we shipped 2.0. A few months after that, we shipped Agent Force DX to bring a host of developer tools to all of you, all of our agent blazers who are trying to ship and deploy these agents across your organization. And don't tell anybody I told you this, but the next version of AgentForce is right around the corner. So don't tell anybody, but we've got some exciting things happening there as well. Now, a moment ago I said that part of what makes this work is that all of your data was there. We were able to bring all that data in to help us in that meeting preparation document. But how did it get there? Well, to help us figure that out, please welcome Sanjna Paralekar. Sanjna.
All right, thank you so much, Patrick. Now, what I love about all of these AgentForce demos is that they're really showcases of how you can put all of your data to work for a better customer experience. And I have the privilege of getting to talk to so many of you about the importance of our platform every single day. And the importance of your data is your next competitive advantage. You have data locked in so many different systems and there are all of these different missed signals about your customer that are in those systems too. For a CEO, it might be the difference between making one one strategic decision for your customer versus another for your sales teams. It could be the difference between understanding an upsell opportunity and just letting that pass you by. And for your service representatives, these are opportunities to provide that tailored personalized service experience that every consumer craves. But we have a pretty alarming statistic up here on the slide. Only 94% of leaders feel that they could really even get more value out of their data. I mean, that's pretty alarming here. And why do they feel that way? They feel that way because their data is tracked across various different systems. You have systems like large scale data lakes like Snowflake and Databricks where you're storing engagement data and high volumes of customer data. You have other systems like Netsuite and SAP that might be storing different types of transactional data, but all of these islands of disconnected and trapped sources of data are keeping you from unlocking that value and they're keeping you from unlocking that distinct competitive advantage that you could have. And this entire problem set that I'm telling you about is our inspiration behind Data Cloud. We want to enable all of you to unlock the full value of all of your data in service of a better customer experience. We want to help you unify that data so every single customer shows up as one person in your systems. Not 45 different people, but one person with one sets of needs that you can personalize and tailor those experiences to. We also want to make sure that you have real time access to this data. Stale data is just as bad as not having access to the data at all. And so we've really made Data Cloud that kind of availability platform for all of your data in real time. And most importantly, we want to make sure that all of these amazing AI experiences that you're building on AgentForce have that full view of your trusted data about your customer. So let's take a peek into how Data Cloud actually works, because this is really where the magic happens. And it all starts with connecting to all of your data. Now, this means different things for different customers. This could mean different Salesforce clouds, different Salesforce orgs. It could mean data lakes and third party legacy systems, and it could mean unstructured data too. I mean, in the modern world today you have structured and unstructured data. You have Images, you have PDFs, you have voice, you have image data and video data. We want to put all of that to work for that better customer experience. And you even have different APIs that you're managing with Mulesoft or other systems. Now, once you connect to all of that data, there's a really important step. I mentioned that we want all of you to have that single view of every customer. This is what Data Cloud does best. It harmonizes all of these different systems of record into one system of understanding about your customer. And once you do that, we can have all of the different policies that you have about data access and control persist across any of these sources so you can make sure that you have that secure data access for everyone within your organization. And once you've done all this, the possibilities are really endless. You can empower any insight, any action, anything that you build on the platform with any of these pieces of data. Now, this is how Data Cloud works. But Data Cloud is also a central part of how AgentForce works. We talk a lot about our Atlas reasoning engine and it's our secret sauce on how AgentForce can really think and take action on your behalf. But Data Cloud is really how we retrieve the right data for the right task at the right time. And we enable AgentForce to give you that smart, tailored guidance that Alice showed you in that demo earlier. So I want to show you another visionary demo of how Prudential can put all of this technology to work for a better client experience. Now, for businesses like Prudential, there are several moments that matter across the entire client life cycle. Now, that could be when a client purchases a new car, when they graduate, or when they get married. So let's see how they can turn those moments that matter into a super personalized experience for every single client. We'll jump into the demo. So here we are on Prudential's website and let's just say that a current client who is about to get married wants to ask and we enable AgentForce to give you that smart, tailored guidance that Alice showed you in that demo earlier. So I want to show you another visionary demo of how Prudential can put all of this technology to work for a better client experience. Now, for businesses like Prudential, there are several moments that matter across the entire client life. Ask AgentForest here to update a beneficiary on their account. Now, this is a pretty simple interaction and luckily with AgentForest on the website, it can be handled in a pretty simple and tailored way. It gives you our next steps here and we get kind of prompted with what the next steps are. But how do we build this experience? This type of conversation would normally be a missed signal, a missed opportunity for personalization. But the way that we can do this really starts with data cloud. So inside of data cloud, connecting to all of your data is really as simple as creating a new data stream. And we have hundreds of different connectors to connect to any source of data that you can imagine cycle. Now that could be when a client purchases a new car, when they graduate, or when they get married. So let's see how they can turn those moments that matter into a super personalized