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Salesforce CEO Marc Benioff on why AI agents don’t mean the end of white collar work

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No company has made as big a bet on AI agents as Salesforce. In fact, Salesforce founder and CEO Marc Benioff almost changed the company’s name to “Agentforce” to reflect just how much its future depends on AI doing tasks for workers. And Benioff has not been afraid to eat his own dog…um, drink his own champagne. He calls Salesforce “customer zero” for its own products. AI agents now successfully resolve 85% of Salesforce’s customer service inquiries and qualify its own sales leads 40% faster than before the advent of AI.

Overall, Benioff says  these AI agents are so effective that they are now doing 30% to 50% of all the work within Salesforce itself. As a result, Benioff has announced that Salesforce won’t be hiring any additional software engineers, customer service agents, or lawyers. But the company is hiring sales people and “customer success” employees. Why? Because it turns out that building AI agents effectively still requires a good deal of learning and support—so Benioff wants to make sure there’s more Salesforce folks out helping customers adopt the AI tech.

It’s just one example of why Benioff told Fortune that he doesn’t agree with prominent AI startup CEOs, such as Anthropic’s Dario Amodei, who have predicted AI will result in a huge displacement of white collar workers. Benioff says there will still be plenty of jobs for humans, but exactly what they are may shift. Earlier this month, Fortune sat down with Salesforce founder and CEO Marc Benioff while he was visiting London. What follows is our conversation, edited for length and clarity.

Fortune: You’ve said that agents are now doing 30%-50% of work within Salesforce. What does that actually look like internally?

Benioff:  I’m looking at every single function and asking: how do we become an agentic enterprise?

Support is a great example. We’ve now done over a million conversations between customers and agents, and at the same time, there’s been about a million conversations between humans and customers. This has only been going on for six to nine months, and we’ve reduced our support cost by 17% so far.

The second piece is sales. We have so many leads that we can’t follow up on them all. Sales people basically cherry pick what leads they want to call back. Thousands of leads, tens of thousands of leads, hundreds of thousands of leads have never been called back. But in the agentic world, there’s no excuse for that. Every lead can be followed up on.

Fortune: With these efficiency gains, what is happening to the people who worked in customer support? Are they being transitioned to other roles, or are you shrinking the workforce?

Benioff: I’m constantly moving people around and reshaping the company. There’s a lot of scary narratives being planted by executives saying we’re getting big AI layoffs. But the thing about the AI we have—it’s not 100% accurate because it’s built on word models. Without our data set, these models are maybe 50% or 60% accurate. When you add in our data set, we’re getting 90% accuracy, but it’s not 100%. So you need the human in the loop. The humans are not going away. We’re being augmented by these technologies. We’re getting more productivity.

Fortune: You mentioned you’re not hiring engineers, support people, or even lawyers this year—only salespeople. What does this mean for younger people trying to enter these fields?

Benioff: We haven’t seen negative impacts play out. I think there are people doing a disservice to the psyche of business by saying things that may not be true. What I’m seeing is a lot more small and medium businesses, a lot more mid-market companies. There’s going to potentially be a lot more employment because everybody is augmented and has the ability to do more.

I think there’s going to be an explosion of small and medium businesses because they can do more, it’s easier to start one, you can create value more easily. We’re definitely seeing this in our business.

Fortune: How are you managing the transition internally when people need to move to new positions due to these efficiency gains?

Benioff: I don’t think it’s super complicated. We run something called Trailhead that we make available to customers and employees—you can get trained on all our products. We encourage all employees to do that, get certified, get badges, get trained. That gives them more mobility in the organization.

People need to be more flexible in their thinking. We encourage people to have a beginner’s mind. We tell them: with a beginner’s mind, you have every possibility. With an expert’s mind, you have a few. Which one is your choice? We have plenty of options. There’s nothing but opportunity. You can see all the open jobs we post externally and internally.

Fortune: There’s concern about AI leading to mass layoffs across the economy. Do you see that happening?

Benioff: I keep looking around, talking to CEOs, asking: what AI are they using for these big layoffs? I think AI augments people, but I don’t know if it necessarily replaces them. Even in radiology departments where AI can read scans, it’s not 100% accurate. The AI can read the scan, but it might get it wrong.

The reason is because a lot of this is still built on word models. Maybe there’s a future AI model that will be more accurate, but that’s not where we are right now. This is about humans and AI working together. I feel like I have a partner. But it doesn’t always get it right.

