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Yahoo
26-06-2025
- Business
- Yahoo
Salesforce AI is handling customer inquiries with 93% accuracy, Marc Benioff says
Marc Benioff said AI at Salesforce achieves 93% accuracy in customer interactions. We're in the midst of a "digital labor revolution," potentially worth trillions, Benioff says. "AI is doing 30 to 50% of the work at Salesforce now," he said. Marc Benioff is all in on AI at Salesforce, and he said it's working with grade-A accuracy. The 60-year-old Salesforce founder and CEO told Bloomberg's Emily Chang that the company is having "hundreds of thousands" of AI conversations with customers, and they are 93% accurate. "Even for a large brand or a large company that we work with, like Disney, it's about 93%," Benioff said in the interview published Thursday. In February, Benioff told investors that Agentforce, Salesforce's platform for building AI agents, was seeing "amazing results" in resolving tens of thousands of customer service queries. It allows "human employees to focus on the most nuanced issues and customer relationships," he said. When it comes to the ethics of AI potentially replacing human roles, Benioff said it's a "digital labor revolution" — and it could pay off in the trillions. However, it's on CEOs to make sure their "values are in the right place." Benioff told Chang that we're looking at the deployment of an estimated $3 trillion to $12 trillion of digital labor. That labor could look like AI agents or robots. "AI is doing 30 to 50% of the work at Salesforce now," he said, adding that the technology is supporting "key functions like engineering, coding, support." Salesforce, meanwhile, is cutting more than 1,000 jobs in 2025, as Bloomberg earlier reported. The company had about 76,500 employees as of January, according to its most recent annual report. Still, Salesforce is hiring. On Thursday afternoon, its careers page listed 359 open roles in the US. Last year, Salesforce launched Career Connect, an AI tool built to help employees find internal jobs they'd be a good fit for based on skills and job history. Benioff is also using AI in his own work, including to work on his annual business plan. It's less lonely at the top with an AI helper, he said. Salesforce declined to comment on Benioff's statements. Read the original article on Business Insider Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Insider
26-06-2025
- Business
- Business Insider
Salesforce AI is handling customer inquiries with 93% accuracy, Marc Benioff says
Marc Benioff is all in on AI at Salesforce, and he said it's working with grade-A accuracy. The 60-year-old Salesforce founder and CEO told Bloomberg's Emily Chang that the company is having "hundreds of thousands" of AI conversations with customers, and they are 93% accurate. "Even for a large brand or a large company that we work with, like Disney, it's about 93%," Benioff said in the interview published Thursday. In February, Benioff told investors that Agentforce, Salesforce's platform for building AI agents, was seeing "amazing results" in resolving tens of thousands of customer service queries. It allows "human employees to focus on the most nuanced issues and customer relationships," he said. When it comes to the ethics of AI potentially replacing human roles, Benioff said it's a "digital labor revolution" — and it could pay off in the trillions. However, it's on CEOs to make sure their "values are in the right place." Benioff told Chang that we're looking at the deployment of an estimated $3 trillion to $12 trillion of digital labor. That labor could look like AI agents or robots. "AI is doing 30 to 50% of the work at Salesforce now," he said, adding that the technology is supporting "key functions like engineering, coding, support." Salesforce, meanwhile, is cutting more than 1,000 jobs in 2025, as Bloomberg earlier reported. The company had about 76,500 employees as of January, according to its most recent annual report. Still, Salesforce is hiring. On Thursday afternoon, its careers page listed 359 open roles in the US. Last year, Salesforce launched Career Connect, an AI tool built to help employees find internal jobs they'd be a good fit for based on skills and job history. Benioff is also using AI in his own work, including to work on his annual business plan. It's less lonely at the top with an AI helper, he said.
