[APPLAUSE]
Marco Casalaina: Yes, hello, and
welcome to the Einstein Keynote.
Well, can you believe that it's been just
three years since we launched Einstein?
And in that time, we've released more
than 40 different Einstein features.
And many thousands of you have
brought that to your business.
I'm Marco Casalaina,
I'm VP Products of Einstein.
And in today's keynote,
we're going to celebrate the success
that many of you have had with Einstein.
Well, for those of you who
have not gotten started yet,
we're going to give you
an idea of where to begin.
Now, before I get into it,
the purpose of artificial intelligence
is to make forward looking statements.
And if I make any forward
looking statements today,
please make your purchasing decisions
based solely on present functionality.
Now, you may have noticed
that there's not one, but
two good-looking speakers
on this stage right now.
Well, there's me, and
the Einstein Smart Speaker over here.
Now, the truth is, we're not going to be
making that many of these smart speakers,
but it is a good way to demonstrate
the advancements that we've made in voice,
that are going to be coming
to your mobile devices and
smart speakers that you may already own.
But no, I'm sorry, you're not going to
be able to take either of these handsome
speakers home with you tonight.
But let's give it a whirl.
All right, hey Einstein,
what's next on the agenda?
Einstein Voice: Your next task
is to thank the audience.
Marco Casalaina: Yes, indeed.
Thank you all very much.
Thank you for
joining us on this journey into AI.
And it has been a journey,
I think, for both us.
We've been learning from you,
how best to bring AI to business.
And in particular,
I'd like to thank, over here we have
a section of Einstein champions.
The Einstein champions have been
with us from the very beginning.
They've been using the pilots of
Prediction Builder, the next best actions.
[APPLAUSE]
Marco Casalaina: And
they were the very first to use
a lot of these Einstein features,
and they taught us how to bring
the benefits of AI to business.
Now, just two years ago, as the first
Einstein capabilities were coming to life,
just one in five businesses had any
semblance of AI in their business.
But today, 2019, two years later,
nearly half of all businesses
are using artificial intelligence.
So I think the message there is, if you're
not using AI, now's the time to get
started, because if you're not using it,
your competitor certainly is.
Bringing AI to your business
can seem a little daunting.
If you're using traditional tools,
there are lots of concepts
that you need to master.
Algorithms like regressions and
random forests and neural nets, and
concepts like natural language
processing and deep learning.
And so, a lot of companies that are using
these traditional machine learning tool
kits, well, have yet to achieve results.
So seven out of ten businesses that
try to bring AI to their business have
not achieved results yet, but
that's not the case with Einstein.
Einstein is specifically designed for
simplicity.
It's designed for a Salesforce admin or
developer to be able to set up,
for a Salesforce user to
be able to understand.
And as a result,
folks that use Einstein get real results.
I'm talking about One Call,
who brought the Einstein voice pilot
to their mobile app, and
they saw double the adoption rate.
I'm talking about Room &amp; Board, who
uses Einstein to target their marketing,
communications, and
achieved 150% higher conversions.
Or Athena Health,
who is using Service Cloud Einstein to
improve their case resolution rate.
These stories are piling up.
People are having real
success with Einstein.
So how can you become
successful with Einstein?
Well, it all starts with a question.
You need to formulate a question
that makes sense for your business.
For some folks, that's in sales,
which of my deals are going to close?
For other folks, like Austin Buchan,
from College Forward,
it's about which of the high school
students that are in our program
are going to drop out of the program?
That's an attrition prediction.
So for you, it might be,
which of my customers are going to cancel?
For other folks, like George Rasheeda,
from Leave A Nest, it's about marketing.
If I send you an email,
are you going to open it or not?
So you might wonder,
what kinds of questions can I
ask of artificial intelligence?
Hey Einstein,
where can our audience get some
more information about
what they can ask of AI?
Einstein Voice: I recommend
Einstein's Guide to
Artificial Intelligence Use Cases.
Marco Casalaina: Einstein's Guide to AI.
So you can get that at sfdc.co/AI-guide,
or
just Google it,
Einstein's Guide to AI Use Cases.
And you'll find lots and lots of
questions that our customers have been
successful at asking of
artificial intelligence.
Now, Einstein is the intelligence
layer of the customer 360 platforms.
So you'll find Einstein all
throughout the platform.
And broadly speaking, Einstein is
divided into two major categories.
Every Salesforce Cloud has an Einstein.
That's Sales Cloud, Service Cloud,
Marketing Cloud, and
Commerce Cloud,
all have a corresponding Einstein.
And you'll find that, increasingly,
a lot of these Einstein capabilities
are included in the base licenses of each,
especially Einstein search.
You know that little search bar at
the top of Salesforce, well soon,
that's going to be Einstein Search.
And it won't just be
simple search anymore,
you'll be able to type natural language in
there, like my opportunities this month,
or my cases today, and
it'll give you what you asked for.
Now, on the other side, there are the
capabilities for admins and developers.
This is the ability to add
custom predictions and
custom intelligence to the apps
that you build in Salesforce.
