From one CX giant battling with the implications of its own AI to another reimagining the future of CCaaS-CRM integrations, here are extracts from some of our most popular news stories over the past seven days.<\/p>\n
Marc Benioff, CEO of Salesforce<\/strong>, has confirmed that his company is considering how to reutilize its contact center team.<\/p>\n The news comes after the CRM leader revealed that\u00a0Agentforce now resolves 85 percent of its customer contacts.<\/a><\/p>\n That seemed to create a labor overload, with the CEO previously suggesting that\u00a0Salesforce is \u201creducing headcount\u201d in the contact center<\/a>.<\/p>\n However, in a new interview, Benioff stressed that he hopes to retain much of that talent and support them in transitioning between roles at the company.<\/p>\n \u201cI oversee about 9,000 support agents at Salesforce out of our 75,000 employees,\u201d said Benioff during an appearance on the\u00a0TECHtalk podcast<\/a>.<\/p>\n I believe about half of those agents will be able to transition into other roles \u2014 revenue positions like SDRs (Sales Development Representatives) and BDRs (Business Development Representatives) \u2014 because we\u2019ve already shifted half a million conversations to the agentic layer.<\/p><\/blockquote>\n Notably, Salesforce customer Gucci took a similar approach after implementing Agentforce.<\/p>\n Instead of cutting staff, it reskilled live service agents as sales reps. Since then, the fashion house has boosted its contact center revenue by 30 percent. (Read on…).\u00a0<\/a><\/p>\n ChatGPT is letting users shop directly from their search results, OpenAI announced today.<\/p>\n The news comes as search is\u00a0becoming increasingly popular through ChatGPT, with over one billion searches last week alone.<\/p>\nOpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership<\/a><\/h2>\n