Fortune: Some worry that companies will create more of their own bespoke software using AI, potentially threatening traditional SaaS companies like Salesforce.

Benioff: It’s always been true that companies can DIY, but only certain companies can. Small and medium companies are not going to DIY because they don’t have big IT departments. But when you’re talking to a company like Barclays with 15,000 engineers, that’s where development teams have always looked at us as a potential competitor.

Apps will become more dynamic, where you’ll have the ability to dynamically generate apps. I’m seeing opportunities in that area, but we’re not at that point yet. Nobody can give me an example where someone has dynamically built an enterprise app out of AI. You can define an app in English now, which is exciting, but it’s still going to be built on a platform like ours with the same framework requirements.

Fortune: What’s your take on the current state of AI accuracy and capabilities?

Benioff: We need to be more real about what we have. We have this concept of intelligence coming out of these tokens, but it’s not that accurate. Users might have a model help them write a story, summarize it, edit it, translate it to Spanish or Arabic. And they’re like, “Oh, this is cool.” But at the end of the day, you’re still going to have to check it.

Every AI needs its own fact checker, and those fact checkers are humans, not AIs, because AIs can’t fact check because they don’t have that level of accuracy. The human has to stay in the loop.

Fortune: How do you see AI transforming different sectors?

Benioff: In healthcare, we don’t have enough doctors in small towns. There’s a company that spun out of Salesforce called Artera that has FDA certification for prostate cancer diagnosis and treatment plans. In our small town [where Benioff lives in Hawaii], we don’t have urologists or oncologists, so this can augment capability. It’s not a substitute for having specialists, but it can help.

In education, kids are using tools like Grammarly to write papers. But it’s not an excuse for teachers not to look at the Grammarly history to make sure kids are really learning. Education can be augmented, healthcare can be augmented.

But the burger shop, pizza shop, supermarket, dry cleaner, farmers market—a lot of the core of small towns probably won’t change that much. We’re probably not going to have any robotaxis around. No one’s going to get around to mapping our town for a while. This vision that we were sold that we’re just going to flip a switch and suddenly cars will start driving themselves, it turns out that wasn’t true. And I think that’s a good metaphor for what is going on in the AI industry more broadly. This is about humans and AI working together, not wholesale replacement of human beings.

Fortune: Tell me more about how you see that partnership between human and AI working? 

Benioff: I think we are all augmented in our ability to do our jobs. I feel like I have a partner, right? So, for example, every year I sit down to write the Salesforce business plan—and we use this process we call V2MOM [Vision, Values, Methods, Obstacles, and Measures.] I always sit to do that with a Salesforce executive and now I also work with AI, as a Trinity. And I will say, okay, here’s my whole plan, give me a grade on it. And the AI will say ‘B plus’  But why is it not ‘A’?  And it says, ‘Well, you left this out, right? You left that out.’ I’m like, ‘I did leave that out!’ It’s right. It’s very good, actually, at finding things that you’ve left out. So it’s good at finding gaps in your consciousness. I’ve been very impressed with that and it has altered my thinking a couple of times. But it’s you working with the system. AndI think that is a very empowering message for people and for enterprises. This is going to help your employees to be more productive and go forward faster. But it is not a wholesale replacement of human beings. Or if that opportunity exists, somebody needs to explain it to me, because, as the CEO of a 75,000 person company, I can’t figure it out.

Fortune: How does this change the way organizations are structured?

Benioff: It allows you to increase your span of control, reduce your layers [of management]. But people keep talking about how robots are going to wholesale replace departments. Where are these robots? Because I don’t see it. Sure, there are some robots out there—we’re going to have some at Dreamforce this year, walking around—but it is going to be very constrained, and it’s going to be somewhat limited, and it’s more about a vision for what’s possible over the long term. But let’s talk about where we are right now. And where we are right now is that every company can be an agentic enterprise but we have to keep the human in the loop.



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Hero bystander who tackled Bondi gunman praised by Trump, Ackman

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A bystander who rushed and disarmed one of the Bondi Beach attackers has won praise from leaders around the world, including US President Donald Trump and hedge fund billionaire Bill Ackman, who announced a reward program for community heroes.

