Service Cloud Keynote: Transform Your Customer Experience | Salesforce

My name is Mark Abramowicz and I'd like to welcome you to transform your customer experience with the number one service platform. First, we have our Safe harbor statement, the most exciting slide you're going to see today. Please make your buying decisions based on our currently shipping products. And with that I would like to introduce Bill Patterson, our senior Vice president and General manager for Service Cloud. Take it away, Bill. Thank you, Mark. And good morning everybody. How's everyone doing? Good. What a concert last night, huh? It is amazing to be back here in Chicago. You know, I started my career working in the context of Oakbrook, Illinois, about 12 miles from where we sit today. And so it's always great to come back to Chicago, be back home a little bit today. I want to start by really thanking you for being here. We have one of the most fundamental opportunities and exciting opportunities ahead of us, which is to transform customer service in the age of digital intelligence. And so for those of you that are our customers that are already committed to our platform, thank you for being here. For those of you that are still evaluating what Salesforce can do for your business, I want to thank you for being here to learn, to connect with one another and truly to be inspired for what we can do for you as we work together into the future. Because it is clear we live in a completely new age of an age where customers are connected like never before. When you think about the products and services that we use every day, increasingly so it is the experiences that become the differentiation of those products. And increasingly so customers expect those experiences to become tailored to their needs. And yet, when we think about the world of customer service and support, the same degree of innovation we've put into our products hasn't always made its way into our service centers. Today when we think about what service organizations struggle with, they struggle with siloed systems, disconnected applications, applications that were built in the last age of computing. And when we think about what customers need today, they need to be engaged on their terms. This is something that marketers have long known that you can't just build a one size fits all approach to market to customers. So why have we tried to do the same with customer service? This is how we need to be thinking about into the future, about transforming service and, and really delivering a much more personalized, high touch affair to keep our customers happy with the products that we offer them. And that's truly what trailblazers do. Today. We have some amazing showcase customers for you to hear from, to learn from and be inspired by around how they're transforming service for their own organizations. People like Marriott who it's no longer just about your actual stay, it's about the experience of making it into that stay. People like Autodesk who are using the power of self service solutions to bring up a highly technical audience and embrace the power of their platform like never before. And DoorDash, the way that they're combining service into their everyday application experiences means that the blending of their product and their services are starting to occur. This is what Trailblazer are doing around what we call transformational service. And now every customer has the opportunity to do that. With Salesforce. When you think about what does it mean to deliver transformational service. It's about helping you connect your customer service teams so they're no longer siloed in the back office office. It's about delivering intelligence into the hands of your agents so they're more productive and can drive lower economics around how to handle the needs of your customers. It's also about making sure that your service becomes personalized, helping you to deliver tailored service experiences for every customer that you engage with. And then lastly, let's face it, we all are budget constrained. We all know that we can't just endlessly start to innovate our businesses without considering the costs. And so what we're going to help you do and help you with in this world is help you get better scale around your service experiences, your service processes and help you automate your business like never before. These four platforms for change really represent how we are helping customers around the world really differentiate their businesses just like you saw from Marriott, Autodesk and DoorDash. And so we are going to structure our keynote on these platforms today and we'll walk you through with great demonstrations and showcases not just why to transform, but how to transform with Salesforce. And to do that you need an amazing platform to really power that transformation with. And this is our goal at Salesforce is to be the number one platform for customer service and to focus on your customer success. We have gone beyond just simply delivering a help desk. In fact our approach is about delivering a clear and consistent and unified approach to deliver customer service, field service, self service and digital engagement solutions all in one platform so that you can really drive more consistency and scale like never before. And we use the power of the platform, everything from Einstein to Trailhead. The things you see at this conference really to power that differentiation to help you get the most out of this offering for your business. But it's not just about platforms. Platforms are only as solid as the ecosystems that surround them. And Salesforce also has the number one ecosystem for service. When you think about what an ecosystem needs for service, it means you power impressive scale. We power over 315 million service interactions every day on our cloud. We also generate over 2 billion AI predictions in the cloud to help make your businesses more productive and drive operational efficiencies like never before. And this is what's leading to people like farmers, IBM, Humana Trust driving impressive growth around their businesses by putting service at the center of their future. Now, we're going to take you through all of these chapters today. And to do that, I'm going to turn it over to my friend and colleague, Sarah Patterson, to walk you through the first pillar transformation called connected service. Sarah?

