Salesforce has significantly reduced its customer support staff, cutting 4,000 jobs as it implements AI-driven solutions. CEO Marc Benioff revealed that AI now manages approximately half of all customer interactions, a task previously handled by human agents. This shift has enabled the company to rebalance its workforce and improve productivity by addressing a backlog of over 100 million sales leads that had not been contacted in the past.
The implemented AI system uses 'agentic AI' to handle customer support, breaking down complex tasks into smaller components managed by specialised AI systems. This differs from basic chatbots, enabling more sophisticated problem-solving. While AI handles a substantial portion of initial customer contact, human agents are still available to manage more complex issues, ensuring a hybrid approach to customer service.
Salesforce's AI and data cloud products are experiencing rapid growth, generating over $1 billion in revenue. The company is also integrating AI across its sales, service, and Slack platforms, enhancing its data harmonisation capabilities. This move reflects a broader trend of AI adoption in business operations, with Salesforce aiming to improve efficiency and customer experience through technological innovation.