These are things like Prediction Builder,
Next Best Action, and
Einstein Vision and Language.
Now, everybody can talk to
Salesforce with Einstein Voice.
And who better to give you a demo of that,
than our Director of User Research
of Einstein Voice, Kai Nuñez.
[MUSIC]
[APPLAUSE]
Yakaira Núñez: All right, thank you for
that delightful introduction, Marco.
Hi everyone, I'm Kai, and good morning.
I run a user and
products insights team here.
My team gathers data, both big and
small, on how you use our products,
all with the express intent of making
our products easier to use, and
more impactful for your business.
Now, we've been focusing our
work on voice ad nauseam.
And we have collected your data,
with your consent,
of course, and we've done some
work to create some insights.
I have three insights that I'd
like to share with you today, and
you'll see it peppered throughout
the rest of this presentation.
So the first insight is
that data privacy and
security is of tantamount
importance to you.
I'll restate that, data privacy and
security is extraordinarily important.
And we at Salesforce understand that,
because trust is our number one value.
The second value that I'd like
to share with you is guidance.
The importance of voice guidance..
You would like a little bit more help when
you're interacting with a voice speaker or
any type of voice device.
It's really hard, I'm sure you all have
experienced how difficult it is to talk to
a speaker, your mobile device.
We hear you and we've got you covered.
And the third item that I'd like to
share with you today is that you would
like more use cases that
we've really covered and
done a good job with sales
use cases across the board.
But wouldn't you like service use cases,
manufacturing use cases,
commerce use cases?
So we heard you and we've applied
those learnings to the product which
is why I'm excited to take you through
this demo, and our voice overview.
Now for this demo, I'm going to be
playing the role of the head of
customer service for Trailblazer Rooms.
Trailblazer Rooms is a small business
located in the southeast that's
looking to expand to the northeast and
I'm meeting with my team for
our quarterly business review,
actually me.
All right, so I have James,
my regional manager with us.
I've got Kath,
my Business Analyst and I have Glenn.
He's our IT lead and are also admin.
Awesome admin.
Okay, so let's get started.
Hey, Einstein,
let's start our quarterly business review.
Einstein Voice: Welcome to the quarterly
customer service business review.
Yakaira Núñez: Excellent.
All right, so the first thing that
we'd like to start with today is our
key performance indicators.
Kath.
Kath: Great.
Well, I'm super excited to report that
we actually exceeded expectations this
quarter.
Our customer satisfaction rating is
at an 8.5, which is up from 8.0.
This is huge, because case volume
also increased 20% this past quarter.
Our agents have really been crushing it.
Yakaira Núñez: That's great news.
Now, that was just historical data.
But with the power of Einstein,
we can peek into the future.
Hey, Einstein, what's the predicted
CSAT for next quarter?
Einstein Voice: Predicted CSAT
next quarter is 6.4.
Yakaira Núñez: Shut the front door,
I can't believe that.
James: Maybe, but like I added more
customer service agents last quarter and
they've on boarded super fast,
I think we can handle the extensions.
Kath: I wouldn't be too sure about that,
James.
There's probably some factors that
we haven't thought about, though.
We should look into all of
this a little bit deeper.
Hey, Einstein, what's the top factor for
predicted decrease in CSAT?
Einstein Voice: The top reason is average
case resolution time is 27 hours.
James: Weird, but Kath,
our goal is 48 hours or sooner.
Our team is solving these in 27 hours,
that seems great in comparison.
Kath: Well, I'm actually doing
some research right now and
it looks like most of our main competitors
in the northeast are resolving
customer cases within 24 hours.
Yakaira Núñez: Well,
that must explain the predicted CSAT.
Our customers in the northeast
won't be interested in working
with us if we deliver our
products in 24 hours or more.
James: I've heard of
the self-service solutions,
I think we're going to have to implement
some if we're going to be competitive.
Glenn, is there anything
you can do to help?
Glenn: I've heard of Einstein box.
I'll check out Trailhead to
see how we can get started.
Yakaira Núñez: I think
that's a great idea.
All right, hey, Einstein,
please post our predicted CSAT drop and
our next steps to chatter.
All right.
Einstein Voice: I have posted
this notification to chatter.
Yakaira Núñez: That's awesome.
All right, well,
this was a really productive meeting.
Thanks everyone for your insights.
Go team.
[LAUGH] So we obviously had
a little bit of fun right there.
[APPLAUSE]
Yakaira Núñez: Our capable team was able
to work together to mitigate a future
risk with the help of Einstein.
Now, one of my favorite parts
about that demo is when Einstein
posted the chatter for me.
I think that's a great example
of how CRM plus AI can augment
the user experience to make
me even more productive.
Now, I do want to talk a little
bit about how we made that demo.
Yakaira Núñez: I'm going to
get on stage first.
[LAUGH] So Glenn, our awesome admin,
he built us custom voice skills and
he also did a solid by pairing my
profile with a device of my choice.
And I chose Einstein, of course,
because he's adorable and
intelligent just what I want in a speaker.
Sorry, Marco.
