Salesforce CEO Marc Benioff announced that the cloud-based software giant is saving approximately $100 million annually by implementing artificial intelligence for customer service operations, marking a significant shift in how major tech companies are leveraging AI to reduce costs.
Speaking at Salesforce’s annual Dreamforce conference on Tuesday, Benioff attributed the substantial savings to the company’s Agentforce platform, an AI-powered system that automates routine customer service tasks. The platform handles customer inquiries, generates case summaries, and provides automated responses, significantly reducing the need for human support staff.
Agentforce: From Product to In-House Solution
While Salesforce markets Agentforce to external clients as a commercial product, the company has also deployed it internally to transform its own customer service operations. This dual approach allows Salesforce to demonstrate the platform’s effectiveness while reaping the financial benefits of automation.
The cost savings come following Salesforce’s decision to cut 4,000 customer support staff roles earlier this year, a move that underscores the company’s commitment to AI-driven efficiency. Benioff emphasized that artificial intelligence has fundamentally reduced the company’s dependence on traditional human support teams.
Strong Financial Performance Amid AI Transformation
Despite the workforce reduction, Salesforce reported exceeding revenue expectations in its second quarter, posting $10.24 billion—a 10% year-over-year increase. The strong financial performance suggests that the AI implementation hasn’t negatively impacted customer satisfaction or service quality.
The announcement positions Salesforce as a leading example of how major technology companies are using AI not just as a product offering, but as a tool for internal operational transformation and cost management in an increasingly competitive market.