Salesforce, a well-known customer relationship management (CRM) platform, recently announced that its customer support team has been reduced from 9,000 to approximately 5,000 people. This change is due to the company's launch of new agent services and support products.
Image source note: The image is generated by AI, and the image licensing service provider is Midjourney
Salesforce's CEO, Marc Benioff, revealed in a recent podcast that the company refers to itself as "customer zero" for the tool and stated that this system has successfully handled about 1.5 million customer conversations, with a similar number of conversations handled by human support agents during the same period.
Benioff emphasized that the introduction of artificial intelligence is not only to reduce costs but also to increase the company's revenue. He pointed out that over the past 26 years, Salesforce has accumulated more than 10 million unprocessed potential customers mainly due to insufficient staff. Now, with the new agent sales system, Salesforce is able to contact every potential customer, conducting more than 10,000 conversations per week. This measure has significantly improved Salesforce's market response capability and created new business opportunities for the company.
With the development of artificial intelligence technology, more and more companies are beginning to pay attention to automated support and sales systems. Benioff's decision not only reflects Salesforce's forward-thinking mindset in the industry but also demonstrates how to use advanced technology to enhance customer experience and business efficiency. In the future, Salesforce hopes to further enhance its competitiveness and achieve greater business success by continuously optimizing and improving its AI system.
Key points:
🌟 Salesforce cut 4,000 support employees to improve efficiency.
🤖 The newly launched AI agent system has handled over 1.5 million customer conversations.
📈 Contacting more than 10,000 potential customers per week, which improves market response capability.
