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…to be really hard for net new businesses to have that level of penetration that you guys and service now and work day and whoever ever whoever else has been able to achieve well I hope you'll come to dream force and you'll see actually we have a we've never been in the ITSM market before so we're got entering and we're build it on slack you know so it's a slack first app it's agentic also so it's agentic it's slack first and I mean service now is a great company they you know I think they automate like 9,000 companies I don't know what the number is that they have but slack is out of million companies and those million companies they're you know small and medium and large and extra large just because all you know sales force sells to the five major segments of business that the I all of the IT world and slack is one of those products that we do that with and that idea that we're entering the market for ITSM but it's you know a whole different kind of architecture but it's the architecture that we're talking about which is we have to have humans at agents working together and that when we're you know managing you know our assets in our company or you know really kind of providing that kind of you know database to really understand the change configuration you know agentic capability is very powerful and then if you can provide it right on your phone in slack that's really a next generation UI and we're doing that with all of our products so all of our products so like our sales cloud which we've talked about you know for decades it's become an agentic sales our service cloud is agentic service even our marketing cloud where you know we do 11 trillion emails every single year those are all one way conversations today you know you're going to see a dream force those are all going to become two way conversations and it's because you're going to have an agentic on the end of that having a conversation with those customers and I'll tell you like even you know in my home I have an air-stream trailer outside and it's hooked on to the power grid you know with this device from a company called Eaton and they've been a customerverse for years they've done you know their sales and service on us but we have this field service product that we also now have made agentic and so when the field service agent from Eaton shows up not only are they like on their phone you can see the app by the way it's on the app store not only are they looking at all my information oh it's marked many off here's his home you know here's his air stream we got this working or I don't understand why this is not working he's not by himself he's with the agent he can interact with the agent and the user interface exactly is your kind of describing that kind of you know large language model interface and trying to figure out what's going to work what's not going to work and then all of that is going to get stored into the system of record so that when the next agent comes out it affects my you know power system again it's all right there in front of them because that's going to be the nature field service you know even like when we work o that when the next agent comes out it affects my you know power system again it's all right there in front of them because that's going to be the nature field service you know even like when we work with PG&E on their wildfire prevention they're out there with our field service app where they're looking at every powerful and every branch and every piece but they're not alone the agentic layer is with them it's humans and agents working together but the system of record the agentic layer the LLM all have to be integrated together you know it's that we talked about this actually nine months ago I remember the data layer the data foundation the application layer and the agentic layer are the three core layers of how applications are working going forward and that's well at least that's how I use them every single day and maybe you have a different way even when I'm using for example like last night I was shopping for ties so I was you know on an LLM and I'm looking for the right tie of this kind of thing it wasn't one of the two that you mentioned it was a different one and then it brings me in there it's kind of a super search you know it's like helping me search to find the we bsite and then I'm getting now I'm on the website but I still had to go to the website to complete the transaction to identify you know who I was complete the commerce will that maybe get more refined it probably will but when it comes to the fundamental trust security and information sharing in an enterprise that is a different ballgame right there what is what is managing agents and managing workers in tail you guys have gone through this transition on the support side a little bit and increasingly maybe on the R&D and development side and now on the sales side is well I guess what how do you think about if you're a leader in trying to figure out how to deal with both the change management process associated with going through that but then also like how do you actually organize and design the business such that KPIs and accountability is actually roiling through the organization well we talked about that two nine months ago which was I really felt I was going to be the last CEO is only managing games remember that yes I do think and I still haven't come up with a better term of like managing agent workers or something for some reason that feels a little dystopian to me but it's it's clearly heading down that path in some way shape or form now I don't think it's dystopian at all I think that this is reality at least for me but I'm managing agents and humans and that means my agents when they show up to a customer like I told you of that sales person now that's calling back all my leads and that sales agent there has to be a certain kind of set of guardrails a certain personality a certain kind of tone the ability to know when it needs to escalate immediately to a human being because these large language models can do a lot of things but they cannot do everything and you know that so and that we're kind of hitting in some ways you know a high evolution of the large language model as we can kind of see as els can do a lot of things but they cannot do everything and you know that so and that we're kind of hitting in some ways you know a high evolution of the large language model as we can kind of see as we got in a GPT five looks a lot like GPT four it's more evolutionary than revolutionary so we're seeing a maturation of that type of technology right now that deeply integrated into the tech into the application layer that's where I'm getting the most value and that idea that those agents then when they're directly talking to the customer or directly talking to the employee they need to be you know manage through those guardrails they need to be managed through that structure and that's incredibly important for us as the tech vendor to be able to provide that to the customer when you say 30 to 50% of work is being done by agents today I guess how do you think about the the unit of work being done how do you assess that at an organizational level to try to figure out where the balance is of who's doing what well I think we kind of lay it out like in that support example which is really I think the best example right that if we were having this conversation a year ago and you were calling Salesforce there would be 9,000 people that you would be interacting with globally on our service cloud and they would be managing creating reading updating deleting data we called CRUD database with an app of very powerful interface you know with lightning in some cases if there's a case maybe it gets swarmed on the slack but this is what they're doing maybe they're checking the analytics and Tableau maybe they're over here you know doing doing some others kind of sentiment analysis now it's a different system now all of a sudden here we are a year later and the million and a half conversations that are happening going forward over the next year and a million and a half human conversations that are going forward over the next year how now bifurcated 50% are with agents 50% are with humans and there needs to be also technology and people who are managing how are these working together and because all of a sudden like the agent will scale out and say whoa I can't handle this I need a you got to go help handle have the human work on that it's not any different than have you been like in your Tesla and all of a sudden itself driving it goes oh I don't actually know what's happening you take over and that's kind of the same thing but on a very complex you know you're working with a very complex customer you know in a support environment that is really the magic going forward you know how do we get these two and so that idea of the 50 50 I think that's definitely where we're going in sales in service in marketing in field service in the fundamental collaboration of our employees all of all of these pieces are going to have that kind of balance I don't know if you've reported since May on numbers related to this what I had down was 8,000 deals and generating over a hundred million in ARR for agent force I don't know if there's newer numbers out there if that's the latest well you'll you'll hear those when…

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