Become an Automotive Agentic Enterprise | Automotive Keynote, Dreamforce 2025

Please welcome chief customer officer, Salesforce Industries, lashonda Anderson Williams.

Good morning.

I said good morning.

How's everybody doing? First session of the day. Well, let me first off start and say thank you. Thank you for joining the automotive keynote at Dreamforce. And before we begin the session, I want to start with a moment of gratitude and say thank you. Thank you to our customers, our partners, our trailblazers, the entire community. And whether you are in the room with us today or tuning in on Salesforce plus, we hope you leave this session absolutely inspired. We have an incredible agenda planned for you. We're going to share with you what we're building, where we're going, and how we're going to lead together in the future. You know, yesterday Mark introduced the agentic enterprise and we're going to reveal what that actually means for the automotive industry. And we're also going to share our agent force powered driver journey and how it can transform your business, how it can inspire your employees, delight your customers, and create some of the most sustainable relationships with your partners. And the best part of today, I get to say, is we have not one, but two trailblazers in the room with us today that will share their story. You know, we've been on this journey with a number of you for many, many years, and we've created some incredible automotive experiences. But the landscape has changed. There's more complexity, more expectations. Customers want more proactive engagement. They want you to meet them where they are. On the other hand, you're dealing with things like tighter margins and higher cost of acquisition of customers, and you can't afford to lose any leads. And we believe there's a world where you can have continuous lead conversion happening seamlessly in the background. Drivers also want more connected car services, but the specific thing they want is things that are tailored, hyper personalized, and that genuinely add value back to their lives. And in those moments, you want to be able to add value back to your bottom line. Your employees and your partners, they're already stretched extremely thin and they need an AI agent assistant that can help them focus on what matters most, which is building relationships and delivering exceptional values. And as a leader of these organizations, you're dealing with constant change and complexity. You need a platform that gives you limitless possibilities, that enables you to evolve as your business evolves. And this is why we're here today to share the automotive future. So let's talk about what we're dealing with today. If you look at the current set of experiences, these question marks, they represent friction, they represent frustration. And Uncertainty. Let's take sales, for example. There's so many influences on how and where customers buy, whether it's in a dealership, a showroom, or or direct to consumer. And customers expect that OEMs and captives show up as one single brand, regardless of where they engage. If we look at the finance part of the journey, there's still too many questions. What's my trade in value? What are my payment terms? And what are my financing options? And in service, it's fundamentally changing. It's no longer just about maintenance. You have to create customers for life. And using that opportunity to create maximum lifetime value. And one of the opportunities you have ahead of you is you have a number of large swath of connected car data. And that connected car data can help you create some of the most delightful experiences. And that's why we're here today to share with you how we can help bring you to the future. So let's talk about the AgentForce Power Driver journey. It wins every customer, it wins every lead. Regardless of where they engage. It creates unforgettable moments, meeting the driver exactly where that journey needs to be, removing the friction. And it augments your partners and your employees so they can focus on what matters most. And it activates insight. Using data and AI to create perfect outcomes, removing friction and uncertainty. And it automates every workflow, adding hyper, hyper, hyper accessibility to the data that you have today and giving you access. This is a future we're building for you today. But the good news is this AI agent is going to work 247 around the clock. It's going to give your teams access to information that they haven't been able to have in the years past. It's going to actually give them best next practices. It's going to make things simpler and more connected. And so I would ask us all in this room, with all of the transformation that's happening and all the friction your drivers are experiencing, what if this, in this disruption is an invitation? What if it's an invitation to innovate, an invitation to rise above, to break the barriers? This is what we're building today. But more importantly, this is a future. And we're building it with all of you so that you can create these unforgettable moments and using the innovation that we have here at Salesforce. Now I'd like to call up one of our great trailblazers who's actually doing this today. I'd like to ask Matt Swanson, digital software engineering at GM to come up. Come on up, Matt.

Welcome.

Lashonda welcome Matt. And I think you have a contingency here. Where is the GM team? They're quiet. Wonderful. So Matt, GM is known as being one of the best vehicle and driver based brands in the world. How has your technological transformation empowered you through this technology, empowered you to actually deliver on these experiences for the organization?

