Overview

• The support team was reduced from roughly 9,000 to about 5,000 positions, equating to nearly a 45% cut in support and about 5% of the company’s ~76,000 global workforce.
• AI systems now handle approximately 50% of customer conversations, with human agents managing the remainder.
• An agentic sales system is contacting a 26‑year backlog of more than 100 million uncalled leads.
• Salesforce uses an “omnichannel supervisor” to coordinate handoffs between AI agents and human staff when automation falls short.
• Benioff says AI has completed over a million customer interactions and reduced support costs by about 17% since early 2025, underscoring a shift from his July stance that AI would mainly augment workers.