Artificial intelligence agents are no longer just a trial initiative forSalesforce, but a major factor behind the software giant.
That was the central message of Salesforce (CRM) Chair and CEO Marc Benioffgiven during the company's first quarter of fiscal year 2027earnings call on May 27.
The figures he presented were difficult to overlook, and his manner conveyed that he thinks the industry is at a critical juncture.
Benioff said:
Salesforce has become increasingly vital for our clients. We hold the top position as an agentic CRM, turning every company into an agentic enterprise.
For those investing and enterprise technology purchasers, the specifics of that statement deserve careful consideration.
The use of Salesforce AI agents is becoming more popular.
Salesforcereported first-quarter revenue of $11.13 billion, representing a 13% increase compared to the previous year. However, the artificial intelligence metrics went largely unnoticed.
- The companyProcessed 28.6 trillion tokens during the quarter, representing a 152% rise compared to the previous quarter..
- Those tokensconverted into 3.8 billion, what Salesforce refers to as "agentic work units," a metric of actual tasks accomplished byAIagents representing clients. That measurewas up 111% quarter over quarter.
- In simple terms: Salesforce representatives increased their productivity by double in approximately 90 days.
Benioff cited the company's internal help desk as evidence that the technology is effective when implemented on a large scale.
Related: Michael Burry intends to purchase Salesforce stock for a significant reason
Since implementing Agentforce on its support website 15 months ago, the system hasautonomously handled four million customer inquiries.
Agents are currently managing double the amount of work that human representatives handled on the same channel.
Other customer examples were equally impressive.
PenFed Credit UnionA financial institution that serves the national security sector now utilizes 76 AI agents across various departments including operations, mortgages, IT, and HR. Its "Agent Wingman" tool has reduced call handling time by 10% and post-call work time by 50%.
The credit unionIt is projected to save almost $1.6 million this year due to that one agent.
UCLA Healthinitiated its first customer-facing Agentforce implementation in eight months.
The representative manages patient questions regarding provider searches, clinical trials, and overall guidance, transforming what once involved phone calls or emails into immediate responses.
Agentforce business surpassed $1B in ARR
Agentforce annual recurring revenue (ARR) exceeded $1 billion this quarter.
When integrated with the company's Data 360 and Informatica Cloud solutions,SalesforceNow reports a total of $3.4 billion in artificial intelligence and data recurring revenue.
More than50% of bookings from Agentforce and Data 360 were made by current customers increasing their investment. This indicates that users already on the platform are committing more.
Related: An AI CEO recently made an unexpected forecast regarding AI agents
Chief Revenue Officer Miguel Milanoit was observed that the top 10 customers utilizing AI agents saw their overall Salesforce expenditure rise by 1.5 times in the last year.
The companyalso achieved 98 agreements with more than $1 million in new yearly contract value throughout the quarter, which Benioff described as a first-quarter milestone.
Salesforceincreased its full-year fiscal 2027 revenue forecast to between $45.9 billion and $46.2 billion.
Salesforce's "Headless" approach alters the competitive landscape
Perhaps the most progressive initiative Benioff mentioned was a plan the company refers to as "Headless 360."
The concept is straightforward: provide access to all of Salesforce's data and artificial intelligence features from any application or system, rather than being limited to Salesforce's own software.
This implies that a developer can create an AI agent using Claude or ChatGPT while accessing Salesforce's customer information via a component known as the Model Context Protocol (MCP).
Since its release in April, thecompanyhas already handled 4.5 million MCP requests.
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Benioff's statement to rivals and doubters was clear. He asserted that Salesforce has consistently been based on open application programming interfaces (APIs).
The organization handles approximately one trillion API requests each quarter.
Slack was also mentioned as an increasing channel for this method. Slack's artificial intelligence teamsgrew 350% quarter over quarter.
Benioff foresaw that in the next two years, more AI assistants will be utilizing Slack than human users.
The figures Benioff presented this quarter leave one point evident.
The move from selling software licenses to offering AI-driven results is no longer just a concept at Salesforce. It is already appearing in the company's revenue figures.
Related: BofA updates Salesforce stock price forecast following a realistic AI assessment
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