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Salesforce

Enterprise cloud software company (CRM, service, data, Slack) that sells Agentforce AI agents and runs its own support on them. Headquarters: San Francisco, United States. Ticker: NYSE: CRM.

Salesforce sells AI or agent tooling, so it has a reason to publish flattering numbers about AI. Its passages stay in the archive and carry this flag.

18 passages, 2 people quoted. Topics: What does AI do across the whole company?, How is AI used in sales and marketing?, How much customer support does AI resolve?, How widely do employees use AI?.

7.0 billion Agentic Work Units (“AWUs”) delivered to date across Agentforce and Slack, with 3.2 billion in Q2

SalesforcePublished by the organization itself (regulatory filing), no named author

Regulatory filing: SEC filing (8-K exhibit: the company's quarterly earnings release), SEC filing (8-K exhibit: the company's quarterly earnings release), August 26, 2026.

7 billion function agent volume, cumulative to date, as of Q2 FY2027. Level not stated
3.2 billion function agent volume, Q2 FY2027 (three months ended 2026-07-31). Level not stated

Checked against the source [ Grade A ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Agentforce can resolve customer issues swiftly and accurately with answers grounded in our trusted, unstructured content unified in Data 360

SalesforcePublished by the organization itself (regulatory filing), no named author

Regulatory filing: SEC filing (the company's own regulatory report), SEC filing (the company's own regulatory report), March 2, 2026.

Checked against the source [ Grade A ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

By automating simple and repetitive tasks, our support engineers are able to augment and scale their time in a more valuable way

SalesforcePublished by the organization itself (regulatory filing), no named author

Regulatory filing: SEC filing (the company's own regulatory report), SEC filing (the company's own regulatory report), March 2, 2026.

Checked against the source [ Grade A ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site, webinar listing), Salesforce (own site, webinar listing), October 2026.

74% support ai resolution share, first year of Agentforce on help.salesforce.com. Level not stated

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Agentforce on Help has now surpassed five million customer conversations, resolving more than 63% of them instantly.

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

63% support ai resolution share, cumulative since launch, as of 2026-10. No person in the loop
5 million support ai volume, cumulative since launch, as of 2026-10. Level not stated

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

answering more than 3 million support requests in the first year

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site, webinar listing), Salesforce (own site, webinar listing), October 2026.

3 million support ai volume, first year of Agentforce on help.salesforce.com. Level not stated

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

a 5% decline in case volume —and 12% fewer cases than forecasted—even while product adoption grew

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site, webinar listing), Salesforce (own site, webinar listing), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Agentforce conversations that result in a transfer to a human agent

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Agentforce conversations where Agentforce answered the customer's inquiry

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Agentforce conversations where the user did not engage with Agentforce after starting the conversation

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

available 24/7, in seven languages, and now that same help is live not just over chat, but on 1-800-NO-SOFTWARE too.

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Discover how we enable our engineers to provide full resolutions in as little as one hour by bypassing discovery steps

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site, webinar listing), Salesforce (own site, webinar listing), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

initially opening it to just 200 authenticated users within a four-week period

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Salesforce Help gets over 60 million visits annually from customers in need of assistance

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

our support team still receives around two million support requests each year

SalesforcePublished by the organization itself (post), no named author

Post: Salesforce (own site), Salesforce (own site), October 2026.

Checked against the source [ Grade B ] Said in the last year Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

we have now done about a million and a half conversations with customers, and at the same time, that’s the agentic layer speaking to the customer

Marc BenioffChair, CEO & Co-Founder · Executive

Interview: Salesforce Ben (independent Salesforce news site), Salesforce Ben (independent Salesforce news site), September 3, 2025. Reported by Thomas Morgan.

1.5 million support ai volume, through mid-2025 (period not stated). Level not stated

Checked against the source [ Grade C ] One to two years old Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

50% are with agents, 50% are with humans.

Marc BenioffChair, CEO & Co-Founder · Executive

Interview: Fortune (news), Fortune (news), September 2, 2025. Reported by Emma Burleigh.

50% function agent share, as of 2025-08/09 (interview). Level not stated

Checked against the source [ Grade C ] One to two years old Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Because of the benefits and efficiencies of Agentforce, we’ve seen the number of support cases we handle decline, and we no longer need to actively backfill support engineer roles

SalesforceNot attributed: no named speaker, and published by Fortune (news magazine), so we cannot yet show the organization said it

Interview: Fortune (news magazine), Fortune (news magazine), September 2, 2025. Reported by Emma Burleigh.

Checked against the source [ Grade C ] One to two years old Salesforce: $41.5 billion revenue, FY2026 (ended 2026-01-31) Sells AI tools Passage page

Size and results

From the organization's filings and statements, for comparing it with its own past. Not compared with other organizations. Each figure links to its source; expand a row for the exact words.

