In a significant shift towards automation, Salesforce CEO Marc Benioff announced the company has reduced its customer support workforce from 9,000 to 5,000 employees. This 45% reduction comes as Salesforce increasingly relies on artificial intelligence (AI) to handle customer interactions.

Speaking on The Logan Bartlett Show, Benioff explained, “I was able to rebalance my head count on my support. I’ve reduced it from 9,000 heads to about 5,000 because I need less heads,” reported Financial Express. 

The move reflects a broader trend in the tech industry, where companies are leveraging AI to automate tasks traditionally performed by humans. At Salesforce, AI agents now manage 50% of customer conversations, with human agents handling the remaining interactions. This shift has allowed the company to address a backlog of over 100 million uncalled sales leads accumulated over 26 years.

However, this decision contrasts with Benioff’s earlier statements. In July 2025, he emphasized that AI would augment rather than replace workers, stating, “The humans are not going away.” Two months prior, he had argued against predictions of widespread job displacement due to AI, highlighting the technology’s current limitations in accuracy.

Despite these earlier assurances, the recent layoffs have sparked discussions about AI’s impact on employment. Critics argue that while AI can enhance productivity, it may also lead to job losses, especially in roles susceptible to automation.

Benioff remains optimistic about AI’s role in the workforce. He views the technology as a tool to enhance human capabilities rather than replace them. “It’s been eight of the most exciting months of my career,” he remarked, highlighting the transformative potential of AI at Salesforce.

As Salesforce continues to integrate AI into its operations, the company faces the challenge of balancing technological advancement with workforce considerations. The impact of these changes on employee morale and public perception remains to be seen.

Source : https://www.peoplematters.in/news/strategic-hr/salesforce-cuts-4000-support-jobs-as-ai-takes-the-lead-says-ceo-43231