Bernard Slowey

It's like, hey, if I'm having an issue, you need to be able to answer me quickly, right? And so let me now show you what this looks like now. So this is help.salesforce.com now. And so what you can see is it's a completely different experience. It's a full screen experience of agent force. So you can go in and ask it any questions I mentioned earlier.

It doesn't matter whether you're logged in or not, you can engage with agent force. And what we've done as well is you asked me like, how do we determine the success, right? We believe transparency is key for trust. So what we've done is down the bottom, you can see down here, we actually have a live ticker to show how many agent force conversations. So since launch, you know, we've had 450,000

It doesn't matter whether you're logged in or not, you can engage with agent force. And what we've done as well is you asked me like, how do we determine the success, right? We believe transparency is key for trust. So what we've done is down the bottom, you can see down here, we actually have a live ticker to show how many agent force conversations. So since launch, you know, we've had 450,000

It doesn't matter whether you're logged in or not, you can engage with agent force. And what we've done as well is you asked me like, how do we determine the success, right? We believe transparency is key for trust. So what we've done is down the bottom, you can see down here, we actually have a live ticker to show how many agent force conversations. So since launch, you know, we've had 450,000

conversations with AgentForce. So since October the 11th, that's a pretty huge number. And then you can see, we also try and show our human tickets as well, because we want to try and show people. But what I want to show you is just something a little bit cool here now. And I go, you can click on this, here's how.

conversations with AgentForce. So since October the 11th, that's a pretty huge number. And then you can see, we also try and show our human tickets as well, because we want to try and show people. But what I want to show you is just something a little bit cool here now. And I go, you can click on this, here's how.

conversations with AgentForce. So since October the 11th, that's a pretty huge number. And then you can see, we also try and show our human tickets as well, because we want to try and show people. But what I want to show you is just something a little bit cool here now. And I go, you can click on this, here's how.

And what that will do, it's going to show you all of our metrics and how we measure success. So this is our customer zero page. And you'll actually see there's a video there that some of me and my team are in to talk about our implementation. But what we show you is you can actually look at all of our data and you can go back to any date since we launched.

And what that will do, it's going to show you all of our metrics and how we measure success. So this is our customer zero page. And you'll actually see there's a video there that some of me and my team are in to talk about our implementation. But what we show you is you can actually look at all of our data and you can go back to any date since we launched.

And what that will do, it's going to show you all of our metrics and how we measure success. So this is our customer zero page. And you'll actually see there's a video there that some of me and my team are in to talk about our implementation. But what we show you is you can actually look at all of our data and you can go back to any date since we launched.

What you asked earlier on is like, how do we measure success? Right. And so what we look at is think about this as a funnel, right? Someone has a conversation with agent force, right? It comes back with an answer and you go away. And we consider that resolved, right? So you asked it a question, it came back with an answer and you go away.

What you asked earlier on is like, how do we measure success? Right. And so what we look at is think about this as a funnel, right? Someone has a conversation with agent force, right? It comes back with an answer and you go away. And we consider that resolved, right? So you asked it a question, it came back with an answer and you go away.

What you asked earlier on is like, how do we measure success? Right. And so what we look at is think about this as a funnel, right? Someone has a conversation with agent force, right? It comes back with an answer and you go away. And we consider that resolved, right? So you asked it a question, it came back with an answer and you go away.

You don't, when I say go away, you don't want to create a case with a human. And so you can see our resolve metric is like mid to high 80s, right? But We also get asked questions, but is that really resolved? Like, how can you determine that was resolved? Like maybe the question I just went away.

You don't, when I say go away, you don't want to create a case with a human. And so you can see our resolve metric is like mid to high 80s, right? But We also get asked questions, but is that really resolved? Like, how can you determine that was resolved? Like maybe the question I just went away.

You don't, when I say go away, you don't want to create a case with a human. And so you can see our resolve metric is like mid to high 80s, right? But We also get asked questions, but is that really resolved? Like, how can you determine that was resolved? Like maybe the question I just went away.

And so what we've implemented now is we have something called customer confirmed resolution, which is in the flow of the conversation. We ask the question at the end of the conversation, hey, did this resolve your issue? Yes or no. And on that customer confirmed resolution right now, we're about 76%.

And so what we've implemented now is we have something called customer confirmed resolution, which is in the flow of the conversation. We ask the question at the end of the conversation, hey, did this resolve your issue? Yes or no. And on that customer confirmed resolution right now, we're about 76%.

And so what we've implemented now is we have something called customer confirmed resolution, which is in the flow of the conversation. We ask the question at the end of the conversation, hey, did this resolve your issue? Yes or no. And on that customer confirmed resolution right now, we're about 76%.

So that's a really good data point for us that like all of these conversations that you're having at the highest level, it's probably about 80 something. And then customers are telling us it's about 76 when they answer that question. The other two metrics I just wanted to show you so I can help explain it is we also look at this thing. This is the agent force conversation handoff.