Salesforce, Inc. (CRM) Earnings Call Transcript & Summary

Hi, everyone. My name is Paul. Welcome to this webinar on how you can scale service your customers love with automation and AI. Now we recognized there's [indiscernible] a better time to learn how to do more with less. And for this webinar today, we'll share on how high-performing service organizations [indiscernible] by driving efficiency and delighting customers through transformative technology solutions, including automation, AI and a robust CRM platform that connects every channel in real time. Now we are planning to talk about product today. So we do ask that you base your purchasing decisions on readily available product information. And allow me to also run through a few housekeeping pointers so that you can best benefit from the session. Number one, please make sure you're on mute. If you also like to ask a question, there's a Q&A tab on the console. And any issues, please refresh your browser. You'll be brought back to the live session. And a recording of this video will be sent to you. Any links to additional content may be found in the related contact box. Now that we have that out of the way, let's get started. Now we're excited [indiscernible], Group Director of Commercial Innovation at Anantara Vacation Club with us today. We also have Abhay, Principal Service Cloud Solution Engineer; and myself, Paul, your host and Service Cloud Lead as Salesforce ASEAN. And here's how we're going to spend our time together. We'll start with the state of service and some CX challenges that all organizations face, then an overview of what it takes to address the challenge and our approach to solving the problem, followed by our guest speaker, Matt, sharing about Anantara's journey and where they're at today, followed by a live demo. And then we'll wrap things up with some closing thoughts. And before ending the Q&A, if we have some time, a quick video on Einstein GPT. So let's dive in. And we will start with the state of service. Now what is the state of service today? You're all probably here for a variety of different reasons. We will focus on 3 questions. Number one, where should businesses focus during an economic downturn? Number two, when reduction of costs, downsizing and increasing revenue are priorities, why should businesses invest in service? And three, when things are changing faster than ever, how do you meet customer expectations? And I'd like to refer this to my Everything, Everywhere All at Once problem that we, in customer service, customer experience and business operation in general, are facing today. I'm not sure if you all watched the movie. If you did or do, I think you will understand. But 1 and 2 are separate questions, but they are related, so I'll address them together. To answer question 1 and 2, and do not take my word for it, let's turn to McKinsey and the analysis they conducted during the [indiscernible] financial crisis. They found that during the crisis, CX business leaders and businesses that started to or continue to invest in CX delivered 3x more revenue and shareholder value than the laggards. So better CX leads to increased revenue. Now we need to understand why, and I'll think about 3 steps to get us there. Because -- number one, because finding an alternative for a product or service is one swipe or scroll away, better CX leads to loyal customers who, in turn, are happy to share their experiences on Facebook, Instagram, Twitter, TikTok, reviews, et cetera. The level of access to knowledge information is unprecedented. Number two, if you accept the above that consumers have easy access to alternatives, then indeed, CX is your key differentiator. The emotions that people have based on the experiences with your brand are just as or more important than your product or service. If this sounds to you like we're trying to build relationships, you're absolutely correct. Before, things were transactional. Consumers did not have the level of access to businesses, the size of product or service or the ads we used to see on TV. Now consumers are trying to see if businesses align with their values and belief systems. And they have the access to the information to make those decisions. So in the modern era of customer care, building relationships, retaining customers and CX is, at the very least, just as important as your product or service. And three, you're probably asking: what data backs this up? Well, there are several probably reference data on Gen Z and millennials. Now there are approximately 1.8 billion Gen Z and millennials globally, and this group cancels a service or returns a product, at least 5 times a year, for poor customer service. That means at the very least, 9 billion services or products are canceled from just the Gen Z and millennial population alone. Yes, cancel culture is a scary thing, and therefore, CX is the key differentiator for businesses today. But the recipe for customers success is obviously not easy. 83% of customers expect to interact with someone immediately. 79% expect to resolve complex problems through 1 person. 60% of service professionals shared customer expectations have increased since before the pandemic. And 94% of customers say a positive service experience makes them more likely to purchase. So when CX is important in a world where it's impossible [ leverage ] your preferences, expectations are growing, yet businesses [indiscernible] more or less, it's no surprise that in today's all-digital world, more and more customers prefer self-service. Now if you follow along so far, now we understand why CX has become so important. The challenges that are created by the shift in people's behavior and attitude, so what is the solution? To successfully meet customer expectations where we need to be -- to basically be doing everything and be everywhere, we do all at once during a time when all organizations are feeling the pressure to be more productive and efficient. You need to shift to scale service from high touch to no touch with automation and AI. This means scaling your service offerings to make every service interaction as low touch as possible because when customers are able to help themselves, service teams will focus on those more complex interactions. For high-touch interactions like field service, this means before sending a technician to go on site, jumping on a video call where customers can make annotations, agents can use AR to guide customers to check they fully understand the problem because sometimes a video speaks a thousand words. For low-touch interactions like contact center engagements, this means moving those conversations to chatbots, providing self-service resources. And for no-touch interactions, of course, that's all self-service, providing a more personalized and proactive experience, so you are still improving customer satisfaction with every interaction. Ultimately, shifting to scale is your key to reducing cost and finding success in today's world. So on a high level, how can we at Salesforce help you in your organization achieve these goals? Well, your business can reduce cost by empowering customers resolve issues themselves first. With Service Cloud, your teams can scale a connected self-service experience across your entire business. You can use automation to improve agent productivity with guided workflows and a branded portal experience. You can personalize customer support with intelligence in select cases with AI-powered chatbots. And it works. Our customers are seeing a 27% reduction in support costs. Now with Einstein for service, companies empower agents and customers with intelligence built into every experience; automate common service interactions and routine requests across every digital channel and, most importantly, gather insights; assist agents [indiscernible] more complex cases; [indiscernible] machine learning from past cases; and optimize service we predict with service KPIs and AI-powered recommendations. This results in a 29% increase in case deflection, which means we're saving your agents roughly 30% of their time that they would have spent on cases that did not require their intervention. Now imagine what this would do for your capacity planning, your CSAT, your NPS scores. In addition, with AI-powered recommendations, your service organization is also able to add more value because as we have seen, good service makes it 90% more likely for a customer to make a purchase. And sales sometimes is just about timing and asking for the sale. And if you're agent is not aware of that, then you miss out on amazing opportunities. And those are the metrics that I will focus on this slide. 30% of sales revenue from service and support teams, turning service into sales. This is [indiscernible] marketing campaigns, which generate more hype. This is revenue that's just nearly -- that's just unlocked by just improving your CX and your team being aware what the next best product to recommend, what the next best action should be in the situation. Now also a 30% increase in customer retention. And we all know it costs 5x more to acquire a new customer than it does to keep an existing customer. And a mere 5% increase in customer retention leads to 25% to 95% increase in profitability. Last but not least, a 27% decrease in service cost. With automation and AI, you can realize drastic improvements through operations and bottom line. Okay. So we just covered a lot, but we covered the industry problem, what is needed to address the problem and how Salesforce can help. Now it's my pleasure to introduce you to Matt, Group Director of Commercial and Innovation at Anantara Vacation Club. Matt?

