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Salesforce Credits AI for 4,000 Support Job Cuts as It Eliminates 262 More Roles in San Francisco

Salesforce says Agentforce now handles about half of customer conversations, driving redeployments, halted support backfills, and fresh WARN-listed cuts.

An aerial view of Salesforce Tower on May 30, 2023, in San Francisco. The software giant Salesforce is using and peddling AI that completes customer support tasks.
Salesforce Tower in San Francisco. Salesforce is cutting more than 250 jobs in San Francisco, just days after CEO Marc Benioff credited artificial intelligence with reducing the company’s need for human workers.
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Overview

  • CEO Marc Benioff said support headcount fell from roughly 9,000 to about 5,000 after deploying AI agents that automate customer-service tasks.
  • Salesforce reported its Agentforce system has handled about 1.5 million conversations with customer satisfaction comparable to human agents, and it is no longer actively backfilling support engineer roles.
  • A WARN filing shows 262 permanent layoffs at Salesforce’s San Francisco headquarters effective around November 3, with impacted roles across technology, product, administration, and sales.
  • State filings and local reports also cite roughly 93 cuts in Salesforce’s Seattle and Bellevue offices, alongside separate Oracle reductions in both regions.
  • Quarterly results showed revenue above $10.2 billion and an expanded $20 billion share buyback, even as the company increases restructuring costs and redeploys hundreds of staff into sales, professional services, and customer success.