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

Good morning, everyone. Welcome to our session today, a topic that all of us can perhaps relate to as employees. Employee Support is Broken, Here's How to fix It with AI. So in our session today, we'll explore how AI can transform HR support, one, by elevating the employee experience with faster personalized answers for HR tasks and inquiries. And two, by freeing overwhelmed HR representatives from high volume, low effort, admin tasks so that they can focus on strategic initiatives that drive organizational success. So before we begin today, here are some forward-looking statements to take note of. Since we are covering some of our road map content today, please note that any purchasing decisions are to be made based on what is currently available only. And thank you so much for taking time out of your day today to tune in and to listen to us on this webinar. My name is Shruthi Prakashan, and I lead Product Marketing in India for Service Cloud. Today, I'm joined by our product team. I have Deval Marolia, Senior Product Manager for the HR Service product; and also Avni Karan, who's a product manager on the HR Service product. So through the course of our webinar today, should you have any questions, please do feel free to put them in the chat. We will get to them as we progress. Please do not wait until the end. And you also have reaction buttons that you can see on your screen. So please do feel free to engage with us using those reaction buttons. This is the agenda that we have for you today. We'll begin by speaking about the current state of the employee experience and the opportunity for HR service. We'll then go over a product deep dive that Avni will walk us through and a very interesting demo that Deval will walk us through. Followed by this is a section on how we are using this very innovation internally in Salesforce and the outcomes that we've seen so far so that you can take advantage of all the lessons that we've learned implementing this solution. So with that, let's begin with a quick reality check. Across organizations today, our questions around, say, benefits, policies and procedures is increasingly becoming a cumbersome and a time-consuming exercise that involves multiple tools, disparate knowledge bases and various communication channels. Now I want everyone to just take a moment to think about a recent time that you had to find a simple piece of HR information. Think about how many systems did you really end up navigating and how long did it take for you to find that information. And as you're thinking through, feel free to engage with us on chat, right? I'd love to see some of your comments on what were you trying to find, how long did it take for you to find it. And consider these everyday scenarios on the slide here, things like how much PTO do I have left or say, what training courses are available to me or I need an employee verification letter. All of these are questions that should ideally be 30-second answers. But instead, what they become are 20-minute interruptions that not only break an employee's focus but also drain productivity. So when you think about how this impacts every single employee in an organization, you'll recognize that this isn't just a minor inconvenience anymore. So this is a breakdown of the employee experience that affects people in your organization every single day. So with that context, I'd love to hear from you, audience. Take a few minutes to go through this -- let's go through this poll. You have 5 options to choose from. Let us know how would you rate the ease of finding HR information in your organizations today. We have 5 options all the way from very easy to very difficult. We just did this exercise of thinking about a recent scenario, use that and let us know, share with us how easy do you think it is to find HR information in your organization today. I'm going to stay on that for a few seconds, audience as you respond to us. This is a great opportunity to also learn from the other attendees that we have today on the webinar. So please take some time to give us your response. You should be able to select one of the answers, very easy to somewhat easy and what other options do we have, neutral to somewhat difficult or very difficult. So with that, let's see what all of you feel. This is not very surprising, right? So we have a fair mix of answers here and a fair amount of somewhat difficult to very difficult. So let's see then that what research says, right? Close to 88% of staff agree that a frustration-free digital experience is key to their happiness and productivity. Because as employees, because we are exposed to seamless digital experiences in our everyday lives as consumers, employees have come to expect the same at their workplaces as well, right? So -- and here's where things get compelling. Our HR leaders are taking note, right? A recent Gartner research shows that 76% of HR leaders today believe that their organizations risk falling behind without AI adoption in the next 12 to 24 months. If you think of it, [ 12 to 24 ] months is not a very long time window, right, with 44% HR leaders indicating that they will start using AI agents as soon as in the next 12 months. So you will notice that this is no more -- this is no longer just about keeping up with trends, but it's about competitive survival. It is about being able to hire and retain employees. So HR leaders are strategically planning their investments in 4 key areas, right? One, unifying knowledge systems across the organization. Second, building unified employee views, right, creating that employee 360, where you have everything you need to know about a particular employee. Third, AI-enabled real-time intelligence that enables the organizations to make those quick, accurate decisions. And lastly, assistive AI agents that come with prebuilt skills, and we're going to spend a fair amount of time today talking about that. So we've established the problem, and we've seen that there is a certain amount of urgency when it comes to organizations. So here's the solution. In the agentic era, AI agents and humans partner to improve employee experiences. So instead of thinking of AI as just another tool, think of it as an expansion to your workforce. So let's explore what that looks like across 4 key personas, right? Let's start with the HR operations rep. So the HR operations rep requires things like case summarization or drafting quick replies or even fetching from knowledge articles and so on so that this frees them to solve more complex issues. Second, when it comes to employees, employees require that 24/7 self-service ability so that they don't have to depend on raise a ticket, wait, right, but with automatic escalation in place wherever required. Third, HR leaders need automation and real-time analytics to help them make these strategic decisions with speed. And lastly, managers require quick and seamless access to an employee's performance history, to the promotion policies, their team's goals for the year, for example, the feedback and so on. So now that we've established how the potential for Agentic AI and how it can transform HR service, I'm going to hand it over to Avni Karan, who will walk us through a product deep dive. Over to you, Avni.