Paul, good morning, good afternoon. Thank you for having me. It's always a pleasure to be here with you guys in Singapore. Anantara Vacation Club. Anantara Vacation Club is a points-based ownership that originated in 2010 in Thailand in Phuket. Initially, when we started the company, the club, we had a growth of around 500 members every single year. Those members mainly were from, say, the Southeast Asian region, Singapore, Malaysia, Hong Kong and then especially expats. Now initially that growth of 500 to 1,000 a year was easily attainable doing service with regards to using e-mails, telephone track. Everyone knows how they've used to work when you start up a company. You use an e-mail, you use color codes, and that's how you service them. But because our product is not short-term products, it's a 30 years product, we had to start thinking how are we going to keep this data for the coming 30 years because obviously, data is king, but as well service is king. 30 years is a lifetime for many people, right? So we don't see them as members that we service. We see them as our owners. We get into their lifetime. We get into their -- the way they grow as in person as well. So we know their anniversaries, their wedding, their kids that are coming up, et cetera. So we grow with them, and we want them to grow with us. So that being said, the 500 to 1,000 net growth started increasing. So at that stage, we started getting the growing pains, right? We weren't able to offer the service we were used to -- our owners were used to because it was just getting too much. So then we started to scope and CRM solution, yes. That was in 2014. Obviously, there are a lot of options in the market. So we have reviewed a lot of opportunities but then ended up with Salesforce. The reason we ended up with Salesforce is the fact that when we look at implementation, there was a certain company within the Bangkok periphery [ Barroway ] that was able to help us to completely bring our vision from how we defined service, so to speak, towards Salesforce. So I think the start was small when we started in 2014. And over time, we started basically developing, evaluating and creating more functions within the Salesforce environment and within our own environment. So just fast forward from 2014, say, to December 2019, December 2019 was one of our milestones. At that time, we had around 17,000 -- sorry, 15,000 owners, and things were running smoothly through all the channels we have. We use Salesforce for servicing, but we started to create social channels that we could communicate with them as well. So we checked for our Chinese market, WhatsApp for other markets through partners but as well marketing cloud, marketing cloud in terms of communicating directly with our customers, what is well through our application and through other journeys. Then 2020 came, February, I don't have to explain to anyone what happened. But overnight, the Thai government decided, everyone is working for home. The saving grace, and I would say the blessing in disguise was that just in -- on February 8, we were able to develop -- actually to launch a homegrown reservation system. That reservation system was completely developed in-house based on all the sources and resources we have. That being said, we have a big connection -- API connection between our homegrown system and Salesforce. So that is February 2020. Then at the end of February, the lockdown started. Luckily, because we just had developed and released this, we were able to, overnight, just -- basically, what we were doing -- I was driving on the island of Phuket and in Bangkok in my car with laptops in the back just to deliver laptops to our team members on the island and in the city so that the next day, they were just able to offer service as usual. So initially, you would think, okay, you're a hospitality company, people cannot travel. That's no problem. You don't get any service request. But because we have a 30-year commitment with them, it was exactly the opposite. People started reaching out to us because they are worried, right? What is happening with the points that they're having? What is happening with their travel? What is happening with the company? Something that made it even worse, so to speak, is that the banking industry was so spot on in proactively reaching out to their customers saying, okay, your credit card payments, we put them on hold, or we defer it for a while, right? So then we're starting to expect this from us as a hospitality company as well. So basically between March and June, whilst everything, the landscape kept on changing, the rules kept on changing, the team has been just working tremendously to create Q&As, bots answering components just to try to service as many people as physically possible in that short time. Though that period has shown us that we were able to actually scale much quicker than we anticipated previously. So by doing so, and Paul, you can confirm that, we actually increased our presence with Salesforce. So we were able to -- well, a lot of companies were downsizing. During this time, we actually upsized and upsized our presence within the Salesforce environment because we knew now it's time, we can't wait any longer. That being said, what we saw as well is that even though we were growing and we added headcount, people's perception and people's definition of servicing changed. People wanted to get things done as soon as possible. Obviously, it comes with the fact as well that things were changing so quickly. So for example, we were planning to go to Singapore, right? I'm based in Phuket, and I was planning to go to Singapore. And on Sunday evening, my son was positive for COVID, right? So on Monday morning, I have to cancel everything. Singapore Airlines -- I had to call Singapore Airlines, right? But I don't want to be in a call in the evening. Our owners are exactly the same. They wanted to get things done, automated by themselves, but obviously as quick as possible. But then the other part of the equation is that not everyone thinks like that. So we have -- because the owner base, over time, has evolved from, say, the expat community in Singapore and Hong Kong towards a more international Southeast Asian family base, so to speak. That means that we are dealing with small continent, so to speak, but with completely different cultures. Just to give you some reference, right, in terms of the self-service and then especially AI in a later set as well, what we see from our Singaporean market, self-service is king. The moment you can do something yourself, you do that, yes? Paul, I think you can confirm that. But when we look at our Thai market, even though the Thai market is highly digitalized, the fact is that the owner base we have in the Thai market is from the principle I have made in commitment with you: you're offering a service, how to have that service from a human being, right? So we have to find that right balance as well because our product is quite difficult in terms of self-servicing and AI. But then AI comes completely now to the surface, right, because AI is needed to grow your company. We feel in Anantara Vacation Club is that AI is going to be part of our operation, and it has to be part of the operation because otherwise, you can't grow. We are now -- I would not say struggle. We are in the challenge to find that right balance between what are we using AI for and what are we definitely not using AI for. But we have to say that -- and I think everyone on this call can confirm this. We're on a really unique crossroad in life -- in the digital life to see how we're going to use all this technology that is available for us in the right way. And we're really excited to be part of this digitalization together with you -- together with Salesforce to see how we can make best use of that for the growth of the company.

