Salesforce is considering a new charging model based on AI agent calls as it tries to allay investor concerns that improved productivity among users will lead to them buying fewer license seats.
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When the CRM giant announced its second-quarter results, which met market expectations with a 9 percent increase in revenue to $9.33 billion, an investment analyst asked its CEO if the company would change its pricing as it introduced AI agents into the sales process.
The concern was that the new AI agents could increase productivity among users and divert up to 90 percent of calls from human agents.
"Investors will worry that the number of seats in use will decrease [because of] these productivity gains," the analyst said. On the earnings call, Marc Benioff said Salesforce would respond by introducing a new charging model.