experience for every single client. We'll jump into the demo. So here we are on Prudential's website and let's just say that a current client who is about to get married wants to. Now, I'm going to take a pause here for a second. You've probably seen this demo many times before. I've been up here giving you this demo many times before, and I tell you every time that we can connect your data and it's any data source. And I get the same question every time customers tell me, I don't want to move my data. I have a data strategy. How is this better than the rest? And what I say back to them is, we don't want your data, we don't want you to move it. We want your metadata. So when you connect to these different data sources like Databricks or Snowflake, you're not replacing your existing investment, you're getting more out of it. We're Connect Ask AgentForce here to update a beneficiary on their account now fitting to your metadata so we can make that data usable. We don't want your data, but we want you to. This is a pretty simple interaction and luckily with AgentForest on the website, it can be handy in a pretty simple and tailored way. It gives you our next steps here and we get kind of prompted with what the next steps are. But how do we build this experience, this type of make it more actionable using the Salesforce platform so you can connect your metadata across any system and really put it to work across any experience that you build. Now, once you've connected to this data and created data streams, you have all of these different data streams available to you here. And what's really cool about this is I can even see a complex data graph. Conversation would normally be a missed signal, a missed opportunity for personalization of how all of this data across different systems is related to that single individual, giving me that richer understanding of who each client is for my business. Okay, Now I said that I want to get your data to work for your business and all we need is your metadata. Now the cool thing about the platform is that when I can connect your metadata, I can also create flows on top of it. But the way that we can do this really starts with data cloud. So inside of data cloud, connecting to all of your data is really as simple as creating a new data stream. And we have hundreds of different connectors to connect to any source of data that you can imagine. So what you're seeing here is a data cloud triggered flow. So when I have different changes in the data that I've connected to, I can trigger a set of actions as a result of that. And what you see here is we actually have an out of the box action here for insurance customer service. Now I want to give a special call out here because this is actually an out of the box action that we Ship with financial service. Now, I'm going to take a pause here for a second. You've probably seen this demo many times before, this cloud, because we know that this is a best practice for insurance organizations. So I'm configuring here a data cloud triggered flow that helps to kick off a process for my service representatives using financial services cloud. So let's go ahead and check that out. Now here in Financial Services Cloud. I've been up here giving you this demo many times before and I tell you every time that we can connect your data and it's any data source. And I get the same question every time customers tell me, I don't want to move my data. I have a data strategy. How is this better than the I have a view that is incredibly rich about every single client. In this case Callie. Now what I can see here is I can see a full activity timeline of every interaction that this client has had with my business. I can see how she's interacted with our website, on mobile, on various places that we interact with her. I can even see those important life events, those moments that matter across her entire lifespan of being involved with our business. And I can rest and what I say back to them is we don't want your data, we don't want you to move it. Even see the different policies that she has access to, all in one simple view, right? We're putting your data to work. And what we have here is we also have Agent Force, we have Agent Forest, prompting me to review. We want your metadata so when you connect to these different data sources like databricks or Snowflake, you're not replacing your existing investment, you're getting more out of it. We're connecting to your metadata so we can make that data usable. We don't want your data, but we want you to use some updates that have just came in about Callie's profile. And this is that request to update the beneficiary. Now, what's really important in these regulated industries is that we have a human in the loop for certain types of tasks. So in this case, it's approving this beneficiary update. Now, I want to call out another thing here, which is you'll notice the Social Security number is completely X'd out. Now, it's a subtle detail, but it's an incredibly important proof point of our security posture here. You can absolutely configure all of the role based access to data that you need for different make it more actionable using the Salesforce platform. So you can connect your metadata across any system and really put it to work across any experience that you build. Now, once you've connected to this data and created data streams, you have all of these different data streams available to you here. And what's really cool about this is I can even see a complex data graph roles within your organization using data Cloud. Because I don't want all my service reps having important personal identifiable information about every client. I want to make sure that they're focused, focused on the task and not the sensitive data. So I'm going to go ahead and confirm that update right here. But the story doesn't stop here because AgentForce can also answer these questions on the fly with the power of the data that we have behind it. So if I want to ask a question about, based on this recent event, what are some other available policy options for my client, I get this rich response here. That is expert guidance provided to me from AgentForce and it's fully cited too. So I have all the citations of where AgentForce got this answer in the first place, of how all of this data across different systems is related to that single individual, giving me that richer understanding of who each client is for my business. Okay, Now I said that I want to get your data to work for your business and all we need is your metadata. Now the cool thing about the platform is that when I can connect your metadata, I can also create flows on top of it. And that right there, that is the shift, right? That is the difference between having a business that knows their clients and a business that doesn't. And that is the power of Agent Forest and Data Cloud together. Back to you, Patrick.
