Salesforce has reduced its customer support workforce by 4,000 employees, bringing the total down from 9,000 to 5,000. This decision follows the company's increased reliance on AI to handle customer interactions. AI agents now manage approximately 50% of all customer conversations, automating routine tasks and improving efficiency.
CEO Marc Benioff stated the company now requires 'fewer heads' in support due to AI advancements. The company is rebalancing its workforce to focus on AI-driven solutions. Some employees have been redeployed to other divisions, such as professional services and sales.
This move aligns with a broader industry trend of integrating AI to streamline operations. While Benioff previously emphasised AI's role in augmenting human workers, the recent layoffs suggest a shift towards replacing some positions with AI. The company aims to leverage AI to enhance productivity and address a backlog of sales leads.
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