All right, thank you, Bill. So the first thing that we want to talk to you about is connected service. And I spend my time out on the road talking with a number of customers. And that's what I've spent my time here at Connections doing is meeting with a lot of different customers. And they've all talked to me about how difficult it is to provide this connected experience when your data is sitting in all of these different systems. And I know that we've all been on the receiving end of one of these experiences, and I'm actually in the middle of one of those right now. So I'll tell you a little story. I'm in the middle of trying to find a great Father's Day present for my husband. Now, he's been doing an amazing job. I've been out on the road for the past four weeks traveling. So he's at home with our two little kids and he works. So this is really hard for him. And I want to find an incredible product for him to make his Father's Day for Christmas. I bought him one of those, like, go back in time and use your Atari products so he could experience those games that he grew up with. But the problem was we didn't open this for a couple of months. We've got two little kids, and when we did, it was broken. So I went online, I started the return, and I sent it off. And we have yet to receive that new product back, right? But flash forward to last week and I go onto my email and all of a sudden I'm getting marketed to by this company, and they're saying, hey, you know what? We've got this amazing new product coming out. Why don't you buy this for your husband since you already bought him one of our products before? This is the problem that we all face right when we have these disconnected experiences. I feel like this company doesn't know who I am as a customer. They're not helping me provide a great experience and really wow my husband on Father's Day. This is the problem that we want to solve for you. This is where Salesforce is doing the work to connect all of your systems so that you don't offer this experience to your customers. We help you to connect your sales, service and marketing, your commerce solutions so that you know what your customers have bought, what you're marketing to them, and you know when they're having issues or questions with those products. And the heart of this experience in the world of service is service cloud lightning. This is where your agents sit with our agent console. This is where we pull all of this information together and we allow you to configure this for everything your business needs to help your agents provide an incredible service experience. And with mulesoft, our recent acquisition, we make this even easier to really give your agents every single piece of information they need to provide an incredible service experience. Mulesoft comes with pre built configurators so that you can, with clicks, not code, actually connect any of the other systems that you need to pull data in from and serve that up to your agents. This is things like product warranties return information that your agents need to provide a truly incredible service experience. But you, our customers, you keep pushing us to innovate more and more. That's one of the reasons that I love meeting with you all is you're always telling us it's never enough. And this is great. So that's why I am so excited to announce here at Connections, service for commerce. I read a study a couple of weeks ago that said 80% of your customers will go back to your commerce sites when they have a question, when they're checking out online, when they need support, they're not going to your support channels, they are going back to that commerce site. This means it's more important than ever before to put all of that information at your agent's fingertips. And with Service for Commerce, we are helping give your agents that complete view. So if you've got a customer that is checking out online, your agent can see the products that are in the shopping cart. They can see what they purchased before and they can even order on your customer's behalf. This is incredible. But we all know that you can connect all of your systems, all of your data to provide this truly connected experience. But you have to go that last mile. You've got to put all of these tools into the hands of every single one of your employees, even your mobile workers. And that's what you can do with field service Lightning. This is our mobile platform. So whatever your mobile worker situation, whoever you have who's out there meeting with customers. If you're in retail, it's your retail execution arm, it's the people that are in your stores meeting with customers face to face. If you're in healthcare or life sciences, these are your home healthcare workers that are traveling and meeting with patients on the go. If you're in financial services, it's your wealth advisors and managers. You can now put into the palm of their hands all of the information that they need to be able to help their customers, no matter what questions they have, wherever they are. So this is how we are helping you to provide this truly connected experience for your customers. But once you have connected all of that data and are providing this seamless service to them, the next step on your transformation journey is to infuse intelligence, is to help use intelligence to help your company scale. Now, I want to do a quick survey of everybody here in the audience, so bear with me for a moment. Raise your hand if you see AI as a strategic opportunity for your company over the next year, the next couple of years. All right, I'm seeing most of the hands here are raising. Now keep your hand up if you have an AI strategy, if you know how you're going to roll AI out, what problems you're going to use it to solve, all right, look around. Most of the hands went down. You are not alone. A recent MIT study showed that while 80% of executives say that AI is a strategic opportunity for their business, only 25% have an AI strategy. Think about that. 25%. And it's no wonder. You know that when you roll this out for your business, you have to get this right. Well, this is what we have been spending the past couple of years doing, is meeting with customers, talking to them about what AI can do for their business in the world of service, and helping them develop their AI strategy. So seeing this study, we said, okay, we've got to start sharing all of our learnings with our customers. And in the world of customer service, we have seen that the AI strategy really comes down to three things. Automate, assist, and train. So no matter what company we have met with, we have found, and maybe this seems just very plain simple to you, but it was an aha moment for us. Every company has a range of different questions they're helping Their customers with that range from those that are really simple to those that are really complex. Now you take those really simple questions that your agents are getting asked over and over. That's where AI can automate on your behalf. It can answer your customers for you. Then your agents are going to be spending more of their time on increasingly complex questions. This is where AI needs to assist your agents to help them find the answer faster for your customers. And then finally, because your agents are spending more of their time answering these increasingly complex questions, this is where you need to do the work to train your agents. How do they work with AI? How do they handle a seamless transfer from a bot? And then how do they focus more on the eq, the soft skills that are really going to help set your company apart in this new world? Well, these are the products that we have been building for you. We have products to help you automate.

