Bernard Slowey

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?

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?

You give them content, you train them so that they can start to be up-skilled and be able to do their job. And so Data Cloud allowed us to take all of these different data sources, right? These knowledge articles, these products, and actually hydrate them all into Data Cloud. And then that gave AgentForce this foundation. It's able to access all of this data in Data Cloud.

You give them content, you train them so that they can start to be up-skilled and be able to do their job. And so Data Cloud allowed us to take all of these different data sources, right? These knowledge articles, these products, and actually hydrate them all into Data Cloud. And then that gave AgentForce this foundation. It's able to access all of this data in Data Cloud.

You give them content, you train them so that they can start to be up-skilled and be able to do their job. And so Data Cloud allowed us to take all of these different data sources, right? These knowledge articles, these products, and actually hydrate them all into Data Cloud. And then that gave AgentForce this foundation. It's able to access all of this data in Data Cloud.

That's the unstructured data. And as I mentioned earlier on, we're now going to give it access to structured data as well. So I think I had a bit of an unfair advantage where I had access to Data Cloud because I work in Salesforce. But when I talk to customers, I'm like, this needs to be part of the solution.

That's the unstructured data. And as I mentioned earlier on, we're now going to give it access to structured data as well. So I think I had a bit of an unfair advantage where I had access to Data Cloud because I work in Salesforce. But when I talk to customers, I'm like, this needs to be part of the solution.

That's the unstructured data. And as I mentioned earlier on, we're now going to give it access to structured data as well. So I think I had a bit of an unfair advantage where I had access to Data Cloud because I work in Salesforce. But when I talk to customers, I'm like, this needs to be part of the solution.

Like you can use it without data cloud, but if you can have a repository that can contain all of this data and can bring it all in, it can normalize it, it can standardize it, then you have a huge advantage as you go live in these agents.

Like you can use it without data cloud, but if you can have a repository that can contain all of this data and can bring it all in, it can normalize it, it can standardize it, then you have a huge advantage as you go live in these agents.

Like you can use it without data cloud, but if you can have a repository that can contain all of this data and can bring it all in, it can normalize it, it can standardize it, then you have a huge advantage as you go live in these agents.

We learned this kind of the hard way. So we're a couple of months in now and our agent force implementation still feels a little bit robotic. Like it responds to you, it gives the right answer. And so what we learned is what else do you do when a new employee starts in a service world, right? Yes, you train them on the hard skills. Right.

We learned this kind of the hard way. So we're a couple of months in now and our agent force implementation still feels a little bit robotic. Like it responds to you, it gives the right answer. And so what we learned is what else do you do when a new employee starts in a service world, right? Yes, you train them on the hard skills. Right.

We learned this kind of the hard way. So we're a couple of months in now and our agent force implementation still feels a little bit robotic. Like it responds to you, it gives the right answer. And so what we learned is what else do you do when a new employee starts in a service world, right? Yes, you train them on the hard skills. Right.

Like, do they have the information to answer these problems? But you also train them on the soft skills. Right. The way that you deliver a difficult message. Right. If you're a support engineer, like we spend a lot of times on that soft skill training. And so what we forgot to do with agent force is we trained it on the hard skills, but we didn't focus on the soft skills.

Like, do they have the information to answer these problems? But you also train them on the soft skills. Right. The way that you deliver a difficult message. Right. If you're a support engineer, like we spend a lot of times on that soft skill training. And so what we forgot to do with agent force is we trained it on the hard skills, but we didn't focus on the soft skills.

Like, do they have the information to answer these problems? But you also train them on the soft skills. Right. The way that you deliver a difficult message. Right. If you're a support engineer, like we spend a lot of times on that soft skill training. And so what we forgot to do with agent force is we trained it on the hard skills, but we didn't focus on the soft skills.

And we talk about this as the head and the heart. We were very much focused on the head, the brain element of it, and not enough on the heart. So now we're doing a lot of work where we're actually taking the training that we train our support engineers on, and we're using that around some of the prompts for agent force. So just think about it as we're giving agent force access to that training.

And we talk about this as the head and the heart. We were very much focused on the head, the brain element of it, and not enough on the heart. So now we're doing a lot of work where we're actually taking the training that we train our support engineers on, and we're using that around some of the prompts for agent force. So just think about it as we're giving agent force access to that training.

And we talk about this as the head and the heart. We were very much focused on the head, the brain element of it, and not enough on the heart. So now we're doing a lot of work where we're actually taking the training that we train our support engineers on, and we're using that around some of the prompts for agent force. So just think about it as we're giving agent force access to that training.