The Agents Powering Our World | Energy and Utilities Keynote, Dreamforce 2026

All right, good afternoon, and thank you so much for joining us here today, both to the folks in the room and to the folks streaming live on Salesforce+. Now, I want you to take a moment and think about the last 24 hours. You probably set an alarm to wake up. Maybe you got coffee, maybe you charged a vehicle, or you turned your thermostat down in your hotel room. Down the street, a hospital kept a newborn warm and a pharmacy kept medicine cold. From the smallest, most kind of nonsensical actions that we take to the pieces that really make a difference in our lives, all of these rely on energy.

So whether you're a regulated utility, an energy retailer, or an oil and gas operation, Your role in the world is critical, as Stephen just said, but they're different businesses and you face very similar challenges. The challenges haven't really changed that much in the most recent years, right? We've got booming demand, we have this aging workforce. Sadly, our weather keeps getting worse. And then of course we've got these consumers that are looking for more from their technology and their expectations are changing. But you guys know all of that because you've been living with it and you do live with it. And I wanna talk to you about something that I hear from energy and utility leaders more recently. The board wants AI now, but there are real risks, right? There's the risk of betting wrong, locking into one platform, one vendor for years and years in a world that changes weekly, maybe daily nowadays. Everybody's been reading the news. And then there's the other risk that AI hallucinates and it takes the wrong action. And in our world, a mistake is simply not acceptable. So our industry is moving slowly as expected, right? We're doing pilots, we're taking small steps, we're watching what others are doing, and we're learning about their lessons. But the real question is this. How do we capture the enormous benefits of AI while managing the uncertainty and risk?

This is the big question. And here's what we think. When technology is changing as fast as it is right now, the right strategy doesn't narrow your options, it expands them. And so when you work with Salesforce, you are working with a partner who understands that. You are never getting locked in to one partner, one platform for eternity. Whether it's an AI model that you're using today, but in 6 months or 6 weeks or 6 hours, a better one comes out and you want to change, you can do that. Whether it's an interface for your customer or for your employee that you want to be able to have match their preferences that change over time, you can do that. Or whether it's simply tools that developers want to use And they are nagging that you aren't allowing them to be able to use that 'cause it doesn't work with X or it doesn't work with Y. You can let them work with those too. So whether it's your model or your interface or your tools, Salesforce gives you choices.

And that's only half the battle, right? We've got highly regulated industries that we work in, and we have to be able to defend every action that we take to a customer or to a regulator. And that's why what Mark said yesterday is so important, that models can reason, but they can't guarantee. And so when we put that into our terms and we think about asking AI, I've got an outage, who's the right crew for me to dispatch and what inventory do they need? Well, maybe I'll get a good answer. But boy, if that answer also needs union rules and maybe some safety protocols, I might get the wrong answer. And that would be detrimental.

This is where Salesforce comes into play. When we think about humans and we think about AI agents, they both need industry-specific context. And I know this slide or this chart has been up in sessions all week. It's probably something that you're gonna continue to see over and over because it's so important understanding why Salesforce and where we fit. When you think about the data layer, Data 360 is here to look across the silos. We know silos are a challenge for utilities and energy companies. It looks across those and harmonizes data so that humans or agents can act and make decisions using that data. Customer 360 is here as the applications layer. And yes, it has the world's number one sales and marketing and service applications, but it also has industry-specific applications for this audience. This is the level and the layer where your teams work, and it's also the level and the layer where your agents can learn how your team works. Agentforce is where the agents come in. Now, we're gonna talk a lot today about industry-specific agents, ones that we have built to work out of the box and address specific challenges, but it can also mean agents that you design, custom-built for your problems. These 3 layers are sandwiched by your choice in AI models at the bottom and your choice of interfaces at the top through AI Force.

And what's the benefit from all this change? We've got a fantastic energy and utilities team, and they're focused on delivering agentic AI that delivers value as fast as possible. We're focused in on things like faster new connections, optimized field service, personalized customer service, and growing revenue and margin. And the best way for you to understand these things is to hear about them from your peers.

We are super, super excited today to be able to have one of the world's largest oil and gas companies joining us. Petronas has gone beyond the promise of AI into the practical. They've taken bold choices while managing risk and uncertainty. And they've started to see those results. So please join me in a warm welcome for Syed Omar, General Manager of Digital Delivery from Petronas, and Jason Ulbiksen from Salesforce.

