David Schmaier

And we showed a live simulation where a customer in the pre-agent world tried to return a sweater through customer service at Saks Fifth Ave and went through the normal phone tree for customer service. If you know the name of the person you're trying to reach, type it in now. If you'd like to talk to somebody in one of our stores for our store directory, punch straight in.

And we showed a live simulation where a customer in the pre-agent world tried to return a sweater through customer service at Saks Fifth Ave and went through the normal phone tree for customer service. If you know the name of the person you're trying to reach, type it in now. If you'd like to talk to somebody in one of our stores for our store directory, punch straight in.

That's not great customer service in our opinion. And so what we showed is a working agent that we literally built in minutes for Saks Fifth Ave with their CEO and their chief technology officer, where you could talk to this agent and literally have a conversation with the agent and say, Hey, I bought the sweater. It's a size medium.

That's not great customer service in our opinion. And so what we showed is a working agent that we literally built in minutes for Saks Fifth Ave with their CEO and their chief technology officer, where you could talk to this agent and literally have a conversation with the agent and say, Hey, I bought the sweater. It's a size medium.

I'd like to exchange it for a large cause it doesn't quite fit right. and you're literally having a conversation like you and I are having a conversation now, but it's not with the person, it's with an autonomous AI agent.

I'd like to exchange it for a large cause it doesn't quite fit right. and you're literally having a conversation like you and I are having a conversation now, but it's not with the person, it's with an autonomous AI agent.

I'm sure you and all the listeners out there have used chatbots before. And this is way beyond that chatbot experience in a number of different reasons. First, the chatbot experience feels very robotic. And the reason it feels robotic is in many ways it is. It's programmed with if-then-else stuff. So if you say this, then it should say that.

I'm sure you and all the listeners out there have used chatbots before. And this is way beyond that chatbot experience in a number of different reasons. First, the chatbot experience feels very robotic. And the reason it feels robotic is in many ways it is. It's programmed with if-then-else stuff. So if you say this, then it should say that.

And if you say that, then it should say this next thing. And first of all, that's very brittle because it's hard to anticipate what people say because people are unpredictable and the situations are unpredictable that customers have. So now with a AI large language model underneath the reasoning engine that reasons just like you and I do, now the AI can listen It can learn.

And if you say that, then it should say this next thing. And first of all, that's very brittle because it's hard to anticipate what people say because people are unpredictable and the situations are unpredictable that customers have. So now with a AI large language model underneath the reasoning engine that reasons just like you and I do, now the AI can listen It can learn.

And with voice AI, as we showed at our Dreamforce conference, if you Google this sex video at Dreamforce, you can see this live. We created an agent called Sophie. We are literally talking to Sophie and having a real live conversation with Sophie. And in this demonstration, we show that Sophie offers to return the sweater via FedEx directly.

And with voice AI, as we showed at our Dreamforce conference, if you Google this sex video at Dreamforce, you can see this live. We created an agent called Sophie. We are literally talking to Sophie and having a real live conversation with Sophie. And in this demonstration, we show that Sophie offers to return the sweater via FedEx directly.

in three days, but the scenario we were showing is the customer needs it tomorrow, which is a real life situation that you couldn't possibly anticipate with the chatbot. And so the reasoning engine says, oh, well, instead of getting the new sweater by FedEx, you can stop by our local San Francisco store, which is three blocks away, and you can get it in two hours. Would that work for you?

in three days, but the scenario we were showing is the customer needs it tomorrow, which is a real life situation that you couldn't possibly anticipate with the chatbot. And so the reasoning engine says, oh, well, instead of getting the new sweater by FedEx, you can stop by our local San Francisco store, which is three blocks away, and you can get it in two hours. Would that work for you?

and that's real customer service that's the kind of memorable magical customer experience that we think all of us want and in the year 2024 when you have an amazing customer experience you never never forget it and we think there's going to be more of that in this agent ai agent world and in our agentic future

and that's real customer service that's the kind of memorable magical customer experience that we think all of us want and in the year 2024 when you have an amazing customer experience you never never forget it and we think there's going to be more of that in this agent ai agent world and in our agentic future

Sure. We are working with one of the largest healthcare companies in the world. Healthcare is a big business for us. And there's a, what I would call fragmented customer experience with most healthcare companies today. You know, you get your labs, you go in for your physical, and then you get your diagnostic information. And then you go to a generalist who has to refer you to a specialist.

Sure. We are working with one of the largest healthcare companies in the world. Healthcare is a big business for us. And there's a, what I would call fragmented customer experience with most healthcare companies today. You know, you get your labs, you go in for your physical, and then you get your diagnostic information. And then you go to a generalist who has to refer you to a specialist.

And it really is kind of maddening how complicated it is. And, you know, I'm not a doctor. And as far as I know, Lynn, I don't think you are. But you feel like you need to go to medical school because you're now the advocate for your own patient journey. And so what if you imagine this future where you had a medical concierge, your own AI physician,

And it really is kind of maddening how complicated it is. And, you know, I'm not a doctor. And as far as I know, Lynn, I don't think you are. But you feel like you need to go to medical school because you're now the advocate for your own patient journey. And so what if you imagine this future where you had a medical concierge, your own AI physician,