[LAUGH]
Now,
one thing I'd like you to take away
from this conversation is that you can
only pair one profile to
one device at a time.
One thing I failed to mention earlier
is that when we were both talking and
we invoke those skills with Einstein, we
had, had Glenn create those skills for us.
And these skills were, such as
predictive CSAT, top reasons and more.
Now, I know what you are thinking.
You want a Glenn.
You want a Glenn to build you some
awesome voice experiences with awesome
voice skills.
And I'm telling you right now,
you can't get a Glenn,
because we built you a builder.
We built you Einstein voice skills.
Now with Einstein voice skills,
any admin or
developer can build custom
voice apps with skills and
deploy them to any role or
profile in your organization.
Now you can also build and customize
that experience to bring Einstein,
and Salesforce to where your users work.
That means on the go,
on their mobile phone or
at home on their smart speaker,
does that make sense?
Okay, the most important thing that I
want you to take away from this slide and
our time together today is that
with Einstein voice skills and
all of the voice products
that we built for you,
they've all been built on our trusted and
secure platform.
So that means that you can feel confident
that not only is your data secure,
but also your voice experience is secure.
All right, so now that we'd talked a
little bit about Einstein voice skills and
how you can customize
the voice experience.
And don't worry,
we're going to go into this with a little
more depth in the next couple of chapters.
I'd like to talk a little bit about how
we have leverage voice technology for
sales and service in just a little.
Introducing Voice Intelligence for
Sales and Service.
With Einstein call coaching and
service cloud voice,
we've designed an experience that
enables every sales rep and any service
rep the ability to have their productivity
boosted through AI powered guidance.
Now, what does that actually mean?
That means that we take
call data at scale.
And from that call data,
we extract insights.
Insights that sales managers and service
managers can use to run their business.
Now for Einstein cockroach and in
particular, that used conversation trends.
So it's a historical data and you can use
those trends to literally coach your team.
All right, and the purpose of coaching
a team, of course, is to help them sell
better, help them sell faster, and
help them get out of the office so
they can get to their families and
have a good life, right?
With Service Cloud Voice, we leverage
insights in two different ways.
There is the supervisor console, where
the supervisors have the opportunity to
actually overview their entire business.
It's great.
But in addition to that, we enable and
empower the service reps so
that they can focus on what's important,
to get information at the right time so
that they could actually
deliver great customer service.
All right, so unfortunately,
this concludes our time together.
But if you want to learn more
about Einstein Call Coaching and
Service Cloud Voice, we have two
awesome speakers coming up that
will take you through
a journey with both of them.
Now,
Yakaira Núñez: As I mentioned,
thank you for your time.
This is Einstein Voice,
where everyone can talk to Salesforce.
And in our next chapter,
we'll be doing a deep dive on how Einstein
can completely revolutionized
the Salesforce user experience.
Now, I don't know anyone
better to talk about the user
experience than our very own
lead product marketer for
Einstein and AI, Sanjna Parulekar,
please join us on stage.
[APPLAUSE]
[MUSIC]
Sanjna Parulekar: All right,
thank you so much, Kai.
And I'm just so thrilled to be here with
all of you today to talk about my favorite
product at Salesforce,
and that's Einstein.
Now I think all of us can relate to that
word cloud that Marco showed earlier.
AI can be really daunting.
It can be really hard to
understand where to get started.
But what I really love about Einstein is
that what I hear from customers time and
time again is that it truly
is easy to get started.
We wipe away that word cloud and
suddenly you have a suite of products that
you can get started with right away and
be more productive.
And it's with that purpose that we've
continued to innovate on the Einstein
platform.
And we've had this ethos in mind of
making AI truly accessible to everyone.
Now when we launched Einstein in 2016,
we started with sales.
It's our bread and butter as a company,
it's where we have our roots.
And we wanted to apply
AI to the sales process.
We thought,
let's take the busy work out of it.
Let's focus on the customer.
And we've come a really
long way since then.
We've been able to successfully
apply AI to forecasting and lead and
opportunity scoring.
All of these pieces of
the sales value chain.
And as Kai mentioned today, we're so
excited to announce
Einstein Call Coaching,
which is bringing the power of
voice data into your sales process.
You can now access these insights and
coach your sales reps to success.
And we're really seeing success here.
I mean, companies like Iron Mountain are
seeing a boost in 5% of their win rates.
And that kind of advancement
with AI is what we love to see.
Now we've taken the same
spirit of productivity and
we've applied it to service too.
Now to me, when AI is done really well,
when it's really elegantly done,
you barely know it's there.
It's just making you more productive, and
it's helping you every step of the way.
And we've applied this to service
to help our service agents and
our service managers be more productive.
We've really found that
by helping them boost and
really decrease their resolution time,
they're actually able to retain customers.
And AI that helps you retain customers,
I think that's pretty cool, right?
Now as a marketer here,
I gotta say I'm pretty biased,
I think Einstein for
Marketing is a complete game changer.
It is every marketers
dream to deliver the right
content to the right
person at the right time.