All right. Thank you, Syed, for joining us. Welcome to Dreamforce. I know this is your first Dreamforce. Hopefully you're really excited to be here. For those of you in the room and online that don't know, Petronas is the national energy company of Malaysia and one of the biggest integrated multinationals in the world. Syed specifically leads digital delivery across their downstream business, gas business, maritime business. So you got a lot on your plate. We really appreciate you being here today. So Terry talked a little bit about the industry, how there's a lot of hesitation across your peer groups, but Petronas chose to act. What gave you the confidence to move forward with your AI initiatives?

Thanks for having me here. So when it comes to decisions, one of the key factors that we take in would be the value that it creates. And the journey for us into AI and genetics It didn't just start here. It spanned way back during the early Einstein days. So we've evolved since then with yourselves and to where we are right now. And I guess more recently, there's been further developments as well in the organisation, specifically in terms of data foundations and also governance practice that we've put in place. So this has increased the trust within our Salesforce environment. So we foresee that basically this would amplify our earlier investments as well as empower our people, decisions, innovations, et cetera.

Yeah, that's awesome. And you made the decision to act, which is great. And I know you and I have talked before and you're kind of obsessed with outcomes. So can you make it real for our audience and talk about what kind of results and benefits you're getting out of this digital initiative?

There's been quite a fair bit, Jason. So we have seen over the years, right? So some of them I guess would be in the sales front, right? We've seen over $40 million, well over $40 million from cross-sells, right? And this comes from better visibility, right? And also in terms of analytics in our retail business, there's been very good improvements in terms of customer satisfaction. We've seen 15% reduction in churn. Also in our contact center, our customer contact center, quite a fair bit, 30% uplift we've seen over there. And this is a work in progress, right? So there's a lot of use cases that we have in the pipeline. that we are seeing and turning into actions as we speak.

Yeah, that's great. And thank you for sharing these amazing benefits with our audience. So I want you to take a step back if you don't mind and think about Petronas, the broad AI landscape. Where does Salesforce fit into that picture?

We see Salesforce as the value-driving platform, right? In terms of how we serve our customers. We started off in the retail business, which then quickly expanded to other verticals as well. We've taken it into our trading, our international businesses, and also the clean energy. So with this movement, we see a much better understanding of our customers, operations as well. This improved understanding, the way we see it, it provides that necessary context, right, in terms of what AI needs to be effective. So the better we know our business, right, the better or the smarter the AI we put on top of it will be.

Yeah, yeah, that's great. And I know you've talked about Always improving, continuing the journey. You've done some great things, but what's next when you think about Petronas, specifically Salesforce? What are you working towards next?

What's next-wise, I'd say we need to quickly evolve. We have our ambitions towards being a full-spectrum energy superstore, right? Which is to provide visibility across our business verticals so that we can provide solutions, better dynamic solutions for the customers. So that's—

Yeah, I love that, this idea of the superstore across all your lines of business. That's really amazing. So really appreciate you sharing your insights. I know this was a quick discussion, but let's give it up for Syed. Thank you, Syed.

Thank you very much, Jason.

Yeah, this was fun. I wish we had longer. So Petronas chose to act, and as Syed said, they're already realizing immediate benefits. And I think Because of their position as an integrated multinational, they're well positioned to take advantage of some of Salesforce's specific innovations we're bringing to the energy utilities market. So with that, I'm gonna pass it over to Terry and Suzy to talk about some of those innovations. Let's give it up for them.

I'm gonna let Mark up first. He's gonna be running our demo.

Yep. All right, everyone. So—

They're used to us on stage together.

I know.

So every customer relationship comes down to really 2 jobs, right? Winning the customer and then serving them well. And for a very long time, that meant disconnected systems and teams. It meant marketing messages that weren't personalized. It meant IVRs that were really frustrating to customers. But Salesforce changed all that a while ago. We brought you the platform that improved the customer experience. for everybody, not just the customers, also the employees. We often forget, I think.

No, we care about the employees too.

The employees and all of this. But we know that it's only going to get better with AI agents.