Right?

This is where we have Einstein Self service. If you've got our self service portal, Einstein is now going to be able to serve an answer up to a customer when they ask a question. More than that, we have bots. I cannot talk to a customer today without getting into a bot conversation because you all recognize the power of this to help your service scale. Well, I'm so excited to announce that if you are a service cloud customer, if you have our unlimited edition, if you use our live agent web chat, we are now as of this week including bot conversations in those licenses. You get 25 bot conversations per license per month with that version. And we're doing this because we recognize the power of AI to help your businesses scale. And what's better is that these are built on the Salesforce platform. They're tapping into all of that customer data that you have in Salesforce and they are built using our UI and RUX so you don't have to hire people to design these and to implement them. The second piece here is we want to help assist your agents. So Einstein agents that you see there, that is our term for everything we're building to help assist your agents. So this includes things like case classification when a question comes in. Einstein's doing the work to figure out what that question's about and pre populate that information in Salesforce. This is not the stuff your agents should be spending their time doing. Einstein is also serving up recommended knowledge articles to help your agents solve those customer questions faster. And then Einstein Discovery, this is our supercharged prediction platform that we are using to help predict CSAT and lifetime value as your agents are Working on customer questions and resolving those issues for your customers. This is huge value to all of the businesses that we've been working with. And then finally we talked about training. How do you train your workforce for this new world? Well, for that we have Trailhead. Trailhead is our online fun training platform that we have built and we have added on there a number of trails that are free. Talking about the hard skills about how do you use our products, but also the soft skills. How do you actually train your agents to work in this new AI world? How do you train them to have more eq, to be able to do customer de escalations when a customer is getting really frustrated? And more than that, we recognize that every single business has your own unique things that you need to train your employees on. And for that, we launched my Trailhead at Dreamforce this year. This is a platform where you can build trails specific to your business and roll them out to your agents. That's a huge value for you. All right, now I have talked a lot about this. We actually want to invite up on stage now a customer who is going to share with us how she's approached the world of AI and then she's actually going to demo for us her site in action. So for that, please join me in welcoming to the stage from DoorDash. Ruby Konda. Welcome to the stage, Ruby.

Thanks so much.

Thank you so much for being here.

Of course.

So first, tell everybody a little bit about yourself.

Who are you? Sure. So I'm Ruby. I lead the business applications team at DoorDash. In the past two and a half years, we've grown our Salesforce CRM from just 50 users to 3,000 users. And it's been a whirlwind journey. So I'm really excited to share experiences, what we've learned, and also give you a sneak peek of what's next for DoorDash customer support.

I love this. So I have to admit, I am an avid DoorDash user, which is why I love talking about this. I use DoorDash every single week to feed myself, husband and my kids. But there might be some folks out here who don't know what DoorDash is. So can you tell us a little bit about your company?

Sure. So DoorDash, at its core, is a logistics platform. Today we use our logistics to deliver food. Tomorrow we want to use our logistics to deliver more than just food. With food delivery, it's a complex three sided marketplace where we have merchants who are restaurant owners who we partner with to advertise their menu on our app. You and I as consumers can download the app order from our favorite restaurant and that order gets transmitted directly to our merchant who begins prepping the order. We then dispatch our drivers, who we call our dashers, to pick up the order and deliver it directly to your door. And as you can imagine, in this complex three way handshake, there's a lot of room for human error. And for that, we really need to build a really strong salesforce service cloud environment to take on all of these support tickets.