Measure	Period	Value	Source
Employees	support headcount, about a year before the interview, per Benioff	9,000 people	Fortune (news magazine) (grade C) Exact words “I’ve reduced it from 9,000 heads to about 5,000, because I need less heads.” Approximate: period_end is the report date minus about a year ("a year ago" in the interview). Pair row for the 5,000 above; same quote.
Employees	support headcount, "about 5,000", as of the interview	5,000 people	Fortune (news magazine) (grade C) Exact words “I’ve reduced it from 9,000 heads to about 5,000, because I need less heads.” Interview date not stated by Fortune; the report date (2025-09-02) is used as the as-of date. Benioff also said "I was able to rebalance my headcount on my support", and a Salesforce spokesperson said hundreds of employees were redeployed (see facts). Fortune and others call this "4,000 jobs cut"; that is the press subtraction, not a number Benioff gave. Pair row: the 9,000 below.
Employees	as of 2026-01-31	83,334 people	SEC filing (the company's own regulatory report) (grade A) Exact words “As of January 31, 2026, we had 83,334 employees.”
Employees	as of 2025-01-31	76,453 people	SEC filing (the company's own regulatory report) (grade A) Exact words “As of January 31, 2025, we had 76,453 employees”
Employees	as of 2024-01-31	72,682 people	SEC filing (the company's own regulatory report) (grade A) Exact words “As of January 31, 2024, we had 72,682 employees”
Employees	as of 2023-01-31	79,390 people	SEC filing (the company's own regulatory report) (grade A) Exact words “As of January 31, 2023, we had 79,390 employees”
Employees	as of 2022-01-31	73,541 people	SEC filing (the company's own regulatory report) (grade A) Exact words “As of January 31, 2022, we had 73,541 employees”
Operating income	Q2 FY2027 (three months ended 2026-07-31)	$2.3 billion	SEC filing (the company's own quarterly report, 10-Q) (grade A) Exact words “Income from operations 2,331 2,332 4,678 4,274” Filing reports in millions; value converted to usd. Quarter columns first, then six months.
Operating income	Q2 FY2026 (three months ended 2025-07-31)	$2.3 billion	SEC filing (the company's own quarterly report, 10-Q) (grade A) Exact words “Income from operations 2,331 2,332 4,678 4,274” Filing reports in millions; value converted to usd. Quarter columns first, then six months. Year-ago comparison for the Q2 FY2027 row.
Operating income	FY2026 (ended 2026-01-31)	$8.3 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Income from operations 8,331 20 7,205 19 5,011 14” Filing reports in millions; value converted to usd.
Operating income	FY2025 (ended 2025-01-31)	$7.2 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Income from operations 7,205 19 5,011 14 1,030 3” Filing reports in millions; value converted to usd.
Operating income	FY2024 (ended 2024-01-31)	$5 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Income from operations 5,011 14 1,030 3 548 2” Filing reports in millions; value converted to usd.
Operating income	FY2023 (ended 2023-01-31)	$1 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Income from operations 1,030 3 548 2 455 2” Filing reports in millions; value converted to usd.
Operating income	FY2022 (ended 2022-01-31)	$548 million	SEC filing (the company's own regulatory report) (grade A) Exact words “Income from operations 548 2 455 2” Filing reports in millions; value converted to usd.
Revenue	Q2 FY2027 (three months ended 2026-07-31)	$11.3 billion	SEC filing (the company's own quarterly report, 10-Q) (grade A) Exact words “Total revenues $ 11,345 $ 10,236 $ 22,478 $ 20,065” Filing reports in millions; value converted to usd. Quarter columns first, then six months. The earnings release says the quarter includes a $456 million Informatica contribution (an acquisition).
Revenue	Q2 FY2026 (three months ended 2025-07-31)	$10.2 billion	SEC filing (the company's own quarterly report, 10-Q) (grade A) Exact words “Total revenues $ 11,345 $ 10,236 $ 22,478 $ 20,065” Filing reports in millions; value converted to usd. Quarter columns first, then six months. Year-ago comparison for the Q2 FY2027 row.
Revenue	FY2026 (ended 2026-01-31)	$41.5 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenues 41,525 100 37,895 100 34,857 100” Filing reports in millions unless noted; value converted to usd.
Revenue	FY2025 (ended 2025-01-31)	$37.9 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenues 37,895 100 34,857 100 31,352 100” Filing reports in millions; value converted to usd.
Revenue	FY2024 (ended 2024-01-31)	$34.9 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenues 34,857 100 31,352 100 26,492 100” Filing reports in millions; value converted to usd.
Revenue	FY2023 (ended 2023-01-31)	$31.4 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenues 31,352 100 26,492 100 21,252 100” Filing reports in millions; value converted to usd.
Revenue	FY2022 (ended 2022-01-31)	$26.5 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenues 26,492 100 21,252 100 17,098 100” Filing reports in millions; value converted to usd.