Why AI agents are the future of work, with Marc Benioff

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0:50I just wrote our new business plan for fiscal year 26, and I do it myself. I've done it for 25 years. I love doing it. And I answer these questions. What do I want? What is important to me? My methods. What is preventing me from having it? My obstacles, my measurements, my KPIs. And as I'm writing the business plan for the year, you know, sometimes I'm working with a colleague as well, and we're doing it in partnership. Well, for the last three years, I'm also working with an AI.

1:24Mark Benioff is co-founder and CEO of one of the largest software companies in the world, Salesforce. And now they're focused on AI agents that can be deployed in all kinds of workplaces and organizations. These AI agents not only act on our behalf, but also collaborate with us, maybe even help us write our fiscal business plans. And I then will ask the AI, hey, what do you think of my business plan? Is it competitive? How does it compare to what my competitors are doing? What should I be doing differently? What is your suggestion? So across all business function, AI is part of what we are doing to make us more productive, more augmented, and have better customer results and ultimately better KPIs for our business.

2:17On this episode, I'm talking to Mark about Salesforce's new agentic layer called AgentForce, how AI will reshape the future of work and how agentic AI could revolutionize our governments.

2:32I'm Rana El-Khalyubi, and this is Pioneers of AI, a podcast taking you behind the scenes of the AI revolution.

2:49Mark, welcome to Pioneers of AI. Oh, I'm so thrilled to be here with you. Yeah, thank you for joining us. We met a few years ago at Dreamforce, and so it's great to reconnect. Thanks for being here. It's great to be back with you.

3:04Salesforce has been using AI in their work for years. But this past fall, at their annual Dreamforce conference, they launched AgentForce, a suite of autonomous AI agents. Think of them as 24-7 customer service reps that can resolve most issues and know when to bring a human agent into the mix. I wanted to begin my conversation with Mark talking about the scope of AgentForce and what it can actually do. Well, I'll just give you, you know, I'm the CEO of Salesforce. We'll do about$41 billion this year in revenue, and we have about 75 ,000 employees. And, you know, we have about 9 ,000 support agents at Salesforce.

3:44You probably know that. And we also have a site called help.salesforce.com. and in the last 90 days if you went to that site you could work with a agent or you could work with a human it's your choice and our agents completed about 380 ,000 conversations with our customers in the last 90 days they did that in an 84 percent accuracy and resolution rate so there was only a few customers who had a few questions that they had to hit the button and boom they were over with the human. And so that was very exciting. And that's to me what an agent is. It's a way to help a company, you know, become more productive, augment their employees, grow their revenues, using this technology where really it's about humans and AI and agents working together.

4:33So in a double click on this idea of collaboration, my thesis around AI is human-centric AI. So AI should really be about augmenting and amplifying human abilities. And that's how we unlock human potential. How does this vision of agentic AI and agent force specifically fit into this? And in particular, like what's the framework of these AI agents? Are they assistive? Are they autonomous? How do you think about all of that? Well, there's really about three things that are going on here for us. One is, look, we're just a lot more productive and efficient as a company. So while we have 9 ,000 support agents, when we finish this fiscal year, we'll probably have less than that because we need less because our agents are able to do so much more.

5:14So one thing, it's about productivity and efficiency. And then two, those human agents are way more augmented. So when those customers who are kind of hitting the upper bounds of AI have to get pivoted over to a human, our service cloud screen comes up and it's a seamless integration between the two and they can see all of the conversations that you've had. Now, that means that human is a lot more augmented and has more capability and is able to know more about you as a customer. So think about it like this. We have our applications. Those are things like sales, service, field service, marketing, commerce, our platform, Slack, Tableau, all as a common core set of applications, deeply integrated with our data cloud, which is where all the data is for those applications.

6:06And that data cloud is also federated, which means connected to all the other data sources in your company. And then there's an agentic layer on that. And so it's the agents, the data, and the apps together as one deeply integrated platform. And that deeply unified platform, that's one code base. That's one piece of code. And by the way, this wasn't really possible even a year ago. So we launched this product. We announced it in September. We launched it in October. We started using it ourselves in November. Customers like Remarkable and Equinox have already deployed it. And now we've also signed some amazing customer stories who are doing some incredible work.