Yep. Look, we have such a wonderful demo for you today. We can't wait to talk to you about our utility customer agent. Everything from, you know, customer acquisition. So taking a prospect and turning it into a customer for our competitive retail clients. All the way to taking care of our customer once we have them, retain them, improve happiness, and reduce that cost to serve. And it's been an ongoing roadmap, and a lot of people in this crowd have been a part of the development of this and the continued development of this. Because like we were talking about earlier with our guests from Patronus, speed is everything. And we're getting a lot of pressure, you're getting a lot of pressure from your bosses to Have these agentic experiences matter and serve the customer and make a difference. And they're seeing it in their own personal lives, and they want you to now bring that technology to their end customers. And so we're excited and grateful to be a part of this journey with you. So first, I'm gonna talk about a customer acquisition agent, same agent, but this is talking, taking a prospect and turning it into a customer. You know, A midsize utility might have 80 million prospective calls that they have to deal with every year. Most of those, half of those are after hours, just like when you guys, we're all customers of utilities, wanna talk to your utility because your bill is high or because you're upset or you wanna move into a new home, you normally do it after hours, not during the billing hours. So we wanna talk to you about Sarah. So we're all a Sarah, right? With the utility.

Sarah.

Competitive retail environment. Sarah is, you wanna go to the demo?

Yeah.

So Sarah is fed up with her bill. Actually, Sarah is doom scrolling. Sarah's on Instagram learning about like her friends and checking out her friends' kids and maybe buying a pair of shoes. And then she gets to an ad from a utility, Kenton Energy, and she's irritated because her bill's too high with Meridian. So it piqued her interest. This is awareness, right? It's a sales funnel, right? So here we have awareness under this doom scroll ad. She clicks on the ad and it takes her to Kinton Energy. Well, now with the way that we're building these agents and when we're talking about headless and how you wanna communicate, you have options, right? So Kinton Energy gives her options. You know, you wanna text message, you wanna chat right here, do you want me to call you later? And so she's like, no, I wanna chat right now. So she opens up. And she's now on the Kinton website. She's talking to her Kinton agent, and she's like, yeah, like, let's go. You said you can save me money. I mean, you got a big bold ad. I clicked on it. I'm ready for action. So Kinton Energy's like, I'm already gonna make your life easy. Don't tell me anything, just upload your bill. And with our agent, you can take that bill, you can scrape it, you can take that consumption value, that demand value, you can throw it into our Rate and tariff engine, I just pointed to the woman who built it. Nice job, Divya. And you can calculate based on your historical consumption. Here's all of our rates in the product catalog. Hey, we've got a couple rates for you. A fixed savers is the one we think based on your historical usage, it's gonna save you the most money. It's definitely gonna save you against our competitor Meridian. So click right here. So driving her into this sales function, our whole goal is conversion. We got her, She's interested. We're gonna save her money and we wanna make it frictionless for her to like become a customer, right? To buy. So she clicks on Fix Saver because it saves her money. Yeah, sure. Tell me more. Well, because a lot of this information's all connected together, well, I can tell you more. You know, I have this wonderful cross-sell upsell. So if you talk to our competitive retail clients, they're like, hey, yeah, like right when you get the customer, that's when you wanna like tell 'em they're not coming back, right? 'Cause they already have energy. That's when you wanna tell 'em about all these wonderful other programs and offerings that you have. So this is an opportunity to say, okay, we already got you, now you're a customer, thank you, Sarah, but now I wanna tell you about these other things. Do you want to know more information? And it says yes. So they email her more information. Another key with this email is just like you probably, you know, 70, 80% of utilities have Salesforce. We're already using cases. Another wonderful thing to know about our agent is we like how you've built it out now. We want your backend architecture and your infrastructure. We want you to have a case to every outage call, a case to every prospect that converts to a customer. We want all those metrics too, to know how great our agent is compared to how you were doing business. But also it's all on the backend creating the cases, connecting it to this customer, converting that prospect to a customer from like lead to opportunity to actual customer. All those records are still there. It's just the user experience is elegant at any time of day on any device of choice. And within, you know, whatever social media app or website they wanna go to. Oops, sorry. Back to you, Terry.

