Recently, senior executives at Salesforce have admitted, both internally and publicly, that they massively overestimated Al's capabilities. They have found that Al simply can't cope with the complex nature of customer service and totally fails at nuanced issues, escalations, and long-tail customer problems. They even say that it has caused a marked decline in service quality and far more complaints.
But the problems go far deeper than that.
Both employees and executives have said that the company is wasting countless resources on firefighting to stabilise operations since the mass AI layoff. Employees have to spend so much time stepping in to correct the wildly wrong AI-generated responses that Al is wasting more time than it saves.
In other words, this AI reduces productivity, not increases it.
Next time you're told to buy Salesforce $CRM, think again.
byu/bessygo ininvesting
Posted by bessygo
7 Comments
Yea but you’re assuming AI is stagnant
You don’t understand the CRM business if you think they’re paid to increase productivity.
I hate Salesforce just like every other developer out there, but i realize what they do is important to the company. They keep people employed.
You don’t need to invest in internal tooling that’s better since the person who set up Salesforce CRM over at your competitor and spent a couple of tens of millions over 3 years is now working at your shop with a familiar interface.
Entire legions of middle management corporate employees are completely invested in the “skills” that justify six figure paychecks. They’re not going anywhere anytime soon, if anything, you’ll have businesses pointing to their Salesforce CRM setups as “evidence” of them doing something . . anything . . with AI beyond what chatbots offer.
Is this post writen by AI? 🤔
Owning any software company that is not Mag7 is a big no for me. AI is going to keep disrupting the space in ways we can’t predict, and SalesForce, Adobe, etc. are simply not big enough to be immune.
I could have told you that after every freaking phone call to a robot.
They literally will be made irrelevant by Claude cowork
AI is “The Metaverse” all over again.