The vision, Benioff said, is a total business transformation of customers. He spoke of one customer, a large computer hardware company going through a major acquisition and reconceptualizing their whole business. He told the CEO that Salesforce would help turn the company into an “agent-first organization” that would make it a “margin machine.”
“We’re going to continue to automate their whole organization, but we have to not just build them a great sales force or a service force or marketing force or commerce force, analytics force or whatever, we have to build them an agent force,” he said. “Our goal is to be the agent supplier to our customers, which has to be deeply integrated into our data and our apps because these agents, at some point, are going to say, ‘Actually, I want to pass you off to a human now to talk and complete this.’ And there’s a …