Yahoo
05-05-2025
- Business
- Yahoo
AI tools from Google, LinkedIn, and Salesforce could help you find your next job
Sometimes, you need to shake things up in your career. Maybe the job isn't as fulfilling anymore. Maybe changing circumstances are pushing you toward a new path. Either way, figuring out what to do next can be a challenge. Housing market shift: 9 states where buyers are quickly gaining power Skype is shutting down. If you still use it, like I do, here are some alternatives The kerning on the pope's tomb is a travesty Increasingly, artificial intelligence is helping people explore their next steps—even when they're unsure themselves. Chatbots like ChatGPT can offer some guidance, provided you know how to phrase your questions. But several companies have developed specialized tools that focus specifically on this issue. Google is leading the pack with its Career Dreamer. Described as 'a playful way to explore career possibilities with AI,' it's a tool that anyone can use. To get started with Career Dreamer, you'll develop a 'career identity statement,' which outlines your skills and experiences. After sharing your current job, the AI will ask follow-up questions about what that role involved. You can also add details about your educational background and any careers, industries, or fields that interest you. Career Dreamer then suggests potential career paths based on your input. (For example, among its alternate career suggestions for me were communications/public relations specialist, communications professor, and market research analyst—along with several jobs in the reporting field.) Hovering your mouse over each suggested field provides information about the type of degree typically required, the experience you'll generally need, a description of the job, and—if you click through—the average salary. Find something that looks intriguing? You can click through to a list of local job opportunities or jump over to the Gemini AI tool to craft a résumé or cover letter. LinkedIn, meanwhile, offers the Next Role Explorer for users whose companies subscribe to its Learning Hub. That tool showcases potential opportunities within the company, suggests skills employees should develop, and shows how many openings exist in each role. It also displays the percentage of people who have successfully transitioned from the employee's current role to the new one. AI, for that service, acts as a career coach, offering recommended courses and career paths. It also helps employees stay on track as they work toward acquiring the skills needed for a new role. At Salesforce, the company rolled out Career Connect last September—an internal talent marketplace that uses AI to help employees create personalized career paths tailored to their skills and aspirations. The tool is embedded in Salesforce's Slack workflow. Employees can view roles they're currently qualified for, as well as positions where their skills are easily transferable. If a job catches their interest, they can apply directly within Slack. Early results, Salesforce says, have been extremely positive: Ninety-one percent of the roles that were filled went to participants in the Career Connect pilot program who discovered those opportunities through the tool. During the three-month trial, 28% of participants applied for jobs via the platform. Given the ongoing fears that AI will take people's jobs—freelance positions have already seen a 21% drop in demand—it's somewhat reassuring to see it also being used to help people find them. This post originally appeared at to get the Fast Company newsletter: Sign in to access your portfolio
Yahoo
05-05-2025
- Business
- Yahoo
How Salesforce is using AI career coaches to hire employees internally
Salesforce is launching AI tools to up-skill employees and help them transition internally. Salesforce piloted its Career Connect service last year and 28% of users applied for jobs on the platform. The company is investing in AI career coaches in preparation of major workforce changes due to AI. Brooke Grant was working as a change manager at Salesforce when the company's internal AI Career Agent pinged her on Slack to suggest an open role in sales enablement. "It said, 'this is your career path,' but you also have these skills that are very interchangeable to these other paths," Grant said in an interview with Business Insider. While Grant didn't have any sales experience, she had been skilling up in sales, AI, and customer success for a few months leading up to the opportunity. She said the platform, which highlighted her transferable skills, gave her the confidence to go for it. Grant received the Slack notification for the open role in February, and by March, she started the new role. While many companies are chasing productivity gains, Salesforce is taking a broader approach to AI adoption by investing in internal AI career tools to help employees pivot to new roles and skill up. Last year, Salesforce launched Career Connect, an AI-powered internal talent marketplace. Once users create a profile, the platform infers skills based on their job history and helps employees create personalized career paths based on their skills and goals, Salesforce told BI. The tool also helps Salesforce track trending skills so it can invest in targeted training, the company told BI. The platform is also available in Slack through a version called Career Agent. Employees can go back and forth with the tool to get actionable insight on reaching their career goals. Salesforce told BI that employees can ask the agent about open career opportunities or how to develop a skill. The AI-powered tool recommends courses, relevant contacts, and job opportunities based on the user's interests. Salesforce piloted Career Connect last year with 1,200 employees across its customer success, employee success, and business technology teams. The company said 74% of employees were active on the platform, logging in multiple times throughout the three-month pilot. Just under 40% of participants enrolled in courses and training that were suggested to them, the company said. Grant isn't the only employee who found success with Salesforce's AI career coaches. In the first three months of the pilot, 28% of participants applied for jobs through Career Connect, and over 90% of the roles filled by participants were discovered using the platform, the company said. Salesforce president and chief people officer Nathalie Scardino also said in a press briefing that with Career Agent, the company was able to fill half of its roles with internal applications in the first quarter of 2025. Some of the career transitions employees made were more unconventional. Salesforce executive Lori Castillo Martinez told Business Insider in an interview that one employee recently used Career Connect to transition to a cybersecurity role after spending 19 years as a program manager in human resources. Martinez said the platform connected the employee to a mentoring program with someone from the cybersecurity team, which encouraged him to pursue the role. "I hadn't even thought about cybersecurity as a pathway for some of our HR program managers," Martinez said. Salesforce is pushing these efforts as the company has already seen changes to its workforce as a result of AI. Salesforce CEO Marc Benioff previously announced a 2025 hiring freeze on engineers following a 30% productivity increase from new tools. Recent data also indicates that workforce transformation will evolve further in the coming years. Salesforce released the findings of a research study on Monday that surveyed 200 chief people officers, chief human resources officers, and other global HR leaders. The study revealed that CHROs expect to redeploy 23% of the workforce into new teams or roles in the next two years. While 61% of the workforce is expected to stay in their positions, the roles are expected to change. About 80% of CHROs surveyed are either planning to reskill employees for roles with better future opportunities. "Every industry must redesign jobs, reskill and redeploy talent — and every employee will need to learn new human, agent and business skills to thrive in the digital labor revolution," Scardino said in a statement. Read the original article on Business Insider Sign in to access your portfolio
Business Insider
05-05-2025
- Business
- Business Insider
How Salesforce is using AI career coaches to hire employees internally
Salesforce is launching AI tools to up-skill employees and help them transition internally. Salesforce piloted its Career Connect service last year and 28% of users applied for jobs on the platform. The company is investing in AI career coaches in preparation of major workforce changes due to AI.