6:48One of them is Lenar, the nation's largest home builder. And, you know, they are able to service their customers 24-7, sell them new products like mortgages and insurance. They're able to provide all kinds of new functionality to help lower their costs, but increase their revenues. This is really the promise of these AI agents, deeply integrated with the data and apps as well. So there are plenty of other software companies that are releasing or building their own AI agents. It's becoming kind of a pretty crowded space. And you've actually been quite critical about some of them, including Microsoft's CoPilot.

7:27What makes AgentForce different or unique? Well, that it's real. You know, we've heard about Copilot for a few years from Microsoft, but it's really disappointed so many customers. Look, we have to be the best example. We have to be customer zero. That's very important to me as the CEO of Salesforce, that I'm really using our products and that I am created, you know, one of the largest software companies in the world that is based on our technology. That is, we grew our business using our platform, our customer success platform. And that is, I think, a good point of evidence.

8:07AI agents are already changing the way Mark and his team work at Salesforce. But how will agentic AI revolutionize work as a whole? We'll get to that after a short break.

8:21Stay with us.

8:54Transcription by CastingWords video updates in Loom, and now AI agents in Rovo, which connects the dots across your work so nothing gets lost. It's one AI-powered teamwork platform designed for how modern teams actually build. Learn more at atlassian.com slash teamchanger. That's A-T-L-A-S-S-I-A-N dot com slash teamchanger. Let's talk about the implications of agentic AI, specifically on the future of work. And how do you see agentic AI improve work, both from the perspective of an employee or professional like each of us, as well as the employer perspective? Well, we are going to be augmented in incredible new ways.

9:43I mean, one of our products is Tableau is something I use to help manage the company understand what's going on, to really get into the data, to move from data to decisions. And that's a product a lot of us have grown up with, actually. You know, it's a product that's been around for a couple of decades. It's awesome. It does incredible analytics and business intelligence. But we rewrote it. And we rewrote it over the last two years. And we rewrote it so that it was not only a great app for humans, but that it was deeply integrated into our data cloud and, again, deeply integrated in our agentic layer.

10:16That trinity I'm going to keep coming back to because we found that that is the key to making our products so successful in the agentic era. So now we have a new version of Tableau, Tableau Next, this incredible new platform that is built on our data cloud and our agentic layer. This idea that Tableau, a very well-trusted business intelligence brand, now has an augmented agent capability. This is really incredible. And when I'm using it, I'm working with the agent to have a more intelligent capability in running my own business. Yeah. And it probably also lowers the barrier to like as an interface to Tableau and similar tools.

11:00Right. Because I imagine you can can you prompt can you just like have a conversation with Tableau asking it about different data insights and graphs and whatnot? Is that the idea? Yes. You can still have all the power and functionality and capability of Tableau, but you're also then deeply vested into the data cloud. And yes, you have the agentic layer. And that's really important for what we call the data fam. The data fam is the Tableau community that loves Tableau, that's been with it even before we acquired the company. So when we rewrote the product, we knew we had to kind of preserve the kind of incredible, you know, capabilities of Tableau and what people love about it.

11:39But we have to position it correctly for the future as well. And I think we got that one really right. Yeah, it sounds exciting. So I'm seeing a lot of new business models where the company is running less like a SaaS company and more like an AI staffing organization or an AI staffing agency. It's this idea where you can like hire an AI agent to complete or automate a task. That is going to have like major implications on, And again, the future of work, some jobs are just going to become obsolete. And in fact, the World Economic Forum came out with a survey recently that indicates that 41 % of companies worldwide plan to reduce their workforce by 2030 because of AI.

12:19How do you think about and respond to these concerns? Well, I think that we are in a new world. There's no question. Everybody understands what's going on. And I think we look at the World Economic Forum. They just ran their Davos conference in January. And they use Salesforce to manage all their information and keep track of who their attendees are and what the sessions are. But this year, they used AgentForce. And AgentForce was running side by side with the attendees to help them have a better conference experience. That, I thought, was very much representative of what is going to be the future.

