WEBVTT

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If you ask any person who's
heading customer success,

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they'll tell you their dream
is to be proactive support.

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They don't want to be reactive,

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but most people are stuck in reactive.

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Srini, Salesforce is
one of the organizations

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that really put agentic, and agents,

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AgentForce, et cetera, on the map.

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Could you tell me a little bit more

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about what you're doing

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with agents internally within Salesforce?

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What are the use cases that
are getting the most traction?

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We have a lot of use cases,

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let me give you examples of two use cases.

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One, you know, I am not only
the Chief Engineering Officer,

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but also the Chief
Customer Success Officer.

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So we have a lot of teams which help when,

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if you come to our Salesforce website,

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if you go to help.salesforce.com,

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you know, people submit cases,

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they have issues of,

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"I have a 24/7 call center.
We have a lot of people."

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One of the things we want to do

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is we wanted to use
AgentForce in that function,

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because if you ask any person

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who's heading customer success,

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they'll tell you their dream
is to be proactive support.

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They don't want to be reactive,

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but most people are stuck in reactive.

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And once a call comes in,

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you wanna stop before,

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you wanna reach out to the customer.

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Right.

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But you don't have enough capacity,

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so you're always balancing this.

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A year back, AgentForce was
answering zero customer cases,

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and humans were answering about
1.3, 1.4 million use cases.

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Now, if you see on the,

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we put it live week over week and all,

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AgentForce is handling
almost 2 million cases,

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and humans are answering about 1.3.

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So that's a use case

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where I could use our call center people,

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I could move most of them
to proactive support,

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and reach and help customers
in their onboarding,

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and more higher end tasks.

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I mean, that's an example

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where we have a clear value addition.

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The other use cases, Salesforce,
we do a lot of events,

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you have people come in,
they give us their contacts.

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we got leads which we didn't follow up.

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And this is like a problem
every customer has,

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where you get the leads,

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but you can't afford
following up everybody

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because it's very costly.

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So you do these rating algorithms,

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you only take the top 1-2%
that your humans can call.

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So we, AgentForce, out of the box,

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we do an SDR agent,

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Software Development Representative agent.

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What he does is it takes those leads

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which you would not normally follow up,

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and then proactively follows up,

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the agent does it,

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and then create a lot
of converted pipeline,

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millions of dollars of pipeline.

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So these are two use cases
where we are using agents

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to give both on the top line
and on the bottom line impact.

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Srini, you mentioned to me

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that organizations need to move

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from having a series of agents

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to becoming an agentic enterprise.

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What do you mean by that?

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The LLMs are killing it on evals.

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You know, every day,

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you see that they're like PhD level,

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they pass this exam, that exam,

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and then when I see,

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when I go talk to customers,

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the businesses is there,

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they're not having the business value yet.

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And if you really understand why,

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it's because, LLM, it's very good,

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it's not enough.

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LLMs need a trusted context,

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it needs security guardrails,

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it needs your data layer.

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So, for us, once you have that,

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then you need the human element.

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You need change management.

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You need to look at a function

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and not just define a task and say,

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how would you,

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assuming you have a current
workflow, you need to rethink.

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A combination of saying that,

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hey, this is your current function,

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this is how I can rethink it,

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but start small.

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You know, start in steps,

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start putting points on the table,

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but you need an infrastructure
which will support it.

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And that's what we are excited
about this partnership too,

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that you, and BCG, and Salesforce

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can really help our customers

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really unlock the promise
of the agentic revolution

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and transform into agentic enterprises.

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Thank you so much, Srini.

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Really appreciate your
time, your insights,

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and your partnership with BCG.

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Thank you, Vikas.