- Published on December 30, 2024
- In AI Features
Will AI End India’s $30 Billion Customer Support Industry?
“We need fewer support engineers,” said Mark Benioff, CEO of Salesforce.
Image by Nalini NIrad
- By Supreeth Koundinya
The future of customer support lies in the hands of AI. Over the past few years, companies across the world have assessed the feasibility of using AI to interact with their customers – and as of today, their attempts have been quite successful.
Salesforce, the cloud-based sales applications provider, has slashed human escalations in its support infrastructure by a whopping 50%, CEO Marc Benioff revealed on a podcast. He explained that the company plans to realign its workforce, needing fewer support engineers, thanks to a new "robotic support layer" introduced through Agentforce.
“We're resolving 83% of all of our inquiries robotically. It's incredible,” he said.
Agentforce is an AI-focused platform that helps businesses create and deploy agents that leverage l
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Supreeth Koundinya
Supreeth is an engineering graduate who is curious about the world of artificial intelligence and loves to write stories on how it is solving problems and shaping the future of humanity.
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