Communications Unlock e昀케ciencies with AI. The Communications Cloud Keynote showcased how Data Cloud for communications can streamline data integration from backend systems, while Agentforce aims to empower agents through automation of interactions and transactions. Demonstrations included generative AI's role in quote creation, which can notably reduce manual processes, and the introduction of new personas such as billing agents and service technicians to create a more integrated customer support ecosystem. Furthermore, the session highlighted the importance of adopting industry standards and leveraging core Salesforce capabilities to improve performance and scalability, including the use of APIs for sub second response times in product con昀椀guration and order creation. Keynote Announcements 1 Quick Quoting | GA Oct '24 3 Dispute Management | GA Oct '24 • Helps sellers create complex business • Helps solve business disputes faster quotes faster 2 Personalized Upselling | GA Oct '24 4 O昀昀er Matching | GA Feb '25 • Sends proactive alerts to customers • Enables reps to analyze market and before they experience any business is- compare competitors product pricing to sue, and can provide upgrade options their own Other Highlights from Communications Sessions: • New digital experiences are being developed for various personas within Communications Cloud, including billing agents and service technicians, to improve the customer support process. (1) • Looking ahead, the telco aims to integrate Salesforce's CPQ engine with Experience Cloud and ex- plore possibilities with Agentforce to further enhance customer self-service and sales e昀케ciency. (2) Resources: • Communications Keynote • Salesforce+ Communications, Media & Technology Collection • Trends in the Communications Industry • Website: Communications Cloud Source 1: The Future of Telecom: Communications Cloud Roadmap Source 2: Accelerate Telecommunications Sales with Data and AI 43