Bernard Slowey

And so there is that expectation setting. And that's why I think that experience agent to human is critical because you need to make it easy that someone can go, oh, actually, you know what? I just want to go true to the human.

And so there is that expectation setting. And that's why I think that experience agent to human is critical because you need to make it easy that someone can go, oh, actually, you know what? I just want to go true to the human.

It's interesting, actually, we spend a lot of time as a team just thinking about like, what do we not want it to answer questions on? And so one example is we have a simple guardrail that you should only answer questions on Salesforce products. which I think every company would do. Right. Like, it's funny. I look at I look at our conversations every day.

It's interesting, actually, we spend a lot of time as a team just thinking about like, what do we not want it to answer questions on? And so one example is we have a simple guardrail that you should only answer questions on Salesforce products. which I think every company would do. Right. Like, it's funny. I look at I look at our conversations every day.

It's interesting, actually, we spend a lot of time as a team just thinking about like, what do we not want it to answer questions on? And so one example is we have a simple guardrail that you should only answer questions on Salesforce products. which I think every company would do. Right. Like, it's funny. I look at I look at our conversations every day.

I go in and read some of the ones and I can see like we have a sediment analysis that runs on our conversations that tells me whether they are positive, neutral or negative. And I can go look at the negative ones and see what it was. And so like some of the negative ones, people ask, like, how do I cook pasta? And so like agent force didn't respond. And I'm like, wow.

I go in and read some of the ones and I can see like we have a sediment analysis that runs on our conversations that tells me whether they are positive, neutral or negative. And I can go look at the negative ones and see what it was. And so like some of the negative ones, people ask, like, how do I cook pasta? And so like agent force didn't respond. And I'm like, wow.

I go in and read some of the ones and I can see like we have a sediment analysis that runs on our conversations that tells me whether they are positive, neutral or negative. And I can go look at the negative ones and see what it was. And so like some of the negative ones, people ask, like, how do I cook pasta? And so like agent force didn't respond. And I'm like, wow.

Like, and I think it's because like people think chat GPT. And so they want to go ask it anything. And like, no, we've confined it into the world of please don't answer anything. Just answer questions related to Salesforce. you know, so that was one, it seems obvious, but like, that's a, that's a design choice.

Like, and I think it's because like people think chat GPT. And so they want to go ask it anything. And like, no, we've confined it into the world of please don't answer anything. Just answer questions related to Salesforce. you know, so that was one, it seems obvious, but like, that's a, that's a design choice.

Like, and I think it's because like people think chat GPT. And so they want to go ask it anything. And like, no, we've confined it into the world of please don't answer anything. Just answer questions related to Salesforce. you know, so that was one, it seems obvious, but like, that's a, that's a design choice.

If you want, you could give like these things access to the internet and say, Hey, go, go answer all of these things. Other things. It was funny. Like we were sitting down and going, God, we don't want it to try answer questions on Mark Benioff. Like we, We don't want people to be asking questions about our CEO and it comes back and says, you know, because that's not ours. It's a support persona.

If you want, you could give like these things access to the internet and say, Hey, go, go answer all of these things. Other things. It was funny. Like we were sitting down and going, God, we don't want it to try answer questions on Mark Benioff. Like we, We don't want people to be asking questions about our CEO and it comes back and says, you know, because that's not ours. It's a support persona.

If you want, you could give like these things access to the internet and say, Hey, go, go answer all of these things. Other things. It was funny. Like we were sitting down and going, God, we don't want it to try answer questions on Mark Benioff. Like we, We don't want people to be asking questions about our CEO and it comes back and says, you know, because that's not ours. It's a support persona.

It's a support site. That's not what it should be for. So we set guardrails. If someone asks about one of our leadership team, it will point them to our investor relations page. You know, so it's really interesting. Like it's an exercise you need to do with your team. Where do I want it to answer? And then probably more importantly, where do you not want it to answer?

It's a support site. That's not what it should be for. So we set guardrails. If someone asks about one of our leadership team, it will point them to our investor relations page. You know, so it's really interesting. Like it's an exercise you need to do with your team. Where do I want it to answer? And then probably more importantly, where do you not want it to answer?

It's a support site. That's not what it should be for. So we set guardrails. If someone asks about one of our leadership team, it will point them to our investor relations page. You know, so it's really interesting. Like it's an exercise you need to do with your team. Where do I want it to answer? And then probably more importantly, where do you not want it to answer?

Totally. And the other thing I'd say, Lauren, is like companies kind of treat it like a traditional software release, right? Like, hey, we're going to go do all this work. I'm going to bang, release this thing. And like, it's not a one and done. It's a constant refinement. It's a constant looking at the performance. Why was it doing things this way? Like, did we not have content for that?

Totally. And the other thing I'd say, Lauren, is like companies kind of treat it like a traditional software release, right? Like, hey, we're going to go do all this work. I'm going to bang, release this thing. And like, it's not a one and done. It's a constant refinement. It's a constant looking at the performance. Why was it doing things this way? Like, did we not have content for that?

Totally. And the other thing I'd say, Lauren, is like companies kind of treat it like a traditional software release, right? Like, hey, we're going to go do all this work. I'm going to bang, release this thing. And like, it's not a one and done. It's a constant refinement. It's a constant looking at the performance. Why was it doing things this way? Like, did we not have content for that?