AI Roundtable www.brightgen.com Part of Credera and the Omnicom Group of companies 24th January 2024 

Roundtable group discussions ( Volunteers wanted!) 04 Groups rejoin, Q&A & close Introductions 01 02 03 Welcome talk & demo Agenda 

Jim Llewellyn Head of Business Success Paul Hardy Principal Solution Architect, Client Services Nessa Marriott SVP Retail, Media & TTH Keir Bowden CTO and AI Lead Paul Callaghan Sales Vice President Your hosts for today Tye Barnes Service & Field Practice Lead 

The power of AI 

AI is not new • Bots • Case Classification • Case Routing • Article Recommendations • Reply Recommendations Service • Lead Scoring • Deal Insights • Pipeline Inspection • Forecasting • Opportunity Scoring • Opportunity Insights • Activity Capture Sales • Engagement Scoring • Journey Path Optimizer • Messaging Insights • Email Recommendations Marketing • Einstein Search • Prediction Builder • Einstein Search for Knowledge Other AI PREDICTING SCORING CLASSIFYING RECOMMENDING 

Generative AI is new G P T enerative re-trained ransformer Predicts the next word Until a stopping condition 

Augmenting humans Enhanced creativity Data analysis Improved communication Simulated environments 

Pace of change 1277 730 300 150 75 5 0 200 400 600 800 1000 1200 1400 Netflix Twitter Facebook Spotify Instagram ChatGPT Days to 1 Million Users Days 

Investment • Grounded Service Replies [GA] • Work Summaries (LiveAgent) [GA] • Conversation Catchup [GA] • Knowledge Grounded Email Replies [GA] • Global Search Answers [Pilot] • Knowledge Gen (LiveAgent) [Pilot] • Gen Search Answers (LWR/Aura) [Pilot] • Work Summaries (Email) [Pilot] • Knowledge Article Creation (LiveAgent) [Pilot] • Knowledge Gen (Duplicates) [Pilot] • Service Replies (Multi-language) [Pilot] • Work Summaries (Multi-language) [Pilot] • Email Conversation Auto Response [Feb Pilot] • Unified Knowledge Search [Feb Beta] • Gen AI for Service Intelligence [June Pilot] Service • Sales Email [GA] • Call Summaries [GA] • Sales Summaries [Beta] • Call Explorer [Pilot] Sales • Subject Line Generator [GA] • Engagement Content Generator [GA] Marketing • Einstein for Developers [Beta] • Prompt Builder [Pilot] • Einstein Copilot [Pilot] • Einstein for Flow [Pilot] • Generative Flows [Pilot] Other $10.3 billion $6 billion $1.3 billion 

Real World 

13 Industry solutions 

Common challenges & roadblocks 

Trust Copyright & ownership Hallucinations Toxicity Quality of data Lack of control Bias in data Skills gap Lack of transparency 

Einstein Trust Layer 

Choosing a pilot 

Pilot attributes Feasible Relevant Visible Measurable Quality data Clear objectives Ethical Impactful 

Query handling Content summarisation Scenario simulation Content creation Personalised interactions Data generation Pilot candidates 

Thank You!