All right, Matt, thank you so much for sharing about your journey and then the reason for your transformation. And you're right, finding a balance is important, right? It's not all automation and all AI. And I think you guys did an amazing job knowing your customer, right? In Asia, we're a very fragmented market, and it's about like what channels do your customers want to choose, and that could change by region. But if you're just on, hey, we're really only digital, then you're not serving your customers to serve, which I think you did a great job identifying that, also pivoting. But I think -- thank you so much for that, Matt. And now without further ado, over to you, Abhay.

Thank you, Paul. Thank you for giving the stage to me now. And thank you so much for each and every attendee, each and every person who has joined and spending this particular 1 hour with us this particular morning listening to us for this particular webinar. Thank you so much. We will -- we promise you to make it exciting for you, and we'll show you things in action. And thank you so much, Matt, as well. He gave us real insights on how they are using salesforce.com today, and thank you so much, Matt as well. My name is Abhay Kacker, and I work as a presales engineer here for salesforce.com, and I cover the Service Cloud product across the ASEAN region. So let's go and see it in action. From a service perspective, there are 3 buckets in which every service process follows through. There could be scenarios where customers would be looking for a low touch or a low-touch scenario, which is the part that I'll be covering on today. We'll be showing you a demo on self-service, messaging AI and much more. And then in the month of April, we'll be coming back to you with another webinar, another webinar where we will be showing you our capabilities on voice, video and field service. So look for those invites as well in the future. So let's go ahead and listen to this particular story on how we need to shift our scale to service and find a success for our demo companies, [ Ceres Solar ]. [ Ceres Solar ] is a company which goes there and make battery and battery packs and much more in terms of that particular industry. It goes ahead and supports customers across platforms. And in this particular scenario, there's a customer who got a lot of issues [indiscernible] and facing a problem with her battery. She starts to get help herself, and we'll see how this entire journey moves from a self-help to a customer service-assisted help. And we'll see how even [ Laura ], as a customer service manager, can go ahead and help this particular rep in case she wants to, and she can go ahead and monitor the performance of this particular rep. So as promised, let's go ahead and quickly move to our demo. So on the -- there are 2 parts of my screen. So on the left-hand side of my screen, we're seeing the Service Cloud console. On the right-hand side of the screen, you're seeing a mobile device, which is [ Laura's ] mobile device. In the particular scenario, she's logged in into her profile, so she can go ahead and -- into the portal, she can look at her profile and do much more. She can even go ahead and search for a knowledge-based article, look for the latest articles or any news that the customer would like, the [ Ceres Solar ] in this particular scenario would like to get. So in this particular scenario, the customer is facing a problem with her battery. And she sees that, yes, there's -- there are 3 articles that can help. There is a leaking fluid that is happening on my battery. I can understand. And the system says, hey, by the way, it's not safe. It's not safe, you need to go ahead and change the battery immediately, for which I require a human being. The human being has now logged in onto salesforce.com, which is [ Alan ] in my scenario, has logged into salesforce.com. It's 9 a.m. on the 29th of March. He's logged in, and he's ready to accept chats. He is ready to accept chats as of now, and then later on, when the phone line is open, he'll move from a chat-only to a phone plus chat or a phone plus e-mail plus chat or a phone plus e-mail using the single source of that omnichannel. The moment he logs in, in the morning while he does not have any chat coming into him, he can see that he has 21 cases, some cases are priority, any follow-up items right on this particular screen. But in this particular scenario, the customer has tapped him. The customer has gone ahead and now started looking for help. She is looking for a replacement of her battery pack, for which she requires a human being, and here is where she starts the chat, is [ then ] welcomed by Sunny -- our Sunny Bot, introducing you the first Einstein capability, which is the bot. As I said, I'll be talking about Service Cloud Einstein, and here is the first thing that helps me. I, as a customer, I've been welcomed by the particular bot. Now imagine this is 12 a.m. at the night or 1 p.m. -- 1 am in the night, and our contact centers are not working, you have a bot available for you. You have a bot available for you, which can go ahead and take requests, help the customers, still they extend in