Salesforce AI Performs Up to Half Work While Expanding Human Roles

Salesforce CEO Marc Benioff has revealed that AI agents now perform between 30% and 50% of the company's internal work, significantly enhancing productivity without replacing employees. AI handles 85% of customer service inquiries and accelerates sales lead qualification by 40%, yet Benioff stresses the importance of human oversight due to AI's imperfect accuracy, which reaches about 90% when combined with Salesforce's proprietary data. Rather than layoffs, Salesforce is redeploying employees into AI-focused roles and reskilling them through platforms like Trailhead, emphasizing a human-in-the-loop approach. Benioff refutes predictions of massive AI-driven job displacement, highlighting that AI augments human capabilities and creates new opportunities, especially in mid-market sectors. He also cautions companies against isolated “AI budgets,” advocating for AI integration into core business processes to achieve measurable impact, as exemplified by Salesforce’s AgentForce initiative. Overall, Benioff envisions AI as a collaborative tool that drives efficiency and innovation while reshaping job roles rather than eliminating them.