The way that software is sold traditionally has been so simple: just license it, add seats for all employees, and charge annual or monthly subscriptions. The so-called per-seat license led to the phenomenal success of companies like Salesforce and Adobe. Teams were paying for every employee that logged onto a CRM screen or a creative tool. Simple, scalable, and super profitable indeed.
Yet that paradigm's foundation is trembling now. The ascendance of AI agents, automation, and outcome-based systems makes the latter-day software companies recompute everything. The moment is not very well removed from what many of its outstanding luminaries have dubbed SaaSpocalypse 2026: what they term to be the belting of conventional models in pricing and delivery of software by a new reality of software operating autonomously to produce outcomes without human intervention.
This, in turn, has led companies like Salesforce and Adobe to shift to something different: Service as Software. Selling the results, as opposed to the means to get those results.
The Problem With the “Per-Seat” Software Model
The "per seat" approach was a valid solution to that problem for a human-driven world. Every employee needs software to perform their job, from sales teams needing CRM software to designers needing design tools to marketing professionals needing automation tools.
But AI is changing this equation.
Today, it is possible for a single AI agent to accomplish the tasks of many employees. The AI agent can analyze customer data, produce reports, create creatives, and even communicate with customers. This means less need for human end-users. And if there are fewer end-users, there will be less need for software seats.
This creates a serious problem for software companies.
If customers don’t need 100 employees using the software but instead need 10 employees using artificial intelligence agents, then the revenue generated by seat-based pricing decreases significantly. The traditional model crumbles.
What Is “Service-as-Software”?
Service-as-Software is a shift from selling tools to delivering outcomes. Instead of providing software that customers must operate, companies provide systems that perform tasks automatically and deliver results directly.
Think of it this way:
Old model: “Here is the software. You use it.”
New model: “Here is the outcome. We deliver it for you.”
This is a major transformation. The software becomes invisible. What customers pay for is not access—but results.
For example:
Instead of selling CRM seats, Salesforce may charge based on leads generated or deals closed.
Instead of selling design tool licenses, Adobe may charge based on creatives produced or campaigns completed.
The focus shifts from usage to value.
Why Salesforce Is Leading This Shift
While the software giant has built its empire on per-user CRM subscriptions, the advent of AI technologies like autonomous sales agents could lower the number of end users.
To adapt, Salesforce is investing heavily in AI-powered services that can:
Respond to customer queries automatically
Create sales insights and recommendations
Manage the workflow without human intervention
Predict customer behavior and opportunities
This implies that, instead of receiving an actual software product, the customers will be provided with an "automated sales assistant
Salesforce is gradually shifting towards a pricing model based on performance and automation outcomes rather than the number of users.
This will safeguard its business from experiencing a loss of revenues as AI replaces the need to manually use software.
Adobe’s Transformation: From Creative Tools to Creative Outcomes
Adobe has traditionally had an enormous presence in the field of creative computer software, with titles such as Photoshop, Illustrator, and Premiere. All of these programs require a human individual to use them. Nevertheless, these days, images, videos, and designs are created instantly by AI.
On the side of Adobe, the firm has developed a counteraction by going “beyond tools, toward a more intimate involvement with AI.” What was available was simply the tools of Adobe; now the company has moved toward offering creative services through AI.
This includes:
Automatic image generation
AI-Assisted Video Editing
Automated marketing content creation
Brand-specific creative production
Businesses could be forced to soon shell out not to Adobe for using the tools, but depending on the number of creatives or campaigns launched. In so doing, this changes the nature of Adobe’s business from being a provider of tools to being a provider of creators.
Enterprise AI in Action: Agentforce and Adobe Firefly
Two powerful examples of how AI is reshaping business workflows are Agentforce by Salesforce and Adobe Firefly. Agentforce represents Salesforce’s push toward autonomous AI agents that can handle tasks like customer support, lead qualification, and workflow automation without constant human input. These AI agents operate inside CRM systems, helping companies respond faster, reduce manual work, and improve customer experience at scale.
On the creative side, Adobe Firefly is transforming content production by enabling businesses to generate images, marketing visuals, and design assets using simple text prompts. This allows marketing and PR teams to create high-quality content in minutes instead of days.
Together, tools like Agentforce and Adobe Firefly signal a shift where AI is not just assisting humans—but actively executing operational and creative tasks, improving speed, efficiency, and scalability across modern enterprises.
The Role of AI Agents in This Transformation
At the heart of this evolution are AI agents.
Unlike existing softwares, AI Agents can:
Work independently
Make Decisions
Complete tasks independently of supervision.
Learn and Improve Over Time
This minimizes the need for human interaction with software interfaces.
