Salesforce CEO: AI Handles 30-50% of Coding and Customer Service

Artificial intelligence (AI) is playing an increasingly significant role at Salesforce, handling 30% to 50% of the company’s engineering, coding, support, and service tasks, according to CEO Marc Benioff. This trend is expected to continue, with AI’s share of the workload growing steadily.

Benioff discussed the impact of AI on the company during an episode of Bloomberg’s “The Circuit with Emily Chang.” He emphasized that AI enables employees to focus on higher-value work, a shift that is part of a broader digital labor revolution. This revolution, driven by AI tools, is projected to add up to $3 trillion to $12 trillion in digital labor across various industries, including AI agents and robots.

“AI can do things that we were doing before, and we can move on to do higher-value work,” Benioff said. He highlighted the increasing automation within the company, noting that security remains a challenge, but hallucinations are being reduced as Salesforce adds more information to improve AI accuracy.

The company’s AI agents are already making a significant impact. Benioff reported that Salesforce’s internal AI conversations have an accuracy rate of about 93%. For large brands like Disney, the accuracy rate is similarly high. “These agents are making you more productive or reducing your cost, making things easier,” he explained.

Salesforce is on track to achieve its ambitious goal of deploying 1 billion AI agents on its platform by the end of the year. The company currently has about 5,000 customers deploying these agents, and the growth is described as the fastest and most exciting development in the company’s history.

To further enhance its AI capabilities, Salesforce announced plans to acquire Informatica in an $8 billion deal. This acquisition will add cloud data management capabilities to Salesforce’s customer relationship management platform, enhancing the agentic AI features. Additionally, Salesforce plans to acquire Convergence.ai to accelerate the development of its next-generation AI agents.

Gabrielle Tao, senior vice president of product management at Salesforce, emphasized the importance of organizing data to fully leverage AI’s potential. “We make enterprise data ready for the agentic era,” she said, noting the strong growth of the platform in recent years. The company is committed to making agentic experiences world-class.

As enterprises realize the need to better organize their data to tap into the power of AI, Salesforce’s data cloud services are seeing increasing demand. The company is well-positioned to continue leading the way in this transformative era of AI integration.