All right, fantastic job, Sanjna. Okay, two down, one to go. We have seen the plumbing, right? We've seen how Agent Force works, we've seen how we connect all of our data and our enterprise metadata so that we can actually put it to work. But now I'm really excited for you to see how it all comes together in our customer360. And to do that, I'm really excited to welcome John Moore. John, welcome.
Thank you. Patrick. Hey, New York. It's so good, good to see you.
So what you're seeing here is a data cloud triggered flow. So when I have different changes in the data that I've connected to, I can trigger a set of actions as a result of that. And what you see here is we actually have an out of the box action here for insurance customer service. Now I want to give a special call out here because this is actually an out of the box action that we ship with financial services.
I'm going to take us through our home stretch here, but I'm going to do that by step, starting by pulling forward a statement that was made at the top of the keynote and that's with regard to our mission. If you know anything about Salesforce, then you know that since our founding, it's always been our mission to help you to connect to your customers in new ways. And we've been doing that since 1999. Yes, the 90s, that was the Internet, Beanie Babies and Salesforce, those were the big like cultural moments in the 90s. And so we've helped you to achieve.
That this cloud becomes because we know that this is a best practice for insurance organizations. So I'm configuring here a data cloud triggered flow that helps to kick off a process for my service representatives using financial services cloud. So let's go ahead and check that out now. Here in Financial Services Cloud, I have a view that is incredibly rich about every single client. In this case, Callie.
By developing what we've all come to know as a customer, this connects every part of your business. Service, sales, marketing, every critical business function on a deeply unified platform. And now AgentForce has been introduced to every single one of those experiences. For the next few minutes, I'm going to show you how every application has been identified, starting with sales cloud. The future of sales looks like humans and agents together driving sales success. And this is where you can start to offload those tedious, repetitive tasks to agents and empower your teams to be able to do high impact work that really drives the business forward. And we start here because of the foundational nature of sales cloud and that's relationships. And as the world's number one aicrm relationship is literally our middle name.
Now what I can see here is I can see a full activity timeline of every interaction that this client has had with my business. I can see how she's interacted with our website, on mobile, on various places that we interact with her. I can even see those important life events, those moments that matter across her entire lifespan of being involved with our business.
And I can even how important that is to your business success. Those valuable relationships that you own and cultivate are strengthened by transformative service experiences. Service cloud. Humans and agents together are delivering proactive service with a personalized touch, which is how customers like Heathrow Airport have been able to realize a 40% reduction in their average call handle time. And when you do this right, these transformative service Experiences go beyond the call center and go beyond even your website and they meet your customers right where they are, whether that's on the work site, on campus, in their homes, maybe on the side of the road. Our friends at AAA Auto Club have cut 30 million minutes of time with agents that could have stood between you and roadside rescue. Now, how you stay connected to those customers is Marketing Cloud. This is your engagement engine and you've got agents ready to work alongside your teams to help you to deliver high impact campaigns and personalized content and hopefully.
Even see the different policies that she has access to all in one simple view. Right? We're putting your data to work. And what we have here is we also have Agent Force. We have Agent Force prompting me to review some updates that have just came in about Callie's profile. And this is that request to update the beneficiary. Now, what's really important in these regulated industries is that we have a human in the loop for certain types of all.