help. It's a contextual bot, so I can go ahead and even type to the bot and type up to the bot like I talk to a human being. I'm not using keywords. I'm not using some [ phrases ], which is coded. I'm using natural language, and the system is able to understand the natural language. And in this particular scenario, I would like to go ahead and read the knowledge base, the same knowledge base that I spoke about earlier. In my scenario, the knowledge is not helping me, and I would like to go further. But let's play again. Let's go ahead and check if the bot can really understand English. So I say, for example, tell a joke, dear bot. And boom, it understood the keyword. What do prisoners use to call each other? Cell phones. Okay, yes, this joke was funny, a bit funny, but yes, it was good. Sorry, in the webinar, I really don't know what this particular bot will give me a joke as I've loaded some jokes, but it gave me this particular joke. We have done -- we've spoken with the bot enough. I would like to now to speak with a human being. So here is where I say, ask for this one agent, for example. And before going, the bot asks for a feedback. The bot is smart enough because the bots now need to be trained as well. We need to go ahead and even ensure the bot is up and running, has to make this information, understands the keywords that the customers are typing and why not give a bot, which does not require a single line of comment. You can actually go ahead and train the bot yourself, use the new keywords, et cetera, et cetera. The bot is completely in your hand. In this particular scenario, I'll give a good rating to the bot because it's done its fair job being a bot. And here is where now things are changing. If you see on the left-hand side of my screen, the chime has come up, and the chat has come up to me as well, but I would like to go ahead and start speaking with the customer. I -- as a customer service rep, I have been routed to this particular chat now myself. And while the customer is going ahead and typing on the right-hand side of the screen, of course, which is the mobile available for myself, there are multiple things that have happened. What has happened on this particular screen, I'll walk you through from the left to the right. On the left, I have each and every chat that has happened between the bot and the customer. So no longer am I going to be working with the customer through the [indiscernible] or knowledge base. I understand that the customer has already done those steps and is still looking for help. On the middle of the screen, my engagement has started. The case is automatically created for myself. So I can go ahead and now start working on this particular case as well. While I'm opening the case, I go back to my chat, and I have much more capabilities. If you see now, the chat window is moving to yellow. So it's dragging my attention on my browser saying that the customers already said, hi, by the way, [ Alan ], you haven't responded to this particular customer. Einstein now comes in picture. The second feature of Einstein is the Einstein Reply Recommendations. And I already replied to the customer even before I could introduce you this product. It's your reply recommendations that has come up with me. It is surfacing me the right recommendation that I need to give to this particular customer or the right text that I need to give to this particular customer in the journey that I'm sitting on the chat with this customer. The customer said hi only. I really don't know what happened. I know that the customer has some battery issues which I've read, but let's go ahead and get an understanding of this particular customer. Before the customer responds, I will walk you through the other capabilities. So the case is automatically created for me. And it's telling me that, yes, a new case has been created. Our first milestone has already been achieved. I have responded to this particular customer. I have some recommended knowledge-based articles. But in this particular scenario, let's go ahead and understand what this customer is looking for and, of course, much more. Much more is the next [ transaction ]. And the next [ transaction ] right now is telling me that you need to thank the customer, thanking the customer for loyalty and see in case this person is looking for more loyalty programs from the company. So then this customer -- in this scenario, the customer says, hi, I have an issue with my battery, for example. The system is smart enough. The system is smart enough. And in case you would have noticed there are multiple things that have changed. The things that have changed on this particular screen now is the reply recommendation. So there you go. So I would like to go ahead and understand, what is the problem that you're facing by the way. And while I am going through this conversation, my action or the next best action has also changed. The customer has told that I'm facing a problem with my battery. I understand that the bot has automatically recommended that you need to go ahead and replace this battery because there was a leaking fluid and so on and so forth and is now the scenario