Salesforce recently announced a reduction of 4,000 customer support positions, replacing them with artificial intelligence (AI) agents, as stated by CEO Marc Benioff. He discussed this change while addressing the impact of new technology on the workforce at his $248 billion software company during an episode of the “Logan Bartlett Show” podcast released on Friday.
Benioff noted his success in streamlining the workforce, lowering the number of support staff from 9,000 to roughly 5,000. AI has been a key factor for Salesforce, providing tools like AgentForce to enhance services for its clients and other businesses.
Reflecting on these shifts, he recalled that just a year ago, Salesforce operated a service cloud wherein 9,000 personnel managed various data tasks like creation and deletion. However, he expressed that managing a workforce that includes both humans and AI agents isn’t a daunting prospect for him.
“I don’t see myself as a dystopian,” Benioff remarked. “This is reality as I perceive it.” He emphasized a practical approach to integrating AI into their operations.
Interestingly, just months ago, he had indicated that AI was handling 30-50% of tasks at Salesforce—automating roles related to engineering, coding, and customer support. This surge in AI utility followed the release of OpenAI’s ChatGPT in late 2022, leading to significant advancements and investments in the field.
Fox News Digital reached out to Salesforce seeking further comments about these job cuts, but did not receive an immediate response.
| Ticker | safety | last | change | change % |
|---|---|---|---|---|
| CRM | Salesforce Inc. | 252.86 | -3.39 | -1.32% |
