Marc Benioff offered an insightful take on the impact of AI agents during his TECHtalk interview, spotlighting how Salesforce is using them to transform customer support.
On the Q4 2025 earnings call (May 2025), Chief Financial and Operations Officer Robin Washington offered a progress update.
AgentForce handled 750,000 cases last quarter and is on track to surpass 1 million this quarter, driving a 7% year-over-year drop in support volume.
She added that 500 customer service employees are being reassigned to data and AI-related roles, a shift expected to save $50 million.
It’s a striking—and frankly unsettling—example of just how fast AI is reshaping customer support.
On the Q4 2025 earnings call (May 2025), Chief Financial and Operations Officer Robin Washington offered a progress update.
AgentForce handled 750,000 cases last quarter and is on track to surpass 1 million this quarter, driving a 7% year-over-year drop in support volume.
She added that 500 customer service employees are being reassigned to data and AI-related roles, a shift expected to save $50 million.
It’s a striking—and frankly unsettling—example of just how fast AI is reshaping customer support.