Absolutely. Lashonda, thank you so much for the invite today and I'm looking forward to sharing a bit around our overall digital transformation journey at GM from my perspective and I lead the commerce engineering organization at gm. I work very closely with my business partners and I look across all the channels that our customers engage with us at the company and working to define the most integrated method, the integrated ways that we can achieve what is a modern customer experience or what our customers are looking for. And that translates to. Back in 2022 as a company we got together and we looked at our CRM landscape and we looked at what we saw was a very bespoke, segmented business unit based implementation where we were able to operate the business but where we wanted to take the business. It wasn't a structure that was going to be adaptable to that. So within that we kicked off an effort where we looked across the major players within the CRM domains to see what was out there and who would be the ideal partner for us. And at that point in time we signed a deal with Salesforce for the Auto Cloud. We really felt like it was, it met the needs of where we saw the business going and what we wanted to do that ensued. Sort of a large scale digital transformation effort across all major business units within the company. Things like our Contact center and if you think about Contact center and automotive, you have customer support, you have dealer support, you also have a unique business that we have that's a competitive advantage with OnStar, those were very segmented implementations. We coined a term 1 CRM which the intention of that was to bring all of those businesses into one common workflow and one common data structure powered by the auto cloud. And we're really excited about where that's headed. Common workflows, common notification methods, ways of delivering integrated experiences for our customers that we couldn't basically in the past we looked at things like our loyalty space and just this year we kicked off a new GM rewards loyalty program all around recognizing our customers and rewarding our customers with the experiences that they deserve. We took a look at auto cloud and we took a look at loyalty cloud and I think this is the ecosystem of the adaptability of keeping consistency in data and structure, but being able to evolve the product to where it needs to go for our business. We married those two up. We incorporated Mulesoft, we launched that platform in about 11 months and we look at past projects that we've done. That was like a two year effort. So really excited about that and then rounding it out. Various other aspects within the company around retail, but things like global lead pipe, 4,000 dealers in the US making sure that we can integrate with 25 +CRMs with quality to get those sales. Things like our GM involved business, which is our fleet business, getting that into auto cloud and being able to drive KPIs there in New ways that we haven't before and then certainly newer business for us in the context of GM energy and our Europe business has really been exciting. So there's lots of irons in the fire. We're really excited about where we are today and a lot of great progress made in terms of getting our workloads onto the auto cloud.

That's wonderful. So you've centralized on auto cloud for this one view of the driver journey in the organization. That's a lot of data. You had to move a lot of systems, there's a lot of moving parts. How did you build data integrity quite frankly and trust with your drivers and your employees to make sure that the vision you had was actually able to be delivered upon.

So excellent question. All of those areas that I outlined, right. Like we did it all at once. Like we went through everything and went after it and said we need to act now and we need to act with speed and it needs to be turnkey. And there is a phrase of out of the box that would continually be brought up in any of these project efforts around replatforming of we need to be looking at what's best in class. We need to be looking at what the auto cloud offers. We want those more ideal experiences and change sort of maybe the ways of thinking within General Motors at the past into new ways of thinking across business units in an integrated fashion. So we did partner up with the Salesforce Professional Services organization in helping to steer us and I see Dave Gottlieb in the front, who's our vice president that's been leading the effort for us and we really appreciate the support there. But adapting the, the standard data structures, the out of the box tooling that would help us realize that vision. Absolutely helped with the steering as well as the shoots organization and the autocloud team with their roadmap. So extremely helpful. If I go back through some of those initiatives, things that come to my mind, that helped us move fast. Within the contact center we have the action relationship. The ARC Action relationship.

You've got more acronyms than we do, I think.

