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Recently, Salesforce CEO Mark Benioff revealed that their intelligent AI agents, particularly through their platform dubbed Agentic AI, now manage 50% of customer interactions—a stark increase from virtually zero just a year ago. Their customer service bot, known as Agentforce, is now handling half of all inquiries, marking a seismic shift in automation and customer engagement.
Benioff emphasizes that these AI agents are extraordinarily lifelike. Their voice simulations include appropriate pauses, inflections, breaths, and even laughter, making interactions almost indistinguishable from talking to a human. This hyper-realism enables AI to qualify leads, answer routine questions, and troubleshoot issues, freeing human agents for more complex problems.