Extraordinary footage of the civilian’s actions began circulating on social media on Sunday, shortly after two men, later identified as a father and son, started shooting into a crowd gathered to celebrate the first day of Hanukkah. The massacre has left at least 16 people dead in the worst terrorist attack in Australia’s history. 

Read More: Sixteen People Killed in Bondi Beach Hanukkah Terror Attack 

In the mobile-phone video, which has not been verified by Bloomberg News, one of the attackers is standing near a tree and firing. A few meters away, a crouched man emerges from behind a parked car. He grabs the shooter from behind and wrestles the weapon from his hands. Local media named the bystander as Ahmed el Ahmed, a 43-year-old father-of-two from south Sydney. He was shot twice and is being treated in the hospital, according to reports.

He was also soon lauded for his feat. Trump said at the White House that Ahmed had saved many lives and expressed “great respect” for him. In Sydney, New South Wales Premier Chris Minns went further, describing Ahmed’s wrestle with the shooter as “the most unbelievable scene I’ve ever seen.”

“That man is a genuine hero and I’ve got no doubt there are many, many people alive tonight as a result of his bravery,” Minns said at a press conference late Sunday.

Australian Prime Minister Anthony Albanese also praised Ahmed, and other bystanders who helped treat victims in the immediate aftermath of the shooting. 

“People rushing towards danger to show the best of the Australian character,” Albanese told reporters Monday. “That’s who we are, people who stand up for our values.” 

Pershing Square Capital Management’s founder Ackman called Ahmed  “a brave hero” and said his hedge fund firm would establish a reward program for people who had carried out similar acts.

The top donor to a gofundme page set up for the “hero” who tackled the shooter is listed as William Ackman, who gave $99,999. More than $170,000 has been raised so far. 

Salesforce Inc. Founder and Chief Executive Officer Marc Benioff also expressed his gratitude for Ahmed in a post on X.



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A ‘new era’ in the housing market is about to begin as affordability finally improves

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Next year should mark a shift in the housing market after years of largely being frozen in place, according to Mike Simonsen, chief economist at top residential real estate brokerage Compass.

Home sales flatlined amid unaffordable conditions after rising demand collided with tepid supply growth, pushing up home prices. Would-be buyers became so discouraged that demand cooled and remains slow.

Prices are now becoming more favorable for house hunters, a trend that should continue in 2026 and change the narrative in the housing market.

“In the next era, that story flips. So sales are starting to move higher, but prices are capped or maybe down. Incomes are rising faster than prices, and so affordability improves for the first time in a bunch of years,” Simonsen told CNBC on Friday. “It’s not a dramatic improvement, but it’s the start of the new era.” 

His view echoes a recent report from Redfin, which also cited stronger income and weaker homes prices as it predicted a “Great Housing Reset” in 2026.

In addition to potential buyers giving up on finding an affordable home, sellers have been giving up on finding someone willing to buy at the price they want.

As a result, the number of homes that were withdrawn from the market jumped this year. In June, these so-called delistings shot up 47% from a year earlier.

Simonsen said listing withdrawals tend to be owner-occupied homes, meaning they could be latent demand as well as supply. That’s because two transactions would be needed: owners want to buy a new home but must sell their current one.

“In an environment where conditions improve a little bit, we actually estimate that that’s a representation of shadow demand—people that want to move, people that have delayed moves for maybe four years now,” he said, adding that there are about 150,000 such homeowners.

His housing market outlook for a new era of improving affordability doesn’t depend on a steep drop in mortgage rates. In fact, a plunge might spur so much demand that prices would overheat.

Simonsen expects rates to stay in the low-6% range, allowing sales to grow while also keeping home prices in check as more inventory comes on the market.

The price environment is already showing auspicious signs for prospective buyers. More than half of U.S. homes have dropped in value over the last year, but homeowners can still sell with a net gain as values are up a median 67% since their home’s last sale, accordion to data from Zillow.

And a separate report fromZillow found that homebuyers are getting record-high discounts. While the typical individual discount remains $10,000, desperate sellers are increasingly offering multiple reductions as muted demand leaves homes on the market for longer. As a result, the cumulative price cut in October hit $25,000.

“Most homeowners have seen their home values soar over the past several years, which gives them the flexibility for a price cut or two while still walking away with a profit,” Zillow Senior Economist Kara Ng said in a statement last month. “These discounts are bringing more listings in line with buyers’ budgets, and helping fuel the most active fall housing market in three years. Patient buyers are reaping the rewards as the market continues to rebalance.”



