AI transition brings challenges but promises new job creation

By [Professional News Editor]

BENGALURU: Salesforce's Arundhati Bhattacharya, President & CEO of Salesforce - South Asia, highlighted the evolving synergy between humans and autonomous agents during a recent address. While acknowledging the transitional challenges, she emphasized the emergence of new job roles like:

• Unstructured engineers
• ML engineers
• Prompt engineers

"There will be some pain in transition," Bhattacharya stated. "But at the end of the day, you will find many new jobs being created - jobs that didn't exist before, such as those focused on retrieval-augmented generation (RAG)."

Salesforce's AI Innovations

Salesforce has developed Agentforce, an autonomous AI application that:

• Provides 24/7 multilingual customer support
• Maintains security protocols
• Knows when to escalate to human employees

"Agentforce allows humans to become more human," Bhattacharya explained, sharing how it assists with call summaries, training evaluations, and even provides objective feedback on presentation skills.

Current AI Adoption Metrics

• 30% of Salesforce's code is currently AI-generated
• Projected to reach 50% by year-end
• Achieves 93% accuracy for a European airline client
• Handles 84% of Salesforce's own helpline queries
• Reduced escalations by 50%

Industry Impact

Major clients like Air India have already implemented Agentforce, reporting significant improvements in refund processing times. While macroeconomic factors have created a cautious climate among some clients, Salesforce continues expanding its Indian operations, including:

• Trailhead online learning platform
• 3.9 million+ members in India's Trailblazer community

"The nature of jobs will change," Bhattacharya concluded, "but new opportunities will emerge as AI becomes more integrated into our professional lives."