Yes. The component within the auto cloud that enabled us to create 360 degrees views of our customers and be able to replicate that over and over and over. Like build it once, use it everywhere. That was the theme that we had with that. Things like the omnistudio capability around delivering low code solutions at speed and increasing our velocity. Super important there as well. We launched 3,000 features for our contact center since we started. So tremendous speed from a loyalty perspective. Lots of data there. Partnership with Mulesoft, 5 billion records of key loyalty data that needed to be moved. And we did it fast and we did it with quality and we appreciate the support on that front. Things like if I think about our retail side of the business in Europe, it's a newer business for us and we need to move quickly. We did a test drive process, brand new in five weeks, really cool, really fast to market items like our global lead space. So we're building a global platform for all lead management across the globe for how we integrate with for instance our dealers. All the same way, 8020 rule, 80% common, 20% localization. Building those foundations and looking at the auto cloud and what it, what it brought to bear at the beginning has helped us to move fast and increase consistency and it's all sort of setting us up, I think in a great way for the future of where we see this business going.

That is wonderful. My last question is. You've already shout out to your Salesforce professional services team at Salesforce. I know that was a critical component of the partnership because your own team was going through a major transformation and focus on how you re architecting the environment. But can you talk about how that's now set you up for the world of the agentic enterprise where everybody's talking about using agents and putting this in a place where you can create automation. But more importantly, as we're here to talk about how do we improve driver experiences? How is this helping you get to that next phase?

Lashonda? Super, super important, right? I think we all see where the business is headed with respect to AI and it's coming, it's here. Right. And we need to be able to integrated in the right ways to operate our business. Foundational to that is unified and structured data and common processes. So the things that we've done now I think have laid a foundation for us in terms of our strategies as an organization. Where we want to implement and adopt AI in the right ways that are consistent with customer experiences. We appreciate, I would say we appreciate the partnership with Salesforce, the partnership with the professional services team, the partnership with the Auto cloud team, and helping us kind of shape and get to where we're at. And most recently We've done a POC with AgentForce. We're starting to look at it in the loyalty space, things that we can do to, let's call it automate the customer experience, driving recognition to our customers in a way that harnesses sort of the power of the foundation that we've built. So, really excited about the things to come.

That is awesome. Well, thank you so much, Matt, for the partnership, but more importantly to you and your team for the trust you've given us. And we cannot wait to enter the agentic era with GM and all of the great work you're doing for drivers. Let's give Matt a hand, folks.

Thank you.

These are the types of stories that we want to continue to share, but more importantly, the types of stories we want to build with all of you. And it's always a pleasure to have a trailblazer on stage with us and sharing their story, their journey, but also helping us build the future of automotive. Now, when I speak of innovation, I have to give a shout out to my next colleague, our next speaker. I'm going to ask Vijay, our VP of consumer goods manufacturing Auto, to come on stage to take it over. Welcome, Vijay.

Thank you. What an amazing transformation from automaker to a platform innovator. All with customers at center. For the past 26 years, we have had one singular focus to help you connect with your customers in a whole new way. And through all this change, our platform has risen to the occasion and we are incredibly positioned once again to help you meet your new demands. We will build our Future together with Agentforce360 platform, all with our automotive innovations. We extend our platform with the industry best practices that includes automotive industry best pre built templates, data model processes, workflows, data 360 for automotive, Slack for automotive and now agents. I'm thrilled to introduce agentic templates for automotive to you today. Now across vehicle financing, selling, servicing and many more, we are introducing agentic templates where you can deploy these agents and help your human teams work better and smarter. And we'll do the heavy lifting for you. That's not all. The beauty of a platform is it's flexible and extensible. Which means while we build and deliver the out of the box templates, for you. You can customize and extend it whatever you would like and this fosters innovation at a very rapid pace. Now what you see on the screen are just a handful of use cases which you all in this room and beyond are either exploring or using with the help of the Agent Force 360 platform. This is incredible. What we are doing today by deploying agents is actually transforming the future of vehicle subscriptions, financing, selling and many more. Now all of you I'm sure agree and understand that AI agents today are solving many of your employees biggest pain points. However, our research shows that just like your employees, your customers are looking forward for the AI agents to help them across the entire journey. Maybe it is driver, vehicle purchasing, buying, sales, finance, across the end to end journey. 61% of the automotive customers are looking for an AI agent to help them select the best car for their needs. 64% of the customers are looking for the agents to help clearly explain the terms and conditions for buying or leasing the vehicle. And not just that, 77% of the customers would like an agent to help validate the accuracy of the mechanic service suggestions. So the promise is huge and the business value is already very, very clear. Some of our automotive customers who are using some of these agents are already telling us that it's helping us to improve their productivity, to reduce the cost and more importantly to respond to the employees and customers faster. It's like never before with this. Let me introduce you some of the innovations what we are providing you today. In June this year we launched Agent Force Automotive Sales that includes sales, concierge, dealer search, inventory management capabilities and as we speak we are introducing the trade in appraisal processes as well. That's not all coming soon. We are extending the inventory management capabilities with inventory based selling as well. Now what if I would like to show you this amazing product showcase out there in action. So let me introduce my colleagues, Devon Plyler, principal solutions engineer and Michael Marshall, Principal's account solution engineer to walk through and showcase this amazing product. Over to you Devon.

