Salesforce AI is handling customer inquiries with 93% accuracy, Marc Benioff says
Marc Benioff has AI handling many tasks at Salesforce.Anadolu/Anadolu via Getty Images -
Marc Benioff said AI at Salesforce achieves 93% accuracy in customer interactions.
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We're in the midst of a "digital labor revolution," potentially worth trillions, Benioff says.
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"AI is doing 30 to 50% of the work at Salesforce now," he said.
Marc Benioff is all in on AI at Salesforce, and he said it's working with grade-A accuracy.
The 60-year-old Salesforce founder and CEO told Bloomberg's Emily Chang that the company is having "hundreds of thousands" of AI conversations with customers, and they are 93% accurate.
"Even for a large brand or a large company that we work with, like Disney, it's about 93%," Benioff said in the interview published Thursday.
In February, Benioff told investors that Agentforce, Salesforce's platform for building AI agents, was seeing "amazing results" in resolving tens of thousands of customer service queries. It allows "human employees to focus on the most nuanced issues and customer relationships," he said.
When it comes to the ethics of AI potentially replacing human roles, Benioff said it's a "digital labor revolution" — and it could pay off in the trillions. However, it's on CEOs to make sure their "values are in the right place."
Benioff told Chang that we're looking at the deployment of an estimated $3 trillion to $12 trillion of digital labor. That labor could look like AI agents or robots.
"AI is doing 30 to 50% of the work at Salesforce now," he said, adding that the technology is supporting "key functions like engineering, coding, support."
Salesforce, meanwhile, is cutting more than 1,000 jobs in 2025, as Bloomberg earlier reported. The company had about 76,500 employees as of January, according to its most recent annual report.
Still, Salesforce is hiring. On Thursday afternoon, its careers page listed 359 open roles in the US. Last year, Salesforce launched Career Connect, an AI tool built to help employees find internal jobs they'd be a good fit for based on skills and job history.
Benioff is also using AI in his own work, including to work on his annual business plan. It's less lonely at the top with an AI helper, he said.
Salesforce declined to comment on Benioff's statements.
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