key takeaways
- Marc Benioff is the CEO of Salesforce, a cloud-based software company.
- At Salesforce’s annual Dreamforce conference on Tuesday, Benioff said the company is saving $100 million a year by using AI for customer service inquiries.
- Salesforce reported that it surpassed revenue expectations in its second quarter with $10.24 billion, an increase of 10% year-over-year.
Salesforce CEO Marc Benioff says the cloud-based software company is saving approximately 100 million dollars every year by using AI to enhance their customer service operations.
At Salesforce’s annual Dreamforce conference on Tuesday, Benioff said the cost savings were due to the company’s use of agentforce Platform, an AI-powered system designed to automate and enhance customer service.
While Salesforce sells AgentForce to customers, it also uses it in-house to handle customer service inquiries, including automating routine questions, generating case summaries, and providing responses. Benioff said artificial intelligence has significantly reduced Salesforce’s need for human support staff.
Connected: Salesforce is reducing office work, requiring some employees to be in the office 5 days a week
In an August episode oflogan bartlett showPodcast, Benioff said he was able to “rebalance headcount” on his human support team within the past year, cutting the number of human employees by approximately 9,000 to 5,000 As AI systems took on more responsibilities. During the same period, Agentforce AI agents managed approximately 1.5 million customer interactions.
Meanwhile, Benioff said Tuesday that even more 12,000 customers Using AgentForce. The company launched this technology about a year ago.
“It’s the fastest-growing product in our history,” Benioff Said On Dreamforce.
AgentForce deploys autonomous AI agents that communicate with customers via chat, email, etc. soundThese AI agents interact with customers, address routine inquiries, and escalate complex cases to human agents as needed.
according to sales forceOne customer, Reddit, reduced customer support resolution time by 84% after using AgentForce and average response time from 8.9 minutes to 1.4 minutes. travel platform engine The total time spent on customer contact was reduced by 15% with the program, saving over $2 million annually.
Connected: Here’s how much a typical Salesforce employee makes in a year
Salesforce continues to beat revenue expectations, reporting Last month it hit $10.24 billion in its second quarter, a 10% increase year-over-year, beating analyst estimates of $10.1 billion. bloomberg,
Still, Wall Street is worried that AI is going to take over much of the software-as-a-service sector cnbcsales force shares were down more than 27% year-to-date.
key takeaways
- Marc Benioff is the CEO of Salesforce, a cloud-based software company.
- At Salesforce’s annual Dreamforce conference on Tuesday, Benioff said the company is saving $100 million a year by using AI for customer service inquiries.
- Salesforce reported that it surpassed revenue expectations in its second quarter with $10.24 billion, an increase of 10% year-over-year.
Salesforce CEO Marc Benioff says the cloud-based software company is saving approximately 100 million dollars every year by using AI to enhance their customer service operations.
At Salesforce’s annual Dreamforce conference on Tuesday, Benioff said the cost savings were due to the company’s use of agentforce Platform, an AI-powered system designed to automate and enhance customer service.
While Salesforce sells AgentForce to customers, it also uses it in-house to handle customer service inquiries, including automating routine questions, generating case summaries, and providing responses. Benioff said artificial intelligence has significantly reduced Salesforce’s need for human support staff.
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