Thank you, Shruthi, and thank you, everyone, for joining with us today. To start with, today, employee expectations are changing faster than ever. People want answers instantly, support proactively and growth continuously. But HR seems stretched, managers are overwhelmed and employees spend too much time hunting for information instead of doing meaningful work. Now digital labor is changing all of that. Across the employee life cycle, we have introduced intelligent agents. Employee gets an employee agent that supports day-to-day needs. For example, what's my pay date, submit my reimbursement. All of these actions, employee agent can cater to today. From onboarding to relocation, benefits to offboarding, the agent simplifies every interaction. Managers get a manager agent that drives productivity and leadership effectiveness. It reminds them to approve time off, helps them review performance, supports compensation decisions and even drafts feedback and development conversations. Similarly, candidates get a candidate agents that makes hiring feel human and modern. Now this is not just about answering questions. It's about driving outcomes. Employees complete onboarding faster. Managers become better coaches, not paperwork administrators. HR spends time on people and not just ticket queues. Now an insight into HR service solution. So as you saw previously, Shruthi mentioned that there are multiple systems employee navigates to in search of information or to get tasks done. But today, employees expect fast, accurate and personalized HR support. Salesforce HR service delivers exactly that and in the flow of work. With Agentforce connected to your knowledge base, employees are instantly guided to the right answer, which is reducing wait time as well as boosting employee satisfaction. HR teams get productivity gains through intelligent case management and productivity tools that help them scale self-service effortlessly. It is also helping them automate routine tasks and focus on strategic work that matters. By integrating with your HCM, Salesforce HR service delivers personalized data-driven support from one place, empowering HR to provide consistent service across employee life cycle. Now you can imagine the impact that HR can bring to their employees and to the organization. Now the outcome is powerful. Employees stay engaged and productive. HR operates with great efficiency and insight and the entire organization benefits from a more connected empowered workforce driven by Agentforce Intelligence. Now a fun fact. Salesforce has seen 96% case reflection across internal HR support, proving that AI-powered, knowledge grounded, agentic HR transforms employee experiences and operational efficiencies. So we have a success story already. Now moving on, Agentforce for HR service. So this is an AI agent that works fully autonomously to take actions on employee-facing support task. It responds to your employees across channels, for example, Slack, Teams, portals, et cetera, 24 hours a day in conversational language that's tailored to your brand's voice, tone and guidelines. It's grounded in your trusted data, your knowledge base and your CRM data and protected by the Einstein Trust Layer. So you can be rest assured that it will quickly deliver the right answer to your employees. It can execute HR processes and requests like selecting your benefits or applying for a corporate card by seamlessly integrating with HR tools like Workday, SAP SuccessFactors and in future Oracle as well. So you can set up HR service agent in minutes using prebuilt service-specific templates and existing Salesforce objects like Flows. You can even create custom actions that are specific to your business with Agentforce. Now with our suite of prebuilt topics and actions that allow customers to build employee agent that can answer employees' HR questions in natural language, manage employee support cases and execute HR processes like expense or profile or direct deposit, et cetera. So we are powering our HR persona here. Plus, you can define clear parameters for your agent to follow and seamlessly escalate to a human when an inquiry is out of scope. That's the power of having your AI agent on Salesforce platform. With your AI, data, CRM and trust on one platform, you're able to increase productivity, reduce costs and improve the employee experience. So at its core, HR service is your front door to employee support, built to help employees get answers, get things done and get help, all in one