Instead of having to log in to a dashboard to access the information, the business simply asks for the
For example,
“Generate a marketing campaign”
“Find and qualify sales leads”
“Design product creatives”
The AI agent performs the task, and the company pays for the outcome.
This is the basis of Service-as-Software.
New Pricing Metrics Shift from Seats to Outcomes
Software companies are moving away from traditional per-seat pricing and introducing usage-based models that reflect actual AI output and customer interaction.
Salesforce – Cost-Per-Conversation:
Salesforce now charges businesses based on the number of AI-driven customer conversations handled by its platform. Instead of paying for each employee using the software, companies pay for each interaction the AI manages—whether it’s answering customer queries, resolving service requests, or assisting with sales. This ties cost directly to customer engagement and support volume.
Adobe – Cost-Per-Generation:
Adobe has introduced a pricing model based on the number of AI content generations. Businesses pay depending on how many images, designs, or creative assets are generated using Adobe’s AI tools. This aligns pricing with creative output rather than the number of designers using the platform.
What This Means:
This shift reflects a broader transition from paying for software access to paying for measurable AI productivity and results. Companies are no longer buying licenses—they are buying outcomes.
Why Outcome-Based Pricing Makes More Sense
Outcome-based pricing aligns software costs with business value. In the old model, companies paid regardless of whether they achieved results. In the new model, they pay based on what they actually receive.
Benefits include:
Better ROI for customers – They pay only for results.
Higher efficiency – Less manual work required.
Stronger alignment – Software providers are incentivized to deliver value.
Lower operational complexity – Reduced need for training and management.
This creates a win-win situation for both software companies and customers.
Key Differences Between Traditional SaaS and Service-as-Software
Traditional SaaS:
Based on per-user subscriptions
Requires manual operation
Focuses on software access
Revenue depends on number of users
Service-as-Software:
Based on outcomes or performance
Operates autonomously using AI
Focuses on results
Revenue depends on value delivered
This shift fundamentally changes how software businesses operate.
Why This Shift Is Necessary for Survival
Software companies are not changing by choice—they are changing because they must. The rise of AI threatens the very foundation of their revenue models. If companies continue relying only on seat-based pricing, their growth may stall or decline.
The SaaSpocalypse of 2026 represents a turning point where software must evolve from passive tools into active service providers. Companies that fail to adapt risk becoming irrelevant. Those that embrace Service-as-Software will unlock new revenue streams and remain competitive in an AI-driven world.
How Businesses Will Benefit From This Change
This transformation will reshape how businesses use technology. Instead of managing multiple tools and teams, businesses can rely on automated services that deliver results directly.
Major advantages include:
Faster execution of tasks
Reduced dependence on large teams
Lower operational costs
Improved scalability
Access to advanced capabilities without hiring specialists
This allows businesses to focus on strategy while AI handles execution.
Challenges and Risks of Service-as-Software
While promising, this shift also brings challenges.
Key concerns include:
Loss of control over processes
Dependence on AI providers
Pricing transparency issues
Data privacy and security risks
Transition costs for existing customers
Software companies must carefully manage this transition to maintain trust.
The Future: Software That Works for You
We are entering a new era where software no longer waits for commands—it acts. Instead of tools, businesses will use intelligent services. Software will become invisible infrastructure working in the background.
Companies like Salesforce and Adobe are not just updating their products. They are redefining what software means.The winners of this transformation will be those who deliver outcomes, not access.
FAQ: Service-as-Software and the Future of SaaS
1. What is Service-as-Software?
Service-as-Software is a model where software delivers results automatically instead of requiring users to operate tools manually. Customers pay for outcomes rather than access.
2. Why are Salesforce and Adobe moving away from per-seat pricing?
AI reduces the need for human users. Fewer users mean fewer software seats. To maintain growth, these companies are shifting to outcome-based pricing models.
3. How does AI enable Service-as-Software?
AI agents can perform tasks independently, make decisions, and deliver results without human involvement. This allows software to function as a service provider.
4. Will traditional SaaS disappear completely?
Not immediately. Traditional SaaS will continue to exist, but it will gradually evolve into hybrid models that combine tools with automated services.
5. How will this affect businesses?
Businesses will benefit from greater efficiency, lower costs, and faster results. They will rely more on automated services instead of manual software usage.
Conclusion
The software industry is undergoing its biggest transformation in decades. The shift from per-seat subscriptions to outcome-based services marks the beginning of a new era.
Salesforce and Adobe are not abandoning software—they are reinventing it. Service-as-Software represents the future, where businesses don’t just use tools—they receive results.
This shift will redefine how companies operate, compete, and grow in the AI-powered economy.