to go ahead and tell the customer, hey, by the way, we understand the problem. We understand what you're talking about. We are telling you that in the next 24 hours, we can actually deliver a new battery pack to you. And that's what the customer is actually looking for, if you remember when I started this particular story. So the customer is interested, and the customer is now happy. I can go ahead and now raise a new battery pack. But in this particular scenario, I would also like to go ahead and offer a discount to this customer, introducing you now to the next capability of Service Cloud, which is our Omni Supervisor. So I say I need discount, for example. I raised my flag and introducing you now to the manager dashboard. The manager now is -- while I'm going to tell the customer, please wait, I need an approval for you, et cetera, et cetera, that's happening on the chat. I can now see each and every chat or e-mail or anything that my team is doing. I am the manager. I'm the manager of [ Ceres Solar ], and then there are people who are reporting to me in this particular scenario that our reps have come to a job, who've not come to job and there are some people who are working right now. And in this particular scenario, I see that there is one chat going on for the last 2 minutes and 56 seconds. The agent has been logged in for 3 hours, and he has accepted 1 chat, and he can go ahead and take care of battery billing and so on and so forth. And he's also raised a flag. He can go ahead and now -- I can go ahead and now understand what is this customer service rep looking for. The customer service rep is now looking for some help. He's looking for some discount. So here is where I can go ahead and now look at each and every chat that has happened between the customer service rep and the customer. And I go ahead and tell the customer service rep, approved for discount. So here is where I can go ahead and just say you're approved for the discount, go out and just offer this, this is a wonderful customer for us. Now the customer does see -- the customer, if you see on my mobile on the right-hand side of this particular screen, the customer does see it, but the service rep side. The service rep side, he said, yes, fine, thank you so much, good news. I'm going to be doing -- offering you a 10% discount on the battery, and the customer is pretty happy. Now imagine that chat has gone on. and the customer is very happy. And here is where it's been 15, 20 minutes that we're speaking with the customer service rep, and it's time to say goodbye. It's time to say goodbye by the -- by [ Laura ], and she says goodbye, and now it's the service rep's job to get on to another call, another phone call, another chat and so on and so forth. But at the end of the day, Einstein comes again. While I'm going ahead and processing that 10% discount and taking an order for this particular customer, while the customer is still on the chat, I have Einstein recommendations available for me. Einstein is going ahead and telling me what to reply. And I say, thank you so much, [ Laura ], for your help. You've been great and good luck with your new battery pack. Einstein Reply Recommendations also, by the way, has different buttons. So I can go ahead and edit the response and post it. I can even tell Einstein that he -- by the way, the responses that you gave me are not helpful. At the next moment or the next time, please give me good responses. The best response is this one, but I chose this one. And if a lot of agents choose this response, of course, this goes at the top. Let's now goodbye. It's now goodbye time for this particular customer. The customer is pretty happy, and she would like to go ahead and end this particular chat. So I go -- I as the customer service rep, our customer, I go ahead and end my chat. And now here is where the customer is getting experience where she expects. Introducing you the last part of this particular demo is the feedback capabilities. So I, as a customer, I'm not getting any more e-mails. I'm not getting any more e-mails to go ahead and fill a SAT survey. I -- as a customer, I have everything right now in the same experience that I have been since the past 15 minutes. I can go ahead and now understand that, yes, the system is trying to get experience from me that the customer service rep was good. The bot was good. Everything is very good about this particular customer -- about this particular company [ Ceres Solar ], actually has given the feedback right here in the experience that she was in. So this was a short demo for us to go ahead and understand this particular story that I talked about. I talked about the story where a lot of -- most people have. She uses the chat bot for help. She reaches out to support, and then Einstein comes to help. And then, of course, I have the manager monitoring this particular chat. And then, of course, that discounting that I spoke about. He saw the entire chat and [indiscernible] go ahead, give the discount to this particular customer. With this, I come to the end of my demo. I'll give it back to Paul for taking this to the next steps. Thank you so much for your time.