Thank you Vijay. And thank you to our team of product engineers and demo engineers for bringing this demo to life. When I bought my car, the salesman at the dealership told me that he prefers to work walk in leads over some of the third party lead referrals that come online. His feeling was that the folks that were already in the dealership were inherently more qualified. But what if we could convert even more leads by using enhanced data that we capture on our consumers to understand which of those online referrals are the most likely to visit a store. This is what Electra Motors started to do recently. Electra Motors wanted to use website engagement information to understand their customers better and to provide a more engaging experience. And Electra did this by providing an AI based personal concierge for website visitors. This AI based concierge is able to engage website customers like Wendy. Wendy's been looking around on the site, viewing certain types of products, and our AI concierge is able to offer her some assistance with her shop. It offers to help her compare some of the vehicles that she has visited on the website. And she says that I'm still comparing vehicles and I'd like to learn a little bit more. So our AI based concierge engages her further by offering to help her compare vehicles based off of recent buyer reviews with a short summary of the different products on the website. We can now offer Wendy to further compare her products by offering her a test drive. And Wendy simply has to accept this offer and then begins to engage with the brand even further. So in order to get started with booking a test drive, our agent asks her for some information. And instead of filling out a form, because who wants to fill out a form anymore? When we can engage in intuitive conversation with AI based agents, we can capture any of the information that she might have provided through a form submission right here through our conversation. So we give some basic information and it asks her what day she would like to come in. And she says, I'd like to come in right away. And then in the middle of her conversation, she actually is like, well, I actually have something going on today, I can't do this anyway. And this is when she leaves the site. Now, in the past, this is the type of interaction that we may never have been able to follow up with our customers on. We might have lost this lead, but not with the power of AgentForce and Automotive Cloud. Now we're able to capture Wendy's information from this website Visit in our Driver360. Let's take a look. So now we've captured all of the information from that interaction on our Driver360 profile for Wendy. We have a feed of what she's done on the website, including the amount of time she spent looking at certain product pages. And we also see that she was interacting with an agent. These are the types of interactions and behaviors that we can use for scoring around likelihood for conversion. So we can see that based off of the amount of time she spent with the agent and the amount of time she spent on the site, that she has a Propensity to buy score of about 73%. We're also able to understand based off of some of the products that she was looking at what her potential value could be to this dealer. And we're able to capture not only her potential customer value of around $23,000, but we're even also able to track her digital garage with some of the products that she was viewing online. In some more related information, we can see some of the information we got on the lead, we're able to see her contact information and we also see a draft appointment. And because we've captured this information, we are seeing a next best action on what we can do to make conversion for this customer more likely. One of the first things that we can do to improve conversion is we can add Wendy to a marketing journey around a appointment nurture. This is going to remind her to finish booking that appointment that she started with our agent. The other thing that it's recommending in terms of increasing likelihood of conversion is passing this particular record to a dealer for follow up. And now using the power of agentforce for automotive, we can summarize the interaction, summarize the information that we have aggregated and we can pass that to the relevant stakeholders all through our agent within Salesforce. Our automotive agent is going to take that same summary of our driver360 and create a snapshot view of what we can do for this dealer. And this is important because when we pass information to dealers, it's important that they get up to speed very quickly. This is going to take some of the information around the amount of time that she spent looking at products and looking at that dealer website and give a summary for that dealer so that they know what to talk about with Wendy when they call her for that visit. Now it's going to say, do you want any help finding dealers near Wendy? Based off of some of the information provided, based off of the zip code that she provided, we can figure out which is the most appropriate dealer to route her to. Now we can summarize some of the information around this dealer in our network, including preferred contact information and their method of correspondence in this case with this dealer. At Dream Dealers, we have a Slack channel where we can collaborate and share information with this particular dealer. So now our agent is going to.

