Salesforce's Agentforce AI Platform Resolves 85% of Customer Queries

Salesforce, a Fortune 500 company, has achieved a significant milestone with its autonomous AI agent platform, Agentforce. The platform has surpassed 1 million AI agent-customer conversations, with agents now autonomously resolving 85% of all customer queries. This achievement was highlighted by Robin Washington, the president and chief operating and financial officer (COFO) at Salesforce, during a virtual interview. The company officially launched Agentforce in October.

Washington emphasized that the platform allows support teams to focus on more complex customer questions that require human judgment, creativity, and empathy—areas where AI currently falls short. She described this shift as one of the most transformative moments in the history of technology, which inspired her to take on an operating role at Salesforce. Washington herself uses Agentforce to handle routine tasks, enabling her to concentrate on deeper, more meaningful work. She believes that AI tools can help leaders become more effective by allowing them to focus on strategic initiatives.

Washington also stressed the importance of keeping humans at the center of AI implementation. According to MIT research, the most effective use of AI in the workplace is to combine the strengths of both AI and human workers, especially for tasks where humans still outperform AI. She highlighted the need for cross-functional buy-in and setting the right tone at the top of the company to ensure successful AI integration.

Washington began her tenure as president and COFO of Salesforce in March, a newly created position. With extensive experience in technology, including agentic AI, she leads the company’s operational and financial strategy. Before joining Salesforce, she held various roles, including EVP and CFO of Gilead Sciences, CFO of Hyperion Solutions, and chief accounting officer of PeopleSoft. Washington described herself as a continuous learner who thrives in fast-paced environments that require constant reinvention. She values sponsorship, hiring people she can learn from, and fostering an environment for diverse thinkers.

Another key aspect of her career journey is her willingness to step outside her comfort zone. She often uses the phrase “get comfortable being uncomfortable” to describe her approach to learning opportunities and failures. Washington reflected on her career, including moving to Silicon Valley in her 20s, working abroad to gain global experience, switching from tech to biotech, and taking on a CFO role early in her career. She recalled that many people advised her against these decisions, but she always raised her hand for tough assignments.