Burnout to breakthrough AI agents will unlock productivity and growth

Labour markets in advanced economies, including Australia, are the tightest they've been in two decades, with unemployment at 4.1 per cent. Meanwhile, consumer expectations are soaring due to the introduction of AI models, placing increased pressure on front-line employees.

Consumer Demand Puts Pressure on Front-Line Employees

Consumers now expect more, with their last great experience setting a new benchmark. Salesforce global research found that 69% of consumers expect consistent interactions across departments, while 60% prefer fewer touchpoints. Nearly half said a poor customer service experience would deter repeat purchases.

Employees are feeling the strain. A study by Robert Half revealed 80% of Australian employees report burnout, citing heavy workloads and understaffing. Additionally, Salesforce research shows employees spend 41% of their time on low-value, repetitive tasks.

A Breakthrough Mindset Meets a Breakthrough Technology

AI agents can create an elastic and abundant workforce, unlocking productivity and growth. Traditional solutions like chatbots and copilots fall short, but agentic AI can autonomously handle complex tasks, tapping into data and reasoning within workflows.

Unlocking Human Potential and Productivity Gains

Agentic AI introduces technology with agency—capable of anticipating needs and taking action. A Futurum report projects it will automate tasks worth over $6 trillion globally by 2030.

Businesses can scale their workforce to meet demand while freeing employees from repetitive tasks. Emerging research shows AI enhances human cognitive capabilities, enabling higher-order thinking and creativity.

The integration of AI agents will transform operations, creating hybrid workforces and new ways of working. Australian businesses can adopt an abundance mindset, driving productivity and growth to meet customer demands and support employees.

Frank Fillmann is EVP and general manager, Salesforce ANZ.