Yeah, thank you. No, it just jumped one ahead. I'm sorry about that. Okay, so we're all gonna put our little imagination hats on and we're gonna pretend that we are a midsize utility with about 2 million customers, okay? So on average, that utility is going to get 3 million calls a year. And you don't even need to read this slide. You know what those calls are going to be about, right? 85% of those calls. Billing and payments, service orders, things like move-in, move-out, what Susie was saying, and high bill and usage questions, right? It's very predictable. It's been this way for a long time. So unfortunately, about 7 out of those 10 calls still go to a live human, and that costs us a lot of money. On average, $7 to $15 per call. With Agentforce, we can do that for about $2.50. So if we do a little simple math, and bear with me on the math, you guys, we got the 2 million calls. We figure maybe about half of those we could solve with an agent, right? An agentic agent. Great. That's maybe $10 per call that we're gonna save, and that's $10 million a year that you can put back into your operating budget. You can put that into reliability, and we can put that into lowering rates, which we know would make all of our customers happy. Really happy. If we think that 50% maybe sounds a little bit high, then I encourage you all to go out and talk to some of the trailblazers that have done this. And yes, there are some of our peers that are on this journey and have done this, and they're seeing about 77% of customer service inquiries can be resolved with an agent alone. So when you think about that and we think, okay, they built that several months ago, maybe deployed it, We know the technology's only going to keep getting better every week, every day, and we're really excited for what agents are gonna do.

And we're excited because this is an opportunity to really have a return on investment. Like, you give us $10 million and we give you $80 million, and we believe that that is very real at our large utilities. You give us $3 million, we give you back $20 million. That's very real for our midsize utilities. We are gonna save you a lot of money with call deflection, and we have it in our roadmap to prove it. We're learning from our customers by building agents on site. Please reach out to me if you're interested. We're also like aligning best practices that we're learning from all the different utilities, especially our regulated utilities who like to collaborate and learn from each other. Starting with something like move in, move out, transfer service, then moving into set me up and enroll me with a payment plan, Or just, I want something as simple as bill pay or to schedule a technician to come out and reread the meter. These are pinging different systems. What's my best rate? I'm looking at your smart meter system. I have your IoT data, your product catalog. I'm scheduling in field service. Like, we're taking all of your different stacks of information that you have and then driving action within the Salesforce platform to serve your customer. Ready for a demo? Yeah, let's go. So same demo, I mean same agent and subagents, but instead of converting a prospect to a customer, we have this customer, we wanna make them happy, and we wanna make sure that we're serving them in a way that's better than they're used to in normal consumer experiences. We wanna serve your customer, your end customer better than zappos.com serves you when you buy shoes. I talk about shoes a lot. As you can see, I love shoes. I was talking to, I saw her face too. I was talking to a customer earlier today that's like, hey, one of the things we wanna do is proactive communication. But when we do proactively say, we think we can predict that your bill's gonna be high, your consumption behavior's changing. But then if we wanna push out that notifications, we better be able to handle that and to serve that customer agentically. So then we can take 'em all the way to wiser bill high. So here's, Here's a different experience for Sarah who was mad at Meridian and now is a customer for Kenton. She gets a proactive notification with like, hey, like you're forecasted, I don't know if you got a hot tub, you got an EV charger, but you're forecasted to have a pretty big jump in your bill, about 51%. So she does what we do in real life, right? What do you do when your boiler breaks and you're at your lake house and you wanna take a hot shower? You go to ChatGPT and said, my boiler broke. I'm looking at it. Here's the model number. What's hap— it's blinking 8 times. What do I do? That's what our customers are doing right now. And we want to lift you up and we wanna take you there to serve your customers where they wanna be met. So your customer's gonna say, I have a high bill on ChatGPT, and ChatGPT is gonna spit out a response. With our new MCP servers and our tools for customer agents, We want you to quickly build an embed tool with ChatGPT so they can say, well, I mean, who's your provider? Oh, PG&E, cool. Have the plugin. I live in San Francisco, so PG&E is my provider. Thank you for your service in turning the lights on in this room. So if I say yes, like I wanna react to, sorry, I'm back to the demo, Mark. I wanna understand my personalized energy bill. You have all my information. You told me my bill was high. what's going on. And diagnosing a high bill concern is not easy, right? You have consumption behaviors, demand behaviors, you have weather, a different weather API, you have different rates, and maybe that rate's not good when you get your EV charger and the time of use rate when you're charging your EV. So we wanna make sure that we're talking about Sarah and her consumption patterns. So she'll authenticate within this plugin. It's called a plugin in ChatGPT. If you go to it, you see a plugin. I use it for Ticketmaster all the time. when I'm trying to get tickets and I don't feel like dealing with someone's website. So you can have your own plugin with ChatGPT just like Kenton does. And now it has personalized information. It can say, hey, look, we understand smart meter data, your daily usage or your interval usage. And we also have a weather feed from, let's say, NOAA that's projecting, hey, well, sometimes 60% of your bill is typically HVAC. If it's hot outside, like extremely hot compared to last year, that might be an explanation for your bill. But maybe we can dig into something else. Is there something else I can help you with? And she's like, yeah, how do I— I want my bill to be low. Like, that's not good enough. I get it. Thank you for informing me and kind of giving me a guesstimation, but I wanna understand why it is and for you to help me reduce my bill. Or right here, they're like, well, okay, well, we have this clean energy program. We can sign you up for an audit right now. Let's schedule it. So what's happening on the backend is I'm using my MCP server and the same APIs to go get available technicians that do audits in Salesforce Field Service and their availability, and bubbling it up to say, okay, let's do it right now. You wanna schedule an energy audit and enroll in it? You're enrolled. Here's some times. Select a time, review that appointment. Does that work? Great. Now, Friday, September 18th at 10:00 AM, a technician or an energy auditor is gonna come out there and enter, audit her facility and help her understand opportunities for savings. It's a wonderful example because it shows you we took information from your billing system, from your smart meter system, from a weather API, and then we took action in Salesforce Field Service to get all this done for you, all within, all with proact— starting with proactive notifications 'cause we wanna take care of our customers. So that's an example of our utility agent and how we're driving for this, call deflection and improving customer happiness and reducing your cost to serve. And we're not gonna stop, we're just gonna keep going. So please join us and help us make our product better.