All right. Thank you, Abhay. Now some closing thoughts before we move on to Q&A. And based on what we shared today, we trust that you also conclude that it is undeniable that CX is a key differentiator. In today's world, where the pace of change has increased, where expectations are rising and we need to be more productive with less, scaling your service operations with automation and AI to deflect cases, assist your agents who spend a significant amount of time with your customers to provide better service and turn those service interactions to sales is necessary to be successful. All right. Thank you very much. And without much more delay, we'll move on to Q&A.

Okay. Let's see. We have a few questions here. I think we have a few questions for Abhay first. We'll start with that. I think we do have time for Einstein GPT, so we'll hit that video up shortly. So Abhay, here's question one. When thinking through building a self-service experience from scratch, what are best practices for getting started?

So first of all, thank you so much, the audience for attending. Thank you again for giving us this particular time and for the question. Help starts right from where you think a customer can get in touch with you, and it starts from you, yourself. If I were you, I would first start going ahead and start building a help center for myself. It starts with basic, and the knowledge and the help does not end at all. It's an ongoing process. We are KCS-certified. KCS-certified means that whenever I go and create the knowledge for helping a particular customer, it goes through a review process. It's been published to a customer. And that knowledge may be valid for 1 month, 2 months, 3 months. But then this needs to be revisited again. There are processes that get changed. There are responses that you may change. There are response times that you may change, and it's an ever-growing process. But yes, it needs to start somewhere. And the best part is to start today with salesforce.com with this particular knowledge-based solution that I showed you before.

Thank you for that. I do see some questions for Matt, but let me just get to these, I guess, product-related questions first. And question 2 is, are these offerings help center portal community mobile-friendly?

Yes, they are. So each and every part of our application is a responsive design. And I was just specifically talking about the help center. It's a responsive web design. Different consumers use it different ways. Either you use our portal ourselves. For example, [ Scoot ], for example, can go ahead and use our portal themselves, or you can go ahead and use our APIs to expose our parts of the help center in your own experience that you want.