12:55Yes, you not only have people around the conference helping you get from point A to point B, asking the information booth, hey, how do I do this? But now you also have an agent to help you get to where you need to get to. But I want to go back to your example with human agents and agent force servicing your customers. You actually said that probably means that you will need a lot less human agents in the future. Right. So what happens to all these people who are no longer needed in these jobs? Like how is Salesforce thinking about this? Well, I can just tell you for my own company, which is I'm hiring still very aggressively right now.

13:36I'm expanding my customer organization by 10 to 20 percent this year, and I'm still focused on growing many functions. But there are some functions that I'm not growing. Like in engineering, I've achieved more productivity, so I'm holding the headcount flat. And in the example of customer support, yes, I'm reducing because I don't need as many customer support agents. So I have the ability to do a lot of different things. I can rebalance. I can shift. I'm trying to achieve what is the most competitive company that I can create. And I'm using technology to do that. So that is very much a tool that I have in my arsenal to be able to make this a success.

14:18And that is the right way to think about it. I can't be thinking about, if I run the business exactly like I did 25 years ago, is that going to make me successful? I certainly don't have the same code. I don't have the same product strategy. I don't have the same business strategy. I'm not in the same geographies even. I've changed all of those things. I have what I call a beginner's mind. I have what the Japanese would say, shoshin, a new approach. In the beginner's mind, I have every possibility. In the expert's mind, I have few possibilities. And by taking that approach, I need to take that approach with my employees as well.

14:53What is the right employee balance? What is the right approach with agents? Where should I be investing in with agents? Where should I be investing in with humans? And how do I get humans and agents to work together? What kind of new jobs do you think AI will create or is creating? My gosh. I mean, you know, I mean, right. Take it from the tippy top. You know, my partner as a CEO is an AI. And then right there for my customer support agents, their partners are AIs as well, agents. And also that data analyst and the person who's doing finance and running finance with Tableau, their job is now highly augmented through AI.

15:33You know, AI is not a world model yet. A world model, even though it's one letter difference between word and world, a world model is more multisensory and is able to see everything going on in the world. Today, the AI is still very much word-based, but that word-based model can do an incredible amount, and I can make my company a lot more productive and successful with it. Do you have kind of this idea of multimodal AI on your roadmap? Do you think about voice agents and, you know, agents that can see and have vision or other perceptual abilities? Yes, that's always been part of our vision of, you know, that our technology tracks very closely with the best AI in the world.

16:17And if you've noticed Salesforce's history with AI, we've been aggressively developing and engineering our own AI solutions for more than a decade with our Einstein platform. Some of the first protein models, which were published in Nature, all came out of Salesforce Research. And a lot of the top, most productive and most accurate models are all coming out of Salesforce Research, like CodeGen and many others. And I think that as we look at into the future, you are going to see more multi-mold or multi-sensory models, and that will come right into the enterprise as well. And we'll be there to help bring those along for our customers as that technology is mature.

16:57But I think one thing that we've also recognized is that, and this is one of the reasons why we have to be customer zero. We have to be the first ones to deploy and then show our customers that this is real and can operate at scale so that companies like Lenar, companies like Singapore Air, Heathrow Airport, or whoever it is going to be, Remarkable, Equinox, all the people who are using Agent Force now, that they can have confidence that this is the right thing and the right capability. Because, look, we've all seen the movies. We know where we're going, Minority Report. You know, we see the vision of what's possible.

17:31But where we are right now is not at that level. So we can do some things, but we cannot do everything. Yeah. So let's switch gears a bit. We're talking about the future of work, and there's a big shift happening at the federal government level, of course, when it comes to work. We're witnessing the efforts of the Department of Government Efficiency, or DOGE, to make the government more efficient. They're reducing spending. And it also has a lot of ripple effects in academia and other institutions. Basically, Elon Musk is taking an approach very similar to what he did when he bought Twitter and how he's thinking about the government.

18:07So I have a two pronged question for you. One is, what is your response to concerns about applying a Silicon Valley-esque business strategy to the U.S. government? And two, AgentForce is about increasing efficiency and cutting costs. So do you see everything that's happening at the government level an opportunity for AgentForce? Do you kind of see an opportunity to bring your AI agents into the government and replace some of these job losses? Well, you're right on so many levels, which is that there's no question that there's going to be an opportunity in every organization, whether it's a business or a government, to bring in agents to augment the workforce.