Great.

Thanks.

So with that, I'm going to pass off back to Steven, and I'm gonna go down and then come back up.

Thank you, Suzy. All right, so everything that Suzy and Terry just talked about happens in the customer's hands. So we think about a phone, a laptop, the customer care and customer relationship is a crucial part of our business, but it's not the only part of our business. When you think about energy and utility companies, so much of what we do is in the field. And whether it's routine work or emergency service, that work is immensely, immensely important. Here at Salesforce, Salesforce Field Service has processed more than 2 billion work orders to date. That's 90 million every single month, including this month of September, across all of our customers, of which energy and utilities is one of the most important segments. We bring this up because scale matters, and it matters because this is an industry where you need to be able to trust folks who are dealing with the, the problems that are coming up day to day. And the reason why energy and utilities trust us is because we get the right information to the right technician at the right time. And increasingly, this is happening through agents. So if you think about any job that a field service technician is going to do, there's work they have to do before they get there, there's work they have to do when they're there, and there's work they have to do after. Every one of those steps is a place where there are opportunities for agents to make the job easier. Whether it's a pre-work safety brief or troubleshooting a particularly thorny asset, or even just making timesheets way faster so you can get home to dinner and your kids. When we look at the gentleman here, he looks pretty young, but when we think about our field service technicians broadly, our skilled workforce has about 25 to 30% of employees who are gonna be retiring in the next few years. And what that means is that there is a huge challenge for field service teams in being able to do more work with fewer people, and importantly, less tacit knowledge. That tacit knowledge, the understanding of how our business runs, that is a huge opportunity for human plus agents to work together. So as we start to think about a future where a field technician who is joining, who is newer, is getting up to speed, and they have an agent alongside them to help make that process easier. That is just one of many, many examples that we can think about within Field Service for where these agents can bring value. And fortunately, we have customers all around the world who are starting to prove this out in new and interesting ways. And so earlier today, we had Engie here to be able to speak in our Field Service session about some of the incredible innovations they're doing. And we're gonna touch on that a little bit more here in a second. We have an awesome video.

Awesome.

It's a full 3 minutes where they talk about Engie's pretty interesting approach to energy into a kind of broader strategy. But I would implore you, the last minute of this, the last about third, talks about the role of a field technician. And it shows what this starts to look like. So especially pay attention to that part. We need to take significant action on the way we consume Engie is a very big energy company.

