Salesforce says it’s saving $100 million a year by using AI tools

Salesforce

Salesforce, one of the world’s biggest software companies, says it is saving around $100 million every year by using artificial intelligence to handle parts of its customer service operations. The company shared the figure at its annual Dreamforce conference in San Francisco, according to Bloomberg

Here’s a simple breakdown of what’s happening and why it matters:

Salesforce has started using AI tools to take care of tasks that were earlier handled by human customer service agents. These include answering common customer queries, resolving basic problems, and helping with early stages of sales.

The company is using its own AI platform called Agentforce, and says more than 12,000 businesses have already adopted it. One of them is Reddit, which reportedly cut its customer support resolution time by 84% after using the tool.

How it’s saving money
By automating customer support, Salesforce has reduced the number of human agents it needs to employ. CEO Marc Benioff said this shift has helped the company save about $100 million annually. AI can respond faster, handle more queries at once, and doesn’t need breaks — making it cheaper and more efficient for many routine tasks.

Benioff also said that AI has helped the company reach customers who previously weren’t getting follow-ups from employees. This has opened up about $60 million worth of new business opportunities for Salesforce.

Why it matters
Salesforce’s move shows how AI isn’t just a buzzword for tech companies, it’s changing how big businesses run. By showing its own savings, Salesforce is also trying to convince other companies to buy its AI tools.

But it’s not all rosy. The company has also cut thousands of customer support jobs since rolling out AI. And even though Salesforce is betting big on the technology, investors are a bit cautious — its stock has fallen 27% this year as Wall Street watches how well it can adapt to an AI-driven future.