Overview

• Salesforce cut support headcount from about 9,000 to roughly 5,000, a reduction Benioff disclosed in a podcast interview.
• The company says its AI agents have handled around 1.5 million customer conversations so far with satisfaction scores comparable to human staff.
• Agents now call back every person who contacts Salesforce, handling roughly 10,000 calls per week and re-engaging previously neglected leads.
• A spokesperson said hundreds of former support employees were redeployed into professional services, sales and customer success.
• Shares fell about 4% after hours on a cautious outlook as Salesforce continues its AI push, including the reported ~$8 billion Informatica deal and earlier $50 million in personnel savings from AI tools.