Marc Benioff: evaluation

Transcript context

…I want to bounce around a little bit, but let's talk about Agentforce. I know this is, as you've said, the thing you're most focused on right now. It's a big bet you all are taking. When people hear this word "agent," I think a lot of people are embarrassed to even ask like, "What does that even look like? What is an agent beyond what LLMs are today?" Is there an example you could give of something you've seen that maybe blew your mind of what an agent can do? Yeah. I saw it in the movies. I saw it in Minority Report, which was a movie that was co-written by our futurist, Peter Schwartz. Tom Cruise runs into the Gap store, and all of a sudden, it says, "Hey. Hey, Tom. Have you thought about this new shirt? Look at these jeans. You bought this last time. Now, you could try this. You could try that. What about this? What about that?" It knew his history. It understood him. It knew what was going on. This is 20 years ago. This whole store changes digitally to reflect his interest, his ideas, and it's starting to talk to him and work with him. That is an agent. It isn't just the agent that we saw in the Matrix, Mr. Smith, or whatever it is. It's someone that's working with you, someone. That's an interesting, for you, slip. It's something that is working with you. It could be your piece of software in your phone. It could be a robot that's going to be in your home. It could be your car that knows you, understands your preferences, has an institutional memory of you, and now is helping to advise you. I'll give you an example that I'm going to... I go into UCSF all the time. I'm actually just getting through an Achilles rupture right now, so I've had a lot of interactions, and the hospital... or you're getting your healthcare, getting your labs done, getting your physical done, getting your scans done, whatever it is. There's always these pre-operative and post-operative or pre-procedure and post-procedure things, and you're getting these phone calls. Every time I get a phone call, I'm like, "Ugh, that probably just cost them a hundred bucks, and we probably could do that a lot cheaper and a lot easier with an agent." Then, when I talk to my doctors and nurses at UCSF, they're all burnt out post-pandemic because they're scheduling pajama time to go through all their digital messages at night. It's like a lot of this could be done a lot easier with agents and AI, and we're going to make their lives a lot better, a lot easier, simpler. Some of those things that they're doing, they don't need to talk to me about what my cholesterol number is because I got my labs, and the cholesterol number is this number or that number. A lot of this can be done with technology, and then save the parts that are important for them like when I come to see them or I want to have a real, deeper, more empathetic conversation face-to-face with a deeply experienced doctor. That's a whole another opportunity for me. That is an agent or the agent is like... Here's an example. I had a CT scan, and you have to drink this contrast, and then all of a sudden, the... drink it, but they give it to you through an IV, and then they're taking better pictures. But then, you have to drink water to flush the contrast out of your body. Do you think anyone called me and said, "Hey, did you drink the water?" No, nobody calls me to drink the water. You have to remember. You're on your own in healthcare in the US. rast out of your body. Do you think anyone called me and said, "Hey, did you drink the water?" No, nobody calls me to drink the water. You have to remember. You're on your own in healthcare in the US. So the agent is going to call you and say, "Hey, did you drink the water? Did you take your meds? Do you need to have a repeat lab? Do you need to go see your doctor again?" So the agent is going to be there by your side. So that's an healthcare example. There's a lot of examples that we can probably have.…

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