We work with industry players, with facilities, with public authorities to help them reduce energy needs.

Expectations of our clients are evolving. We cannot operate like we did even 5 years ago.

We need to innovate in the way we provide our services to our clients.

We have more work to do, but we have resources at our hand.

So we need all the help we can get to increase our productivity. And that's the reason why we decided to work with Salesforce.

Oui, bonjour.

Customers rely on us to anticipate and be proactive in terms of service.

Our objective is to increase the efficiency of our workforce.

To reimagine the daily activities of our technicians.

To help our technicians to be much more efficient.

And it starts with data.

We have deployed Data360.

It's essential to have this knowledge of our customers.

To achieve operational excellence, and for that we need artificial intelligence. With Agentforce, we'll have a new level of productivity.

So using Agentforce voice will be a game changer. Agentforce, give me more information about the job. The subject of this order is an energy performance problem, more precisely. So it's not only, you know, bringing It's not just giving a tool to the technicians, but it's also changing the way we operate.

To have someone that can help you to work, you know, quicker and to be more accurate and more reactive.

So Agent Force, could you please begin the test?

Beginning diagnostic testing. Now with Agent Force, the technician will be able just to verbally summarize what happened. I was able to reconfigure the heating system.

This is our ability to have a big dream.

All across Engie, there are other agents answering calls from our clients, giving them information on their energy bill. In those type of usage, Agentforce is handling more than 70% of the cases and with great response from our clients.

So it's really a 360 approach that's, that's quite exciting. With Salesforce, we are moving from a company managing energy to a company transforming the energy system.

Thank you. Now please help me welcome to the stage Christophe Marchand, Digital Partnerships Officer for Engie. There you go.

Hello. Thank you.

Hello, Steve.

How are you? Thank you.

Thank you so much for being here. So we are focused on field service. And I have to ask, after watching the video here and learning more about Engie's experience, what motivated you to rethink how a field technician does their work?

You know, you know, the energy industry is changing faster than ever. We have seen in the previous demonstrations that customers expect more. The assets are more complex, and we are managing a huge volume of data. And with Mobily, what you see here in the project, we have simple ambitions. In fact, to be sure to have the right information for the technicians at the right moment on a single platform. And with Salesforce, we have seen that we— in fact, we saw that the technicians spend Less time on administrations and more time creating value to the customer.

I'm sure spending less time on administrative tasks is something most field technicians are pretty happy with. But I would imagine, I'd challenge everybody in the audience to think for a second about the field technicians that you envision coming to your house or your business. Are they gonna be the ones who are the most excited about AI? Some might think yes and some might think no. So I'm curious, what has the reaction been from the field technicians from working alongside an agent?

To be honest, for technicians, it's quite a mix between curiosity, but also a little bit of skepticism. You know, the technicians ask, is AI going to take my job? But quickly, in fact, they identify that, in fact, agents may help them to go faster in their tasks. And for instance, technicians can pull up a brief Brief work or ask for, for instance, use the voice to ask a question regarding equipment and not choosing the manual to have any information on equipment they never seen. And so what surprised me the most on that is that in fact they are very pragmatic. They don't care that if it is an agent or not. In fact, if it's helped them, solving the problem of the customer faster. And today, this is what you put on the slide. In fact, we have more than 4,000 technicians working on Edge on Force and on Mobily every day. And we, in fact, improved the efficiency of more than 15%. So to be honest, with Mobily and Salesforce today, we are— it's quite a material boost for the field service Yes, congratulations.

15% is a big improvement when you look across the scale of these field technician deployments. So thank you very much. Maybe one last question before we let you go. Towards the end of the video, Tomas mentioned a 360 approach. And what he was referencing was this idea of bringing the field service data and the customer data onto the same platform. What impact does that have for your business?

You know, so first of all, Tomas would want to be there, but in fact, he was taken by the project. So sorry for that. for that. And thank you for the invitations again. Regarding your questions, in fact, you have to understand that, in fact, the customers— from customers' point of view, in fact, there is only one Engie. So the customers don't distinguish if it's a person on the phone, if it's a technician on site, or if it's a scheduler. So, in fact, based on that, in fact, agents are It's fine for all of them. It's a way, in fact, for the people to go a little bit in depth. You know, for technicians, for instance, we've seen that the technicians are more improved and they are evolving, in fact, start and starting, in fact, to focus strictly on only repairs and service and more on doing another job and evolving and be trained more. And this is, in fact, because the customer— and we mix into them. In fact, we have in the platform a mix of the customer data and the field service data. And in fact, it allows us, in fact, for the technicians to empower, in fact, And to be not only technicians for the reparations, but also to be a seller. And we consider now that technicians which is trained can be a seller and can provide some quotes on this kind. And so now we know that the technicians is not only a cost center, but it will become also, I would say, a revenue growth department.

