Overview

• CEO Marc Benioff said support headcount fell from about 9,000 to about 5,000, calling it a rebalancing and signaling plans to shift some capacity into sales.
• Salesforce said efficiencies from its Agentforce reduced support cases and it no longer needs to actively backfill support engineer roles.
• Benioff said AI agents now handle roughly half of about 1.5 million customer conversations, and he reported customer satisfaction scores were about the same as human-handled cases.
• The company reported quarterly revenue of just over $10.2 billion and increased its share buyback authorization by $20 billion, though shares fell after hours on softer guidance.
• The move reflects a broader tech trend of AI-driven workforce reshaping, with experts warning that deep cuts to junior roles could weaken future talent pipelines.