That awareness that you drum up will then convert into purchases and you'll meet your customers right there in their shopping cart. And fortunately, on the front end, you'll have agents helping them as personal shoppers. On the back end, you'll have agents helping your teams with merchandising and buying, which goes right hand in hand with revenue Cloud. The entire revenue cycle has been agentified from quotes to contracts to billing. And as Sanjna already told us, all of this is being driven by your trusted data. Think about your data and the ways that you can now interact with that data using tableau folks like bots, they're accessing AI driven, powerful insights and data visualizations 97% faster. Think about the time and effort saved across your enterprise, multiplied across all your departments and your teams. And speaking of time savings, this is actually one of my favorites because I live and breathe it every single day. Salesforce literally runs on Slack. This entire experience, this world tour, was built and designed using Slack. This is where you bring all of your knowledge, your people, your data, your apps, your workflows together in one place to collaborate in real time, in the flow of work. And thanks to Mulesoft's out of the box connectors and API management tools, now you can empower your agents to take action anywhere. And that's including in your third party systems. So I know we have a lot of industries that are being represented here today, but regardless of what industry you're a part of, starting with our upcoming summer releases, we now have 100 additional industry specific skills and actions for agents available for you tasks.
So in this case it's approving this beneficiary update. Now I want to call out another thing here which is you'll notice the Social Security number is completely xed out.
Now it's to implement right out of the box that industry specific piece that's important because we have a lot of highly regulated industries as Patrick mentioned referenced in the room like health and life sciences and financial services. And so when you are in an instance where you have to navigate highly complex compliance and regulatory environments, that's when these types of skills and actions matter the most.
Now what might subtle detail but it's an incredibly important proof point of our security posture here. You can absolutely configure all of the role based access to data that you need for different roles within your organization using data cloud. Because I don't want all my service.
Reps having this look like in real life. We're going to revisit the story we've been following all day long and that's prudential. And to help us get ready for that demo, can you help me? Welcome back our demo drivers, Callie and Lynn. Let's give them a big hand.
Important personal identifiable information about every client. I want to make sure that they're focused on on the task and not the sensitive data. So I'm going to go ahead and confirm that update right here. But the story.
All right, let me just help us to get set up here. So in Sanj and his demo we saw an example of how financial advisors support all of us, the customers with big life moments. And now we're going to zoom back out and talk about those teams that support the financial advisors. The wholesalers. As played by Alice Steinglass, the wholesalers, just a quick refresher are responsible for enabling the advisors with all the compliance, training, product knowledge and sales support they need to help. Advisors give the most sound financial advice. But they have to do this at scale. These wholesalers are managing hundreds and sometimes thousands of individual financial advisor relationships across across geographies and across time zones. No small task, but this is a great opportunity for AgentForce. So this is where AgentForce comes in and we start our journey in Slack. Now for Slack users in the room, this may look familiar but we've got a really fantastic feature I want to highlight and that is a record channel. This is unique because of the deeply integrated.
It doesn't stop here because Agent force can also answer these questions on the fly with the power of the data that we have behind it. So if I Want to ask a question about, you know, based on this.
Recent event graded nature of the platform, as I mentioned before, all of your CRM data can show up anywhere, allow you to take action, collaborate in real time in the flow of work. This is exactly that. And this record channel now gives wholesalers all the information they need on this entire network of advisors. No digging, no toggling, no swivel chairing.
What are some other available policy options for my client? I get this rich response here. That is expert guidance provided to me from AgentForce and it's fully cited from system to system.
You just have Agent Force proactively serving up all of these key updates. And the key update here is a brand new advisor who's just joined this wholesalers network. Her name is Melissa. So we saw some basic information about her and her account details. But if we really want to get to know her on a personal level, we can ask the agent to pull forward some deeper insights. And this is where, so I have.
All the citations of where AgentForce got this answer in the first place. And that right there, that is the shift, right? That is the difference between having.
We can see her preferences, we can see her hobbies, we can see how she likes to take meetings, we can even see recent activity which might indicate an uptick in her client engagement. And from here the wholesalers can take action. We can log notes, tag teammates and maybe even schedule a meeting. And to get prepped for that meeting, we'll want to dig a little bit deeper.
So now a business that knows their clients and a business that doesn't. And that is the power of AgentForce and data cloud together. Back to you, Patrick.
All right, we've had this initial signal come in from AgentForce to help us lean in. We want to look at the data that's driving it. So we click over into Melissa's profile in financial Services Cloud. This is where your CRM data lives and where you can start to learn a little bit more about relationships. Because one of the first things we see is her distribution hierarchy.
Fantastic job, Sanjna. Okay, two down, one to go. We have seen the plumbing, right? We've seen how Agent Force works. We've seen how we connect all of our data.
