Dreamforce 2023 Keynote Highlights | Dreamforce 2023 | Salesforce

Welcome back, everybody. I'm Soledad o' Brien and this is Dreamforce. Today you just heard the main keynote. Everyone's an Einstein with data plus AI plus CRM and trust. We learned about the new Salesforce Einstein one platform powered by AI. So let's dive right in here. With me to break down all the innovations and product announcements are Jillian Bruce, principal admin evangelist, Corey Haines is with us. VP Financial Services, gtm Jody Innerfield, senior Director of Product marketing, and Carolyn Bathauer, VP of marketing. Welcome back, everybody. Okay, Carolyn, I'm going to have you kick it off. Top takeaway from that keynote.

Einstein One platform built into all of our applications, making work much easier for all of your employees. And really that connective data underneath, driving and powering all of those interactions.

Excellent, Jody. How does data and AI drive products?

Well, a company's AI strategy is only as good as its data strategy. So you need to have integrated and unified data in order to have powerful predictive AI.

And Corey, financial services, obviously lots of data there. Also lots of rules around all that data there. How does an industry like financial services think about a. I obviously trust. We've been talking about it all morning. I got to imagine that's the case especially maybe in financial services.

Absolutely sold out. I mean, 79% of companies are concerned about 59% of their customers don't even want to trust it. But what we're doing with the Einstein trust layer is really incredible. By reducing hallucinations, data masking, zero retention, you're going to see AI for our financial services firms really start to listen in and say Salesforce has something to offer. And we really showed it today.

So, Gillian, obviously you are the principal admin evangelist and the admin community is making many companies AI transformations happen from the inside. Walk us through what these announcements mean for the admin community, for the trailblazer community.

Yeah, Well, I think what's really interesting about the way that Salesforce is approaching AI is we're putting the human at the center of the experience. Not only the end user experience, but the humans who are going to be building these experiences for their companies. And so when you think about it, especially from a Salesforce admin perspective, these tools are really going to empower incredible productivity, not only for them. I mean, Prompt Studio, come on, this is going to be amazing. But it's going to enable their, their users within their organizations to be more productive.

Right.

Salespeople can spend more time talking to customers rather than writing emails. And that's just the beginning. It's Going to be very, very exciting to see what we do with this technology from a practitioner perspective.

Yeah, I think that's really true. Jody, what is the most exciting thing from your perspective about what you heard in the keynote?

I am incredibly excited about Einstein Copilot. This is going to be a way, a new entry point for customers and for employees to interact. Interact with Salesforce. Right. And using natural language, just like typing into Google. So it's going to be a game changer for how everyone, from an employee to a customer is using Salesforce, just using natural language. As easy as a conversation or a question that I have for Carolyn. I can now ask Salesforce and maybe not get as funny an answer, but I'll still get a great answer.

I'm curious from anybody who wants to tackle this, any big surprises out of this keynote? Was there anything that you were surprised to hear or that you're really interested in? What's going to follow up from the keynote?

I just think the trust layer is huge. You know, we talk about how trust is our number one value as a company and to really get behind the scenes of what that trust layer looks like when it comes to AI and Einstein. I mean, watching Parker walk through every single little detail about the trust layer and how it works, how it protects your data, how it pulls from LLMs, how you can put your own LLM to work in there, I think that to me was really, really interesting to see. And I also cannot wait to see the feedback from people.

Yeah, I really like the idea that it's not about just artificial intelligence, about being authentic.

What do you mean?

The platform is really bringing authenticity. By giving data and information to an agent about the customer, you're adding an authentic experience. So instead of just thinking about AI as some robot over there on the side, think about it as augmenting the conversation, making a richer experience, drawing the connection even tighter with the customer. And when that was mentioned, it really put a light bulb onto me that we're really not only giving artificial intelligence, but we're giving authentic intelligence and giving that ability to connect with the customer.

Don't make everybody change AI to authentic intelligent.

Rebrand. Rebrand.

What do you think was the most surprising thing that you heard in this keynote?

I think that I don't know if it's surprising that we're bringing declarative to AI, but it's really exciting. I know it warms your heart, doesn't it? I think something like Einstein Copilot Studio and the ability to customize your copilot to Customize that assistant that all of your employees and your customers can be able to interact with. But to be able to do it completely declaratively with no code is really incredible because it opens up what people can do with the platform. The other thing I loved was Tableau and being able to talk to Tableau in natural language to ask it a question, to get that data, like all of that data. It can be really hard as a business user to know which data sets you need to use in order to get an answer to your question. As a marketer, which channels are working best for a specific segment. Now I can just think, say that question and Tableau and Einstein will work to get me the answer. That's really powerful for me as a marketer.

And I think anybody who's starting out and really trying to figure out what their strategy is on AI, just make sure you understand our zero data retention policy. I think this is game changing for organizations to really understand that your data is so secure. And so those learning models, they're going to come and they're going to use your data, but you're not going to share that data with anybody else. So they're not learning from your company data and sharing it outside.

So how do you think about managing or walking that line between great customer service, leveraging all of that data, which I think even the customers are really interested in, but also the privacy, the security issues, which of course the customers are really concerned about at the same time?

Well, I think again, coming back to the trust layer, I think one way that Salesforce is really leading the charge in this space is that we have our existing trust layer that our entire platform is built on. Right. Trust is our number one value. And all of the things you're used to being protected with in terms of PII and keeping your company's data to your company alone should be the standard for all AI used in business going forward. And so I do think it's really interesting that Salesforce is leading the way in that space.

And I think Williams Sonoma was a perfect example because I shop with them.

A lot, same a lot.

And I'm always fascinated because I understand how the technology works is the product personalization that they deliver to me and not just when I'm on my phone, but when I'm in their store. And it's a wonderful experience. But I also know if I wanted to control that data that I'm giving them, I have that opportunity because I know they are a trusted partner. And so it's a really good Example.

Personally, I appreciate, by the way, the deep tease you did for the interview I'll be doing later. Thank you for teeing that up so seamlessly. Yes, go ahead, Jodi.

Personalization without being creepy. So in the state of Connected customer report, we found that consumers want to know what companies are doing with all of their data. We're not just going to get. Consumers aren't just going to give their data for free without knowing how you're going to use it. So there's a really fine line between personalization and, oh, this is a little too much. And trust is really the foundation of that. Being transparent about how, how companies are using that data is so important for, especially for the implementation of AI, but really for any time companies are leveraging customer data.

Well, Jodi, that's so important because in financial services, that's one of the big issues that customers say, I don't mind giving you my data. If you give me something back. It needs to be a reciprocity. And when you think about customers right now, especially in financial services, 53% of Americans can't really retire because they don't have the insights you have. Another 60% are living paycheck to paycheck. If you could take that data and personalize it for me and coach and plan and help me get where I need to go, I'm willing to give you that data because you're making my future that much more attainable. So AI is really revolutioning not just technology, but changing lifestyles, creating generational wealth, creating opportunities for more people. Because now you're in powered with the data that's already in the system and you're giving me feedback of how to get better.

It's pretty amazing to me that a year ago when we were, well, not right here, but we were kind of over there, like we didn't talk about AI at all. And now really, it's undergirding everything. I'm going to give you the last 30 seconds. Give us a wrap up of what you thought about that keynote.

Yeah, I loved it. And I think the thing that we need to talk about more and all organizations engage your employees. There are a lot of people who are passionate about this topic. And so as you're building your ethical AI strategies, learn from them, talk to them, and really build that strategy with the people who care about your organization.

Excellent. Thank you guys. I appreciate all of the insights.