Okay. Cool. Maybe I'll take this question. I think they were just being funny. But is this free or paid? It's paid. But well, in a sense, though, it is free, right? You've seen the metrics that we shared that our customers realize working with us, 27% reduction in cost or 30% increase in sales from your service organization. So if you're really looking for ROI and you're looking to make improvements to your business operations, we can definitely help you along with those calculations. But sorry for the real answer. I know it's probably a joke, but that's my response on that. This one is -- one last question for you, Abhay, and then we move on to Matt's question. If you don't have Salesforce now, what is the advice you would give us for implementation?

If you don't have Salesforce now and the advice for implementation for Salesforce?

The question, how about we through a partner or talk to our sales team -- give it a shot.

Yes, sure. So you have both the options. You can go ahead. And of course, the first thing is you require the platform itself. And then there are 2 parts of implementation, of course, the partner who is helping us here as well on this particular webinar. So you can use our partner services. All partners of ours are certified trained. There are [ boutique ] partners. There are SIs depending on what you want to choose, depending on what the process you want to choose and the size of implementation. And then we have our own professional services as well. You can go ahead and use our own professional services. That's from an implementation perspective. And we just don't leave you our hand there. Even after implementation, we have our customer success team. Our customer success team is meant for you. Our support is 24/7. You can reach out to our support. You can reach out to our customer success team so that we continue this process of evolving while you're evolving.

Thank you, Abhay. There's a few more questions actually in the chat. But let me get to a question for Matt. It starts with a complement, actually. So Matt, it seems like you do a great job taking customer feedback and [indiscernible]. How are you leveraging feedback today to meet customer expectations?

First of all, thank you for the complement. We have a lot of feedback moments in the journey of the owner, right? So they get a satisfaction survey after an interaction with us after the main bookings. And obviously, we have an annual survey to understand how we, as a company, are doing. But how we pivot that. It's -- obviously, feedback from an individual is not as valid to us as feedback from a bigger group of people. So how we pivot it is, we always look at trends in terms of the feedback. Feedback can be really objective, right? But it can be sometimes related too much to that individual person. But we like to see trends in the feedback that we see that people are giving feedback with regards to flexibility, like what we discussed, right? Flexibility has been a key pillar during the COVID situation. But now that flexibility needs to be brought back to normal proportions, I would like to say. But we're using the feedback we're getting from our owners to determine at what stage can we adjust handles. So you could say we're using the feedback as some goal of the sentiment of our owners and to understand as well when we could potentially make changes and when we should hold off with the changes for a while.

Thank you for sharing those insights, Matt. So I think -- oh, there's another question from [ Mahari ], right? Can translations be handled by Service Cloud bot? For instance, if a customer interacts in the native language, can Salesforce translate that to English? I know the answer. But Abhay, you want to take this one?

Sure, I'll take the -- yes. So the -- there are 2 parts of translation here. The first one is the translation itself. So Salesforce as a platform can go ahead and be -- surface in front of a customer support agent or a sales rep in different languages. So we have a number of different languages. You can change the console that you saw in a language that you are comfortable with. There are certain Translation Workbench that you can define as well. So something that is not out of the box translated, you can use our Translation Workbench capabilities to translate the console part of it. Now comes the external part. The translation, for example, if a customer is typing and say, Turkish and the agent is typing -- reading English, there are partner solutions that can help you. You can go to the AppExchange. There are partner solutions that give that offering. The example is the customer is typing in Turkish, it's coming to you in English. The rep is replying in English and the customer sees is it in Turkish. So if you're looking for that solution, yes, the answer is yes, it's there. It's available on the AppExchange as a product.

Thank you, Abhay. There's another question here. Hi, is there an integration between Sales and Service Cloud to have seamless experience from sale to service? The answer is yes, and we have a lot of that functionality out of the box. But at the end of the day, it's also for us to understand what your workflows are, right? So what is your workflow that you're looking to handle from sales to service and vice versa? If it's not currently available, we could build that for you, find something at AppExchange, leverage some of our partners. But on a high level, yes -- Abhay, feel free to chime in, but it's more about us having a conversation to understand what your requirements are. Abhay, is there anything you'd like to add to that?

No. Is this a drop-down -- yes, is this a drop down -- yes, Paul, you address this very well. Is this a drop-down for us? It's the applications that have already been stated. Sales and service, by the way, have been with salesforce.com since the scratch. I remember using service way back in 2003 as well as a partner. And they've always been there. Is this a drop-down for us? It's just a matter of switching between the 2 applications.

