Benioff Unplugged: Agentforce 2.0 – The AI Revolution Isn’t Coming, It’s Here

Here is a bit of a different kind of post. I was just in the presser scrum talking to Salesforce CEO Marc Benioff. I had a chance to record a transcript, and I used Claude to take that transcript and give you a chance to read what Marc was talking about, in his voice. Let me know what you think!

Marc Benioff Unplugged

“This isn’t the beginning of the middle. This isn’t the end. This is the beginning of the beginning of something extraordinary.”

Let me tell you about a moment we’re living through right now—right here at Salesforce. It’s not a “tech buzzword” moment. It’s not hype. It’s a reality so profound that it’s transforming entire industries overnight. I’m talking about Agentforce 2.0.

We’ve spent decades at Salesforce managing data, empowering sales teams, and helping companies run their operations. But now? We’ve entered a new chapter:

We Are a Digital Labor Provider.

Let me explain what that means.

Picture this: 35,000 customer support conversations happen on Salesforce every week. Two weeks ago, 10,000 of those cases still needed a human to solve them. Today, thanks to Agentforce 2.0, that number is down to 5,000.

Resolution rates have jumped from 63% to 82% in just weeks. This isn’t incremental. This isn’t gradual. This is what happens when AI agents—true digital labor—enter the workforce.

But let’s make one thing clear:

This Is Not About Replacing Humans. It’s About Unleashing Them.

There’s a false narrative floating around—that AI is here to “take jobs.” No. AI is here to fill gaps that humans alone cannot fill.

We are facing a global labor shortage. Birth rates are down. Workforces are constrained. I hear this every single day from CEOs—especially in financial services, healthcare, insurance, and tech.

      “Marc, we just can’t find enough people.”

Well, guess what? AI is people. It’s digital labor augmenting human labor—handling the tasks that hold us back, so humans can focus on the work that moves us forward.

Real-World Transformation: Companies Are Turning It On—Right Now

Let me tell you about a company called Remarkable—the folks who make those beautiful digital slates. They deployed Agentforce on their own. No fanfare, no Salesforce army descending on their offices. They just turned it on, started solving problems for their customers, and saw the results immediately.

We looked at what they built and said: “Wow.”

And now? It’s spreading like wildfire. Startups, Fortune 500 companies, everyone is deploying Agentforce. This is what we call a domino effect—one customer goes live, they see the productivity gains, and others follow.

What’s our job at Salesforce? It’s simple: we tune it. We support it. We make sure the system runs seamlessly.

The Multi-Trillion Dollar Opportunity: Digital Labor at Scale

Here’s the big picture: For 25 years, we’ve focused on one thing—helping companies manage and share data. That business is worth tens of billions of dollars to us. But Agentforce? Digital labor? That’s a multi-trillion dollar market—a new industry that dwarfs anything we’ve done before.

Think about it. Imagine replacing slow, manual, repetitive work with AI agents that are fast, reliable, and scalable. Imagine empowering every employee to do 10x more, with AI taking care of the busywork.

This is the AI economy. It’s here. And it’s bigger than the cloud revolution.

The AI + Human Revolution: A Symbiotic Future

Let me paint the picture for you.

You’re a customer who needs help. You visit a site. You interact with the AI agent—it knows who you are, what you’ve done, what you need. It solves your problem. Instantly.

If things get tricky? The AI escalates to a human, who steps in seamlessly. The agent, the human, and the customer all working together.

This is not about replacing humans. This is about amplifying humans. It’s not AI versus people—it’s AI and people. Together.

Here’s what’s changed for me as CEO: I’m no longer just managing 75,000 employees. I’m managing humans and agents. It’s a new paradigm—one that requires trust, transparency, and innovation at a scale we’ve never seen before.

We’ve Been Here Before—It’s 1999 All Over Again

This reminds me of when we launched Salesforce in 1999. Back then, the cloud was new. It was radical. People thought we were crazy.

We said:

      “You don’t need to buy servers. You don’t need to install software. Just log in and get to work.”

They laughed. But the cloud won.

Now, we’re saying something just as transformative:

      “You don’t need to hire more people for every problem. Just turn on an AI agent.”

Some will say it’s too soon, or it’s too ambitious. But if you’re still skeptical, I say this:

Show me your site. Show me your support system. Let Agentforce prove it works.

If you don’t believe me, I’ll fix it myself. That’s my promise.

The Future Is Here—But It’s Just the Beginning

This is the dawn of something bigger than all of us. A future where companies operate faster, smarter, and more productively than we ever imagined.

Digital labor is not some far-off dream. It’s here. It’s working. And it’s just getting started.

This is the beginning of the beginning.

Let’s build this future—together.

What’s holding you back? Agentforce 2.0 is live, and it’s ready for you.

Turn it on.