Awesome. So I love your products. I'm getting hungry. But you have actually approached the world of AI and tackled something that honestly, a lot of people are struggling with. So can you tell us a little bit about how you approached AI and how you started thinking about implementing it for your business?

Sure. So AI can seem like a daunting task for anyone. You have to have the proper ingredients in place to even start thinking about AI. A year ago, DoorDash wasn't really thinking about AI at all. Today, that's all we think about. And I'll try to tell you about what happened a year ago. So last year our systems were completely disconnected. Our data was split across and in complete silos. A year later, we've worked very hard to bring together all of our systems into one comprehensive CRM. Now that we have one comprehensive CRM, we can actually follow a customer from the time that they're a lead in our environment to to when they file their last support ticket. That's millions of data points that now show us what issues our customers are facing versus what our dashers are facing versus what our merchants are facing. Second, now that we have an understanding of the issues that they're facing, we can actually start to write a written knowledge base and empower our agents on how to resolve these common and uncommon issues. With this strong knowledge base in place to empower our agents to find the right resolution at the right time. Along with a comprehensive CRM, we are now at the stage in where we actually want to empower our customers. We want our customers to feel like they can find the answer right away and that they can resolve that without even going to a support agent. So that's why we're thinking about AI on a day by day basis.

So you connected your systems, then you built your knowledge base. And the third thing is you really have thought about what channels you want to engage your customers on. And you are a huge user of our live agent web chat and you use it on your website and you use it in your mobile App. So that is what we are actually going to demo and you are actually going to watch us through the demo of your product and what you've been building.

Yeah. So I'm really excited because this will show you DoorDash group cart ordering Einstein as well as Live Agent console. So let's dive in. Okay, so here we have Leah. And Leah is a hard working corporate woman who is in tons of meetings throughout the day. While she loves being a hard working woman, she also likes to spend time with her team during lunch. So she's actually utilizing our DoorDash group cart ordering feature. So she's opened up her DoorDash app and placed an order to her favorite restaurant for her team. While she's stuck in a meeting, she receives an email from her boss asking her to add more to her order because more people will be joining her for lunch while she can't get out of her meeting to place a phone call to DoorDash support. No worries, because DoorDash has invested in multi channel support. So at the bottom of her screen she sees a chat with an expert button which she goes ahead and clicks. And rather than waiting to be connected to an agent, she is instantly greeted by an Einstein bot.

So this, I just want to stop you for a second. This is our Snap Ins product and you were actually able to implement this with one line of code. And I always have customers ask me, was it actually that easy? So was it actually that easy to implement Live Agent web Chat right into your mobile phone? Was it really just one line of code?

Yeah. So Salesforce loves to package their products and make it as simple for the customer as possible to implement. So it can be exactly one line of code and that can enable you to not only unlock Live Agent Chat for Android and iOS, but also Einstein and Knowledge Snap Ins. And that's exactly what you see here in where Einstein is actually handling some of the common questions that agents spend the first five, six minutes of any case asking, such as, hey, how can I help you today? And Leia can respond back saying, I need to modify or change my order. Now, Einstein can actually search our written knowledge base and float over a knowledge article that can potentially help resolve Leia's issue. Unfortunately, Leah is stuck in a meeting and she can't really navigate our app to actually modify her order. So she asks Einstein to fetch her details about her order so she can figure out what she needs to add what the difference is. And so because Einstein is an integrated application into our SDK, it can actually fetch delivery details and Float them to Leia instantaneously. And now Leah knows that she actually needs to add maybe 12 more servings. So Einstein can ask her a structured question, which is really important because structured questions actually enable AI to be smarter than ever. So with the structured question, Leah can actually state that she wants to add some more servings. And now Einstein can seamlessly transfer that chat conversation to our service cloud agent who works out of Lightning Console.

That's awesome. So now we're going to pull up the Lightning Console and the second that the agent clicks into this and accepts that, you can see that this has been the screen you're seeing just totally changes. And this is pulling in all the information that you wanted to have at your agent's fingertips. So tell us a little bit about what you pulled in here for your agents.

