How Salesforce is streamlining Army operations with AI agents

If Salesforce can be a major part of that solution and really give back to the U.S. Army in that way, that would hit so many of our company goals

It is unbelievable. Yeah, so what's new with Salesforce is that we have come out with something called Agent Force and the Agentic Enterprise

And so long story short, what we're doing is that we are coming to the U.S. Army and we're saying, hey, for all 9.2 million veterans, active reserve, National Guard soldiers, right, your families, everyone like that, start to have an agentic experience with the U.S. Army that is, you know, here in 2025

So what does that mean? So we have customers like the Human Resource Command and their initiative called the Digital Front Door, where they will have all of these veterans be able to come and ask questions

But since it's an agentic experience, they're able to interact with an agent that can actually action things

So, for example, if a veteran has an issue with their DD-214, Asian Force can go and action that for that veteran

And then on the flip side of that coin for the U.S. Army internally, they are creating what's called a digital labor workforce

And that in itself will augment soldiers to be able to handle cases faster, get more information out and overall make a better experience for all of those that are inquiring what they need from the U.S. Army

Yeah. So over this six to 12 months, it's all about speed. And here at Salesforce is that we leverage everything out of the box

So we have something called Public Sector Solutions that incorporates our CRM. We have other products like Slack, which just became impact level four and compliant for the Department of War. Right. We have MuleSoft for integrations, Tableau for ytics. And then I've already talked about Agent Force, which is our latest and greatest agentic AI. Right

But leveraging those items all out of the box makes the U.S. Army go faster

We're able to get technology into the hands of soldiers faster. The other unique thing you see over the next 6 to 12 months is that with all of our products with everything that we do all of our acquisitions it is all about our customer customer And that the soldier for the U Army And how do we engage with that soldier

What's that experience like? How are they communicating? How are they collaborating

And all of our products do that into what we call Customer 360

I would say one of the biggest highlights that's happened is we have launched what's called Mission Force

Our CEO, Mark Benioff, decided to stand up a business unit called Mission Force

It is led by our CEO, Kendall Collins. And ultimately, what Mission Force is doing is that we are focusing on all of our customers and soon-to-be customers that have a mission ahead of them

And so what we're doing is we're saying, hey, let's go as commercial as possible, but bring it to as military when necessary

So what I mean by that is that let's take all of our commercial products that our 200,000 commercial customers use and bring it into the Department of War world or into the U.S. Army in this case, right, with being able to say, hey, there's no more product parity, right

We are going and we are saying that our commercial products the U.S. Army can use immediately, right

And so we're closing that gap. So again, we can start to say, hey, here's this technology, get it to your soldiers as soon as possible. So Mission Force is a major component of Salesforce now that was just stood up a few months ago

The second item that I also want to bring up here is the fact that we have agent force, right? And I've talked about that already. But agent force and that capability right now is something that the commercial world has implemented and they are seeing the results of and the benefits of, right

Now it's time for the U.S. Army to be able to start seeing that too and recognizing that

On the commercial side, we have certain customers. For example, one of them is one of the largest recruiting commercial customers that's in the world today

They're a global company. They are using AgentForce and DataCloud right now to make sure that they're following up on every correspondent

And notice I didn't just say call. right So they using AgentForce to make sure that they connecting to people on social platforms on calls emails web forms you know that whole omni experience right So being able to do that they are seeing their

lead to opportunity conversion rate go through the roof, right? And so here for the U.S. Army

with that same model, right, we have U.S. Army Recruiting Command and the project

the accessions information environment. Salesforce is the vendor of choice and is live with

the U.S. Army Recruiting Command in modernizing their recruiting from beginning to end, right

So what we're looking for then is that U.S. Army Recruiting Command will be able to start using

agent force in the near future to be able to do the same thing. How can we reach more civilians

right, that are interested? How can we make the experience unique and personal because we now have

AI helping to give insights to these recruiters, right? How do we automate the process through

agent force and create that digital workforce that is going to say, hey, recruiter, you have

so much on your plate, you're doing so much already, let this agentic autonomous bot help you

be able to get that civilian signed up for the army off the boot camp faster. So that's kind of

the direction that we're going. Again, another example where we're taking commercial success

and trying to apply it here with the U.S. Army. So in recent news, one of the biggest things here at Salesforce

is that we have just solidified our Salesforce Enterprise License Agreement. So we have an ELA now with the Army

the first time ever for Salesforce and the U.S. Army to have an agreement like this

It's also direct, which is truly remarkable. So there's no resellers between us, distributors, anything like that

It's a direct enterprise license agreement with the U.S. Army. And so what we're doing here is that we're trying to make it predictable for the U.S. Army saying, hey, I need to modernize

I need to do this. Right. How do I budget for it? OK, great. I now know what that costs. The other big thing here is that acquisition is now streamlined

So there is no more waiting six, nine, 12 months to be able to get your hands on software

Right. We're now talking days that we can get through an acquisition process

So the Enterprise License Agreement really folds in nicely with this whole theme with U Army of moving faster modernizing faster getting technology into the hands of soldiers Yeah So something that we are rolling out here at AUSA is it

really more about educating the U.S. Army on what an agentic enterprise really is, right? And

understanding that an agentic enterprise is not so much just a front end, right, where I'm hitting

a website or something like that and having a user have a great experience on that side

It's also the flip side of that coin of that digital labor workforce that we're creating

right? Our AI is not meant to replace humans or soldiers or anyone like that

It's to augment them. And so what does that mean? What processes within the Army are holding you up that we can help with

We've talked to certain commands here that have backlogs of cases and tickets that are

anywhere between six to 18 months of issues that soldiers have had. We can help unlock that

right? Unstick that, get that accelerated, get that closed out. So again, it's all about the

soldier, right? Getting them all squared away with all of the business administrative stuff

all of the paperwork, all those things, so they can focus on their mission and what their

commanders need them to do day in and day out as a U.S. Army soldier. So the last thing I want to

mention is that Salesforce does have something called Salesforce military. And so this has been

a program that has been around for goodness, over 10 years now. And so Salesforce military, what

we're doing is that we will take all of our certifications, all of our, what we call trailhead

which is all of our training. It is free, not only for all of our customers, but for all veterans

active duty, reserve, national guard, including their spouses. These individuals can go get

certified on the Salesforce products and the Salesforce platform, and then be able to enter

into a marketplace for jobs and actually learn a skill set as they're transitioning out of the army

or if they're looking to change career fields or what have you. So all of those that are within

US Army here, right, your spouses, they can take advantage of this benefit from Salesforce military