"We are already at the point. We already have that live," Benioff said. "We're really getting to, like, another level of capability, and I think that's it's pretty impressive."
Customer service has long been seen as one of the sectors where AI could have the biggest impact. Many companies have been incorporating the tech into customer service departments to see if it can improve customer experience.
Earlier this year, Swedish fintech company Klarna claimed its AI assistant was doing "the equivalent work of 700 full-time agents." The company said the chatbot was more accurate in "errand resolution" and on par with human agents when it came to customer satisfaction.
Some companies have claimed that AI agents deliver better customer satisfaction than human workers. Last year, the CEO of Octopus Energy, a UK-based household energy supplier, said emails written by AI delivered 80% customer satisfaction, improving on the 65% achieved by skilled, trained people.
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