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4h ago

Salesforce Cuts 4,000 Support Jobs, Citing Agentic AI Gains

The company says its Agentforce system now handles about half of customer conversations, reducing support case volumes.

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KIRKWOOD, CALIFORNIA – AUGUST 31: The sun is blocked by smoke from the Caldor Fire as it burns near Caples Lake on August 31, 2021 in Kirkwood, California. The Caldor Fire has burned over 190,000 acres, destroyed hundreds of structures and is currently 18 percent contained. (Photo by Justin Sullivan/Getty Images)
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Overview

  • CEO Marc Benioff said on the Logan Bartlett Show that support headcount dropped from about 9,000 to roughly 5,000 after Salesforce made itself “customer zero” for agentic AI.
  • In a statement to NBC Bay Area, Salesforce said efficiencies from Agentforce have lowered the number of cases and the company is not actively backfilling support engineer roles.
  • Benioff said customer conversations are now split about 50/50 between AI agents and humans, reflecting broader internal deployment of autonomous agents.
  • He said the company is reallocating capacity to sales to expand distribution and improve lead generation.
  • Coverage places Salesforce’s move in a wider trend at large tech firms, while some analysts argue companies may also be responding to past over-hiring or cost targets rather than purely to AI.