Speaker 1: Bloomberg Audio Studios, Podcasts, Radio News. Market's always great to
Speaker 1: be here with you at Dreamforest. At the start of
Speaker 1: the show, the rock star of the show, thank you
Speaker 1: agent for us, of course, and you rolling that out
Speaker 1: is a big thing. I've been talking to some of
Speaker 1: your customers. They're very excited. Tell us about what lllms
Speaker 1: you built this on. Is it open AI as it is.
Speaker 2: I've never seen the customers more excited. And the reason
Speaker 2: why is these customers have been convinced something that's not true,
Speaker 2: that they have to buy an LLM, they have to
Speaker 2: go to a hyperscaler, they have to get a database,
Speaker 2: they have to buy a security technology, they have to
Speaker 2: choose a chip, they have to hook it all together themselves,
Speaker 2: they have to deiy their AI. It's not true. You
Speaker 2: do not have to diy r AI. And when we
Speaker 2: started the show, they didn't really believe it. So that's
Speaker 2: why we created a whole factory across the street as
Speaker 2: you saw in Moscowne West, where we have put more
Speaker 2: than ten thousand customers through already to show them that
Speaker 2: on the Salesforce platform, which they've already been committed to
Speaker 2: for more than twenty years, had great success in sales
Speaker 2: and service and marketing and communications and commerce and analytics
Speaker 2: and Slack and all of these technologies that now they're
Speaker 2: also building AI. And this is a shock to them,
Speaker 2: and it's exciting for us because we're showing them how
Speaker 2: once again we're future proofing their company with the Salesforce platform.
Speaker 1: So you've basically di wied it for them, software company.
Speaker 1: What models you've built it on?
Speaker 2: Is it? We have our own? We have many and
Speaker 2: they don't need to know. And they don't Why what
Speaker 2: chip am I using? You know, what hyperscal are? They
Speaker 2: don't care. They don't care what I'm using. You know,
Speaker 2: it's like what type of flowers in the cake? What
Speaker 2: kind of sugar did I buy at the store? Why
Speaker 2: does it matter? Do you like the cake? Is this
Speaker 2: is the final product that you like?
Speaker 1: All right?
Speaker 2: And I think that for our customers, they don't want
Speaker 2: to know all the pieces. They want to know does
Speaker 2: this work? And can they make a greater success for
Speaker 2: their own companies? And so when you see like a
Speaker 2: company like you know, Wiley, who's here and they're like
Speaker 2: lower their cost by fifty percent day one, right, And
Speaker 2: that is the power of technology that we're going to
Speaker 2: help them make it easier for them, lower their cost,
Speaker 2: deliver a high ROI and the Salesforce Platform just delivered
Speaker 2: that FROMIL.
Speaker 1: So let's talk about how it works. You know a
Speaker 1: lot of companies are rolling out agents now service now, Microsoft,
Speaker 1: how do we know this isn't just another buzzword like copilot?
Speaker 2: Well, I think you know that, I think and we
Speaker 2: all know now that Microsoft Copilot is basically the new
Speaker 2: Microsoft Clippy that customers have not gotten value from it.
Speaker 2: You know, these llms, this is like we're selling science
Speaker 2: projects to companies and they're tired of it. They have
Speaker 2: not gotten the value, which is why you see these
Speaker 2: customers so excited. They're coming here and they're getting immediate
Speaker 2: value and they're able to use this next generation platform
Speaker 2: to do everything that they've heard that's possible. Create an
Speaker 2: agent is a great example. How do I find tune
Speaker 2: an agent? How do I create guardrails for an agent?
Speaker 2: How do I ground an agent? And data? Well, all
Speaker 2: the data is in the Salesforce platform. All of the
Speaker 2: metadata is there, the logic is there, the workflow is there.
Speaker 2: They're just adding agents into their existing workflow and no
Speaker 2: one knew it was possible before the show, so we
Speaker 2: knew that because we hadn't created the product. And now
Speaker 2: it's so exciting because we've onboarded tens of thousands of
Speaker 2: customers and we've convinced them you don't need a DIY
Speaker 2: your AI. You can just use and you're going to
Speaker 2: get the best AI, the highest accuracy, the lowest hallucination rate.
Speaker 2: Our customer are saying in many cases it's two x
Speaker 2: the accuracy of the best models.
Speaker 1: So look, you know it's not all ways going to
Speaker 1: be smooth sailing. Disney actually just announced they've dropped Slack
Speaker 1: because they got hacked and said they're switching to an
Speaker 1: enterprise wide collaboration tool, which sounds maybe like Microsoft, what
Speaker 1: are you doing to improve Slack security and what's your
Speaker 1: response to that?
Speaker 2: Well, listen, I think our security is rock solid. This
Speaker 2: is really important, and also there's no finish line when
Speaker 2: it comes to security. But companies have to also take
Speaker 2: the right measures to prevent phishing attacks and to lock
Speaker 2: down their employees from social engineering. So we can do
Speaker 2: our part, but our customers also have to do their part.
Speaker 2: That's extremely important. But the second thing that's important is
Speaker 2: over twenty five years, we've shown that this model is
Speaker 2: the most trusted, most secure, most capable model. Disney's a
Speaker 2: great example. They run the Disney Store on Salesforce, the
Speaker 2: Disney guides are on Salesforce, all of the sales and
Speaker 2: service operations Disney plus call center and contact centers on Salesforce.
Speaker 2: We are the customer service capability and they're the proving
Speaker 2: ground actually for our new AI system. So our next
Speaker 2: generation AI was actually proven at Disney. It's amazing. They've
Speaker 2: shown us incredible metrics and I'm really looking forward to,
Speaker 2: you know, future success with Disney. But it's incredible that
Speaker 2: customers are able to see this value from these platforms.
Speaker 2: This is that's what's really exciting.
Speaker 1: And let's talk about the money, because I'm curious about
Speaker 1: how you got to this two dollars per conversation and
Speaker 1: just how much additional revenue you think agent Force is
Speaker 1: going to drive.
Speaker 2: Well, Look, our goal is very simple. We want to
Speaker 2: get what we call a billion agents you know, in
Speaker 2: place for our customers within the next twelve months. And
Speaker 2: that means we're going to have to deploy it in
Speaker 2: one hundreds of thousands of customers, okay, and get them
Speaker 2: all to roll this out to build this huge blanket
Speaker 2: with all of their conc and of course the funny
Speaker 2: thing is, we say a billion agents, but you know
Speaker 2: it's only one piece of code. The Salesforce platform is
Speaker 2: automating all your customer touch points, building a huge data
Speaker 2: cloud and all your agents, but it's all one piece
Speaker 2: of code that you're just connected to. And that idea
Speaker 2: that it's one piece of code, well then we're of course,
Speaker 2: you know, we've always charged you know, per email or
Speaker 2: per commerce transaction, and now per conversation. It's consumption pricing.
Speaker 2: In some cases it's per user pricing, like in our
Speaker 2: sales cloud or our service cloud, so it's a mix
Speaker 2: of two different pricing models. But we're of course work
Speaker 2: with our customers, and you know, we have tens of
Speaker 2: thousands of customer facing professionals who work with them to
Speaker 2: make the right agreement with our customers every single time.
Speaker 1: All right, Well, it's great to be with you here
Speaker 1: in person, and.
Speaker 2: To always fun to be with you, Agent Thrill, you
Speaker 2: could come back.
Speaker 1: Salesforce Chair CEO and founder Mark Benioff, good to have
Speaker 1: you