Last fall, Salesforce introduced Agentforce, showcasing a human-like AI agent named Sophie, designed for customer service at Saks Fifth Avenue. CEO Marc Benioff heralded this AI as a potential revolution in human interaction and workplace efficiency. Despite an initial stock surge of over 50%, Salesforce now faces challenges, with less than 2% of its 12,500 Agentforce customers fully utilizing the tool. Critics argue Salesforce focused too much on unproven technology while core business slowed, leading to a market share decline compared to rivals like Microsoft and Oracle. Current engagements with Agentforce require significant technical expertise, complicating adoption for average businesses. While some clients report value, the overall ROI of generative AI remains questionable, with 95% of organizations seeing no returns on massive investments. As Salesforce navigates these challenges, its future in the agent wars against competitors with broader portfolios remains uncertain.
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