Bernard Slowey

The very next day, the very next day, we saw a case where someone asked, how do I integrate this competitor's product with Salesforce? We have great content on that. But what happened? AgentForce didn't answer, right? Because we'd given it this strict guardrails of what not to do. So this was the learning moment for us. We went back into AgentForce and we coached it.

Just like you would coach a human employee. We told it, we deleted that guardrail and we said, listen, you're a Salesforce employee. You're a customer service agent. Put the best interest of Salesforce in everything you do. That was what we wrote. And so we taught it, we taught it to think. We were treating it like an old school chatbot. Don't do this. If that do this, right?

Just like you would coach a human employee. We told it, we deleted that guardrail and we said, listen, you're a Salesforce employee. You're a customer service agent. Put the best interest of Salesforce in everything you do. That was what we wrote. And so we taught it, we taught it to think. We were treating it like an old school chatbot. Don't do this. If that do this, right?

Just like you would coach a human employee. We told it, we deleted that guardrail and we said, listen, you're a Salesforce employee. You're a customer service agent. Put the best interest of Salesforce in everything you do. That was what we wrote. And so we taught it, we taught it to think. We were treating it like an old school chatbot. Don't do this. If that do this, right?

Instead, it was like, no, no, you're smart. We just need you to think this way. And that solved that problem. And so that was a huge learning for me and my team. It's like this prompt design, this prompt engineer, and it's a discipline now that's in the industry. And it's like, it's really, really need to think through it on what you write and how you write it.

Instead, it was like, no, no, you're smart. We just need you to think this way. And that solved that problem. And so that was a huge learning for me and my team. It's like this prompt design, this prompt engineer, and it's a discipline now that's in the industry. And it's like, it's really, really need to think through it on what you write and how you write it.

Instead, it was like, no, no, you're smart. We just need you to think this way. And that solved that problem. And so that was a huge learning for me and my team. It's like this prompt design, this prompt engineer, and it's a discipline now that's in the industry. And it's like, it's really, really need to think through it on what you write and how you write it.

I think maybe coming back to Lauren's question, which I didn't do a good job of answering on, of like risk averse versus pushing. Like we definitely had like people internally, like I used to, like we obviously Slack, Salesforce, it's a massive product for us. And so we all live in Slack.

I think maybe coming back to Lauren's question, which I didn't do a good job of answering on, of like risk averse versus pushing. Like we definitely had like people internally, like I used to, like we obviously Slack, Salesforce, it's a massive product for us. And so we all live in Slack.

I think maybe coming back to Lauren's question, which I didn't do a good job of answering on, of like risk averse versus pushing. Like we definitely had like people internally, like I used to, like we obviously Slack, Salesforce, it's a massive product for us. And so we all live in Slack.

I would get Slacks every single day from people in the company giving me examples of where it didn't do a good job. A lot of the times they were people that were very knowledgeable in Salesforce products asking it a very detailed question. And a lot of the times the problem wasn't agent force. The problem is the content in the back end that it's trained on. If you don't have good content, right?

I would get Slacks every single day from people in the company giving me examples of where it didn't do a good job. A lot of the times they were people that were very knowledgeable in Salesforce products asking it a very detailed question. And a lot of the times the problem wasn't agent force. The problem is the content in the back end that it's trained on. If you don't have good content, right?

I would get Slacks every single day from people in the company giving me examples of where it didn't do a good job. A lot of the times they were people that were very knowledgeable in Salesforce products asking it a very detailed question. And a lot of the times the problem wasn't agent force. The problem is the content in the back end that it's trained on. If you don't have good content, right?

It's only as good as the knowledge it has access to. And people will go and they try it with ChatGPT and they go, well, ChatGPT gives me this answer. I say, yeah, but ChatGPT has access to the whole internet. So it can pull an answer from Reddit. It can pull an answer from some blog somewhere. And the risk of that is hallucinations, right?

It's only as good as the knowledge it has access to. And people will go and they try it with ChatGPT and they go, well, ChatGPT gives me this answer. I say, yeah, but ChatGPT has access to the whole internet. So it can pull an answer from Reddit. It can pull an answer from some blog somewhere. And the risk of that is hallucinations, right?

It's only as good as the knowledge it has access to. And people will go and they try it with ChatGPT and they go, well, ChatGPT gives me this answer. I say, yeah, but ChatGPT has access to the whole internet. So it can pull an answer from Reddit. It can pull an answer from some blog somewhere. And the risk of that is hallucinations, right?

That's what scares companies on these agents is like, so ours is one of the, what I mentioned earlier on, but agent force you limited to your own content set. So with that, sometimes if it didn't have the right content, it didn't do a good answer. So we had to work on updating our content. I think it actually exposed to us areas where we didn't realize we didn't have great content. Yeah.

That's what scares companies on these agents is like, so ours is one of the, what I mentioned earlier on, but agent force you limited to your own content set. So with that, sometimes if it didn't have the right content, it didn't do a good answer. So we had to work on updating our content. I think it actually exposed to us areas where we didn't realize we didn't have great content. Yeah.

That's what scares companies on these agents is like, so ours is one of the, what I mentioned earlier on, but agent force you limited to your own content set. So with that, sometimes if it didn't have the right content, it didn't do a good answer. So we had to work on updating our content. I think it actually exposed to us areas where we didn't realize we didn't have great content. Yeah.

No, no, I don't think anyone has a clean house. We had, we have an advantage at Salesforce that we have this other product called Data Cloud. And with Data Cloud, like people always ask me where we started with AgentForce. And what I tell people is like, it's like when you have a new employee start, what do you do? you give them access to data, right?