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Attacker who killed US troops in Syria was a recent recruit to security forces

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A man who carried out an attack in Syria that killed three U.S. citizens had joined Syria’s internal security forces as a base security guard two months earlier and was recently reassigned amid suspicions that he might be affiliated with the Islamic State group, a Syrian official told The Associated Press Sunday.

The attack Saturday in the Syrian desert near the historic city of Palmyra killed two U.S. service members and one American civilian and wounded three others. It also wounded three members of the Syrian security forces who clashed with the gunman, interior ministry spokesperson Nour al-Din al-Baba said.

Al-Baba said that Syria’s new authorities had faced shortages in security personnel and had to recruit rapidly after the unexpected success of a rebel offensive last year that intended to capture the northern city of Aleppo but ended up overthrowing the government of former President Bashar Assad.

“We were shocked that in 11 days we took all of Syria and that put a huge responsibility in front of us from the security and administration sides,” he said.

The attacker was among 5,000 members who recently joined a new division in the internal security forces formed in the desert region known as the Badiya, one of the places where remnants of the Islamic State extremist group have remained active.

Attacker had raised suspicions

Al-Baba said the internal security forces’ leadership had recently become suspicious that there was an infiltrator leaking information to IS and began evaluating all members in the Badiya area.

The probe raised suspicions last week about the man who later carried out the attack, but officials decided to continue monitoring him for a few days to try to determine if he was an active member of IS and to identify the network he was communicating with if so, al-Baba said. He did not name the attacker.

At the same time, as a “precautionary measure,” he said, the man was reassigned to guard equipment at the base at a location where he would be farther from the leadership and from any patrols by U.S.-led coalition forces.

On Saturday, the man stormed a meeting between U.S. and Syrian security officials who were having lunch together and opened fire after clashing with Syrian guards, al-Baba said. The attacker was shot and killed at the scene.

Al-Baba acknowledged that the incident was “a major security breach” but said that in the year since Assad’s fall “there have been many more successes than failures” by security forces.

In the wake of the shooting, he said, the Syrian army and internal security forces “launched wide-ranging sweeps of the Badiya region” and broke up a number of alleged IS cells. The interior ministry said in a statement later that five suspects were arrested in the city of Palmyra.

A delicate partnership

The incident comes at a delicate time as the U.S. military is expanding its cooperation with Syrian security forces.

The U.S. has had forces on the ground in Syria for over a decade, with a stated mission of fighting IS, with about 900 troops present there today.

Before Assad’s ouster, Washington had no diplomatic relations with Damascus and the U.S. military did not work directly with the Syrian army. Its main partner at the time was the Kurdish-led Syrian Democratic Forces in the country’s northeast.

That has changed over the past year. Ties have warmed between the administrations of U.S. President Donald Trump and Syrian interim President Ahmad al-Sharaa, the former leader of an Islamist insurgent group Hayat Tahrir al-Sham that used to be listed by Washington as a terrorist organization.

In November, al-Sharaa became the first Syrian president to visit Washington since the country’s independence in 1946. During his visit, Syria announced its entry into the global coalition against the Islamic State, joining 89 other countries that have committed to combating the group.

U.S. officials have vowed retaliation against IS for the attack but have not publicly commented on the fact that the shooter was a member of the Syrian security forces.

Critics of the new Syrian authorities have pointed to Saturday’s attack as evidence that the security forces are deeply infiltrated by IS and are an unreliable partner.

Mouaz Moustafa, executive director of the Syrian Emergency Task Force, an advocacy group that seeks to build closer relations between Washington and Damascus, said that is unfair.

Despite both having Islamist roots, HTS and IS were enemies and often clashed over the past decade.

Among former members of HTS and allied groups, Moustafa, said, “It’s a fact that even those who carry the most fundamentalist of beliefs, the most conservative within the fighters, have a vehement hatred of ISIS.”

“The coalition between the United States and Syria is the most important partnership in the global fight against ISIS because only Syria has the expertise and experience to deal with this,” he said.

Later Sunday, Syria’s state-run news agency SANA reported that four members of the internal security forces were killed and a fifth was wounded after gunmen opened fire on them in the city of Maarat al-Numan in Idlib province.

It was not immediately clear who the gunmen were or whether the attack was linked to the Saturday’s shooting.



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