Kishan Chetan

But with the AI agent, it's powered by LLMs. So that means that the whole interaction is far more conversational. Its reasoning goes well beyond like a rule-based system. It truly has the ability to reason based on all of your data that's in your system, whether it's your order information, whether it's your knowledge or this documentation.

But with the AI agent, it's powered by LLMs. So that means that the whole interaction is far more conversational. Its reasoning goes well beyond like a rule-based system. It truly has the ability to reason based on all of your data that's in your system, whether it's your order information, whether it's your knowledge or this documentation.

But with the AI agent, it's powered by LLMs. So that means that the whole interaction is far more conversational. Its reasoning goes well beyond like a rule-based system. It truly has the ability to reason based on all of your data that's in your system, whether it's your order information, whether it's your knowledge or this documentation.

And then it drives these actions, which can be very broad. And so that's the combination of all of them. And then we built this thing in AgentForce where you can like kind of train this agent to be focused on specific skills, address a set of topics and drive actions. So it's a lot more open and a lot more intelligent than the chatbot, which is more rule-based.

And then it drives these actions, which can be very broad. And so that's the combination of all of them. And then we built this thing in AgentForce where you can like kind of train this agent to be focused on specific skills, address a set of topics and drive actions. So it's a lot more open and a lot more intelligent than the chatbot, which is more rule-based.

And then it drives these actions, which can be very broad. And so that's the combination of all of them. And then we built this thing in AgentForce where you can like kind of train this agent to be focused on specific skills, address a set of topics and drive actions. So it's a lot more open and a lot more intelligent than the chatbot, which is more rule-based.

That's exactly right.

That's exactly right.

That's exactly right.

Yeah, and that is super crucial and something that we think a lot about, Lauren. That's absolutely crucial. Because, listen, there are reasons why an AI agent might not be able to handle it. That's because there are things that just need the human ones in judgment. What if a customer sounds really pissed and angry? You perhaps don't want to have that in that conversation. Or...

Yeah, and that is super crucial and something that we think a lot about, Lauren. That's absolutely crucial. Because, listen, there are reasons why an AI agent might not be able to handle it. That's because there are things that just need the human ones in judgment. What if a customer sounds really pissed and angry? You perhaps don't want to have that in that conversation. Or...

Yeah, and that is super crucial and something that we think a lot about, Lauren. That's absolutely crucial. Because, listen, there are reasons why an AI agent might not be able to handle it. That's because there are things that just need the human ones in judgment. What if a customer sounds really pissed and angry? You perhaps don't want to have that in that conversation. Or...

Because of your process, if that discussion is about buying a new product or doing more upselling, you might really need to have that human connection in there. So your business need might drive that human connection. But what becomes really important is to pass the full context and have all of that context always available for the human. So which means... Like a very simple thing.

Because of your process, if that discussion is about buying a new product or doing more upselling, you might really need to have that human connection in there. So your business need might drive that human connection. But what becomes really important is to pass the full context and have all of that context always available for the human. So which means... Like a very simple thing.

Because of your process, if that discussion is about buying a new product or doing more upselling, you might really need to have that human connection in there. So your business need might drive that human connection. But what becomes really important is to pass the full context and have all of that context always available for the human. So which means... Like a very simple thing.

How often have you had an experience where you've entered all this information in a form or with a bot, and then you go into a person, they're asking you the same questions, and you're like, why didn't you know this? Like, I've already entered it like two times in this conversation. Like, are you seriously asking me for my email? Like, are you crazy?

How often have you had an experience where you've entered all this information in a form or with a bot, and then you go into a person, they're asking you the same questions, and you're like, why didn't you know this? Like, I've already entered it like two times in this conversation. Like, are you seriously asking me for my email? Like, are you crazy?

How often have you had an experience where you've entered all this information in a form or with a bot, and then you go into a person, they're asking you the same questions, and you're like, why didn't you know this? Like, I've already entered it like two times in this conversation. Like, are you seriously asking me for my email? Like, are you crazy?

So I think that stuff's like the thing that we should not do, right? So you should make this experience like super seamless. So that way when you go in, You know all of this information. You've taken everything that you've had from the bot or the agent in this case, and that's available to the human agent to do really well. Then we also have agents that sit alongside the human.

So I think that stuff's like the thing that we should not do, right? So you should make this experience like super seamless. So that way when you go in, You know all of this information. You've taken everything that you've had from the bot or the agent in this case, and that's available to the human agent to do really well. Then we also have agents that sit alongside the human.