And Einstein for
Marketing makes this possible.
Without worrying about a model,
an algorithm or
any sort of AI technology,
any marketer can build a targeted campaign
that focuses on the right
people at the right time.
And with Einstein content selection,
you can now do this dynamically
in your email campaigns.
It's so awesome.
Sanjna Parulekar: Now I'm sure all of you
tuned in from Mark's keynote yesterday,
and you saw all of those amazing
innovations in commerce with
Louis Vuitton.
That was pretty slick.
Now many of those innovations
are being powered by Einstein.
So we've been laser focused on
helping our merchandisers harness
the power of AI to deliver
better digital experiences.
And Roots, over here on the slide, they're
actually seeing an attribution of 26% of
their entire revenue due to their digital
experience that they've built on Einstein.
And it might not be obvious right now,
but I'm a sweatpants girl, so
I really appreciate those targeted product
recommendations when I'm shopping on
Roots.
Now, the last feature I want to talk about
that you're going to see an action in just
a few moments here is Einstein Search.
And I gotta say, this is really one of my
favorite products we have in the Einstein
family, and it's one of the newest.
And we're really applying
that consumer ease you
have when you're searching
on Google to the enterprise.
So now you can not only search
with natural language queries, but
you can also take action in Salesforce,
all from the search bar.
Okay, so by now it's probably pretty
obvious that I'm extremely passionate
about what our customers
are doing with AI.
But we're fortunate enough to have
one such customer here with us today,
Jessica DeLeo from State Street Global
Advisors, here to share her passion for
what her company is achieving.
Please join me in welcoming
Jess to the stage.
[APPLAUSE]
[MUSIC]
Sanjna Parulekar: All right,
thanks for being here, Jess.
Jessica DeLeo: Thanks, Sanjna, I'm so
excited to be here to
share our Einstein story.
Sanjna Parulekar: And
we're so excited to have you.
Do you mind telling everyone here about
your role at Slate Street Global Advisors?
Jessica DeLeo: Absolutely, at Slate Street
Global Advisors we provide investment
solutions to some of the world's
largest institutions.
Our sales teams are comprised of account
executives and relationship managers who
are responsible for winning new business
and retaining existing clients.
My role for the last six years has been to
manage all aspects of Salesforce CRM and
make the sales teams more productive.
Artificial intelligence has
played a key role in that.
Sanjna Parulekar: Wow, you have such
an amazing role in making sure all
those sales reps have the right technology
to move their business forward.
What do you say we give everyone
here a peek into what you've built?
And a little homework for the audience.
Make sure you pay close attention into
some of the concepts that are being
presented here and think about how you
might apply them to your own business.
Jessica DeLeo: Sure, in this scenario, I'm
going to show you examples of how we're
making the way our sales team's work so
much easier.
As a VP of sales enablement tools,
I'm always looking for
new ways to make my users more efficient.
During this demo,
I'm going to walk you through a day in the
life of one of our rock star AEs, Mike.
Mike starts his day by speaking to
a smart CRM assistant by saying,
hey Einstein, how does my day look?
Einstein Voice: Your day looks quite open.
You have three meetings, make sure to
complete your time sheet today as well.
Please note there is
a business at risk alert.
ACME employees retirement
fund has a 78% churn risk,
mostly driven by a recent
decrease in activity.
Jessica DeLeo: Wow, that's really high.
Managing business at risk for our
account executives is really important.
This goal will inform how and
when they interact with their clients
by alerting them when it
reaches a threshold of 70%.
Sanjna Parulekar: And this brief
interaction with a smart speaker
is actually jam packed with intelligence.
Every time a sales rep at
State Street interacts with
a smart speaker no matter
which one they have.
This cute Einstein one
is just reserved for us.
It's reporting back on a prediction
that's been built in Einstein Discovery.
Now Jess can build any prediction
that her sales team needs and
that's useful to them.
And she can customize her
entire voice experience
to report back on those
business critical insights.
Jessica DeLeo: That's right, Sanjena.
And now that Einstein has told
Mike what his day looks like and
flagged risk, he knows he needs to act
quickly to retain Acme's business.
In order to really see what's going on,
let's look up Acme's account record.
Luckily, we've got Einstein Search,
which makes finding this account record so
much easier.
We've been waiting for
a more intelligent search experience and
now all of our sales reps including
Mike can be so much more productive.
It's game changing.
And this case because Mike is based in
Boston and Einstein search knows that,
it surfaces the accounts
tailored specifically to him.
The other awesome thing that we
really love about Einstein Search
is that you can take quick
action from the search bar,
like viewing opportunities
related to this account.
In this case because Acme is at risk,
Mike is going to create a note that says,
Mitigate Acme's Risk Today.
Sanjna Parulekar: Now this right here
is critical for our sales reps, right?
It minimizes the number of clicks
to get to what they really need.
And it makes finding the right record in
Salesforce as simple as a Google search.
Now that we found Acme's account record,
Einstein confirms the business
at risk score is 78%.
The embedded insight matches what
the smart speaker told us earlier.
