Einstein - "Be a Customer Trailblazer" with Marc Benioff and Special Guests | Salesforce

Parker Harris, our co founder and cto. Here he goes. Parker, welcome to Dreamforce. Parker Harris.

Thank you.

Parker. Parker. Parker, welcome to Dreamforce. We're so excited, so, so, so excited that you're here.

Thank you, Mark.

But, Parker, I need to ask a question.

Yes.

Where is your Einstein outfit? Parker. Come on, Parker. Who wants Parker dressed as Einstein? Come on, Parker. It's backstage. You can put. Come on.

No time, no time. Now, Mark, I did try to get.

Traveling the whole country getting ready for this.

Listen, listen, I tried to go to your costume maker, but I couldn't fly to Paris to Berluti to get it done. Sorry.

Boy. Well, we're gonna call them to get it done for you. Come on, Come on.

But I am so excited to be here, to be the one to be able to talk to all of you about Einstein and Mark. When we started Salesforce, we went for inspiration back in the consumer web. We went and said on Amazon, why can't Salesforce automation be as easy to use as buying a book on Amazon? And when we did Einstein, we did the same thing. You and I went back for influence, back for inspiration to the consumer web. And here's what we saw. I want all of you to understand that artificial intelligence is actually all around you and it's helping you every single day. It's helping you on Amazon right now, giving you predictive recommendations. I know you shop a lot on Amazon. All this Amazon, all this addiction are sending all this stuff to your house on your phone. You're talking to your phone and you're like, of course I'm talking to my phone. You're talking to Siri. Yeah, hi, Siri, can I get an Uber? And that's just. Yeah, of course. That works. That's artificial intelligence helping you get an Uber cab on Facebook. I used to have to tag my own photos. You had to tag your own photos, too. Even photos like that one. Yes, I know. The costumes of yesteryear. But don't worry, we got something up our sleeve. Don't worry, don't worry.

Nothing replaces the costumes.

Nothing replaces the costumes. Thank you. We'll take a moment of silence. But even facial recognition is now driven by artificial intelligence self driving cars. And so we said, hey, consumer space is making the world better. You and I can make the world better for everyone here in this room, everyone online, in their businesses. And we said, we're just going to bring artificial intelligence to all of you. But that's not what you asked for. You asked for intelligence. You just wanted to be smarter. You just Wanted to work smarter, work better. And so we got to work, and we went and found a bunch of data scientists, and they were hard to find. There's a world shortage of data scientists.

There's a world shortage of data science. And programmers, too.

And programmers, too. But even harder to find those data scientists.

Absolutely.

Right then we realized we had to get all the data together and integrate it and model it. And many companies have tried this. A lot of large corporations in the room are trying this, and they're doing it. But it is hard. And what I pride myself on, what we did when we started, is we want to make it easy. We want to take all the complex things in the world and make it simple so that you just get what you need, which is intelligence. Now, that's really, really hard, Mark. It is really hard. Can you just. Let's walk back here. You good?

I'm good.

You're happy? All right.

What's going on, man?

I'm just trying to help you.

Yeah, I can see that. You brought your costume. Movie a lot more.

I wore the socks. This is good.

Yeah, the socks are really not enough, actually.

So we turned. Mark's been talking about Einstein, quotes from Einstein, and we got influenced by Einstein. And we looked at Einstein. We said he did something really, really amazing. Really amazing. He took this complex world that he saw, complex universe that he saw, and he translated it down to a simple formula, E MC squared. And I said. I was talking to Einstein. I was saying, einstein, that's great. Yes. I was talking to Einstein, getting a little crazy. He and I were having this conversation, and I said, einstein, can't I get a formula myself? Can't I get a formula for artificial intelligence? And you guys think I'm crazy that I'm saying this, but it's really, really true. So I'm going to bring Einstein out here right now. How'd you guys like that? You want me to do that? All right, let's bring Einstein out.

Everyone wants to hear from Einstein. Whoa. What's happening?

Whoa. Einstein.

Hey, everybody.

Welcome, Einstein, to Dreamforce.

Einstein. Great to see you.

Everybody wave to Einstein. Hi, Einstein.

I love you here. This is great.

Awesome to have you here, Einstein.

Really awesome.

He's shorter than I remember.

Well, yeah, I thought he was a little taller myself.

It's all right. Don't be offended, little guy.

He's got a flat.

All right, look, he's so excited. He's waving his flag. So Einstein and I started talking, and we were working on this formula. The formula goes like this. Get all your Customer data. We've been doing that for years. 17 years. Your accounts, your contacts, your opportunities, leads, even your custom objects. But AI loves more than that. And then you got AI as well. So your customer data and your AI, Right. Artificial intelligence on that data gives you these insights, makes you smarter. But the beauty and the power of it and the magic is that we also have the beauty of that Salesforce platform, all three together. Customer data, plus that intelligence from AI, plus the Salesforce platform, makes it the world's smartest CRM. He understands it. He gets it. He gets it.