Yeah, sure. So our agent Chris can, on the left upper hand side, see all of the case details which are populated by Einstein Community360 is available to him on the lower left side in where he can actually see what articles Leah has looked at or what articles would be helpful to resolve this issue. On the right side, you actually see Leah's social Persona. This is really important because we actually integrate with Twitter and Facebook to understand what your sentiment about DoorDash actually is. And the agent can tailor response based off of the sentiment that Leia is experiencing. In the center of the screen is really where the chat conversation lives. And the agent can help to finish up the conversation with Leah and actually be guided down the right resolution path through Lightning Flow. Now this is really important because with thousands of agents located all around the world, we really want to standardize our support experience for all of our customers. And Lightning Flow allows us to do exactly that.

So it doesn't matter how long the agent has been on the job. It could be a day, it could be a week. They're providing the exact same experience as someone who's been there for months with Lightning Flow.

Exactly. And it's fantastic. So now Chris, the support agent, has updated her order and can finish up with Leah. And now what you've seen here is really an end to end integrated solution that uses AI to augment our customer support experience. With Live Flow, our support agent can actually increase the CSAT and follow company policy.

This was amazing. So first huge round of applause for Ruby for doing a demo of her actual product. That was pretty incredible.

Thanks.

Thank you for that. And now I think I want to ask what everybody's probably thinking, which is what's next for DoorDash?

Yeah, so live Agent chat on our mobile phones comprises of 66% of our support contacts, so it's our largest support channel. Unfortunately, with Live Agent chat we also do experience a drop chat volume and this is because it is a synchronous communication channel in where our customers have to keep the app open in order to end or complete a chat session. So what we want to do is actually add one more support channel in there, Live Message sms, which empowers our customers to actually have asynchronous contact so that they can get along with the rest of their day if they're a restaurant owner and have lots of things to tend to, but still maintain contact with the agent. So that's what we're rolling out next is sms awesome.

Well, with that I want to thank Ruby for demoing for us and welcome to the stage for our next chapter. My colleague Meredith.

Thank you Sarah. That was so amazing. I love watching our customers do incredible things in our digital channels. And I think as you heard earlier, we all know our customers are expecting more of us when it comes to personalization. As marketers in the room, we all know the power of personalized journeys. We know it's all about a customer reaching out to us on whatever channel and us knowing that customer. But this is hard, right? Our expectation is 75% of your customers today want a consistent experience regardless of the channel that they're using to reach out to you. But to do it is not simple, right? There are more and more channels. The complexity is increasing within each of these channels. But you just heard firsthand from Ruby, we are focused on making it easy for you. We have packaged up the most comprehensive digital channel portfolio available today. And with the power of the service cloud platform, we make it easy for you to deliver service in each and every one of these channels. Now when I talk about service, it really is covering the whole life cycle. It's pre sales engagement, it's engaging at the point of sale and it's that service and support post purchase. And we let you deliver it everywhere. You just saw firsthand how our Snap Ins product embeds service in your company app. We can also deliver it for your customers who are on computers, in their browsers, for your customers in social networks. We move social care into social customer service easily. And for customers who are on mobile devices, it's all about mobile messaging. Now you saw firsthand the bots. Sarah talked about the intelligence in the platform which surfaces in the form of bots. And with that bot builder, you can build one bot and Apply it across all of these channels. So that's pretty amazing. But that's not all right. We know you're looking for what is the next level? How do you really take it to that next level of service transformation? And when it comes to mobile messaging, that next level is conversational messaging. Now, this is not the campaigns that marketers are very used to and they see the impact and the effectiveness of SMS campaigns. This is the messaging that we're doing today. People are messaging five times more on their phone than they're actually talking on their phones. And I'm going to just ask a quick question, fun little question. How many of you have sent at least one text message during this keynote? It's okay, you're not offending me or Bill or Sarah. This is how we love to communicate. And think about the power of that. In your business communication strategy, think about turning, as a marketer, we know delivering the right message to the right customer at the right time has an amazing impact. So think about the power of taking your SMS Journey Builder campaign and turning it conversational, letting that customer respond and engage in real time with your associates and your agents. That is the next level of transformation. And this is asynchronous messaging. Right? It's bursty, it's real time. But then you can go away. As Ruby said, you don't have to keep that connection open. So it's pure convenience and a huge increase in customer satisfaction. Now, the world of mobile messaging is continuing to evolve and the future is being led by Apple Business Chat. This is imessage for business. So when the iPhone launched, we all had that messages app with green bubbles for sms. And then four years ago, blue bubbles started appearing on your phone. That was imessage. Well, now gray bubbles are starting to pop up on your phone. And what is this doing? It's letting you as a business communicate with your customers and communicate with every single one of your iOS users around the globe quickly and easily. It's also delivering a rich media experience. So Marriott has been working with Apple and Salesforce since the very beginning, before Apple even announced Business Chat. And we are the only CRM company working with Apple on this initiative. So let's hear directly from Marriott about their philosophy of customer service and engagement and how they're embracing digital channels. Let's roll the film.