This is more than just an org chart. This is truly a strategic relationship map. So we can see all of her broker, dealer relationships. We can see the branches she reports into. We even see the upstream teams that can influence her decisions on how she consults her clients. We also noticed that she's eligible to sell a new product. This is an annuity that's got updated.
Data in our enterprise metadata so that we can actually put it to work. But now I'm really excited for you to see how it all comes together in our customer360. And to do that, I'm really excited to welcome John Moore.
John Benefits. And with new benefits comes new messaging and to shortcut the wholesaler.
Welcome.
Thank you, Patrick. Hey, New York. It's so good to see you work. Agent Force takes on the task of starting to summarize all that information the wholesaler might need to effectively enable the financial advisor. This is a great example of agents unlocking capacity and productivity where this may have typically all. I'm going to take us through our home stretch here, but I'm going to do that by starting by pulling forward a statement that was made, taken whole teams and maybe a few days she's got this snapshot information right here. The wholesaler could potentially take all this information and then deliver it to Melissa in the form of a deck, a one pager, maybe send it along with a supplemental knowledge article, which would be Fantastic. But with AgentForce, we can take this one step further. Further, because we might be able to land this at the top of the keynote. And that's with regard to our mission. If you know anything about Salesforce, then you know that since our founding, it's always been our mission to help you to connect to your customers in new ways. And we've been doing that since 1999. Yes, the 90s, that was the Internet Beanie babies. And it's a little bit more effectively with some virtual coaching. This is Sales Coach. This is a generative AI agent built right into Salesforce. And it simulates the conversation between wholesalers and advisors. It analyzes the wholesaler's pitch and then provides specific feedback that's grounded in CRM data and the specific opportunity. Salesforce, those were the big cultural moments in the 90s. And so we've helped you to achieve that. The whole seller is working on. Now. This entire process typically takes about 30 seconds to a minute. So for the sake of time, our demo drivers are going to jump in here and give you a quick example of how this might work. So let's all wave to Callie and encourage her while she lands her pitch and pay close attention. These types of expressions and gestures. This is what makes for a good pitch. By developing what we've all come to know as a customer360. This connects every part of your business, service, sales, marketing, every critical business function on a deeply Unified platform and now AgentForce has been introduced to every single one of those experiences. For the next few minutes I'm going to show you how every application. This is some of the finest fishing around but what does sales coach say about it? As you can see, Sales coach is letting you know what you did well, where you could tighten up your messaging, what you may have missed and maybe has been identified. Starting with sales cloud, the future of sales looks like humans and even better ways to handle objections. Now this is all very impressive but remember we're still talking about humans and agents working together. So it may not surprise you to know the agentic coach is so effective thanks to some human coaching. This powerful coaching moment is made possible by a prompt built in prompt builder. And this prompt instructs the sales coach how to behave, how to reason through the feedback that it's actually giving. It's been instructed to pull information directly from the opportunity record and from the agents together driving sales success. And this is where you can start to offload those tedious repetitive tasks to agents and empower your teams to be able to do high impact work that really drives the business forward. The account advisors profile and provide this highly contextualized and we start here because of the foundational nature of sales cloud and that's relations feedback. This is how our wholesalers can stay on top of their game and help their financial advisors to be far more effective for us, the customers. Now that's one advisor conversations and as the world's number one AICRM relationship is literally our middle name. But remember, wholesalers are responsible for thousands of these. So how do you scale this experience? That's where Tableau comes in. Now I don't know how many of you all wake up in the morning and opine over dashboards and the type of data that you need to swim through in order to get your job done. Whether that's you or not, this is a game changer because with Tableau next, not only do we have access to all of the enterprise data that know how important that is to your business success. Those valuable relationships that you own and cultivate are strengthened by transformative service experiences. Service cloud, humans and agents together connected across your business, but we're able to reason with that data and ask questions are delivering proactive service with a personalized touch which is how customers like Heathrow of that data. So as a wholesaler, rather than simply wondering which advisors in my network in my territory might benefit from the same type of support I'm giving Melissa, I can simply airport have Been able to realize a 40% reduction in their average call handle time. And when you ask AgentForce to help me do some of that reasoning, it analyzes performance trends and then delivers a targeted list of individuals that could benefit from additional training and engagement. This is beyond just business intelligence. This is business momentum. And this allows teams to no longer react. You can now respond, do this right. These transformative service experiences go beyond the call center and go beyond even your website and they meet your customers right where they are, whether that's on the work site, on campus. Refine your approach and scale with confidence from one advisor to thousands, from one key insight to entire clarity across your business. And with the power of agent force, you can turn that clarity into business action. To wrap us up, I'll turn it back over to our host, Patrick. Let's give it up for him one more time in their homes, maybe on the side of the road. Our friends at AAA Auto Club have cut 30 million minutes of time with agents that could have stood.
