At Dreamforce on September 15, Salesforce announced it now charges for Agentforce service agents only when a customer's issue is resolved, not when an agent hands it off to a human, SiliconANGLE reported.
Outcome-based pricing shifts risk from buyer to vendor. It rewards agents that actually finish the job, and it exposes the vendor to the cost of agent failures. For enterprise software, which has long sold seats and consumption, it is a significant change in how AI value is monetized.
Expect competitors to face pressure to match, particularly in customer service, where outcomes are easy to define and measure.
Source: SiliconANGLE