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SaaS will transform to service as-a-software
In 2025, the biggest innovations will be around agentic AI. It will force companies that sell software-as-a-service to offer service-as-a-software. Take a company like Salesforce. Today, their revenue comes from per seat sales. But with AI and automation, if the number of people their customers have reduces, so will their revenue. So now, they are moving towards selling AI agents. They’ll tell their customers, instead of your salesperson doing it, my AI agent will do it. And the pricing could be outcome based, say, the number of tickets the AI agents close.
Pari Natarajan | CEO, ZINNOV
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