Offer.

Do you need any help assigning this lead to our dealer? And we're going to say yes. So this is all the power of information and LeadPass with Salesforce, of course we can do this automatically without anyone internal having to get involved but that's how agents can assist the productivity of internal users. Now we're also able to see right here within Salesforce that correspondence back and forth with those dealers right through Slack in this embedded feed right here on my page. This is what it looks like when you're looking at this from Salesforce. But let's see from the dealer's point of view what their experience is. Now. This is our shared collaboration space with this dealer. And we're able to see that there is a current marketing journey that is nurturing a segment of customers on the dealer's behalf. We're taking all of the data from customers like Wendy and we're saying everyone who has a draft appointment, everyone who's still being qualified, and everyone who's within 25 miles, let's put them on this appointment nurture campaign to get them into the dealership. We're also sending the dealer personalized individual information so that when they call Wendy, they can have a more tailored conversation. We're giving them the contact information as well as the tools to call and book that appointment. And it's inclusive of that driver summary with some of that data that our agent Force helped us summarize. And that's how we can ensure that with the power of Salesforce, no lead is slipping through the cracks. Back to you, Vijay.

Thank you. That's an awesome demo. Well, what you saw is for the first time an agent helping the human teams and complementing their work wherein you're able to catch and convert the lead even before falling through the cracks. And that's amazing. Now, having taken care of vehicle sales, we need to ensure that the financing isn't a blocker anymore. And we have a solution for that. We wanted to make vehicle purchasing very, very easy. And for that, in June this year, we have introduced AgentForce templates for vehicle finance management and collections assistance. The beauty of our industry innovations is that we were able to take the best of financial services, cloud, in this case digital lending and collections to help drive the automotive captive finance innovations better and faster. What if if I were to say that now with these innovations, buying a vehicle is just as easy as buying a phone. Well, this is not the vision for the future, it is a reality. Now let's take a look over to you, Devon.

