Salesforce NYSE: CRM said its artificial intelligence product adoption is expanding across its customer base, with management highlighting growing demand for agentic workflows, consumption-based offerings and industry-specific AI applications during its Q2 fiscal 2027 investor webinar.
Conor Marsden, Salesforce’s President of Sales and Chief Consumption Officer, said the company has restructured its platform around four elements needed for successful AI agents: trust, action, agency and interface. He said Salesforce combines a data and trust layer, its established applications and workflows, AI agents, and interfaces including Lightning, Slack, Microsoft Teams and the newly announced Claude-related offerings.
AI Adoption and Customer Examples
Marsden said more than 10,000 customers are using at least one Salesforce AI product, while the number of customers with Salesforce AI products in production has roughly doubled since February. He said the company is increasingly seeing customers add second, third and fourth AI solutions after initial deployments.
Salesforce reported that Agentforce and data annual recurring revenue rose more than 200% to $3.9 billion, while Agentforce ARR increased 200% to $1.5 billion. The company also said agentic work units, or AWUs, rose 97% to $7 billion. Marsden characterized AWUs as a measure of work being conducted on the platform.
Management cited several customer deployments as examples of adoption:
- SharkNinja launched service and shopper agents and reported a 6% increase in conversion. Its custom “unboxing agent” for espresso machines achieved a 93% resolution rate, with 7% of interactions escalated to a human, according to Marsden.
- Dell uses Salesforce for supply-chain requests across 19,000 employees, saving roughly 30 hours per week per team, Marsden said.
- Live Nation deployed an agent for its BottleRock festival within 30 days, handling 37,000 guest interactions, with plans to expand the capability to additional festivals.
- Wyndham deployed a contact-center agent that produced a 25% decrease in average handle time, according to Salesforce.
Marsden said Salesforce has approximately 600 “builders,” employees embedded with sales teams to help customers deploy AI products, and plans to more than double that investment by year-end. He said out-of-the-box agents can be deployed in 30 to 45 days, while AI coding tools have improved the speed of Salesforce environment configurations by 40%.
He also said a global retailer that had received an internal estimate of 35 weeks for a custom contact deployment instead went live with Salesforce in six weeks.
Pricing Shifts Toward Outcomes and Flexibility
Bill Patterson, Salesforce’s President and Chief Commercial Officer, said the company is simplifying its AI pricing after iterating through multiple models. The company is emphasizing outcome-based pricing for certain agents, along with Flex Credits, pay-as-you-go options and broader enterprise agreements.
Under outcome-based pricing, Patterson said help agents such as Casey are priced based on resolutions delivered. “If they do not resolve the issue, you do not pay for the offering,” he said.
Patterson said Salesforce does not want customers focused on token consumption or AWUs. Instead, the company wants pricing to reflect business outcomes such as leads processed, orders managed or customer cases resolved. He said Salesforce expects to expand outcome-based pricing across sales, service and other areas of its platform.
The company is also packaging work capacity into “headless” add-ons, which are designed to provide users access to AI-powered workflows outside of the traditional full Salesforce application interface. Those add-ons can be included with higher-tier Agentforce, sales, service and industry offerings, according to Patterson.
Marsden said the pricing structure is intended to address customer concerns over unpredictable AI costs. Flex Credits can be used across data products and agents, while unlimited agreements can provide more predictable spending for organizations using multiple Salesforce products, he said.
Slack, Claude and Model Choice
Salesforce executives described Slack as a key interface for AI adoption and said the company expects Slackbot to be monetized through Slack’s per-user subscription model. Patterson said users will receive included Slackbot capacity, with additional capacity available through Flex Credits for heavier usage.
Salesforce’s recently announced partnership with Anthropic and its Claudeforce initiative will not limit Slack’s revenue opportunity, Patterson said. Rather, he said, integrating external AI models and productivity systems into Slack should increase user engagement, retention and platform usage.
Valmik Desai, Salesforce’s senior director of investor relations, said Slack posted its strongest net-new annual contract value performance since Salesforce acquired the company during the second quarter. He also said upgrades have tripled since Slackbot became generally available.
On model selection, Patterson said customers can bring their own models to Agentforce and choose models for particular prompts or workflows. Salesforce plans to continue selecting what it considers the best initial models for use cases while allowing customers to override those choices, he said.
Marsden said Salesforce is working with frontier-model providers and open-source models, with the goal of abstracting model complexity for customers. The company’s focus is on using the appropriate model to achieve a desired outcome at the appropriate cost, he said.
Industry Clouds and Sales Motion
Management also pointed to opportunities in industry-specific products, particularly financial services, health care, consumer goods and life sciences. Patterson said Life Sciences Cloud, introduced less than a year ago, has become one of Salesforce’s fastest-growing industry clouds.
Marsden said Salesforce is seeing a major upgrade cycle in life sciences and described the market as largely greenfield for the company. He said Salesforce can offer data, workflow, agency and interface layers together rather than solely a standalone application.
Finally, Marsden said Salesforce is changing its sales approach by linking a portion of frontline seller compensation to consumption and deployment. The objective is to encourage customers to realize value from their initial purchases before expanding into additional applications and AI agents.
About Salesforce (NYSE:CRM)
Salesforce, founded in 1999 and headquartered in San Francisco, is a global provider of cloud-based software focused on customer relationship management (CRM) and enterprise applications. The company popularized the software-as-a-service (SaaS) model for CRM and has built a broad portfolio of products designed to help organizations manage sales, service, marketing, commerce and analytics through a unified, cloud-first platform.
Core offerings include Sales Cloud for sales automation, Service Cloud for customer support, Marketing Cloud for digital marketing and engagement, and Commerce Cloud for e-commerce.
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