Salesforce CEO says AI helped the company cut 4,000 customer support jobs
Marc Benioff, CEO of Salesforce, a company that sells customer management software, said, 'AI has enabled us to reduce our workforce by 4,000 people.' He said that the introduction of autonomous AI agents has significantly reduced the workload of the customer support department, allowing them to allocate staff to the sales department.
Salesforce CEO Marc Benioff says AI enabled him to cut 4,000 jobs
https://www.kron4.com/news/technology-ai/sf-tech-ceo-says-ai-enabled-him-to-cut-4000-jobs/
Salesforce has introduced its own AI agent, Agentforce, to handle decisions and actions such as resolving customer interactions, selecting customers who are most interested in its products, and reviewing marketing.
This system has worked so well that they have been able to reduce the number of staff in their customer support department from 9,000 to around 5,000.
According to CEO Benioff, Salesforce had been unable to contact over 100 million potential customers over the past 26 years due to a lack of staff, resulting in missed sales opportunities. However, by using AI agents to automatically respond to all inquiries, this opportunity loss has been significantly reduced.
In addition, customer support personnel will be transferred to the sales department and engaged in promoting Agentforce. Salesforce also expanded its sales department in November 2024.
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CEO Benioff believes that 'combining AI agents with human support will dramatically improve marketing efficiency,' and said that the company's power will be doubled if every department within the company integrates these agents.
Agentforce has reportedly signed over 5,000 new contracts in the six months since its launch.
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