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

Hello. Good morning, good afternoon, good evening, depending on where you are. Welcome to today's session, which is 3 things that every service leader should know from Dreamforce 2023. Thank you all so much for joining. My name is Rebecca Mackenzie. I'm Global Director of Product Marketing on our Service Cloud team here at Salesforce. And based on a beautiful sunny Madrid, if you would like to connect to me on LinkedIn, you can do that right here. I've left my QR code that I'll connect you right to my LinkedIn. And thank you so much for joining today's session. Now before we begin, I just want to cover off a few quick notes about our webinar platform. So today's webinar will be available on demand after we wrap up, and they'll be accessible through the URL that you're on now, so you can just save that and then you'll have access to this webinar whatever you want. Please note that the slides will advance automatically throughout the presentation. If you want to enlarge the slides, just click the enlarged Slides button, which is located on the right-hand corner of your presentation window. And if you need any technical assistance, click on the help widget located on the border -- on the bottom left corner of your console. I've also added some additional resources for you, which are available in the resources window to the right of the slide. And there, you can also find additional related content. Lastly, I want to encourage you to submit your questions at any time throughout the presentation using the Ask a Question widget, which is at the bottom of your console. I'll try to answer as many questions as I can. If we don't have time to answer all of them, don't worry, I'll make sure that we follow up with you directly. So with that, let's get started. Now I'm going to be showing you some demos, which are straight out of our Service Cloud keynote from Dreamforce. But just to remind you that because I'm showing new product, I just want to remind you to make purchasing decisions based on products and services that are currently available. And today's session is all about showing the three things that every service leader should know from Dreamforce. So I'm still getting over the amazing buzz of Dreamforce. It was such a fantastic week in San Francisco, we covered so much, but there's really three things that I want to highlight for all of you. The first one is the launch of Einstein Copilot. The second one is during Dreamforce, we were talking a lot about how to reimagine service in the AI era. And the third one is how to get started with Einstein, which is Salesforce's AI capability. So today's webinar is going to be focusing on these three things. I'll be showing you the Einstein Copilot and a demo from our keynote. I'll be taking you through how to reimagine service and how to leverage AI for the future of service and then how you can get started with AI and how to get started with Einstein. Now one thing that we continue to hear year after year, when we speak to service leaders at Dreamforce, is that their top priority is always improving the customer experience. They want to do what's best to -- for customers to increase satisfaction. But it's becoming more and more difficult to excel at this because you're facing more service volume, interactions are getting more complex, and this is leading to increased costs. And now we're in a new era of service. And these priorities are more important than ever. And we all know that there aren't very many people who are happy to contact a customer service. And it would be amazing if service experiences were easy instead of taking an hour to figure a simple problem, what if customers could instantly get answers. And today, that is possible, thanks to generative experiences, AI-powered processes and data. But when we speak to service leaders, we understand that you're facing challenges that are standing in your way. You know that AI will help you service our customers better, but you're thinking, sure, AI can help me scale, but can it be trusted? How will it impact my teams? Do your teams have the skills to implement AI? And if not, this is going to take a lot of time. And you're wondering how do you think that started with AI when your systems and data are all over the place? And could this be costly? So when you want to think about moving from the past into the AI era, we acknowledge that it's not simple. It does require you to take a step back and to reimagine service in a new way. And when you're thinking about creating a connected service strategy that brings everything from experiences and engagement to automation and operations together, whether you're in the contact center or the field so that you can consistently deliver on your top priorities. And this is what you can do with Service Cloud. So Service Cloud empowers you to be better for your customers, better for your teams and better for your bottom line. Using self-service experiences engagement channels that are more efficient, you can scale service to every customer. You can pair processes like case and incident management with automation so that you can be more productive. And you can look at improving operational efficiency, you can increase cost savings. And this is all made possible by powering the strategy with data from data cloud, so you can personalize every step of that customer journey. And this journey is only getting better with Einstein. So Einstein helps you to increase your scale, increase your productivity and increase your cost savings. So Einstein has always been great at helping your teams to be productive, and it evolves as technology evolves. When we launched Einstein years ago, it was predictive. It helped you route your cases and classify cases more efficiently. And earlier this year, we brought generative innovation to Einstein. So now you can generate replies and summaries automatically for your agents. And then at Dreamforce, we announced the next evolutive Einstein. And that is the all-new Einstein, which is Einstein Copilot. So if you're wondering what makes this new version of Einstein different, it's because this is autonomous AI. And this means that Einstein works with your customers one-on-one to get them answers quickly. and it works with your teams, assisting them in every interaction, making them more productive. When you hear the word autonomous, we know that it can be scary. We got it. but not all things that autonomous has to be scary. A great example is I got a text this morning from Starbucks, recommending an ice try on my way to the office at a time that I would usually order one with a specific location to pick it up. That was really helpful. And we want Einstein to be helpful like that. We don't want Einstein -- you don't want Einstein helping customers with just any data or making recommendations that you wouldn't make to your customers, and we don't want that either. That's why we created the Einstein Trust layer, which means Einstein is responsibly grounded in your data without that data ever leading Salesforce. And with that trusted data, you can equip Einstein with a set of skills. So skills is a new term that we use with Einstein. And simply put, skills are things that you need to get the job done. So Einstein will do that for you. So you can reimagine service and gain exponential efficiencies. And one place where we constantly hear that people want more efficiencies as e-mail. And I'm sure a lot of you would love if you never had to respond to a routine e-mail support again. And we can actually make that happen with the new Einstein and its set of skills. So I'm going to pull up a demo from the Dreamforce Service Cloud keynote that I can show you how we're empowering your admins to build Einstein copilot that will drive immediate value to your business. Let's take a look at one of the demos from Dreamforce. [Presentation]