Luckily, Mike knows what
he needs to do next.
Einstein recommends that he placed a call
to Acme to remedy the fact that we've had
low engagement with them.
And this recommendation here has been
built in Einstein next best action.
Each offer that's available for a State
Street rep to sell has been integrated
into a workflow and predictions and
recommendations go hand in hand here.
So every time that prediction
from Einstein Discovery
reaches a certain threshold,
a new offer is presented.
This ensures that every interaction
a State Street rep has with our customer
is both customized and personal,
to where they are in their
journey with the company.
Jessica DeLeo: So
let's fast-forward a little bit.
Mike had a great meeting,
and really impressed Acme.
It's been a long day, and he needs to
get his meeting notes in the Salesforce.
And that's why we have
Einstein Voice Assistant,
to interact with Salesforce
with the power of our voice.
Hey Sanjina, would you like to walk us
through how Mike could enter his meeting
notes into Salesforce following this
awesome meeting he had with Acme.
Sanjna Parulekar: Okay Jess,
anything for Einstein.
I can be Mike for a second here.
All right, so let's pretend that
I'm Mike from State Street and
I have my Salesforce mobile app which has
all of the intelligence I need to
have amazing customer conversations.
So I want to go into the mobile app here,
and
the first thing I want to do is I
want to check on that prediction.
So before we were 78% and
it looks like it's gone down to 26%,
which is absolutely amazing.
It's due to this higher engagement
that we had with them and
it's because I had that great meeting.
And I want to call out one thing here,
we are not just exposing this
percentage to a sales rep, right?
We're telling them why,
we're telling them all of the factors that
are contributing to
the drop in their score.
So I want to make sure that all of the
intelligence from that meeting isn't lost.
So I'm going to open the Einstein
Voice Assistant to log my note
about this meeting.
So let me do that.
Sanjna Parulekar: Had
a great meeting at Acme Inc.
They're interested in our ESG strategies.
Change the opportunity close
date to the end of the month.
Now you might see this and think voice
to text that's nothing special and
honestly you would be
correct in saying that.
But the intelligence and the magic
happens when Einstein can analyze.
All of that data that I
just got into Salesforce.
Einstein is smart enough to
pick up the right account and
all the right related opportunities here.
And Einstein's always got my back, so
he's going to check my work before I
finish anything or enter any of this data.
So I'm going to go ahead and
select the Acme Up Sell opportunity.
No thanks, that's it.
We confirm that and we're good.
And there you have it.
We've included all of the information
about my meeting with Acme, and
it's all back into Salesforce.
Jessica DeLeo: And voila,
it was that simple.
Sanjna Parulekar: All right, Jess,
we covered a lot of products here.
Let's review.
Now, Jess was able to create this
amazing AI powered experience for
all of her sales reps.
And now they can answer these
really important questions like,
what do I do with my customers for this
new risk alert that I have or which offer
can I present to them, she was even able
to create a really slick voice interface.
That helps them interact with Einstein
both on a smart speaker at home, and
on their voice assistant.
Okay, so you're pretty far along on
your AI journey here, and I'm sure
everyone here is dying to know how you
got started and what advice you have.
So is there any advice you can
offer to those here today?
Jessica DeLeo: Sure.
I would say get involved early.
Salesforce offers us the ability to
test drive new innovative products and
welcomes and takes action on our feedback.
Don't miss an opportunity to
be part of this solution.
Sanjna Parulekar: That's great advice.
Thank you so much, Jess.
Let's give her a round of applause.
[APPLAUSE]
Sanjna Parulekar: So
now that you've seen the great
impact that Einstein can have for
your end users, we're going to
open up the hood a little bit,
and we're going to show you how you can
build these experiences at your company.
And I can think of no better person to
do this than my friend and colleague,
our Senior Director of Product Management,
Mayukh Bhaowal.
[MUSIC]
[APPLAUSE]
Mayukh Bhaowal: Dream on,
until your dreams come true.
What a song by Aerosmith, and fitting for
this incredible, incredible event.
You heard how Einstein is
a game changer for end users.
But what if you're an admin or
a developer?
What happens when you have
a unique business question,
that requires a little
bit of AI customization?
How do you add value to your business?
With Einstein platform products you can.
The great thing about these point and
click tools, other than they're very easy
to use, you can build custom
AI powered applications and
then embed them directly
in your user workflow.
So you see the platform,
Einstein is every admin and
developers personal data scientist, so
what are these point and click tools?
Let's demystify that.
First, I want to talk about the tools for
admins.
Starting with Einstein predictions, and
here is the first big announcement.
Einstein prediction builder
is now not only GA,
but all of you can build
a free prediction which means
an intelligent answer to your
key business question for free.
Sweet.
So you can ask, what is the likelihood
of my customer contact to turn?
Or what is the chance of my
invoice to be paid on time?
Or maybe, just maybe, what are the odds
of me winning Dancing with the Stars?
Okay, maybe not the last one but
you get the idea.
Now, no one would tell you this but
these predictions are free because of
our extraordinary product and
engineering team, who work really hard and
smart, to scale the machinery
under the hood.