place. Now let's break it down. First, there's employee portal. Employee logs in, finds information, takes action, for example, like requesting a PTO, updating personal details or submitting a relocation request and if needed, open a support ticket. At Salesforce, we have our own employee portal called Basecamp, a one-stop hub for onboarding, time off benefits and every key employee moment. It gives employees clarity and self-service without having to hunt across multiple subsystems. Then we have our HR service console. This is where HR teams work. It's designed for specialists, HR BPs and shared services teams to support employees across any channels, Slack, e-mail portals, et cetera, you name it. It gives a complete view of employee events, milestones and cases so HR can track transitions smoothly, all with the context needed to support employees efficiently and consistently. This is what we call an employee 360 view. From there, we layer in AI productivity tools. Think knowledge suggestions, automated e-mail drafting, smart routing, every HR specialist need to respond faster and with confidence. It reduces manual work and ensures employees get accurate answer. Now we understand most organizations run one or the other HCM systems, and you need that data to flow into Salesforce to power that experience. That's where MuleSoft comes in. MuleSoft connects all your HR systems with prebuilt connectors and reusable APIs, so you can unify employee experience without tripping and replacing your HRIS. This further powers the HR console and makes a richer employee 360 view. And finally, the breakthrough, the Agentforce HR service agent. Now just to recap, this is your always-on AI HR assistant, a digital labor teammate for HR. It chats with employees in natural brand-aligned language across channels. It pulls answers from your knowledge base and HR data. And it doesn't just answer question, it can take action, update employee details, trigger benefit enrollments, et cetera. And when something requires human, like a sensitive employee relations issue, the agent follows guardrail and seamlessly routes it to specialist HR. Moving on, coming to our road map. Now as we think about the future of HR service, our goal is simple: bring autonomous digital labor to every stage of the employee journey across every system, persona and channel. Starting in October 2025, we expand our agent capabilities beyond core employee service. Actions like time off, profile updates, direct deposit and expense support, we have started with Workday, a new channel with Slack. Employees shouldn't have to go to portal to get support. By bringing Agentforce into Slack, we meet employees where they already operate every day. We extend our integration with SAP SuccessFactors and introduce PTO agent. So leave request works seamlessly regardless of your HRIS. Case management, along with general Slack actions like summarizing the channel or creating a channel, we support employee inquiries and workflows end-to-end. Moving into February 2026, we address deeper and more sensitive HR workflows. AI to human handoff, ensuring the agent escalates intelligently through nuanced cases, new channels in Microsoft Teams, expanding coverage beyond Slack, employee relations, case automation, sensitive cases like harassment, discrimination or workplace concerns requiring privacy, auditability and legal rigor. Agentforce support, case intake, routing, confidentiality workflows and follow-up while always ensuring human is in the loop. This is a major trust milestone. Service assistant for HR reps, giving HR specialists an AI copilot inside the console. It will summarize employee history, drug responses, pull insights from tickets and docs, guide reps to complex workflows. Our payroll agent with ADP and Paychex will handle payroll inquiries and updates automatically. And then looking ahead to our future. We unlock full workflows -- workforce life cycle automation. Now agents for candidates, pre-hires and alumni from scheduling interviews to provisioning access to offboarding task, we are automating the moments that matter across the talent continuum, not just hiring. Extend system integrations with Oracle HCM, DocuSign, Okta, UKG Pro and more, we're ensuring Agentforce can connect across every core HR system. That means companies don't need to rip and replace tools. We make their fragmented HR stack [ fleet ] unified and intelligent. Now coming to demo, I hand it off to Deval to walk us through a demo of our product.

