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Salesforce used AI to cut support load by 5% — but the real win was teaching bots to say ‘I’m sorry’

venturebeat.com Michael Nuñez 2025-07-19 09:00:00

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now Salesforce has crossed a significant threshold in the enterprise AI race, surpassing 1 million autonomous agent conversations on its help portal — a milestone that offers a rare glimpse into what it takes to deploy AI agents at massive scale and the surprising lessons learned along the way. The achievement, confirmed by company executives

Topics: agent ai data human salesforce
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Slack gets smarter: New AI tools summarize chats, explain jargon, and automate work

venturebeat.com Michael Nuñez 2025-07-21 21:00:00

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now Slack is rolling out an extensive array of artificial intelligence features that promise to eliminate routine tasks and turn the messaging platform into a central hub for enterprise productivity, marking owner Salesforce’s direct challenge to Microsoft’s workplace AI dominance. The announcements, set to roll out over the coming months, inc

Topics: ai data enterprise salesforce slack
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A million customer conversations with AI agents yielded this surprising lesson

zdnet.com Vala Afshar 2025-08-07 07:00:13

Mykyta Atamanchuk/Getty Images Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support simpler and more intuitive. With more than 60 million visits each year, Salesforce Help offers a wide range of product content through organized directories, search, and direct support. Having handled a million support requests since the launch of AI agents, Salesforce

Topics: agents ai customer data salesforce
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Your Slack app is getting a big upgrade - here's how to try the new AI features

zdnet.com Jack Wallen 2025-08-20 14:15:12

Elyse Betters Picaro / ZDNET Slack users will see new features appear on the app and service, no matter which plan you use. Some of the more exciting features will be added to paid plans only, but it doesn't matter which paid plan you choose, because there are some exciting new additions coming. Also: 6 Slack tips I swear by to turn a chaotic workspace into a well-oiled machine Let's start with what's coming to the free plan first. What's new to the free plan? The big addition to the free p

Topics: ai new plan salesforce slack
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AI is doing up to 50% of the work at Salesforce, CEO Marc Benioff says

cnbc.com Samantha Subin 2025-08-24 01:46:51

Marc Benioff, Chairman & CEO of Salesforce, speaking on CNBC's Squawk Box outside the World Economic Forum in Davos, Switzerland on Jan. 22nd, 2025. Salesforce is accelerating its use of artificial intelligence in automating workloads, according to CEO Marc Benioff. "All of us have to get our head around this idea that AI could do things, that before, we were doing, and we can move on to do higher-value work," he said in an interview with Bloomberg, noting that the technology currently account

Topics: ai benioff ceo marc salesforce
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AI is doing 30%-50% of the work at Salesforce, CEO Marc Benioff says

cnbc.com Samantha Subin 2025-08-24 17:57:38

Marc Benioff, Chairman & CEO of Salesforce, speaking on CNBC's Squawk Box outside the World Economic Forum in Davos, Switzerland on Jan. 22nd, 2025. Salesforce is accelerating its use of artificial intelligence in automating workloads, according to CEO Marc Benioff. "All of us have to get our head around this idea that AI could do things, that before, we were doing, and we can move on to do higher value work," he said in an interview with Bloomberg's Emily Chang, noting that the technology cur

Topics: ai benioff ceo marc salesforce
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Slack's big AI upgrade is here - here's who can try the new features

zdnet.com Jack Wallen 2025-08-26 17:40:23

Elyse Betters Picaro / ZDNET Slack users will see new features appear on the app and service, no matter which plan you use. Some of the more exciting features will be added to paid plans only, but it doesn't matter which paid plan you choose, because there are some exciting new additions coming. Also: 6 Slack tips I swear by to turn a chaotic workspace into a well-oiled machine Let's start with what's coming to the free plan first. What's new to the free plan? The big addition to the free p

Topics: ai new plan salesforce slack
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Salesforce launches Agentforce 3 with AI agent observability and MCP support

venturebeat.com Michael Nuñez 2025-08-30 09:03:09

Join the event trusted by enterprise leaders for nearly two decades. VB Transform brings together the people building real enterprise AI strategy. Learn more Salesforce rolled out sweeping enhancements to its AI agent platform Monday, addressing the biggest hurdles enterprises face when deploying digital workers at scale: knowing what those agents are actually doing and ensuring they can work securely across corporate systems. The company’s Agentforce 3 release introduces a comprehensive “Comm

Topics: agent agents ai enterprise salesforce
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Salesforce hikes Slack prices, adds AI tools for all paid users

techspot.com Alfonso Maruccia 2025-09-06 13:24:00

What the Bot: Salesforce has decided to increase prices for certain paid Slack plans. The company is attempting to justify the change by stating that all customers will now have access to more AI features. And if you don't want or need AI, well, you'll likely end up paying more anyway. According to a recent announcement from Salesforce, Slack customers will now have to pay more but will receive new AI-based features in return. Paid plans for the service will cost a few dollars more per user, me

Topics: ai customers plans salesforce user
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Salesforce study finds LLM agents flunk CRM and confidentiality tests

news.ycombinator.com Lindsay Clark 2025-09-11 20:59:18

A new benchmark developed by academics shows that LLM-based AI agents perform below par on standard CRM tests and fail to understand the need for customer confidentiality. A team led by Kung-Hsiang Huang, a Salesforce AI researcher, showed that using a new benchmark relying on synthetic data, LLM agents achieve around a 58 percent success rate on tasks that can be completed in a single step without needing follow-up actions or more information. Using the benchmark tool CRMArena-Pro, the team a

Topics: agents ai data llm salesforce
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