The claim: AI customer service agents have become indistinguishable from human representatives, according to Salesforce CEO Marc Benioff.
The context: Benioff made the comments as part of a broader pitch for Salesforce’s new Agentforce offering, which gives companies access to AI agents that can be customized to handle customer service duties, optimize marketing campaigns, and assist sales teams, among other capabilities. Thousands of Salesforce customers are expected to be using the tool before the end of the year, per Benioff.
- The AI agents are purported to offer “another level of capability” compared with the chatbots currently on the market.