Arvind Ronta

Integrating AI agents into daily operations will become a leadership skill that separates companies that thrive from those that fall behind. We’re moving toward a world where AI is everywhere and part of everyday life. The models themselves are becoming commodities. The true value of AI is in the data. This is happening already. At the consulting giant @Accenture, our Agentforce digital labor platform is extending the reach of the firm’s 52,000 sales people around the world. For example, a coaching agent empowers sellers by autonomously facilitating role-plays, tailored to each deal, providing personalized feedback afterward. Our own support platform at Salesforce, serving hundreds of thousands of customers, now includes AI agents working with our 9,000 customer service representatives. In just three months, AI agents resolved 84% of incoming customer queries on their own, with only 2% of requests requiring escalation to humans. This allows us to redeploy as many as 2,000 support roles elsewhere in the company. As measured by a recent Morgan Stanley research report, our customers are already seeing 20% to 50% cost reductions in customer support, driven by savings in head count, office space and overhead. Business is the greatest platform for change. With Agentic AI, we can revolutionize work and create a more prosperous, sustainable world. By focusing on trust, accountability and our common humanity, we can ensure that Agentic AI becomes a force for good. —@Benioff