Thank you. Big hand for John, for Sanjna, for Alice. Incredible job. Okay, we're going to get you out of here. I know there's a lot of stuff out there we all want to go see, but just a couple things to wrap us up. So, I mean, it's just incredible to see how Salesforce has been evolving, how we've been able to bring all this together on one deeply unified platform. I think you can kind of see what I was saying at the beginning, that this changes everything about every process that we run and we're really excited for you to get started. But that's an important step between you.
And and roadside rescue. Now, how you stay connected to those customers is marketing cloud. This is your engagement engine and you've got agents ready to work alongside your teams to help you because you may.
Not know how to get started. I've heard this question again and again and we want to give you a little bit of guidance on that. Number one, we have this maturity model and you can go and find it on our website and it'll help you get set up on every step. But it just starts with build an agent that can answer a question, and not just any question, but a question.
To deliver high impact campaigns and personalized content and hopefully all that awareness that you drum up will then convert into purchases and you'll meet your customers.
Question about your business. Right. An LLM can't just answer a question about your business other than the public data it's trained on. But see if you can get it and answer a question about your internal business data. Once you've got that working, see if you can get it to take an action. See if you can actually get it to go out and execute an API call. Then you're really going to start to see the value. And then finally, once you've got that working, you'll have all the tools that you need to start building truly autonomous agents. The other question that I always get, that we very rarely address in these.
Keynotes, right there in their shopping cart and fortunately on the front end you'll have agents helping them and we always.
Get feedback that we should. And that's what on earth does it cost? And when we rolled this out the first time, we said how about $2 a conversation? And you all said that sounds good in some use cases, but in other use cases that sounds like it might get really expensive. Is that gonna work?
And so as personal shoppers on the back end, you'll have agents helping your teams with merchandising and buying, which goes right hand in hand with revenue Cloud. The entire revenue cycle has been agentified from quotes to contracts to billing. And it sounds already this week, or.
Maybe it was last week. Earlier last week we announced two new pricing models to help you get started quickly and confidently with Agent Force. We have one where instead of $2 a conversation which is a little opaque, what if you could just pay by action? So we said 10 cents per action. So you're only paying when Agent Force is actually going out and performing an action. And then we released another model as well.
All of this is being driven by your trusted data. Think about your data.
To really make it simple, what if you just want unlimited Agent Force usage? As many questions as you want, as many actions as you want for every user within Salesforce. So we released that as well. We now have unlimited Agent Force usage for every user in Salesforce with and.
The ways that you can now interact with with that data using tableau, an.
Add on per user. So this is incredible. Thank you. We're really excited about this, folks.
Like bots, they're accessing AI driven, powerful insights and data visualizations 97% faster. Think about the time and effort and.
You can scan the QR code to learn a little bit more. Okay, so with that we have a lot more outside. I recommend coming back in here at 1:00 clock to watch some of these keynotes like our financial services and our service cloud keynote. Go get hands on outside with AgentForce. You can play with it yourself and get hands on. And then finally I want to thank everybody for your attention today. And please scan that QR code and fill out the survey. It helps us get better. Thank you so much everybody. Have a great day.
