Salesforce CEO Marc Benioff has suggested that the company may revert to a seat-based pricing model for its agentic AI offerings after testing usage-based and conversation-based pricing structures. This change responds to customer feedback emphasizing a strong preference for pricing that is both predictable and flexible. In recent discussions, Benioff acknowledged that Salesforce initially experimented with various innovative pricing approaches for its AI products, including usage and conversation-based models. However, these approaches introduced complexities and unpredictability that some customers found difficult to manage. Returning to seat-based pricing aims to address these issues by offering simpler and more transparent cost structures. Benioff reflected on the early phase of Salesforce’s AI product, Agentforce, noting the company’s eagerness to innovate and meet evolving client needs. He said, “When we first started with Agentforce, we tried multiple pricing approaches to find what would best serve both the business and our customers. While usage-based models seemed promising, we learned that predictability in pricing was paramount. ” Looking forward, Salesforce envisions AI pricing models that balance innovation with stability, providing customers with options suited to diverse use cases while ensuring clarity in billing.

The company recognizes significant opportunities to refine these models to better align with customer priorities and ongoing technological advancements. Furthermore, Benioff highlighted the increasing value customers gain from Salesforce’s AI-enhanced products. Many clients reported substantial improvements in efficiency and productivity, often achieving “three or four times” the business outcomes using Salesforce AI solutions. This amplified return emphasizes the importance of aligning pricing strategies to reflect the transformative impact of AI while keeping them fair and accessible. Salesforce continues to explore ways to improve its agentic AI offerings and pricing models. As more businesses adopt AI technologies, the demand for flexible yet understandable pricing grows. The company remains committed to collaborating closely with customers to develop solutions that empower their operations and deliver measurable value. In summary, Salesforce’s evolving AI pricing approach demonstrates a commitment to customer-centric innovation. Although the company initially experimented with different pricing frameworks, customer demand for predictable, flexible, and transparent models is leading Salesforce back to seat-based pricing. This approach supports Salesforce’s broader mission to provide impactful AI technologies that generate significant business results for its clients.