Travel is about the humanity of the world. People travel to see their families, to celebrate moments that are once in a lifetime. We want to be part of that. We want to make those experiences as frictionless and seamless as possible.

As long as hospitality has been around, it's always been about the relationship between the people in our hotels and our guests. And we still want to make sure that people feel the human aspect of our business. We started as a root beer stand in 1927 and now we're the world's largest hospitality company with close to 7,000 hotels and 30 brands. But always core was this idea of hospitality and taking care of our people so they can take care of our guests.

And the way you do that is through hiring people, other amazing, talented associates who serve from their heart. And then you back those associates up with best in technology. The beauty of the Salesforce platform is it gives us a 360 degree view of our customer.

So whether it's preferences in pillow type or food and beverage or experiences they want in the local marketplace, Salesforce is the tool enabling our associates to deliver a superior guest experience. Experience.

Anytime you can surprise and delight someone with service, you need information to do that. And service cloud is the heart. We have the right information at the right time delivered to our associate at the moment of that customer interaction. Because the customer interaction is the moment of truth.

Salesforce has empowered us to be able to service our guests at a higher level. I'm smiling and I know that they're smiling. It's a win win on both ends.

The fact that we have one system rolled out globally is enabling us to innovate and execute in a way that we never could have done before. Guest expectations have changed. They really want a highly personalized experience that meets their needs. And mobile is really a key enabler of deepening that relationship.

What makes Apple Business Chat and service cloud so powerful is when a customer engages with Marriott, we're engaging back with one of our associates that's actually servicing the customer real time.

Our goal is to create raving brand fans to incredible experiences. Not just experiences within the four walls of our hotel, but along the entire travel journey.

That's what Salesforce can do for our team, is they can help them spend time creating the magic moments of travel. Hospitality is powered by people and our people are powered by Salesforce.

