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SalesforceNYSE: 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
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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%.
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