And I know many of them are right here,
right now among the audience so
why don't we all give them
a huge round of applause.
[APPLAUSE]
Mayukh Bhaowal: And
they have Einstein discovery.
With discovery, you can discover facts and
themes about your data and
merge with analytics.
To me, it's almost like AI and
analytics, going on a little coffee date,
getting married and having a baby.
Cute, now, predictions are wonderful but
you have asked us how can
we turn them into action.
And that is why last year we launched
Einstein next best action and
many of our customers like
yourself are using it for
various use cases such as cross sell and
up sell.
But there is a brand new feature in town.
One I'm personally involved
along with my team.
In 1999, Salesforce started
with this dream of making
enterprise applications as accessible
as buying a book from Amazon.
Today, with all of you, we're going to
take another step in that direction.
You're familiar with AI powered
recommendations in the consumer space,
the movie recommendations, the music
recommendations, the book recommendations.
What happens when you have
similar business question?
Say you want to recommend your custom
campaigns to your custom properties.
You might be an HR company so
you want to recommend your job
candidates to your job description.
And that is why I'm thrilled to
announce that we are now piloting
AI powered recommendation builder.
It's a generic recommendation
engine that abstracts
all the complexities of machine
learning and deep learning.
But surfaces it's when simple,
easy to use interface,
which all of you admins can leverage
without really being a data scientist.
So now, all of you can build
your own custom recommendations.
And, of course,
we have tools for developers.
Listen, I used to be a developer before so
I'm all set to geek out
in the next section.
With Einstein vision you can leverage
the power of deep learning to understand
images in your business.
We have Einstein Image Classification and
Object Detection.
With Image Classification,
you can look at a picture and say, turkey.
With Object Detection you can
count the objects in the picture.
So, you can say, one turkey,
two pies, and four pumpkins.
Clearly, I can wait for thanksgivings.
Our newest product is Einstein OCR,
optical character recognition.
Given a scanned image with text in it, it
would help you to extract all the text out
of it, thereby, enabling you to
insert records in Salesforce.
Pretty darn neat.
Now, I know that beyond just
images you've got text, so
we got you covered with Einstein Intent
and Einstein Sentiment.
Einstein Intent now actually
supports multiple languages.
And speaking of being multi-lingual
this is really, really convenient.
We now are piloting Einstein translation.
So, given a piece of text,
you can easily translate that from
one language to another, making it dead
simple to run your global business.
As developers, you can access all of these
services through standalone rest API's.
But even better, you can access
them natively in Salesforce Apex,
Nnot 100 lines of code, not with 50 lines
of code, not even with 10 lines of code,
but with a single line of
apex like truth and magic.
Traditionally, as developers,
we need to worry about registration.
We need to take care of authentication.
We have to write tons of boilerplate code.
Now, we have condensed all of those
in one single elegant line of APEX.
That's furthering a developer experience.
This is a lot of powerful stuff,
and I want you to take a moment and
absorb it and imagine the possibilities.
I imagined it to be a Batman costume.
Making all of you admin and
developer trailblazers, AI superheroes.
Hey, Einstein, where can our users go
to learn more about these products?
Einstein Voice: I recommend
the Salesforce Einstein resource hub.
Mayukh Bhaowal: There you have it.
If you want to stay on top of
the latest products and features or
learn more about it,
check out the Salesforce Einstein hub.
So listen, I'm really excited,
dying actually, to dive right in and
share this experience
with you through a demo.
You all want to do that?
[APPLAUSE]
Mayukh Bhaowal: Yes,
[APPLAUSE]
Mayukh Bhaowal: We are very lucky to have
amongst us an incredible organization all
the way from Japan called Leave a Nest.
Their mission is to connect the student
and researchers to grants, thereby,
fostering innovation.
And in this demo I'm going to play the
role of one of you are Salesforce admins,
in this case, an admin for leave a nest.
And show you how to build
a custom AI solution.
Their goal is to maximize high
quality applicants to their grant.
And in order to do that,
first they need to figure out which
students are likely to apply to the grant.
For those who are less likely to
apply taken action by sending them
trade show recommendations, and
in these trade shows, they provide them
with personalized coaching, thereby
increasing the likelihood of applying
to the grant and getting accepted.
So, here we are in Salesforce And
this is one of the students Miss Yumiko
Takahama model as a contact object.
On the right hand side, Einstein
prediction builder is telling us that she
has only 11% chance of
applying to the grant.
And therefore, in the red zone aside, this
is the same prediction builder with which
you all now get a free prediction [LAUGH],
thank you.
Thank you, as you scroll down,
Einstein is recommending Tokyo
researcher annual conference as a relevant
trade show recommendation for her.
How did the magic happen?
Let's go under the hood.
We are now in Einstein
next best action and
this is the strategy that I created for
leaving nest, let's review it correctly.
I want to first focus on the brand
selector likelihood of grant application.
If the likelihood is high,
we send them a grand package.
Simple, nothing fancy going on there.
