AI agents are making a major breach in the number of Salesforce heads.
In an episode of “The Logan Bartlett Show” published on Friday, the CEO of Salesforce, Marc Benioff, said that AI agents in the customer support division replaced humans, helping the business work on more prospects.
“It’s been the most exciting months of my career,” said Benioff.
“I was able to rebalance my head that counts on my support,” he said. “I reduced it by 9,000 heads to around 5,000 because I need fewer heads.”
The company employed 76,453 employees through divisions in January.
AI agents or assistants decompose a task into several smaller steps, each attacking a specific task to achieve a wider goal. These AI agents have stimulated business productivity, said Benioff.
“There were more than 100 million tracks that we have not recalled at Salesforce in the past 26 years because we have not had enough people,” he said. “But we now have agenic sales that recall each person who contacts us.”
Benioff, who co -founded Salesforce in 1999, said that a “omnichannel supervisor” helps human agents and AI to collaborate with customers.
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He said 50% of the conversations were made by AI and 50% by humans, which was not the case last year. Benioff said that working together is important because AI agents can realize that they cannot manage a task and need human support.
“It’s no different from what you are in your Tesla and all of a sudden, it’s autonomous and goes:” Oh, I don’t really know what’s going on, you take over “, and it is somehow the same thing,” said Benioff.
The agentic AI has become a key word in the roadmaps for technological leaders for the future of the workforce.
The CEO of Nvidia, Jensen Huang, is among the greatest enthusiasts of AI agents and said they would increase, not the number of heads.
On a podcast last year, Huang said he was interacting with AI agents and that Nvidia used cybersecurity agents, flea design and software engineering.
“When companies become more productive using artificial intelligence, it is likely that it manifests in better winnings, or better growthOr both, ” Huang said. “When this happens, the next e-mail of the CEO is probably not a layoff.”
On a podcast published last week, the lead of the AI platform product of Microsoft, Asha Sharma, said that the Assembly of AI agents could remove management layers and change the way companies are managed.