I figure if I do what he does, maybe I will get a little smarter. I don't think.

Look, he's laughing. Einstein. Einstein, it's okay. Don't laugh at Mark because he gets offended at that. He gets offended. All right, let me crack it open and tell you what we did, Mark, because you may not totally understand it.

I don't.

Step one with the data is let's capture it. Let's capture your accounts, your contacts, as I said earlier, all your data that we've been doing for 17 years. But other data, like your calendar data, your social data, your IoT data, email, and then feed it to those algorithms, feed it to the natural language processing, machine learning. He and I worked on that. Okay, that's great. And Einstein and I got so excited. Like, we're done, right? We're not done. Because those insights, why are we doing it? Why I'm up here talking about this? We're doing it because we're going to use artificial intelligence to change the way you work, to make you smarter, to guide your sales, to assist your service, and to empower your marketers to be your best. To be your best. Now, is it something separate? Did we go off and acquire these companies and build our own technology and do it all off to the side? No, Einstein, we didn't do that. What we did, let me start to explain it first, is we built it into our platform. But check this out.

I don't see Einstein in the platform.

He's not in there. He's not in there.

Einstein.

Hang on a second. At the base layer, we have our trusted multi tenant kernel. I know you're impatient. Just wait a second.

I am impatient.

Trusted multi tenant kernel. You got all your data securely managed, all serviced through that UI of Lightning. That's amazing. Sales service marketing in your apps. Now Einstein's on stage here with me. He's separate from the platform. But what I'm going to do is this magic trick with this.

Wow.

He's Going to use his secret formula to crack open a black hole. Einstein, why don't you get back into that platform?

Bye Einstein. Have a good trip everybody.

Wave goodbye.

Bye Einstein.

Bye. Woo hoo.

See you later. Wow.

That's pretty cool, huh? That was pretty cool. So the point of this is that Einstein is not a separate platform. We did not build a separate AI platform. Why would we do that? We built it into the Salesforce platform. So it's right there with your data and it's also right there with that lightning experience surfaced into all the applications you know and love. Sales, service, marketing, your platform, all of your apps. And what does that mean, Mark? I'll tell you what it means.

What does it mean? Part of it.

I'll tell you what it means. It means that Einstein is everyone's data scientist. Everyone's data scientist. So in the sales cloud, what's it going to do? It's going to make you smarter as a salesperson. It's going to guide your sales with features like predictive lead scoring and opportunity insights. Service cloud, you're gonna be smarter if you're a call center agent because it's gonna automatically route the cases to the right person in your call center.

So let me get this right. Now that it's in the platform, it's gonna start to come up through all the apps.

That's right.

That's pretty good. And if I'm a programmer, can I also get at it and start building my own apps?

Of course, because of that secret formula, AI and your data plus the platform, it's got the power of the platform. So also in the app cloud, you can also use it. If you're a developer out there, an administrator or a developer, it's right there for you. Even our brand new cloud, the marketing cloud, has it built in. So you get those Amazon like really cool recommendations now.

Parker, I'm not awesome.

Thank you.

Hey everybody, Congratulations to Parker. Yeah, that's a huge accomplishment.

Thank you, thank you.

Yeah, that's great work.

But I'm not the genius that did it. I can't take credit.

That's true.

I'm pretending I'm here to be a data scientist. I'm not a data scientist.

Neither am I.

Neither am I. But we have a brilliant data scientist here, One of our best employees, Shubha Nabar, PhD. Please welcome Director of Data science.

Congratulations. Shubha and Einstein. Well done, Shuba.

Thank you. Biker.

Welcome. So tell it, tell us your story.

And also congratulations to our whole team as well.

Yeah, the whole team.

It's just Incredible what you guys have gotten done. It's just awesome.

Thank you.

Yeah, well, you know, two years ago, we were this small team of five people in the basement with a big vision. And to see that vision come alive in the largest tech stage in the world is simply exhilarating. I can't wait to show you what we've.

All right, Shuba, take it, take it away. Take the Dreamforce stage to everyone. Welcome, Shubha.

Thank you.