Hi, everyone. First of all, I would like to thank Shruthi and Avni for leading the presentation for HR service product. And just reintroducing myself, I'm Deval. I'm part of the Salesforce HR service representing on this webinar as a Senior Product Manager. And just a quick recap of what Shruthi and Avni have tried to cover. So Avni covered like the various types of problems that the HR leaders today face and the employees faced with respect to disparate systems and ability to access various types of data on various systems and having a next level of employee experience, especially the expectations are higher now with the advent of technology and Gen AI, right? And then Avni spoke about the HR service solution, like how we deliver the agentic HR support in the flow of work. Also about the Agentforce for HR service, how the autonomous AI agent can resolve employee cases with natural responses that are grounded in trusted data, right? And then the recipe that brings the agentic HR service to life, that is the employee portal, the HR service console and the HR service, right? So I'm going to now walk you guys through a demo where we will try to cover multiple personas. The aim of this demo is to give the audience an idea about like how various personas that are part of an organization like from an HR admin to an employee to a manager who might have various types of preferences depending on the organization, how that experience can be taken to the next level with the help of Agentforce. So let me quickly start. Cool. So an AI agent that works fully autonomously to take action on employee-facing support task, you can set up the agent in minutes using prebuilt service-specific templates and existing Salesforce objects like Flows. You can even create custom actions that are specific to your business needs, right, using low code. This comes with a prebuilt set of topics and actions. And this answers employees' HR questions in natural language. It can manage employee support cases, execute HR processes and requests like expense profile, direct deposit that can connect with third parties and also deploy anywhere, like when we say deploy anywhere, what we really mean is, let's say, if you engage with your employees on portal, you can deploy it on portal. If your employees like to -- in your organization, if your employees like to use Slack, they can deploy it on Slack. And then also, if you don't use portal and Slack, you can also deploy on Microsoft Teams, right? So it responds to your employees across channels in conversational language that's tailored to your brand's voice, tone and guidelines. You can configure your organization details like language of preference, et cetera. You can also define clear parameters for your agent to follow and seamlessly escalate to human when an -- let's say, when an inquiry is kind of out of scope, right? Now let's look at another persona, right? So imagine a company called Freight Logistics and then you have Rishi Rai, who is an employee, who's just received an e-mail about an annual data conference in New York, right? And he needs to share some details with his travel coordinator, some specific department and employee details with his travel coordinator, right? So Rishi is an employee who likes to work in Slack. The organization Freight Logistics has already deployed in this case an HR agent that is kind of connected to a third-party system. I mean, when we say connected, what do we really mean is the agent topics and action can connect to third-party systems -- to third-party FCM system like SAP SuccessFactors or a Workday to kind of fetch or get the data, right? So in this natural conversation flow, Rishi just types directly in the HR agent window, like can you help me confirm my employee ID and exact department name? HR agent in real time can fetch this data either from Salesforce Core or like a third party with which your agent action is connected, right? And give it on a plate to Rishi. Now Rishi, while he's there, he thinks, I'm traveling to New York, why don't I also meet my family and friends, right? So he goes and checks what is my leave balance. So HR agent in real time, again, this time gets his real-time lead balance. And it's not just getting data. Rishi can also request for a leave, right? So now you are saying 2 things. It can get data for Rishi, answer Rishi's question. At the same time, it can also kind of create a request on behalf of Rishi, right? And then organizations can configure this according to their policies, their fulfillment flows, their approvals, right? But let's say, there is another company like Alpine and there is another employee who does not use Slack, but they prefer to use MS Teams, right? In that case, we will show you a small snippet of how the similar type of Agentforce conversation can be used on MS Teams. And in this case, in this example, we are simply showing how an employee can put a simple query or get data about the status of their last travel expense, right? It's just a small snippet to tell you that it not just works on Slack, but also MS Teams. And the third one, we have Katie from Alpine, who is a manager. She does not prefer to use Slack or Teams, but she prefers to spend time on the employee portal. And in this case, she wants to check the promotion eligibility of her team, right? So what she does is simply in the natural conversational flow by using the embedded chat that's available that powers the Agentforce on the portal. She can simply go and type like she wants to check the promotion eligibility. And in this case, because the agent has the context of Katie being the manager, it asks like a follow-up question like for which particular employee or which particular reportee you want to check this, right? And when she says she wants to check it for a particular reportee called Sharon, it gets the data from the performance evaluation system, gives it on a platter in a nice format to Katie, who's the manager and not just that. The agent also prompts the manager if they would like to recommend or put a request, put a promotion request for her reportee, that Sharon, right? So all in all, what we are trying to show here is that with various personas like the HR admin, we had Rishi who was using Slack from Freight Logistics. We had Katie who is a manager in Alpine, who was using employee portal. And then we also saw one snippet of an employee using MS Teams, right? So what essentially we're trying to say is depending on your organization's use case, depending on your organization's preferences and depending on your -- on the kind of queries or real-time execution of processes that your organizations want your employee to do through the Agentforce, they can -- you can kind of configure the agent in that fashion, right? So before I hand it over to Shruthi, I'd just like to cover this one more slide like why we are -- we think you should choose HR service that's powered by Agentforce, right? So we know that the employee experience gap is widening. And we have many HR leaders on this webinar. So we know that HR leaders have kind of a narrow window to close this employee experience gap. And you do not want your employees or you do not want your organization to lose productivity, right? Or in that -- for that matter, even you don't want to lose your talent to competitors who have already transformed how they support their workforce, right? So here's how HR service can help you close that gap sooner, right? So personalizing employee service at scale through human AI agent partnerships, unifying disparate data within its integration first design, automating processes with built-in rules, right? And then underlying all this is trust that's built with the goodness of Einstein Trust Layer, that is security and privacy, which is critical when dealing with sensitive employee data, right? So with that slide, I will pass it back to my friend and colleague, Shruthi.