I imagine any CFO in the business is pretty happy to hear when a cost center becomes revenue generating. So that's great. Thank you, Christophe.

Thank you very much.

Can I give a quick round of applause for Christophe? Now, much of what we've been speaking about here within Field Service is about getting the right information to the right technician at the right point in time. And there is no higher stakes version of that challenge than in an emergency. And so I wanna bring Susie back up to show a little bit about what they've been working on for emergency management.

All right, thank you. All right, me and Marc are gonna give you another demo, but we're switching gears right now. So emergency management is every— when we talk about it, is everything from grabbing that event. We're not detecting it, we're not an ADMS system, but to understand that that equipment is down, grabbing that event and turning it into an incident, managing callouts, communicating to the customer, maintaining compliance. When we talk about emergency management, what better platform in the world than Salesforce, where we can scale from Marketing Cloud all the way to Field Service and to your end customer? So we're really excited. This is a very new release. It just came out in October, V1. We have more of Callouts coming out in February and June. Continued release, and thank you to some of the design partners I can see here in the room in helping us build this. So let's start with a big transformer at a substation blew and affected 12,000 customers. Okay, so when that incident is created, we have event orchestration. I don't care if it's Direct Lane Schneider Electric ADMS or if you have everything in AWS or Databricks, we're grabbing that event and we can immediately detect our incident commander. Our dispatchers and grab it from Slack. Okay, so right here we have, okay, now I have this incident, it's created, it's time to acquire the service resources according to labor union compliance. This is callouts now to go and take care of this job. Now it's a big job. It's not just one senior lineman. We have a whole crew that we need to bring out here. Sometimes knowing who to bring out with a transformer that serves 2 or 3 homes is A bucket truck and bucket truck operator, a traffic control guy, maybe alignment is very different than a gigantic transformer at a substation, right? And not all dispatchers are created equal. So why not a wonderful agent take an opportunity to tell them the last time this happened, this is the crew we recommend. We recommend incident commander, a substation technician, guys who unload the fluid. We have all sorts of unique people that are gonna come out to repair this transformer. And so what we're doing is we're initiating, okay, so then we understand who's available within that service territory. Hold up before you initiate callout. We are understanding, let's say, go down to the substation technician. So our agent or our dispatcher already knows, hey, I need 3 substation technicians out. And according to labor union compliance, they have seniority in these labor union agreements. You don't just call your best friend 'cause you know he's gonna get overtime. You call it a seniority, and that's based on different properties and different attributes per utility and per labor union agreement every time it changes. So that's what that seniority column is. And then they could spot check how many overtime hours he's already gotten, how far he might be from the job or from the yard. These are other things because our goal right now when we're running callouts is to reduce the number of time the technician files a grievance and the utility has to pay because they didn't do this right. And they're watching 'cause it's money, right? You file a grievance, if you're a technician, you get paid even if you don't do the job because they should have called you. So what you wanna do is initiate callout right here. And I wanna, I have options. I can cascade the callout. I need 3 substation technicians, so keep calling until they say yes, or I can monitor with my eyes. So those are your options when you initiate callout. And you can initiate it through a push notification, SFS Mobile, Through an SMS text message, or through a voice call. Hey, can you come out today? Press 1 if it's yes, 2 if it's no. And all that needs to be timestamped, when I send the call, how I notified this technician, and what his answer was. So that is initiating callout per that roster. It can be as manual or as automated as you want it. Something as like, I have to make— this case came in, that case type was a gas leak, I need a callout. I mean, that whole thing can be automated 'cause I have to get somebody out there in less than Versus I have a big transformer that's blown, and I don't even have 3 substation technicians, and I'm calling other yards, that might take a little bit more time. So we wanna make sure that this works for you and gives you the flexibility you need. Now, we initiated callouts, and we move over to the technician. So now I'm Marcus, right? I'm Marcus, I'm the technician, I said yes. And all that work order information, including data capture form with estimated time, or time of resolution, whether it's estimated or actual, is in that form. And so he understands in that pre-work brief, this is a job I need to do, these are the safety forms I need to fill out, this is a pre-job assessment I need to do, this is my machine, these are the details on the machine, this is the last person who maintained it that might not have done a good job on this machine, and this is the estimated time of resolution for me getting the lights back on for 12,000 customers. That immediately gets sent back to our mass comm manager, our incident commander, and all the other people that are very interested in when this, problem is going to be resolved, including all the way through Marketing Cloud to our customer, Sarah. Did I go through that one fast enough?