All right, so here's the brand new Windows 16 Lightning homepage. And as you can see, there's Einstein on the homepage now. So let's click on him to configure our data sources and get started. Now, this is all the data that Einstein is looking at. It's looking at my CRM data, my accounts, contacts, leads, opportunities. I can even get it to look at my custom objects, which is data that's very custom and to my business. It's also looking at my calendar, email, and social data. And I think we should all take a moment to appreciate this because before Einstein, businesses had to get together a team of data scientists and data engineers to wrangle all this data from all these different data sources, process it, transform it. But now with Einstein, you just configure the data you want to use. And if you want to add a new data source, it's asked simple as just pushing a button. So let's just push the button and turn on Google Calendar. And now suddenly we have many more events in our system. Now, what Einstein is doing behind the scenes is it's processing this data, it's learning patterns, and it's making predictions about the future. So let's take a look at some of the insights Einstein has discovered. The very first thing Einstein brings to my notice is this opportunity where a competitor was mentioned. Now, you may not know this, but I never told Einstein who my competitors are. Einstein is smart. It just figured it out on its own. It looked at my entire history of opportunities in my emails, figured out my competitors, and now it's surfacing this tweet where a competitor was mentioned. Not only is it doing that, it's also urging me to take action. It's recommending that I call, email or message the opportunity right away. Now, my theme doesn't just deal with opportunities, it also deals with leads. So let's take a look at the second insight. Einstein has surfaced a hot new lead, Mary Beckham, and she has a score of 82. That's a really high lead score. And the interesting thing here is that I never told Einstein anything about my business. I never told it that I normally sell to electronics enterprise companies. It just figured it out from my data and it surfaced. Mary, because she's a decision maker at an electronics enterprise company, and more importantly, she just recently viewed the product demo on my website. That's a really important signal. And again, it's something I didn't have to tell Einstein to look for. It just figured it out from my data. I can send her an email right away, but I hate writing emails and I have to write so many of them every day. Wouldn't it be awesome if Einstein just automatically wrote my email for me? Yeah, well, that's exactly what it does. It looks up information about my lead, it finds a good time on my calendar to speak to Mary, and it crafts this email. And I could tweak the email if I wanted to right here, or I could just send it and I'm so much more efficient. Now that's just one lead. But what about the hundreds and hundreds of leads I have to go through every day? Can Einstein help me with those? Well, let's take a look. So before Einstein, I didn't really have much guidance on how to go through these leads. I could sort them by email, by company, industry, alphabetically. That would have been terrible. But now, thanks to Einstein, I have this lead score. It's a single number that represents the value of my lead. How likely is this lead to convert and I can sort by this lead score and now focus all my attention on the most high value leads. And so Einstein has kind of taken the guesswork out of prioritization and it's made my whole team so much more efficient. Now, every business is unique and has its own way of dealing with these leads. So wouldn't it be nice if I could take this lead score and use it to route my leads to the right people on my team? Well, because Einstein is just a part of the platform, as Parker said, we can use this field just like we use any other field in the platform. So let's see how we would set up lead routing. Now, this is where you can configure Einstein. You can configure all the data sources that it uses, and you can configure Einstein across the platform because Einstein is powering intelligence across the platform. So we can configure it for our sales leads, our service agents, or our marketers. And let's go ahead and set it up for, for our sales professionals. So this is the lightning process builder interface, and this is where we can set up Workflow rules to route our leads to the right people. So for instance, we can take all the low value leads and send them to a part nurture campaign, our mid range leads, and route them to our inside sales team and take our really high value leads and directly notify the ae. The cool thing here is that because Einstein is just a part of the platform, we can use these scores in conjunction with all the other tools of the platform that we all know and love to optimize the processes for our businesses. And so now let's take a look at what's going on with that AE over there. What if he's on the road? Well, thanks to SalesforceOne, every person can run their business from their phone. So he gets the ae, gets a notification on the phone, he can click on it, see that Sarah is a hot new lead with a score of 97. He knows what this score means. Now he can just call her right away and close the deal. So that's Einstein in action. Einstein is smart, it's easy, and it's everywhere. And now everyone has a data scientist, even you, Parker.

All right, all right. Let's hear Vishuba. Way to go, Shuba. First time in the Dreamforce stage, you rocked it. So great job. So Einstein is amazing. Mark talked about things like quip and ecommerce, Cloud and Lightning and Salesforce one. So much innovation. So much innovation. And I'm just so proud of it. But what I'm most proud of is that when we build innovation, we do not build it alone. We do not build it in a vacuum. We build it with our family, with our ohana. And if you're an MVP in the room, you know exactly what I'm talking about. That's right. Because we are true to the core. We listen not just to MVPs, but all the people in the room. 750,000 idea exchange points, retired contacts to multiple accounts, as an example, 250,000 points alone. On that, we built 500 new features, more than 500 since we were last in this room last year. Things like contacts to multiple accounts, campaigns and lightning. Quotes and lightning. So many new features built with you. So much innovation, collectively built, that I know that we are ready with lightning.

Whoa, whoa, whoa, whoa.

It's okay. It's all right. Don't worry. I'm ready with lightning. And I want all of you to be ready with lightning. And so that's why Moscone west, third floor. I've parked our top people, our top engineers, our top architects, top product managers, and they are waiting for each of you to do a one to one assessment so that you can come along with us on the amazing journey to lightning. And with that, back to you, Mark.

Well done, Parker. Please give Parker Harris a huge hand. Great job, Parker.