Thank you. Thanks for that, Deval. I do want to talk a bit about that demo that you showcased. But before that, the audience, I'd love to do a quick check at this point, which of these HR use cases would you as a HR leader or an employee for that matter, prioritize. Which of these is important for you if you were to deliver AI-assisted agentic workflows. If you think a moment about if you were going to use AI to transform your HR service, which one of these would be a priority. You will see that you can select multiple of them. So please pick all that you think matters, right? Quickly, let's walk through these options here. One, employee self-service, right, benefits, policies, enablement. We saw some of those use cases today that Deval walked through. Second, HR operations, right, case management and providing your HR persona that ability to solve cases faster or even not get those cases in the first place, right? Talent development. And fourth, integrations, right? Integration is an area that the HR service solution by Salesforce performs brilliantly, right? We integrate with all the systems that you already have. And this is critical for a HR service solution because you don't want to lift and shift your data, right? You essentially want to integrate with all that you already have. And lastly, talent acquisition, right? Is that an area where you see agentic workflows helping you. So while you take a moment audience, please answer that. And once you've answered that, feel free to send us a reaction that you have. While you're doing that, I want to just quickly pivot back to the demo that we just saw, Deval. Thank you for walking us through that. To me, I think what stood out about the demo was just how the employee Rishi Rai, I think Rishi Rai, never had to leave Slack to get what they wanted, right, or even Teams for that matter, if the organization uses Teams. To me, it almost felt like they were conversing with their colleague, right? Just asking help for something that you're stuck on, much like we would do today when we are chatting with our colleague to ask for some question, right? So I'm sure all of us today, the audience today is able to contrast what we saw in this demo with your everyday experience as employees and reflect what it would be like to have that conversational support built right into your flow of work, right? So with that, thank you for taking your time out to answer. This is very helpful for us as we gather more feedback and as we refine our product further. So I deeply appreciate you taking time out to respond to that poll. So this brings us to the last section, right? And this is my favorite section in any webinar to walk through, quite honestly. So now you might be thinking, okay, all of this sounds great in theory, right? We walked through a lot of use cases. We spoke a lot of agentic, but does it actually work in practice, right? Or is this just information on the road map, right? So that's why this is my favorite section. So let me share something very powerful with all of you. So one unique thing about Salesforce is that we just don't build Agentforce for HR. We just don't build it as a product. We live it, right? So as customer zero, we've deployed this exact solution across our own organization, and those results have been transformative. And I'd like to share some of that with you today. So here's how the slide that you see here today, that sort of shows how this whole thing comes together on Salesforce. So Agentforce sits embedded right inside Slack and our employees portal called Basecamp, which Avni referred to when she was walking through her section. So Basecamp is our employee-facing portal, which is not just HR, but also IT support, right? So Agentforce sits right in Slack and on Basecamp, where employees already work today, right? They don't necessarily have to go to a different system just to find things. So the beauty really is in the simplicity, right? So employees ask their questions in natural language, much like how they're used to using ChatGPT or any of your favorite generative AI tools. And the employee service agent searches our knowledge base and our knowledge base, like any other company, is spread across multiple systems, right? So the employee service agent searches that knowledge base, pulls data from multiple connected systems to provide instant accurate answers. Notice another critical element to the right on this slide, you will see guardrails and human escalation, right? So when Agentforce encounters something complex or sensitive, right -- and there is bound to be some sensitive questions when it comes to dealing with people, right? So when an Agentforce encounters something like that, it seamlessly escalates that to our expert HR professionals. So what I want you to take away is that we're not replacing human judgment. We're amplifying human capacity by handling the routine, right? By making sure that we're handling all of these routine admin tasks, you're freeing up time for your HR to get to what they do best, which is empathy and understanding what the employees need. So we saw how that works. Let me walk you through some of the results, right? The results do speak for themselves, and I think this was transformative when we saw it. So 40% of cases today are handled autonomously, and we've resolved over close to 10,000, right, over 9,500 cases early in the process with some real savings and reduced HR workload by up to 50% in some areas. And the numbers according to me, tell only half the story. What's even more valuable are