So in that demo, we saw the launch of the new Einstein Copilot, Next, I want to take you into more detail around what we were talking about all week at Dreamforce, which is how to reimagine service in the AI era, which is going to look at different use cases for Einstein Copilot. Now as a reminder, Service Cloud empowers you to be better for your customers, better for your teams and better for your bottom line. In this section, we're going to be looking at how you can use self-service experiences and engagement channels to scale customer support. We're going to be looking at how you compare process and automation together to improve productivity of your agents, and we're going to look at how you can improve operational efficiency so that you can increase cost savings. So first, let's look at how you redefine how your customers engaged. Now we know that self-service has been about providing a search engine for content up until now. And we've conditioned our customers to type into a search bar and then scroll through a potentially endless list of results to try and get an answer. And I'm not saying that this is entirely a bad thing. For a simple questions, this is perfectly okay. After all the key objective is to serve customers efficiently and deflect cases. But when the question is more complicated, customers tend to turn to chat to get answers. And when they get there, it often looks like this. And the thing with present day bots is that they're reactive. So they only know as much as their program to do. And despite the most complicated bot implementations, so many interactions still end up needing a real human. And I know I'm not the only one who's gone from screaming customer service representative on the phone to typing it in all caps in the chatbot window, but there is a new way to self-serve. We're moving away from a search engine paradigm and moving into an answer engine era and it all starts with Einstein. So I'm going to show you another look at the demo from the Service Cloud keynote at Dreamforce to show you this in action. Let's take a look. [Presentation]

So in that demo, we saw how Einstein supported Katie's journey, and you heard Nupur mention it is from support to marketing to revenue generation. and it was all in one interaction. So there was no agent. There was no transfer. There was no cases. It was one seamless experience. And this is kind of where we go in that new AI era. And so as we shift our focus over to productivity with Einstein handling a lot of higher-volume routine work, that's going to leave your service teams with higher value, more complex work. And when I speak to customers, they tell me all the time that their agents work is more complex than it ever has been even a year ago. And your agent screens are looking more like this. They're using multiple resources to solve one single case, which means that the current way of running service processes and automation just won't cut it in the future. And this is where Einstein comes in. So to reinvent this time, how your teams are working. And I really want to make one thing clear. So when we talk about Einstein working with your teams, we're not talking about replacing your team. It's about empowering them to use auto-generated unique responses that are based on the context of every customer in situation. So let's go to another demo and continue with that story and see what the new agent experience looks like in this coming up demo. [Presentation]

So we saw in the second demo by Nupur, how to combine process and automation together to increase productivity with Einstein. And having spent years advancing our platform capabilities in search and analytics, you've shared with us how critical it is to be able to leverage your data and you depend on your data to tell the story of where your service processes are bringing value and more importantly, where you need to increase your operational efficiency. However, search gives you a set of records and reports, they give you a snapshot of your data. They both leave you kind of hanging, you need to connect the dots yourself. And to compound on that challenge, it hasn't been easy to unify data across all of your systems to tell a cohesive story. But now with Data Cloud, you're able to pull in data from across your business and turn a complex data graph into a simplified model. And by leveraging Einstein, we're moving you from the search results page and static reports to a dynamic new way of uncovering trends and insights that just wasn't possible before. With Einstein, you can now quite literally have a conversation with your data. It's very exciting. And the best news is that our team have brought all of this together for you preconfigured and out of the box with service intelligence. And I'm really excited to show you what we've built. So before I dive in, let me quickly recap the demo stories that we've seen so far with Electra. So first, you saw us automate the Tier 1 e-mail queue by creating those skills, then we supercharge self-service search and our bots to free up capacity for your agents and technicians to handle more complex work. And let's not forget that we then made them more productive by bringing Einstein into their flow of work. So now let's pull up service intelligence and take a look at the results, so they're pretty impressive, and I hope you enjoy this final demo from our Service Cloud keynote. [Presentation]

So we saw in that final demo, how Electra is creating cost savings by creating new efficiencies within their operations. So throughout this session, I shared with you the new launch of Einstein Copilot, our autonomous AI capability. and ensured how to reimagine service in the AI era, improving scale, increasing team productivity and increasing operational efficiency. The last thing I want to cover with you today that came out of Dreamforce is really how to get started with AI and how to get started with Einstein. And you've seen all of our new innovation and action. And I have to say, we really put Einstein to work in everything that we showed you. we talked earlier how Einstein is comprise of many skills. So I just want you to take a look at how many skills Einstein showed us today. And of course, that's just the beginning. Einstein is ready to help you reimagine service across any industry. So regardless of what services they provide, these skills have two things in common. The first is that their built using your trusted data. And the second is that they're designed to scale support, increase productivity and reduce costs. And I've taken you through an end-to-end strategy of how service can be reimagined for the AI era, and I'm really happy to share that we have all the right solutions for every business to deliver experience from -- to deliver service from experience to operations. And with the brand new Unlimited Plus edition, it's even easier to get started on your AI journey. And so in today's session, we shared with you the launch of Einstein Copilot with our latest AI innovation. Again, I showed you how to reimagine service with increased scale, increased productivity and increased savings. And I just shared with you how you can get started. And at this time, we have to wrap up. Thank you again so much for joining. We don't have any more time for questions, but we'll follow up directly with any questions that didn't get answered in the chat. And as a reminder, today's webinar will be available on demand and accessible through the URL you're on now. So if you miss anything or want to watch any of the demos again, you can do that on the CRL. You can also watch the keynote in full on Salesforce Plus, that link is there in the resources, and we hope you will join us again in the future. Thank you, and have a great day, everyone.