Salesforce utilizes AI to tackle 30-50% of internal tasks: report

The customer relationship management software company Salesforce (NYSE:CRM) not only offers its artificial intelligence agents to customers, it also practices what it preaches.

“AI is doing 30% to 50% of the work at Salesforce now,” said Salesforce CEO Marc Benioff, in an interview with Bloomberg’s “The Circuit with Emily Chang.”

Salesforce is using AI to handle tasks ranging from customer service to software engineering, the report said. It is also reducing the need for new employees in some instances.

“All of us have to get our head around this idea that AI can do things that before we were doing,” Benioff said to Chang. “We can move on to do higher-value work.”

Salesforce laid off about 1,000 positions in February, while also hiring new employees to specialize in selling AI products, such as Agentforce.

Salesforce shares have declined 20% year to date. However, several Seeking Alpha analysts rate the stock a Buy.

“Moving forward, CRM’s attempts to tap into the AI boom and drive renewed growth opportunities have also born fruit, given the notably higher Data Cloud/Agentforce Annualized Recurring Revenues of over $1B (+11.1% QoQ/+120% YoY) and the growing adoption with 4K paying Agentforce customers (+33.3% QoQ),” said Juxtaposed Ideas, in an analysis published on Wednesday.

Salesforce competitor ServiceNow (NOW) has also utilized AI systems internally to improve efficiency.

“Our experience using AI internally shapes how we deliver it to customers,” said ServiceNow CFO Gina Mastantuono, in an interview with Seeking Alpha. “We’re not just offering AI features—we’re deploying proven use cases that deliver real business value. When customers see the outcomes we’ve achieved—whether it’s reducing incident resolution time or improving operational efficiency—they know the potential.”

AI agents have increased ServiceNow’s lead-to-sale conversion rate by 16x, reduced meeting prep time for sellers by 42% and driven 86% task deflection in areas like IT support.