What's more interesting is what happens
when the likelihood is really low.
That is when we are loading AI
powered trade show recommendations
using Einstein recommendation builder.
Let's double click on that to
bring everyone onto the same page,
the problem here is recommending
trade shows to students.
So, here the recipient or who is receiving
the recommendation is a contact object.
Because that's how their
students are model.
And the candidate or what is being
recommended is the trade show object.
That's mostly it.
Under the hood, Einstein crunches all the
numbers and creates a deep learning based
recommendation of garden, which gathers
all the signals from the students and
all the signals from the trade shows,
in addition to and
this is where it gets really interesting.
It looks at all similar students who
attended similar trade shows in the past.
Incredibly complex deep learning
algorithm made simple and
natively available in Salesforce.
You might also be wondering,
let's go back to the strategy border for
a second, you might also be wondering,
what is the filter doing in
front of the recommendation?
So, it turns out some of our customers
have business rules to edit or
control the AI powered recommendations.
For example here,
why would you recommend a trade show to
a student if it's already full capacity?
We all have been on Amazon, right?
They recommend the product and
we go there at truecar.
It's not available Finally,
let's go to the list of students.
And here, we can see the confidence
of attending different trade shows.
As an admin, we can quickly sort them and
send them an email campaign with
the trade show recommendations.
So that concludes the first part of
the demo, we're now going to fast forward.
Imagine it's trade show day and we are all
in Tokyo Researcher Annual Conference and
surprise, surprise Yumiko is here.
She received her recommendations and also,
she got her personalized coaching and
thereafter, she applied for the grant.
I wish I could just
speak to Salesforce and
update her application status on the fly.
And lucky for me, I'm very lucky,
we have Einstein Voice Assistant.
So here we are in Einstein Voice
Assistant, so let's go ahead and
update a contact.
Mayukh Bhaowal: Her name
is Yumiko Takahama.
Mayukh Bhaowal: The University
of Tokyo changed the application
status to accepted, wonderful.
Einstein is now looking for
the right contact.
It seems like Einstein found Yumiko and
now, Einstein is confirming
that the application status
is now changed to accepted.
And I guess with that I
should be all done, great.
So you just saw a powerful
demonstration of custom voice skill and
Einstein voice assistant tailored uniquely
to address leaving a business question.
So how did I build that
custom voice skill?
Using ice and water skills,
of course, remember the Trailblazer
room demo that you saw earlier?
Here we are an Einstein voice skills and
let's look at the left-hand navigation we
have a set of skills to get you started.
With the Update scale,
you can speak to Salesforce and
change any record,
any field in Salesforce.
With the Create skill,
you can create a brand new record.
With the read Skill,
you can speak twice, and
then playback any field from
any record in sales force.
And this works for any standard or
custom objects as well as fields.
And this is all tightly
integrated into Salesforce and
connected with the entire customer
360 platform, very powerful.
For Leave a Nest, let's go ahead and
select the Update skill.
The object that we are interested
in is Contact, let's select that.
And finally, the fields on Name,
Account Name and Application Status.
I also want to draw your attention
to the neat little preview that you
are seeing on the right-hand side.
As we start populating
the skills in the builder,
it shows us how it looks
like in the voice Assistant.
Personally, I find it very effective and
very useful.
Finally, let's hit the Activate button,
here,
I have an opportunity to assign user
profiles to this custom Voice Skill.
And that is how easy it was to build
a custom Voice Skill from scratch.
And with that, we party like it's 1999,
thank you so much.
[APPLAUSE]
Mayukh Bhaowal: And that
is how the admin at Leave a Nest built
their entire business using Einstien.
The used Einstein prediction
builder to answer the question,
what is the likelihood of my
students to apply to the Grand?
Next best actions recommendations
builder to answer the question?
Which trade shows should be
recommended to the students?
And finally, Einstein Voice Skills
to update the application status
right from the fly from the trade show.
And together they're
observing a lift in their key
performance indicator of 200% or 2x.
So you see, you no longer need a village
to build a custom AI solution.
In fact, it turns out that admin at Leave
a Nest is none other, but their CIO and
Einstein champion who solely build this
entire custom solution from scratch.
With that, let's invite the man
of the hour George Yoshida,
the Chief Information Officer
at Leave a Nest.
[APPLAUSE]
[MUSIC]
Mayukh Bhaowal: Welcome, Yoshida-san.
George Yoshida: Thank you, Mike.
Thank you very much,
good morning, Dreamforce.
[APPLAUSE]
George Yoshida: Good morning,
I'm very happy to be here today and
this is my dream stage.
Mayukh Bhaowal: Wow.
George Yoshida: Yeah, [LAUGH] I came from
Japan and this is our traditional-
Mayukh Bhaowal: I love it,
yeah, where can I get one?
George Yoshida: [LAUGH] So
can I speak in Japanese?
Mayukh Bhaowal: Of course, sure.
George Yoshida: Okay, thank you.
[FOREIGN] please, can we start?