In auto financing, the most important things for consumers is flexible payment options and a faster process. So what if an AI based concierge could help your consumers finance on their terms? That's what Electra Captive started to do. And our agent remembers where Wendy left off. In her journey. And it's offering based off of some of the information that we remember about what vehicle she was interested in to create a personalized financing plan for her vehicle purchase. So she says, yes, let's figure out payments and figure out my financing plan. Now our agent's going to confirm some of the information that's already on file for Wendy. We don't want her to enter any information that she's already provided. So it's simply going to ask her to confirm some of the information that we already have and she can say that's correct. And now we can ask some follow up questions around preferred down payment and financing terms. Anything that you might ask a consumer around Q and A as part of an application is something that we can have and ascertain through our agents. Now we can talk a little bit about periods and terms and financing. And it's also going to ask if we want to create a trade in as part of the financing for this vehicle. And using vehicle identifiers like a license plate or a VIN lookup, we can call out to vehicle valuation services and create an estimate for Wendy about what her potential trade in May cost. And we can put this towards her application on financing. And again, this is all through Q and A. We can even have this type of experience for dealers that might be sitting in person with a customer like Wendy working through a financing plan as well. So now we can simply work with Wendy to confirm the information that we have aggregated. And all she has to say, I'm ready, let's review. And it's as easy as that for consumers to capture information and submit with the power of an AI concept. Now let's go ahead and take a look at what this looks like from a captive agent perspective within Salesforce. All the information that we worked with to get from Wendy on the agent side we've captured through this application. We're able to see her financing terms like the requested amount based off of the vehicle that was listed in her digital garage. And we're able to capture her requested term and down payment amount. We're also able to track any corresponding lead and opportunity information if we want to work with loan and financing providers on behalf of Wendy throughout this application process. On the leadpass and Opportunity Pass side on our application details, we're able to understand a little bit more about her preferred terms for the different auto loan products that are being offered. Again, we've captured her trade in details related to the vehicle information that she's provided. And as we work with third Party stakeholders to finance her loan. We can track them with this application as well. And as we move Wendy through the financing process, we're eventually going to set her up with a financial account. And the beauty of financial accounts is it works just like anything in your customer 360. We can capture all the related information as part of the comings and goings of Wendy's financial account. Under statements and transactions, we're able to track balances issued to Wendy and statement and payment due dates. We're able to track the transactions that have been made in and out of certain types of accounts. We even have a timeline for chronological orders around when statements have been issued, upcoming payment due dates are established and when those payments have been made. And in this case on this financial account, we actually see an alert. This is a request from Wendy that she submitted. And this is very common in captive scenarios where someone wants to modify their payment schedule going forward. Again, a lot of folks get paid on the 15th and 30th of the month. So Wendy wants to ensure that when she's paying off of her car loan, she has a payment schedule that's aligned to her income. So she's submitted a request and a captive agent can easily help her with that. With the power of AgentForce, using the power of agent force, we can simply make changes downstream around Wendy's financing profile. In this case, I'm going to ask agents to modify the payment due date and the agents will ask me follow up questions like what date do you want to modify the due date to? And then we can say the 18th. And now what's happening is we are going to check the eligibility for Wendy to modify that payment due date. We want to make sure she doesn't have any outstanding due dates or late payments. Right. And so she's in the clear. It's making a recommendation to the customer or to the, to the captive agent. The captive agent simply has to confirm the details to move forward with the request. Now this is agentforce. These are templates. You can make this work for whatever your desired process is. So if you wanted to extend this capability for Wendy to do herself, we could easily do that. And if there are other systems that need to get involved as part of this update process, we can automate that as well with the power of agents. And that is how we can use the power of AgentForce to help customers finance on their terms. Back to you, Vijay.

Thank you. Well indeed, with this product demo, I think it's very clear for us that purchasing the car is very, very Easy. Now, we have seen the sales reimagined, finance reimagined. Now how about the third critical pillar that is service? We are introducing Slack for automotive. Now, in this context, Slack will be the operating system of the service work seamlessly interacting with agents. We are bringing in proactive maintenance right from connected service with remote actions to dynamic assessments and more importantly, seamless returns and recalls. Now, whenever we are purchasing a car, it's unavoidable that there will be a service. Now how is it that we can take this opportunity to actually delight the customer? So what if an issue can be created that's kind of turned into a customer for life? Let's see it in action. Over to you, Devon.

