Subj : Salesforce CEO says it cut 4,000 support jobs - and replaced them
To   : All
From : TechnologyDaily
Date : Tue Sep 02 2025 13:15:09

Salesforce CEO says it cut 4,000 support jobs - and replaced them with AI

Date:
Tue, 02 Sep 2025 12:03:00 +0000

Description:
Salesforces customer support headcount has dropped from 9,000 to just 5,000  
thanks to AI.

FULL STORY
======================================================================Salesfor
ce has replaced thousands of workers with agentic AI CEO Marc Benioff said he 
need[s] less heads to clear a backlog Humans still bring valuable creativity, 
but AI adds efficiency 

Salesforce CEO Marc Benioff has revealed the company has nearly halved its 
customer support workforce, replacing thousands of jobs with AI agents. 

In a podcast interview with Logan Bartlett on YouTube , Benioff brutally 
stated: I need less heads, noting how instead of using human power, 
Salesforce is now using AI to process around 10,000 leads weekly. 

Yet in the same interview, Benioff noted a lack of human resources had caused 
the company to accrue a backlog of 100 million uncalled leads over 26 years. 
Salesforce slashes customer service headcount 

The 45% drop from 9,000 to 5,000 comes as the companys own AI platform, 
Agentforce , now handles around half of all customer conversations (around 
1.5 million interactions)  some human workers remain to handle the rest. 

The remaining workers arent free of AI, either  theyll be working under what 
Benioff calls an omni channel supervisor who is kind of helping those agents 
and those humans work together. 

It seems that customer satisfaction scores from AI and human interactions 
have remained about the same, which could spell out a troubling future for 
human customer service workers. 

Benioff framed AI tools as a way to address labor shortages as well as its 
cost-cutting benefits  it now handles around 30-50% of work in some areas, 
like support. 

Looking ahead, the CEO (who previously stated that todays generation of CEOs 
is the last to only manage human workers) believes that every company is now 
on a path to become an agentic enterprise. 

Despite his preference for replacing human workers with AI, Benioff still 
criticized companies for not hiring fresh grads, slating them for missing an 
opportunity. Young talent who embrace agentic AI are among the most likely to 
succeed. 

Clearly, then, its about striking the right balance of productivity, with 
Benioff himself acknowledging both the uniqueness and creativity of humans, 
and the need for AI guardrails. You might also like Worried about the 
changes? Here are the best job sites and best recruitment platforms The best 
online learning platforms help you prepare for the future Salesforce says its 
time for the digital labour revolution



======================================================================
Link to news story:
https://www.techradar.com/pro/salesforce-says-it-cuts-4-000-support-jobs-and-r
eplaced-them-with-ai


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