Saved across your enterprise, multiplied across all your departments and your teams. Speaking of time savings, this is actually one of my favorites because I live and breathe it every single day. Salesforce literally runs on Slack. This entire experience, this world tour, was built and designed using Slack. This is where you bring all of your knowledge, your people, your data, your apps, your workflows together in one place to collaborate in real time, in the flow of work. And thanks to Mulesoft's out of the box connectors and API management tools, now you can empower your agents to take action anywhere. And that's including in your third party systems. So I know we have a lot of industries that are being represented here today. But regardless of what industry you're a part of, starting with our upcoming summer releases, we now have 100 additional industry specific skills and actions for agents available for you to implement right out of the box. That industry specific piece that's important because we have a lot of highly regulated industries, as Patrick mentioned, represented in the room, like health and life sciences and financial services. And so when you are in an instance where you have to navigate highly complex compliance and regulatory environments, that's when these types of skills and actions matter the most. Now, what might this look like in real life? We're going to revisit the story we've been following all day long and that's prudential. And to help us get ready for that demo, you can you help me? Welcome back our demo drivers, Callie and Lynn. Let's give them a big hand. All right, let me just help us to get set up here. So in Sanjana's demo, we saw an example of how financial advisors support all of us, the customers, with big life moments. And now we're going to zoom back out and talk about those teams that support the financial advisors, the wholesalers. As played by Alice Steinglass, the wholesalers. Just a quick refresher, are responsible for enabling the advisors with all the compliance, training, product knowledge and sales support they need to help. Advisors give the most sound financial advice. But they have to do this at scale. These wholesalers are managing hundreds and sometimes thousands of individual financial advisor relationships across across geographies and across time zones. No small task, but this is a great opportunity for AgentForce. So this is where AgentForce comes in and we start our journey in Slack. Now, for Slack users in the room, this may look Familiar. But we've got a really fantastic feature I want to highlight and that is a record channel. This is unique because of the deeply integrated nature of the platform. As I mentioned before, all of your CRM data can show up anywhere, allow you to take action, collaborate in real time in the flow of work. This is exactly that. And this record channel now gives wholesalers all the information they need on this entire network of advisors. No digging, no toggling, no swivel chairing from system to system. You just have AgentForce proactively serving up all of these key updates. And the key update here is a brand new advisor who's just joined this wholesalers network. Her name is Melissa. So we saw some basic information about her and her account details. But if we really want to get to know her on a personal level, we can ask the agent to pull forward some deeper insights. And this is where we can see her preferences, we can see her hobbies, we can see how she likes to take meetings. We can even see recent activity which might indicate an uptick and her client engagement. And from here the wholesalers can take action. You can log notes, tag teammates and maybe even schedule a meeting. And to get prepped for that meeting, we'll want to dig a little bit deeper. So now we've had this initial signal come in from AgentForce to help us lean in. We want to look at the data that's driving it. So we click over into Melissa's profile in financial services cloud. This is where your CRM data lives and where you can start to learn a little bit more about relationships. Because one of the first things we see is her distribution hierarchy. This is more than just an org chart. This is truly a strategic relationship map. So we can see all of her broker dealer relationships, we can see the branches she reports into, we even see the upstream teams that can influence her decisions on how she consumes her clients. We also notice that she's eligible to sell a new product. This is an annuity that's got updated benefits and with new benefits comes new messaging. And to shortcut the wholesaler's work, AgentForce takes on the task of starting to summarize all that information the wholesaler might need to effectively enable the financial advisor. This is a great example of agents unlocking capacity and productivity where this may have typically taken whole teams and maybe a few days she's got this snapshot information right here. The wholesaler could potentially take all this information and then deliver it to Melissa in the form of a deck, a one pager, maybe send it along with a supplemental knowledge article, which would be Fantastic. But with AgentForce, we can take this one step further because we might be able to land this a little bit more effectively with some virtual coaching. This is Sales Coach. This is a generative AI agent built right into Salesforce and it simulates the conversation between wholesalers and advisors. It analyzes the wholesaler's pitch and then provides specific feedback that's grounded in CRM data and the specific opportunity the whole seller is working on. Now, this entire process typically takes about 30 seconds to a minute. So for the sake of time, our demo drivers are going to jump in here and give you a quick example of how this might work. So let's all wave to Callie and encourage her while she lands her pitch and pay close attention. These types of expressions and gestures, this is what makes for a good pitch. I think this is some of the finest pitching around. But what does Sales Coach say about it? As you can see, Sales Coach is letting you know what you did well, where you could tighten up your messaging, what you may have missed, and maybe even better ways to handle objections. Now, this is all very impressive, but remember, we're still talking about humans and agents working together. So it may not surprise you to know the agentic coach is so effective thanks to some human coaching. This powerful coaching moment is made possible by a prompt built in Prompt Builder. And this prompt instructs the Sales coach how to behave, how to reason through the feedback that it's actually giving. It's been instructed to pull information directly from the opportunity record and from the account advisors profile and provide this highly contextualized feedback. This is how our wholesalers can stay on top of their game and help their financial advisors be far more effective for us, the customers. Now that's one advisor conversation. But remember, wholesalers are responsible for thousands of these. So how do you scale this experience? That's where tableau comes in. Now, I don't know how many of you all wake up in the morning and opine over dashboards and the type of data that you need to swim through.