Now, we already saw the power of collaboration on the sales leadpass side. But what if it was that easy to pass service leads to dealers as well? Now, getting information from dealers is a challenge, especially around the warranty process. But what if we could guarantee participating dealers first pass at service leads when we capture information through connected car and push them alerts around service scenarios, this is what we can do for our dealer that we're working with. Let's see what it looks like in Slack. Now, this is our collaboration space with this dealer. And this dealer has just received an alert from a connected vehicle. We are using information that we are getting through actionable event orchestration through automotive cloud connected vehicles. And we are listening for signals that then we can take action on, which is in this case, an alert to the dealer. So they're seeing that there is an alert for a fault code for a vehicle that has been registered at their location. And they also see a quick summary of the vehicle, details of the vehicle in question for that alert. Now, the first thing that I want to do as a dealer is I want to understand this a little bit better so I can use a diagnostic assistant to help me understand what is going on with this particular service incident. And our agents that we build can be deployed to different types of experiences, like we saw externally with Wendy, internally with our captive agent, and then here for our dealer. So using a diagnostic summary, we can capture all the vehicle information not only with what's going on in our connected car around fault codes, current mileage and information that we're collecting there, but any information that we've captured in Salesforce, around vehicle service history, open cases, etc. This is summarizing all the information, including warranty coverages. So now the thing that I want to understand, now that I have a quick diagnostic summary of this vehicle is all right, well, what do I do when I see this particular fault code that is listed as an alert for this vehicle? And now what we're able to do is we're able to use our owner's documentation to surface a summary of what needs to happen when we see this type of alert. So this fault code typically indicates a battery issue with vehicles, and it's recommending that vehicle service work on the battery take place. Now, my next question naturally is, is that covered under all the warranties that we're tracking on this vehicle? So we can use agents to understand based off of the existing warranty coverages that we're capturing on our vehicle360, whether or not that fault code is covered by current coverages. And we can now see that based off of the vehicle's existing warranties, 100% of parts expenses are covered and 50% of labor is covered. Now my next question is we just sold this vehicle, why is it having a battery issue already? So now we can use our diagnostic assistant to try to understand why the issue is happening. And what's happening in the background is our diagnostic assistant is looking at collaboration that's happened internally with engineers that discovered an issue with batteries that are being used with older charging models. And it's referencing this dealer towards the source of that conversation. Based off of an engineering swarm, some engineers discovered that sometimes when older chargers are used with newer batteries, the battery can experience degradation more rapidly. Now this is helpful for the dealer's research on how to prepare for that service visit. But how do we take this thread of information and generate a customer facing recommendation based off of that kind of information so the dealer can have an impactful conversation? So our diagnostic agent is asking, do you need help creating that recommendation? We can answer in the affirmative. And what it's going to do is take that collaboration that's happening back and forth. It's going to explain why that battery service is needed. It's going to make a recommendation on a potential upsell because in the thread they discovered that it might be helpful if the customer had a new charger. And then it's also taking a look at some of the existing warranty information and recommending extended warranties based off of expiration dates. So this is how we can use the power of collaboration and our agent force for automotive to create the right types of recommendation that keep customers loyal for life, even through service scenarios. Back to you, Vijay.

Thank you, that's awesome. Big round of applause. Now what you have seen all through the vehicle finance servicing and sales journeys is truly an agent force powered driver journey. So what it means is just to summarize together, Agent Force for Automotive Slack and the Agent Force360 platform can power the driver journey which is more efficient and more personal than ever. So this is truly an agent force driver journey for you. And with this I would like to take the opportunity to invite Rajini Sinha, Senior Director, Industry Solutions and Strategy, to walk through the next set of innovations. Thank you.

Thank you Vijay. Having spent more than 20 years in an OEM, I have seen firsthand how complex it is to launch a new vehicle in the market. Hundreds of applications and systems, thousands of decision points and collaboration across all the different business units to make it a successful launch. With AgentForce360 for automotive, our aim is to bring forward industry specific apps, processes, data, models and agents so that this whole process can be seamless and efficient. As you saw in the demos. Let's see how Sony Honda Mobility is doing just that with Salesforce. Welcome Takakura San. Hello. So could you share a little bit about you and about Afila?

Sure. First of all, thank you for having me. It's great to be here at Dreamforce and meet everyone from automotive industry. I am leading network service development at Sony Honda Mobility covering cloud platform, web apps, mobile apps, supply chain and customer service solutions. And Afeeda is our new EV brand and our first model will be delivered in California in 20. The Fila has our own advanced AI features like Fila Intelligent Drive or Fila Personal Agent. And you can see the vehicle and the demo at Fila Studio which we have in Santa Clara and la. And we are building our own cloud platform which manage customers and the vehicle data and keeps vehicle software continuously updated. And we are moving from simply selling a car as a hardware to creating direct to consumer connections and managing the entire customer journey beyond the delivery of the vehicle.

Wonderful. So Ms. Takakura san, you know you've heard that agentic enterprise is something that we have been stressed so much in the Dreamforce. What does Agentic Enterprise mean to you?