Okay. Thank you. Thank you, Abhay. One other question [indiscernible] differentiate [indiscernible] from customer inquiries. We already have some but also, at the end of the day, depends on your SLAs and the priorities that you said. It could be for e-mails and chat, they need to be answered at a certain amount of time or maybe it needs to be routed to an agent. But there's many different rules for routing and priorities that we could set in Service Cloud. Abhay, is there anything we'd like to add to that question?

No. I think you addressed it well.

Okay. And we have a question from [ Kelvin ]. How does this application assist the freight forwarders? Freight forwarders. So Service Cloud or the Salesforce in general, we're very specialized in transportation and logistics and whether you're 1PL to a 5PL and/or a hybrid of all those different versions of T&L, we work with transportation logistics companies quite thoroughly. So it's more about understanding what you're currently -- what your needs are, right? Are you a 4PL where most of your operations are in the back office or -- and you're just managing different logistics parties to get something from point A to point B.? Or do you actually handle the freight forwarding? Do you own a ship in a cargo business? So it's -- we do work with T&L quite extensively. So if you have any questions and you have some requirements you'd like to share with us, happy to really dig into that with you off-line. And let's see [ Levron ] -- here we go. I think this is a good one for you. How does the training for the Einstein work? How long does it take to train? And what kind of data would you need to train the bots? I have one metric that pops in my head, but go ahead, Abhay, yes.

Yes, sure. So Einstein as a product can -- is completely trainable. There are -- as I said in my presentation, there are 50-odd features that are available for Einstein. Specifically to the bot, we are trying to reduce it to as minimum as intense required to go ahead and train. The bot, yes, does require training. It does come up with its own brain. So when we deploy a bot for you or whenever we give a bot to you, it comes with its own intent model, it comes with its own learning model and then the bot can be trained by yourself without a single line of code. How much time does it take? That just depends on how much the bot is getting used and how much intent it is serving and then the thresholds. For example, I say, hello and good morning and any other word that I may be using for, say, good morning, those keywords can be configured. And the moment you say train, it goes on the training mode, and it starts recognizing. But yes, good morning, GA, G morning, morning et cetera, are one and the same thing. And all this is in your hands. You don't require a single line of code, as I said before.

Thank you, Abhay. The only thing I'll add to that is I think also our baseline is a little different. We process 6 billion cases on a daily basis. So we're funneling all of that and improving also our baseline as well and now, as Abhay was sharing, leveraging your data to customize it for your needs. Let's see. There was one. I think I forgot this one. [ August ] asked, with the increasingly automated work in this case in the field of conventional sales, will the role of salesman disappear in selling or offering products with machines for online on sales? Definitely not disappear. It changes, right? So you -- sales will be able to focus more on more complex sales orders, and they could leverage automation and AI to help them with their daily work to be more productive. Definitely, the role of sales is not going away. I don't -- can't remember. Unless it's purely transactional, there's definitely a dollar amount to that where human beings are okay, just purchasing something without any interaction. So no, it will change, but it's definitely not disappearing. And I think those are all the -- we have one more. Hi, is there a product to monitor the real-time shipment tracking from warehouse to last mile? Well, this is a very T&L-related question. Abhay, you want to take this one? Or should we just take this one off-line because it's very industry-specific?

It is going to have an industry specific. But yes, is there a product that can help monitor? Yes, we can use -- you can use our API services to go ahead and look at your shipment tracking solution and gives where the product is or the shipment is at the last mile. So we can integrate with it. Is there a product or not? We can work with you specifically on what you're looking for.

Okay. Great. Now I know we're almost running out of time. So let me -- apologies. If there are any other questions we didn't answer, we'll connect with you off-line, but let me just jump to the Einstein GPT video, one moment. [Presentation]

All right. So before we close, if you want to learn more, on the left-hand side, there is a calculator to estimate the potential cost savings and value of adopting Service Cloud with our value calculator. If you'd like to take a deeper dive into state of service, please download the full report right in the middle. And to learn more about Service Cloud and Customer 360, the platform, it's all the way on the right. And our sincere appreciation to everyone who made time for this webinar, our guest presenter, Matt from Anantara Vacation Club and Abhay as well as our esteemed partners. We hope you find this webinar insightful and eager to learn more. Please take time to answer the survey because your feedback is important to us. Thank you, and have a great day.