All good.

OK. So that's it. That's for emergency management. That's how we're going to take it all the way from creating that incident, understanding the audience I need to communicate with, dispatching technicians according to labor union compliance, reducing the number of grievances, and getting that information, that time of resolution as fast as possible back to our customer, Sarah. So with that, I would like to introduce the General Manager of Energy and Utilities Cloud for the wrap-up. Thank you for your time, Javier.

Thank you, Susie. Great job. All right, so let us bring her home. We've been serving this industry for the past 27 years. And over the past 10 years, we've been building energy and utilities industry-specific products. And what we have been doing very well over this period of time is connecting people, data, and asset information with a superior customer experience. That hasn't changed. What has changed is how we do things. And you saw a glimpse of that today in the demos. You saw how an agent was able to win Sarah's business automatically without human intervention. You also saw how an agent was able to comfort her and give her the information she needed when she had a bill shock over a high bill. And then when the storm hit, we just saw how the agents were able to automatically dispatch the right crew with the right information on time. That is the agentic future. But then the future is not gonna be all agentic or all human. The future of the industry is gonna be a mix of agents and humans. And then you're there sitting thinking, okay, yes, building the demo is great, it's fantastic and cool demos, but then bringing that into my environment is not that easy. I mean, and that's correct, that's right. Having the right data model that is able to connect your premise to a location to your meter or having the labor union compliance and the, safety protocols that you need to deliver in the field, and also having the information that you need to report back to the regulator, that takes time, that takes years of building the industry processes and the data model. And we've done it for you. In fact, we've done it with you because we love, as Susie said, we love to co-innovate with you and we keep doing it every single day. But what you saw in those demos is more than a data model and the industry processes. What you saw there is having the very best industry apps that deliver value on its own. And it's also the very best industry-specific agents built on a headless platform that allows you to choose the AI model that you want, that allows you to expose that information in the right channel, Whether it's ChatGPT or WhatsApp, you can choose where to expose that. And it's also giving you the flexibility to have your developers develop on top, always in a trust environment that you can always report back to the regulator. So that's what we are doing with you, building foundation and flexibility for you to deliver the, the solutions that you need for your business. Now, this is not all theoretical. Petronas and Engie has shown how you can deliver a specific business outcome with these solutions. Whether it is better customer service at a fraction of the cost, whether it's acquiring a new customer at a fraction of the cost, whether it's improving productivity in the field, These are all specific business outcomes that you can get. We are currently working with 70 out of the 100 largest energy companies in the world, and we are working with them every single day to ensure that we help them move from pilots into real business outcomes. That's what we are doing, building the capabilities, building the, energy platform that will help you transform the energy system. And now, Steve.

Yeah, one final point here. So thank you for joining us here today. As Terry mentioned when she came up about 35, 40 minutes ago, there's the really big important question of how can our industry, energy and utilities, capture the benefits of AI while managing the risks and uncertainty? We believe you need to choose a platform that gives you the freedom to adapt, the freedom to take new technologies and adopt them as the world changes. That means shifting your AI model. That means choosing your customer interface. It means much of the flexibility that this whole week has been talking about. But we also think you need to choose a platform that will give you the ability to ground in your company's context. It needs to understand energy and utilities, your world, your data. Think about how much time and money you've spent building the data environments that you have. It's hard work, it's great progress, and it should be the foundation upon which your AI agents are built. But most importantly, choose a platform that can give you both the freedom to flex and adapt and the foundation that grounds your AI agents. And we believe that platform is Salesforce for energy and utilities. Thank you.