Okay, so I come from IT and consumer electronics industry and I experienced a big shift where the value of the product moved from hardware to the software and to continuously delivering a new value through network services. So software, data and AI changed everything in consumer electronics and same shift is now happening in automotive industry. So that's why we believe AI is so important in mobility as well. And we can, based on data we can provide a customized driving experience for both drivers and the passengers. And also as a mobility tech company, we are actively using generative AI to make our development process more efficient. We are building an environment where the technical documentations or GitHub or UX UI specs or issue tracking are all connected through MCP servers so engineer can work directly with a coding agent from their editors. And our goal is to build a seamless workflow where the agent can support implementation or deployment or testing automatically. So in short, AI is key to better mobility experience and more efficient development.

Excellent. And finally, could you share how AgentForce in your how AgentForce could help you meet some of your vision of what you want to do in Sony Honda Mobility?

Sure. So in customer service we are fully using Salesforce and we connect our cloud platform with Salesforce Automotive Clouds through mulesoft and we are building after sales and repair center solutions. We also use a marketing cloud and data clouds to manage leads and handle test drive bookings. And we are currently testing AgentForce to handle various customers requests from basic product information to making reservation or order or after sales service bookings. And we also see potentials for agent Force to help us with warranty checks or invoice checks, or even suggesting similar repair cases when customers describe a problem. So yeah, we believe this feature will help us improve customer experience even more and we look forward to continuing working together with Salesforce.

Thank you. Thank you Mr. Sagab Kurasan and a big round of applause for him.

Thank you.

So you just heard how Sony Honda Mobility is using the full power of Salesforce to improve their customer experience. But our innovations do not just end with OEMs. Our aim is to connect the whole automotive ecosystem as you saw in the demos. So you could be retailers, you could be captives, or you could be mobility service providers. We want to empower you so that you can reach out to your customers in powerful and new ways. Our data model is also very robust. So you can be a fleet owner or you can be in the aircraft business. You can be an rv, manufacturing or dealer, groups, motorsports, marine assets, you name it. Our roadmap and our existing data model supports all those industries. We'd like to introduce two new announcements today so you know that all of this we cannot do alone. Our aim is that we get you most of the way there with our standard data models and apps and processes. But we know that you would like to focus on building the differentiation. We would not want you to do all these things from scratch. So what we are doing is building partnerships in areas. For example in the dealer space, we launched a few months ago an ISV partnership with CITNOW to address the dealer needs of the European market. And today I would like to share with you that to address the needs of the North American dealer market. We have a partnership with Dealer Cloud and more details will come early next year, so stay tuned for that. We continue to engage with customers and partners and we are getting feedback from you, your voice of customer that is helping us shape our roadmap. Your successes and your challenges are what influences us. And so beyond the few releases that you just heard about, we are looking at what should come next and we are focusing on in sales, finance and service area, for example fleet sales, repossessions. We are also looking at funding and then we are looking at the service workbench, how we can meet the fleet maintenance needs and so much more. So we look forward to these continued partnerships. Please keep your feedback coming and welcome back. Lashonda.

Thank you so much Rajani. Well, as we close out, I hope you are as inspired as we are about the future and the opportunity ahead of us. And I want to be clear, we are absolutely committed to the industry. But more importantly, we're committed to helping you drive the best experiences for your customers, drivers and your dealers. We're built for high impact with our pre built templates. They're designed to get to value fast. We're built for the industry. We're bringing the data model so that you don't have to do a lot of that work. And we're built for the business and trusted by it so that everyone across your organization has an agent assistant so that they can do their very best work and creating incredible experiences and building the right relationships. So my question to you is what can AgentForce do for you? Find those moments of friction, find those moments of opportunity, but find the moment where you can delight a customer experience. And we want to partner with you. And lastly, we are literally on the journey with you. The QR code that you see here on the screen is for a free trial. Give us a literal test drive. And while you're here today at Dreamforce in this week, check out our sessions, our workshops and our demos and and let us know how we can help you create the most experience best experiences for your customers and your dealers alike. Thank you so much and have a great rest of your dream force.