Zach Stauber’s day begins before the first customer support ticket even lands in the queue. Stauber, a support agent manager at Salesforce, a global company that provides businesses with a customer relationship management (CRM) platform, manages a fleet of generative AI support agents across support, sales, and marketing on a platform the company calls. Stauber describes his routine this way: “Data, Data, Data. I start and end my day in dashboards, scorecards, and agent observability monitoring.” He focuses on how the AI agents are working, but also how they are learning and adapting—much like how a traditional manager might walk the floor, check in with a struggling employee, or huddle with a team on a tricky case.

Salesforce offers a glimpse into what the future of digital work will look like across industries. The Agentforce platform, which Salesforce is using itself and selling to client companies, now autonomously resolves nearly 74% of the company’s inbound customer support cases. Dozens of digital “employees,” all AI agents, are resolving customer issues, drafting personalized emails, and routing more complex cases to human specialists. Each AI agent operates semi-autonomously, learning from feedback, collaborating with other AI agents, and escalating to human support agents when the task is more complex than they can handle, creating a hybrid workforce.

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