Mayukh Bhaowal: We just saw
an incredible demo of your business and
how you're using Einstein to find high
quality applicants to your grand,
can you tell a little bit about yourself,
and the vision of Leave a Nest?
George Yoshida: [FOREIGN]
George's Translator: Yes, Leave a Nest
is a company that is run
by only researchers,
half of us hold PhD's and
the rest are Masters Degrees holders.
George Yoshida: [FOREIGN].
George's Translator: And our company's
vision is advancing science and
technologies for global happiness.
And we are aiming to solve the issues
in this society with the power
of science and technology.
George Yoshida: [FOREIGN]
George's Translator: And
from the perspective of the UNSTG's,
we are focusing on education,
as well as employment and growth.
And we've been supporting the future
generations of children and researchers.
George Yoshida: [FOREIGN]
George's Translator: And
I joined Leave a Nest as a founding
member back in 2002, and
then I was just an undergraduate student.
George Yoshida: [FOREIGN]
George's Translator: And
since my major was engineering,
from the inception of our company,
I handled setting up our website and
also managed our server.
And then I became responsible for
the entire IT tools implementation.
George Yoshida: [FOREIGN]
George's Translator: And
in 2014, I took a position of CIO and
that was triggered with
my decision of introducing
Salesforce into our environment.
Mayukh Bhaowal: I love that vision of
advancing science and technology for
global happiness.
On a personal level, you started as
a student, became the IT guy and
now, the CIO.
Truly inspirational trailblazer,
yes, yes, it's okay to clap.
[APPLAUSE]
Mayukh Bhaowal: So I'm very curious,
why is artificial
intelligence important for
you and your business?
George Yoshida: [FOREIGN]
George's Translator: Well, small and
midsize companies like us,
we are always facing serious challenges
with lack of human resources.
George Yoshida: [FOREIGN]
George's Translator: And
however, the information we are
accumulating keeps increasing day by day,
and the business is not going to wait for
us.
George Yoshida: [FOREIGN]
George's Translator: And let me share with
you one example for us with our
growing network of researchers.
It has become difficult to determine
who we should be targeting and
for which fundings.
George Yoshida: [FOREIGN]
George's Translator: And
I thought Einstein can
improve our situation.
George Yoshida: [FOREIGN]
George's Translator: And by leveraging
Eintein, we can gain hidden insights
that we didn't even notice and
it allows us to provide more
appropriate services to everyone.
George Yoshida: [FOREIGN]
George's Translator: And
I'm going to give you an example.
I created a list of 400
researchers using Einstein.
And then I sent an email
to them from pottered
regarding the living research funding.
George Yoshida: [FOREIGN]
George's Translator: Then,
well surprisingly the open rate
of this email exceeded over 100%.
George Yoshida: [FOREIGN]
George's Translator: And so
this is a phenomenal result
that Einstein provided to us.
George Yoshida: [FOREIGN]
George's Translator: And with Einstein,
I'm hoping that we can deliver our
excellent services to more people.
Mayukh Bhaowal: Small and medium sized
enterprises might not be resource rich but
they have a lot of data.
I think you hit the nail
on the head there.
Thank you so much for being here and
sharing your incredible story.
Finally, do you have any guidance for
our audience who are getting
started on their AI journey?
George Yoshida: Okay.
[FOREIGN] Can I speak in English for now?
Mayukh Bhaowal: Yes.
George Yoshida: [LAUGH] Okay,
if you use any AI in your business,
you will encounter many difficulties.
For me, I didn't know what to do when I
couldn't build a good prediction model.
But eventually we found success by really
understanding the question we want
to answer, and getting hands-on
support from Salesforce and Trailhead.
Many people helped me and I thought these
results should be shared with everyone.
So I decided to share my
learning process to the public
because I know many people have
the same programs as I did.
Einstein is a new technology.
So if you have any new knowledge about it.
I would like you to share it actively.
Mayukh Bhaowal: Start by asking the right
question of course use Einstein.
Thank you, [FOREIGN]
George Yoshida: Thank you, [FOREIGN]
[APPLAUSE]
Mayukh Bhaowal: I also want to thank.
[APPLAUSE]
Mayukh Bhaowal: I also wanted to thank
the entire Japanese Salesforce folks
who are all here, thank you so much.
[APPLAUSE]
Mayukh Bhaowal: And
with that, my time sadly is up.
You all have been an amazing crowd.
Now back to the handsome guy.
Marco Casalaina: [LAUGH] All right,
thank you Mayu, thank you George.
So you have seen every facet of Einstein.
From voice to the out
of the box applications
to the customizable applications.
And thank you also to the folks in
the demo booth running the zeros and
ones, to George and to Jess.
So you can learn to formulate
your question as well.
What are you going to have answered
by artificial intelligence?
Come visit us on the third floor
of Moscone West where we have
the Einstein Summit.
We also have it in the Trailhead zone.
And there are sessions with our
Einstein Champions, all over Dreamforce.
After Dreamforce was over,
Trailhead.Einstein.com is the only
trail mix with its own domain name where
you can get hands on with Einstein.
Thank you and have a wonderful Dreamforce.