18:44And it's a digital labor revolution. This is going to move from what traditional enterprise software has been, which is a multi-hundred billion dollar TAM, into something that I've seen the analysts like ARC say between a$3 and a$12 trillion TAM. And that means that agents are going to be part of everything we do, including running our government or running our companies. And you are also right that, yes, Doge is kind of trying to take the traditional Silicon Valley startup playbook and apply it to the government. We'll see how that works out. They're even using Slack, which is a product that we make at Salesforce that's also been augmented with AI.

19:22And we've rebuilt Slack. You probably see that it has AI built into it. It has agents. You can do recap. You can do summarization. And soon, all your agents will be living right inside Slack as well. And you'll be interacting with them in Slack and deploying them and cultivating them. And so Slack is a critical part of the future of work. And so all of these things can make a more productive government and a more successful, more automated government, more efficient government. And we already do that today with a lot of government agencies, including like the Veterans Administration, which provides, you know, support and health care for our veterans on a Salesforce platform.

19:58So there's a lot of capabilities that we can do for the government as well and for governments. What is your advice to young professionals who are having to be kind of concerned about their careers and their jobs? What's your advice for them so that they are successful in this AI-driven world? Well, I think it's that they should go all in. We build a platform called Trailhead. It's available at trailhead.com to help educate and to tune people up for this world, to reskill and to upskill their capabilities. And I think, you know, you've got to really get in and use it. I mentioned that I wrote the new business plan for fiscal year 26 for Salesforce in partnership with an AI and a colleague of mine.

20:44And this year I brought in a colleague that I hadn't worked with before on business plan. And I wanted to show them how to do this. So I think it's very important that people do get educated. They get in it. If you understand it, I think you have some responsibility to mentor and show others. I think that is why Salesforce has to be customer zero on everything that we are doing, whether it's the new version of our service cloud or sales cloud or marketing cloud or Slack, like we've talked about, or any other thing that we're doing so that companies can really see here's a model of how the future works.

21:18Yeah. You know, I'm part of the Young Presidents organization. It's an organization of over 30 ,000 CEOs globally. And we're all grappling with the question of how do we ensure that our organizations are AI-driven and AI-first. And I love what you said, which is basically your role modeling, right? How you want Salesforce to embrace AI by doing it yourself. And I love that. Well, I think it's really important for all those YPO members. They can use Salesforce. YPO, I think, itself runs on Salesforce. And I think that for each and every industry, whether it's financial services or airlines or health care, life sciences, manufacturing across the world, we're going to go through this incredible transformation.

22:03And so the best thing to do is to try it out to see what you can and cannot do. I've said it before on this show, but the best way to get started with AI is by testing it out. especially in a work setting. The potential for agentic AI is astronomical. We'll get to more of that after a break.

22:31Meet Nicole Nicholas, Capital One business customer and co-owner of Ansett Uncles, a plant-based restaurant and community space in Brooklyn, New York, that got its start from a need for unity. The inspiration, it was born from the desire to create a space that felt like home. where we can connect community culture, good food, and come together with family and friends. That's how we birthed aunts and uncles. Nicole and her husband, Mike, were fulfilling their dream of bringing people together out of their home kitchen. But they soon learned that the demand for community was greater than they knew.

23:03It became overwhelming and we were like, we need home, but not in our actual home. We realized that there was also a need in our community for something bigger in our neighborhood. So we had to find a place. Moving from a home operation into a storefront was a huge next step, but Nicole and Mike were able to take it on with the help of Capital One Business. It's not for the weak as a small business. Finding resources is super important because that's the way you'll be able to manage and scale. We would have never done that without having Capital One to be able to help us along the way. The cashback rewards are very helpful.

23:38You know, it just gave us that runway to be able to breathe a little bit. Then you get to focus on the cooking of the food and making the experience great. To learn more, go to CapitalOne.com slash business cards. So I'm a techno optimist, and I truly believe AI can help us solve some of humanity's and the world's biggest challenges. What are you most excited about for AI and specifically agentic AI? Maybe outside of Salesforce. Well, I'm excited to pursue innovation. Like I've been writing software since I was 15 years old and I just love software. And I just think it's amazing how far software has come over the last 45 years that I've been hanging out with software and working with software and shaping it and marching it forward.