Overview

• CEO Marc Benioff said support headcount fell from roughly 9,000 to about 5,000 after deploying AI agents with an omnichannel supervisor to manage handoffs.
• AI-enabled support has completed over a million customer conversations since early 2025 and reduced support costs by around 17 percent, according to Benioff.
• Salesforce’s agentic sales tools are calling back more than 100 million leads accumulated over 26 years that previously went untouched.
• The company says hundreds of displaced workers were redeployed to sales, professional services, and customer success, while the 4,000 reductions equal about 5 percent of its roughly 76,000-person workforce.
• The move underlines a shift from Benioff’s July comments emphasizing AI as an augmenting force rather than a replacement for workers.