The CEO of Salesforce Mark Benioff about the reason for the lack of artificial intelligence agents at the end of the work of those with white collars

Benioff: I am looking for every job and I ask: How do we become an agent?

Support is a great example. We have now had more than a million talks between clients and agents, and at the same time, there were about a million conversations between humans and clients. This did not last for only six to nine months, and we have reduced the cost of our support by 17 % so far.

The second piece is sales. We have a lot of expected customers so that we cannot follow them all. People sales are basically the choice of cherries, which leads to contact again. Thousands of threads, and tens of thousands of threads, hundreds of thousands of threads were not called. But in the agent, there is no excuse for that. All bullets can be followed.

Wealth: With these efficiency gains, what happens to people who worked to support customers? Are they transferred to other roles, or are you shrinking the workforce?

Benioff: I constantly transfer people around the company and reshape the company. There are a lot of frightening accounts cultivated by executive officials, saying that we are getting the demobilization of workers from artificial intelligence. But our artificial intelligence – is not 100 % accurate because it is based on words models. Without our data collection, these models may be 50 % accurate or 60 %. When adding our data set, we get a 90 % resolution, but it is not 100 %. So you need a person in the episode. Humans do not go far. We are proud of these techniques. We get more productivity.

Fortune: You have mentioned that you do not employ engineers or support people or even lawyers this year – only sales representatives. What does this mean for young people trying to enter these fields?

Benioff: We did not see the negative effects playing. I think there are people who do tax on the psyche of work by saying things that may not be correct. What I see is more small and medium companies, and many companies in the middle of the market. There is likely to be a lot of employment because everyone is miserable and has the ability to do more.

I think there will be an explosion for small and medium companies because it can do more, it is easier to start, you can create a value more easily. We definitely see this in our works.

Fortune: How do you manage the transition internally when people need to move to new sites due to these efficiency gains?

Benioff: I don’t think it is very complicated. We run something called TrailHead that we offer to customers and employees – you can train on all our products. We encourage all employees to do this, obtain a certificate, get badges, and train. This gives them more movement in the organization.

People need to be more flexible in their thinking. We encourage people to have the mind of beginners. We say to them: With the mind of beginners, you have all the possibilities. With an expert mind, you have a few. Which one is your choice? We have a lot of options. There is nothing but the opportunity. You can see all open functions that we publish externally and internally.

Wealth: There is concern about Amnesty International, which leads to a collective demobilization through the economy. Do you see that happening?

Benioff: I still see around me, talking to the chief executives, and I ask: What is the artificial intelligence they use for these great workers? I think artificial intelligence increases people, but I do not know if that necessarily replaces them. Even in the radiology sections where AI can read surveying operations, it is not 100 % accurate. Amnesty International can read the survey, but it may make mistakes.

The reason is that many of this are still based on words models. There may be a model of artificial intelligence in the future that will be more accurate, but this is not where we are now. This is about humans and AI to work together. I feel I have a partner. But he does not always get it properly.

Fortune: Some people are concerned that companies create more designated programs using artificial intelligence, which may threaten traditional Saas companies such as Salesforce.

Benioff: It was always correct that companies could DIY, but only some companies that can. Small and medium companies will not go to DIY because they do not have large IT sections. But when you speak to a company like Barclays With 15,000 engineers, this is where the development teams have always seen as a potential competitor.

Applications will become more dynamic, as you will have the ability to create dynamic applications. I see opportunities in this field, but we are not at this stage yet. No one can give me an example as someone built an application for the institution from AI. You can select an English application now, which is exciting, but it is still built on a platform like us with the same framework requirements.

Fortune: What do you think of the current situation of the accuracy and capabilities of artificial intelligence?

Benioff: We need to be more realistic about what we have. Our concept of intelligence comes out of these symbols, but it is not accurate. Users may have a model that help them write a story, summarize it, edit it, or translate it into Spanish or Arabic. They are like, “Oh, this is great.” But at the end of the day, you still have to check it.

Each Amnesty International needs its own facts, and these facts of facts are human beings, not AIS, because AIS cannot verify the truth because they do not have this level of accuracy. A person must stay in the episode.

Wealth: How do you see Amnesty International turning different sectors?

Benioff: In health care, we do not have enough doctors in small cities. There is a company that revolves around the salesforce called ARTRA that has a FDA certificate for diagnosis and treatment of prostate cancer. In our small town (where Benioff lives in Hawaii), we do not have urology or oncologists, so this can increase the ability. It is not a substitute for the presence of specialists, but it can help.

In education, children use tools such as grammar to write papers. But this is not an excuse for teachers not to look at the grammatical history to ensure that children are really learning. Education can be increased, health care can be increased.

But Burger, Pizza Shop, SuperMarket, Dry Cleaner and Farmers Market – may not change much of the essence of small cities much. Perhaps we will not have any robotics. No one will wander to appoint our city for a while. This sale is that we will only turn a key and the cars suddenly start driving themselves, as it turned out that this was not true. I think this is a good metaphor for what is going on in the manufacture of artificial intelligence on a larger scale. This revolves around humans and work together, not to replace the sentence for humans.

luck: Tell me more about how you see that partnership between man and AI work?

Benioff: I think we are all tired of our ability to perform our jobs. I feel I have a partner, right? Therefore, for example, every year, I sit to write the Salesforce Action Plan – and we use this process that we call V2Mom (vision, values, methods, obstacles and standards.) I will say, well, this is my entire plan, give me a degree. “B Plus” will say, but why not “”? She says, “Well, I left this, isn’t it? And move faster. It is not a substitute for humans.

Wealth: How does this change the way organizations are organized?

Benioff: It allows you to increase your control, and reduce your layers (management). But people are still talking about how to replace robots in bulk. Where are these robots? Because I do not see him. Certainly, there are some of the existing robots – we will have some in Dreamforce this year, wandering – but it will be very restricted, and it will be somewhat limited, and it comes to becoming what is possible in the long run. But let’s talk about where we are now. And where we are now that every company can be an agent, but we have to preserve the human being in the episode.