Salesforce Reinvests Average of 4.6 Hours Saved Weekly via AI into 'Customer Value Creation'

Salesforce Japan Co., Ltd. (HQ: Chiyoda-ku, Tokyo; Chairman and President: Shinichi Koide; hereinafter 'Salesforce') conducted an internal survey to verify the changes in employee work styles and organizational management as it utilizes AI agents as its first user (Customer Zero).

While AI utilization often remains limited to individual productivity improvements, Salesforce is actively reinvesting the time generated according to its organizational strategy. The survey revealed a transformation into an 'Agentic Enterprise', where humans and AI collaborate.

AI Agent Utilization Overview Salesforce utilizes Web Agent and Engagement Agent in the sales and Inside Sales (SDR) domains, and Help Agent in the customer support domain. Web Agent is an AI agent that understands the intent and context of website visitors, autonomously handling inquiries from sorting to facilitating self-resolution. Engagement Agent is an AI agent for SDRs that automates lead nurturing and qualification, handling tasks from outreach to meeting scheduling. Slackbot is a personal AI agent for employees that assists with information gathering and action execution across conversations, files, calendars, Salesforce data, and enterprise applications within Slack.

Survey Highlights: The Reality of an Organization Where AI and Humans Collaborate

1. 'Division of Roles' Between AI and Humans Accelerates Organizational Change Clarification of Roles: 95.6% of employees clearly realize the difference between 'tasks that AI should handle' and 'roles that humans should perform', indicating that organizational change based on collaboration with AI is underway.

While 31.1% of general employees 'strongly feel' the difference between these tasks and roles, that figure reached 48.9% among managers. This suggests managers are increasingly recognizing the work of managing AI as an 'organizational workforce' alongside team members.

Organizational Transformation: 57.6% Answered 'Organizational Change is Occurring' 57.6% of respondents stated that organizational change is already happening. This is backed by 'advancement in role division' (30.8%) and 'changes in personnel and resource allocation' (26.8%), highlighting that AI adoption impacts both work methods and personnel deployment.

2. Reinvesting an Average of '4.6 Hours' Created Weekly into 'Customer Value' By utilizing AI agents, Salesforce creates an average of 4.6 hours per employee per week, which is reinvested into two priority areas based on management strategy.

Strengthening Customer Support: By shifting created resources to planning (52.7%) and customer dialogue (41.6%), the company is strengthening its ability to accompany customers as they rapidly advance their own AI-driven business transformations.

98.4% of employees use the personal AI agent 'Slackbot' in their daily tasks. Skills that 75.9% of employees started consciously polishing after utilizing AI agents included 'the ability to ask the right questions' (multiple answers allowed), and 58.4% cited 'critical thinking'.

Additionally, 89% of employees indicated a change in consciousness, seeking 'higher precision or value' than before, revealing a shift in employee roles toward tasks that 'only humans can perform', such as 'higher-level customer proposals', 'strategic decision-making', 'support requiring empathy', and 'complex problem solving'.

Concrete Business Impact and Role Shifts via 'AI Agents' AI agent utilization at Salesforce is beginning to change the structure of opportunity creation and service costs.

Sales/Inside Sales (SDR) Domain: AI agents autonomously make decisions and execute at the forefront of customer touchpoints, reducing lead forwarding to SDRs. Employees focus on advanced strategic negotiations based on customer information and dialogue history organized by AI.

Customer Support Domain: Achieved a 68% AI self-resolution rate. As AI agents handle more autonomous resolutions, the role of the support organization has shifted from 'passive response' to 'high-level problem solving', with employees focusing on human support requiring empathy.