US EditionSalesforce Cut 4,000 Jobs Due to AI, CEO Marc Benioff Says
Salesforce's AI agents now manage nearly half of customer chats, reducing support staff from 9,000 to 5,000 and cutting support costs by 17%, CEO Marc Benioff said.
- Salesforce CEO Marc Benioff announced last week that the company cut 4,000 customer support jobs by reducing its support team from 9,000 to 5,000 employees using AI agents.
- Over a span of 26 years, the company accumulated more than 100 million sales leads that went uncontacted due to a shortage of personnel before it introduced AI solutions.
- Benioff explained on The Logan Bartlett Show podcast that AI agents now handle about half of support calls and work alongside humans supervised by an omni-channel supervisor to increase efficiency.
- He explained that the customer support team was downsized from around 9,000 to approximately 5,000 employees because fewer staff were necessary, adding that humans will continue to play an essential role alongside AI, which enhances overall productivity.
- These changes reflect broader tech trends where AI reshapes workforce roles, prompting cost cuts and efficiency, but companies like Salesforce affirm AI augments rather than replaces human work.
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23 Articles
23 Articles
Slash at SAP's Rival Salesforce.
·Berlin, Germany
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Salesforce sent 4,000 employees from its customer support team, reducing this total of about 9,000 to approximately 5,000 people, which represents a reduction of almost 45%. IA helped...
·Portugal
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Salesforce CEO Marc Benioff says his company has cut 4,000 customer service jobs as AI steps in: ‘I need less heads’
Billionaire tech boss Marc Benioff isn’t the only one replacing customer service roles with AI—Klarna and Microsoft have also slashed the departments.
·New York, United States
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Total News Sources23
Leaning Left5Leaning Right4Center6Last UpdatedBias Distribution40% Center
Bias Distribution
- 40% of the sources are Center
40% Center
L 33%
C 40%
R 27%
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