Irina Gutman

Which brings me to our next component. It is called guardrails. Guardrails are super, super critical. When you're putting autonomous technology in front of a customer, and by the way, we'll talk about it, agent being assistive internal to the company versus customer facing agent.

But let's say in our example, we're talking about a customer facing agent that is playing a role of the customer service representative. We define its role. We know it needs to take specific action, but now we're going to give it guardrails to tell it what it's not allowed to do. For example, it can only answer questions about the order and whether shipping is free or

But let's say in our example, we're talking about a customer facing agent that is playing a role of the customer service representative. We define its role. We know it needs to take specific action, but now we're going to give it guardrails to tell it what it's not allowed to do. For example, it can only answer questions about the order and whether shipping is free or

But let's say in our example, we're talking about a customer facing agent that is playing a role of the customer service representative. We define its role. We know it needs to take specific action, but now we're going to give it guardrails to tell it what it's not allowed to do. For example, it can only answer questions about the order and whether shipping is free or

or you have to pay for based on some zip code. But if it goes beyond a certain set of questions that agent knows how to answer, it has to hand off to a human. That's where human plus AI comes in, is that always, always, always, as part of those instructions or guardrails, there is an instruction on when to hand off to a human. The next component that we need to discuss is data.

or you have to pay for based on some zip code. But if it goes beyond a certain set of questions that agent knows how to answer, it has to hand off to a human. That's where human plus AI comes in, is that always, always, always, as part of those instructions or guardrails, there is an instruction on when to hand off to a human. The next component that we need to discuss is data.

or you have to pay for based on some zip code. But if it goes beyond a certain set of questions that agent knows how to answer, it has to hand off to a human. That's where human plus AI comes in, is that always, always, always, as part of those instructions or guardrails, there is an instruction on when to hand off to a human. The next component that we need to discuss is data.

It can't take any of the actions or follow any instruction unless it has information, the knowledge to make those decisions and take those steps on. So data is the fourth component. And the last component is called channel. How is it interacting with us? Is it living on the customer's website? Is it an employee agent that lives in Slack?

It can't take any of the actions or follow any instruction unless it has information, the knowledge to make those decisions and take those steps on. So data is the fourth component. And the last component is called channel. How is it interacting with us? Is it living on the customer's website? Is it an employee agent that lives in Slack?

It can't take any of the actions or follow any instruction unless it has information, the knowledge to make those decisions and take those steps on. So data is the fourth component. And the last component is called channel. How is it interacting with us? Is it living on the customer's website? Is it an employee agent that lives in Slack?

Channel is how this agent interacts with a human being or human beings being a customer facing or internal agent. So these five components of an agent really help us understand of how we're starting to make this transition from a technology to almost a digital assistant or digital employee.

Channel is how this agent interacts with a human being or human beings being a customer facing or internal agent. So these five components of an agent really help us understand of how we're starting to make this transition from a technology to almost a digital assistant or digital employee.

Channel is how this agent interacts with a human being or human beings being a customer facing or internal agent. So these five components of an agent really help us understand of how we're starting to make this transition from a technology to almost a digital assistant or digital employee.

Mm-hmm. Thank you for explaining that. It really helps me to start thinking about how do I start onboarding an agent? Because I just cannot wait. I cannot wait until I have my own AI agent assistant. I'm like, if you know of any tools, please let me know because I'm so ready. We can build one for you. Okay, perfect. I can't wait. I really cannot wait.

Mm-hmm. Thank you for explaining that. It really helps me to start thinking about how do I start onboarding an agent? Because I just cannot wait. I cannot wait until I have my own AI agent assistant. I'm like, if you know of any tools, please let me know because I'm so ready. We can build one for you. Okay, perfect. I can't wait. I really cannot wait.

Mm-hmm. Thank you for explaining that. It really helps me to start thinking about how do I start onboarding an agent? Because I just cannot wait. I cannot wait until I have my own AI agent assistant. I'm like, if you know of any tools, please let me know because I'm so ready. We can build one for you. Okay, perfect. I can't wait. I really cannot wait.

So you, as leading the professional services team, department at Salesforce, you are helping organizations to implement these AI agents. And I'd love to spend some time talking about like, how do you really approach that?

So you, as leading the professional services team, department at Salesforce, you are helping organizations to implement these AI agents. And I'd love to spend some time talking about like, how do you really approach that?

So you, as leading the professional services team, department at Salesforce, you are helping organizations to implement these AI agents. And I'd love to spend some time talking about like, how do you really approach that?

If you can walk us through a little bit of the practices or the frameworks or the structures that you utilize to help leaders and teams think about where are we bringing these agents in and how are we training them with everything that you just shared?