the lessons that we learned as customer zero. And this is what we'd like to share with our customers as they go on their agentic journey, right? First, start narrow and scale gradually, right? What really worked for us was to pick specific use cases, perfect them and then expand them, right? That's the first point that you see on the right side of the slide today on the lessons learned. The second one is that guardrails are absolutely critical, right? These are not nice-to-have features. They are essentially handling very sensitive employee data, so they must ensure compliance. So guardrails are absolutely critical. Third, clean data plus quality content is what equals accuracy. We learned that having tons of information on the data isn't enough, right? That data needs to be curated, it needs to be current and it needs to be consistent. And finally, agents need feedback and agents need iteration. It's just like any new team member, right? Think about when you onboarded a new team member into your team, much like that, our AI agents got better with coaching and with continuous improvement. So we went through some of the metrics around savings and productivity. I'd also like to share with you how this has transformed the employee experience, right? We've reduced HR tickets by approximately 3,200 in the first 6 months. And we are projecting a 25% to 50% deflection rate for employee service cases by FY '27. What do I mean by case deflection? It is when you avoid a customer or an employee in this case, having to even raise a ticket by providing them all that they need to service that question themselves, right? So that means they haven't even raised the ticket. That's called case deflection. So that's thousands of routine inquiries that our HR team no longer has to handle manually. And look at this customer satisfaction score, right, 4.8 out of 5 with over 200,000 closed HR tickets. So what this means is that when employees can get instant accurate answers to their questions without having to navigate multiple systems, employee satisfaction naturally follows. So what I wanted to really showcase on this slide is that this isn't really theoretical anymore, right? It's natural for us to whenever we see an AI or an agentic story to really be skeptical and say, okay, this sounds good on a slide, but what does it look like when it's implemented. That's exactly what we wanted to cover today. So hopefully, you're able to see that this is not mere theory. This is employee service and Agentforce, helping our employees find information, resolve issues and focus on higher-value work at enterprise scale. So with that, I -- as we close out, I just want to spend a few moments on this slide with a practical 4-step strategy based on our learnings, right? Step one, start and stay focused, right? And the key is to not to try to solve everything on day 1, but prioritize one key outcome and then identify a high-value pilot use case. Step 2, as they say, clean data, good AI. So prioritize data readiness. Your agent is only as good as the information that it has access to. So an essential pre-step is to gather all your essential HR-related content, be it policies, benefit plans, summaries, standard procedures, employee handbooks, all of that, that exists in knowledge repositories, import from those, bring them all together. I think that's prioritizing data readiness. Focus on the experience design, right, because this is where really the magic happens. So put the AI and the agents where your employees actually need them, right? We don't want our employees to do additional hard work to use the AI, right? So that might be your employee portal in your case or it might be Slack or Teams as we just saw in the demo. Then leverage your HR expertise to fine-tune the design and build the right guardrails, and we saw why guardrails was important. And step 4 is to communicate success and adapt quickly. So publish your success metrics early, employee satisfaction scores, how many cases have you been able to avoid and things like that. So what this does is build momentum and trust, right? Then driving adoption across employee groups by showing value and continuously improving on this feedback ensures that your employees start using your solution. So with that, I want to leave the audience today with one last poll, right? We've gone through what we have and what we've learned from our journey. Audience, I'd love to hear from you, where is your organization today in adopting AI-powered HR support and spend a few minutes to go through these options and pick the one that most closely represents what your organization is currently facing, right? Are you actively evaluating HR service solutions today? Or are you planning to explore them in the next 6 to 12 months? right? Or let us know if you're already using a different AI-powered HR platform or any custom workflows that you've built. If none of these options really capture what you're doing today, do definitely feel free to use the chat and use the chat to also tell us if you're looking at additional use cases that we couldn't cover today, right? Anything that's top of mind to you, we'd love to hear that. So I'm going to take a pause here on this slide to give you some time to get use this. And one thing that really stood out to me as I was preparing for the session is that your HR system, right, is often that first digital touch point that any employee of the organization has, right? As you're onboarding, your first digital system that you really touch in an organization is what your