That was amazing. Marriott is embracing these digital channels and creating amazing experiences. What you saw was possible through sales cloud, community cloud and service cloud. And what I'm going to do right now is quickly dive into the Apple Business Chat experience and show you a little bit more about what's behind that. And I'm going to do that by sharing a very common occurrence in my life as a frequent business traveler. I'm sure, many of you in the room can commiserate with us. With me on that. So this is my iPhone. I've landed in the San Francisco airport, my flight is delayed, it's late. I hop in the cab and I search the Marriott Marquis where I'm heading to figure out what my food options are. Now when I search and see the results, you see that very common phone icon that lets me talk to a company that I've searched for. But if you'll notice, there's a new image there, a messaging bubble and I definitely prefer messaging. You see, until fairly recently I was an entrepreneur. I built a company that was all around conversational messaging between businesses and companies. And so it's a no brainer. I'm going to choose messaging every time. And by the way, when you offer this option to your customers, 40 to 50% of them will immediately go to messaging. That's the impact you can make. So I click that bubble and I'm immediately brought to my messages app. And here's my gray bubble exchange right now. I learned that a Marriott associate is going to be with me very shortly. And that's okay, I don't have to wait, I don't lose the connection, I go on. Let's look at the agent side of the experience right now, shall we? Through the power of omnichannel routing, I'm routed to the right agent, in this case, Richard. And this is Lightning Console, the heart of service cloud. You've heard about it, you've seen the doordash console, and if you'll notice, this is the Marriott console. It looks a little different. And this is because we have a very flexible platform that lets you configure the desktop that makes the most sense for your business. So Richard accepts my conversation, but if you look at the top of his screen, you'll see that he's having a conversation with several other customers over international sms, Facebook messenger, regular SMS and web chat. And this is the power of that asynchronous messaging because it's bursty, because you're messaging back and forth. But then there's lags. Agents can typically handle seven to 10 conversations that are happening in generally the same time, which means huge increase in productivity. And by the way, agents really love these channels because people are nicer in the mobile messaging channels. It's kind of interesting to see it. So back to my conversation. Richard's responded and he's gone a step further. He's let me know that there's in room dining options and he sends me the in room menu. Now, let's look at this conversation. This is not what you typically get in your messages app, right? It's pictures, images. I'm going to scroll through the menu and I'm going to make my selections. It's tapping, not typing. And in fact, it's soon going to be considered old school that we were typing on a keyboard for our messaging exchanges. So it makes things super quick and convenient. So I make my selection. Richard asks for my ETA and I let him know when I'm arriving and he lets me know the food will be waiting for me in my room. So I'm thrilled. This has been effortless. It's certainly making my day a lot better. But wait. The power of the platform kicks in because Richard can see that I am a very loyal Marriott Rewards member. He automatically upgrades me to the concierge level and lets me know through my mobile key card that he's updating it to the new room number since I've checked in on my phone. Well, I am thrilled. This is really an instance and a moment where I have become that raving brand fan that Stephanie talked about. And this has happened because Marriott is a trailblazer. They are embracing the digital channels that they know their customers want to be communicating with them on, and they are transforming digital service and creating amazing new transformative experiences. So I would love to do a shout out to my favorite agent in the whole world, Richard. Thank you, Richard. Now we're going to cover the next chapter of service cloud, which is all about scalability. And I'm going to welcome back to the stage, Bill Patterson.

Thank you, Meredith. It is just amazing to see the combined set of innovations that you see Marriott doing, doordash doing and how we think about these digital channels coming together to blend into our experiences, really to optimize the lives of our customers, which is really what we're all here about. Our final chapter today is all about how we help you achieve new scale into your service operations. And, and one of the most common questions that we get at Salesforce is can you scale to meet the needs of our business? One of the beautiful things about the way that we've built service cloud is that we scale to the needs of B2C organizations or B2B organizations, or even both, because many organizations actually have both lines of business, just like Marriott does and DoorDash does to meet the needs of their customers. This cloud in 24 hours processes some of the world's most complex interactions with ease. So we have the scale and the availability and the trust that you can bet your business with. But scale is also about making sure that we deliver great experiences for your customers. And when you think about the experience side of support and service, we allow you to scale the service experience using the combination of our portals and our community Cloud. This allows you to build engaging experiences to drive your customers through and then on the other side for your service operations to really offload the process of support and give customers what they're looking for and free up again agent capacity into your service center. Speaking of agent capacity in your service center, it's also about the ability to automate the business processes that your service operations could conduct every day. You saw in Ruby's demonstration the Power of Lightning Flow is about how we can automate and orchestrate your business processes like never before. The combination of what we do and what our partners do allow us to build these rapid industry specific processes that you can immediately go into AppExchange and take advantage of to help greatly accelerate your time to value with Service Cloud. Now this innovation is not just for big customers, it's also for small businesses. And we've now just launched Service Cloud Essentials. So this means that every business on the planet, big business, small business can now take advantage of Service Cloud. We are so excited to unleash this innovation for you. There's great trials and demonstrations online, so if you're just exploring or experimenting with how to modernize your service experiences, you can use start with the Power of Essentials and let that scale with you as your business grows. It is the combination of these solutions that work together and combine together that drive the next generation of service and support for organizations. And we could not be more proud to bring this entire platform and give it to you and put it in your hands to unleash the next wave of innovation for your business. It is this success in working together that reinforces Salesforce's leadership in customer engagement solutions. And we've just been recognized for the 10th year in a row as the leader by Gartner in the Customer Engagement Center Magic Quadrant and we could not be more excited to be partnering with you for the next 10 years because there always is going to be room for us to improve in the area of customer service and support. Together with that, I want to go ahead and close today's demonstration. Thank you all for being here. Thank you for learning and connecting and again I wish you the best of luck in your service transformations for the future. Join us after this session in the campground to learn more and also the subsequent sessions where you can actually hear more customers in action around how they're transforming service together. Thank you very much.