Enterprise CX Market Shaken as AI-Powered Workflows Redefine SaaS Economics

The traditional per-seat software-as-a-service (SaaS) model is facing an existential threat as artificial intelligence (AI) proves capable of resolving multi-step workflows without human intervention.

Microsoft, Salesforce, and Zoom are rewriting their commercial models to capitalize on this shift, collapsing the boundaries between CRM and contact centers.

Salesforce reported a 97% quarter-over-quarter increase in Agentforce Work Units, with its CEO framing the move as a practical shift: 'AI is amplifying the value of our platform.'