Salesforce Agentic Cannibalization: 84% of Own Support Automated, Stock Down 26%, AWU Metric Under Fire
FourWeekMBA·high signal
Salesforce handled 380,000+ customer support interactions with its own Agentforce agents — 84% fully resolved without humans, only 2% requiring escalation. The better Agentforce gets, the fewer Service Cloud seats customers need. Stock dropped 26% as investors questioned the durability of seat-based licensing. CIO magazine called the AWU metric 'a shiny new metric that tells CIOs little of value,' while Salesforce processed 2.4 billion AWUs in Q4 with 771 million in the fourth quarter alone.