PDT10:00 AM – 10:20 AM
Rob Power
Senior Principal, Technical Architect
Pearson
Phani Kolanuvada
Senior Director, Product Forward Deployed Engineering
Salesforce
Pearson shifted from scripted IVR to Agentforce Voice, bringing routing, FAQs, order lookups, and invoice copy requestes into a self-service experience.
Outcomes
Goal A
Learn how Pearson replaced legacy IVR systems with Agentforce Voice for automated routing and authentication.
Goal B
Apply Pearson’s frameworks to evaluate AI agent success, reducing handle times and transfer rates.
Goal C
Discover practical lessons learned from Pearson's enterprise rollout, to avoid implementation pitfalls.
0 Margin for Error: 10 Data Quality Requirements for AI
Theater • Intermediate
Wednesday • 9:00 AM – 9:20 AM
10 Agent Architecture Patterns from Salesforce Headless 360
Breakout • Intermediate
Wednesday • 1:30 PM – 2:10 PM
10 Hours to 30 Minutes: Closing the Execution Gap
Breakout • Intermediate
Thursday • 9:30 AM – 10:10 AM
2026 State of Email: Best Practices in the Agentic Era
Workshop • Beginner
Wednesday • 4:00 PM – 5:00 PM