HR is using. So I think that underscores why this transformation becomes absolutely important. So if you've taken a few minutes -- a few seconds to answer that, I'm going to just leave this here and go over and see if there are any questions for us to answer. Please do use this time to also put in any questions that you may have through the course of this presentation. I do see some questions on whether you'll get the presentation and recording. Yes, you should see that sent over to your e-mail. Apart from that, I also want to call out that there are a lot of related links under resources that you should be able to see on your screens. Audience, please make sure to book mark that. You will get that on your e-mail, but please feel free to take a look at them. You will see a very nice video that you can go ahead and take -- you can watch it later. And the Salesforce case study that I just walked through about the results that we've had, you will see an entire article on that. So please feel free to take a look at that as well. I'm going to just move ahead. And fantastic, right? Thank you so much, audience for -- it's very encouraging to see 34% saying you're actively evaluating HR service and 24% are saying that you're planning to explore AI for HR in the next 6 to 12 months. I think that goes on to showcase why today's topic was so pertinent, right? So hopefully, all of you had a good time and took away from what we shared with you today. That does bring us to the end of content that we have prepared today, but we're just going to stay on for a few more minutes to see if there are additional questions on chat that we can answer. We've been answering a lot of them as we go through. But yes.

Yes. So I can take it from you, Shruthi. So I see actually, there are a bunch of questions I responded to. I think me and Shruthi and Avni have responded to some of those individually. Apologies if you are not able to respond to all of them because we see like there are a bunch of them. What I would do is just read out some of the common questions or common concerns, and we can try to address it online. And then obviously, as Shruthi mentioned, you can -- Shruthi, I'm assuming there is a way in which the audience can reach out to us if they have more questions or if their answers -- for some reason they go unanswered, they should be able to reach out to us, right?

Yes. We will -- yes. unanswered questions, we will get that, right, in case we're not able to get them.

Sure. So let me quickly pick a couple of questions that have like common concerns, right? One of the common questions that we do here, and it's also on this webinar is the concern over the PII data, right? So how does Agentforce ensure that the PII data is not getting compromised. So I would request specifically to the audience who are interested in this to look up 2 things regarding the Salesforce. One is the Einstein Trust Layer protection and second is the zero data retention policy, right? So when -- just to explain that a little bit, with respect to the Einstein Trust Layer protection when Agentforce uses third-party tools like external LLMs, sensitive data such as the PII, the personally identify information and business sensitive data is removed before it's sent to a third-party tool, right? And with respect to the zero data retention policy, the data that is accessed by the agents, including the personally identifiable information, it is protected in transit, right? So what this means is it is installed or used for training purposes for external LLM providers as this is a part of Salesforce strict zero data retention policies, right? That is one. And then the other question that I got was specific to the demo that we showed a demo in which the manager is kind of accessing information regarding the promotion eligibility of their reportee, right? And the question that we got is like, okay, so if the manager is able to access this data and manager is able to create a request for the promotion of their reportee, do the reportees also have kind of access to whatever data that they want because it could be risky, right? And in some cases, you don't want like all the data to be shared with everyone in the organization, right? So what I would like to say is that the Agentforce agent can restrict data access through multiple mechanism. So we can like kind of ensure that users only see information that they are authorized to access, right? So authorization to access is the key here, right? So there is permission-based access control. So the Agentforce agent inherits the user permissions and they will not apply with the information that the user does not have access to, right? So it is -- what it really means is that it respects the agent, respects existing Salesforce security models and data access control, right? And this is based on the locked-in users' permission, right? So yes, so primarily wanted to answer like the common questions, and these were the common questions. So yes.

And just to reiterate for other people asking, yes, you will receive a recording of this session shortly in your inbox. You can see the recording, yes.

Yes. And I will also try to respond to like the individual questions as much as possible in the DMs. Thank you.

Okay. If I think we've addressed most of the questions that we had. Thank you, everyone, for your time today. I really do appreciate you taking time out. Thanks for engaging with us, and thanks for responding to the polls. This has been super helpful for the team. Thank you so much, and have a great day.