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Salesforce is charging for Agentforce three different ways: • $2 per conversation • $0.10 per action • $125+ per user per month One product. Three models. Why? Because SaaS was built on seats. But AI replaces seats. If your AI works, customers need fewer humans. If customers need fewer hum…
Everyone thinks the AI race is about models. It’s not. It’s about data integrity. Since 2023, Salesforce has deployed $12B in acquisitions: • ~$10B into data infrastructure • ~$2B into the agent layer That ratio tells you everything. Why? Because enterprise “truth” is a mess: • Multiple ve…
In this episode, we explore the transformative power of AI in customer service, focusing on the shift from traditional labor-based metrics to innovative outcome-based models. Join us as we discuss with industry experts from Zendesk and Salesforce about the challenges and opportunities in adapting t…
Vinod Khosla recently said BPOs could disappear within five years. Most service leaders will dismiss that. They shouldn’t. Traditional BPO is built on: • Labor arbitrage • Headcount scale • Utilization math • Margin on human throughput That model worked when labor was the constraint. AI ch…
Scale AI and the Center for AI Safety tested frontier agents on 240 real freelance jobs. Not toy benchmarks. Not controlled prompts. Actual client work. Result: Top agent success rate → 2.5% Failure rate → 97% Why? Because real work is messy. • Specs change mid-project • Clients contradic…
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