AI Won’t Hurt Salesforce

Marc Benioff Dismisses AI Threats, Sets Sights on a Billion AI Agents in One Year

Salesforce CEO Marc Benioff has no doubts about the transformative potential of AI for enterprise software, particularly Salesforce itself. At the core of his vision are AI agents—autonomous software bots designed to handle routine tasks, freeing up human workers to focus on more strategic priorities.

“What if your workforce had no limits? That’s a question we couldn’t even ask over the past 25 years of Salesforce—or the 45 years I’ve been in software,” Benioff said during an appearance on TechCrunch’s Equity podcast.

The Billion-Agent Goal

Benioff revealed that Salesforce’s recently launched Agentforce platform is already being adopted by “hundreds of customers” and aims to deploy a billion AI agents within a year. These agents are designed to handle tasks across industries—from enhancing customer experiences at retail brands like Gucci to assisting patients with follow-ups in healthcare.

To illustrate, Benioff shared his experience with Disney’s virtual Private Tour Guides. “The AI agent analyzed park flow, ride history, and preferences, then guided me to attractions I hadn’t visited before,” he explained.

Competition with Microsoft and the AI Landscape

While Benioff is bullish on AI, he hasn’t hesitated to criticize competitors—particularly Microsoft. When Microsoft unveiled its new autonomous agents for Dynamics 365 in October, Benioff dismissed them as uninspired. “Copilot is the new Clippy,” he quipped, referencing Microsoft’s infamous virtual assistant from the 1990s.

Benioff also cited Gartner research highlighting data security issues and administrative flaws in Microsoft’s AI tools, adding, “Copilot has disappointed so many customers. It’s not transforming companies.”

However, industry skeptics argue that the real challenge to Salesforce isn’t Microsoft but the wave of AI-powered startups disrupting traditional enterprise software. With tools like OpenAI’s ChatGPT and Klarna’s in-house AI assistant “Kiki,” companies are starting to explore GenAI solutions that can replace legacy platforms like Salesforce altogether.

For example, Klarna recently announced it was moving away from Salesforce and Workday, favoring GenAI tools that enable seamless, conversational interfaces and faster data access.

Why Salesforce Is Positioned to Win

Despite the noise, Benioff remains confident that Salesforce’s extensive data infrastructure gives it a significant edge. “We manage 230 petabytes of customer data with robust security and sharing models. That’s what allows AI to thrive in our ecosystem,” he said.

While companies may question how other platforms like OpenAI handle data, Salesforce offers an integrated approach, reducing the need for complex data migrations to other clouds, such as Microsoft Azure.

Salesforce’s Own Use of AI

Benioff also highlighted Salesforce’s internal adoption of Agentforce, using AI agents in its customer service operations, sales processes, and help centers. “If you’re authenticated on help.salesforce.com, you’re already interacting with our agent,” he noted.

AI Startups: Threat or Opportunity?

As for concerns about AI startups overtaking Salesforce, Benioff sees them as acquisition opportunities rather than existential threats. “We’ve made over 60 acquisitions, many of them startups,” he said. He pointed to Agentforce itself, which was built using technology from Airkit.ai, a startup founded by a former Salesforce employee. Salesforce Ventures initially invested in Airkit.ai before acquiring and integrating it into its platform.

The Path Forward

Benioff is resolute in his belief that AI won’t hurt Salesforce—instead, it will revolutionize how businesses operate. While skeptics warn of a seismic shift in enterprise software, Benioff’s strategy is clear: lean into AI, leverage data, and stay agile through innovation and acquisitions.

“We’re just getting started,” he concluded, reiterating his vision for a future where AI agents expand the possibilities of work and customer experience like never before.

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