Overview

• The support workforce fell from roughly 9,000 to about 5,000 after Salesforce rolled out agentic systems internally, the CEO said on The Logan Bartlett Show.
• AI now conducts about 50% of customer interactions, with an “omnichannel supervisor” routing tasks to human agents when needed.
• Benioff said AI-driven outreach is working through a 26-year backlog of more than 100 million uncalled leads.
• He said headcount is being shifted toward sales and reported a 17% reduction in support costs since early 2025.
• The disclosure contrasts with his July comments emphasizing augmentation, and Salesforce said it is no longer backfilling support engineer roles due to Agentforce efficiencies.