{"id":55896,"date":"2025-09-03T12:19:31","date_gmt":"2025-09-03T06:49:31","guid":{"rendered":"https:\/\/officechai.com\/?p=55896"},"modified":"2025-09-03T12:19:33","modified_gmt":"2025-09-03T06:49:33","slug":"salesforce-has-cut-4000-customer-support-roles-by-replacing-them-with-ai-agents-says-ceo-marc-benioff","status":"publish","type":"post","link":"https:\/\/officechai.com\/ai\/salesforce-has-cut-4000-customer-support-roles-by-replacing-them-with-ai-agents-says-ceo-marc-benioff\/","title":{"rendered":"Salesforce Has Cut 4,000 Customer Support Roles By Replacing Them With AI Agents, Says CEO Marc Benioff"},"content":{"rendered":"\n<p>All the buzz about AI job displacement is for <a href=\"https:\/\/officechai.com\/ai\/an-ai-will-be-the-worlds-best-programmer-by-the-end-of-2025-openai-ceo-sam-altman\/\">coding jobs<\/a>, but customer support jobs might end up being impacted even more by AI.<\/p>\n\n\n\n<p>Salesforce has said that it has cut 4,000 customer support roles by replacing them with AI agents. These AI agents have reportedly boosted the company&#8217;s productivity. Salesforce is using AI for sales calls as well, and it says it&#8217;s happy with the results.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-recalc-dims=\"1\" fetchpriority=\"high\" decoding=\"async\" width=\"640\" height=\"336\" src=\"https:\/\/i0.wp.com\/officechai.com\/wp-content\/uploads\/2025\/01\/MixCollage-09-Jan-2025-05-53-PM-1255.jpg?resize=640%2C336\" alt=\"\" class=\"wp-image-50391\" srcset=\"https:\/\/i0.wp.com\/officechai.com\/wp-content\/uploads\/2025\/01\/MixCollage-09-Jan-2025-05-53-PM-1255.jpg?resize=1024%2C538&amp;ssl=1 1024w, https:\/\/i0.wp.com\/officechai.com\/wp-content\/uploads\/2025\/01\/MixCollage-09-Jan-2025-05-53-PM-1255.jpg?resize=300%2C158&amp;ssl=1 300w, https:\/\/i0.wp.com\/officechai.com\/wp-content\/uploads\/2025\/01\/MixCollage-09-Jan-2025-05-53-PM-1255.jpg?resize=768%2C403&amp;ssl=1 768w, https:\/\/i0.wp.com\/officechai.com\/wp-content\/uploads\/2025\/01\/MixCollage-09-Jan-2025-05-53-PM-1255.jpg?w=1200&amp;ssl=1 1200w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/figure>\n\n\n\n<p>&#8220;It&#8217;s been eight of the most exciting months of my career,&#8221; Salesforce CEO Marc Benioff said on a podcast. &#8220;I was able to rebalance my head count on my support. I&#8217;ve reduced it from 9,000 heads to about 5,000 because I need less heads,&#8221; he added. He said 50% of conversations were now being done by AI, and 50% by humans. He added that humans were still required to be in the loop, because AI agents can realize that they can&#8217;t handle a task and need human support.<\/p>\n\n\n\n<p>Benioff also said that AI was being used to make sales calls. &#8220;There were more than 100 million leads that we have not called back at Salesforce in the last 26 years because we have not had enough people,&#8221; he said. &#8220;But we now have an agentic sales that is calling back every person that contacts us.&#8221; He added that an &#8220;omnichannel supervisor&#8221; helps human and AI agents collaborate with customers.<\/p>\n\n\n\n<p>Salesforce has been proactive about integrating AI into its workflows. The company had <a href=\"https:\/\/officechai.com\/stories\/salesforce-says-itll-not-hire-any-software-engineers-in-2025-because-of-gains-from-ai\/\">said <\/a>in January that it wouldn&#8217;t hire any more software engineers this year because of the gains it was seeing from AI. In June, Benioff had <a href=\"https:\/\/officechai.com\/ai\/ai-is-doing-30-50-percent-of-the-work-at-salesforce-now-ceo-marc-benioff\/\">said <\/a>that AI was doing 30-50% work at the company. He&#8217;d <a href=\"https:\/\/officechai.com\/ai\/ill-be-the-last-ceo-of-salesforce-who-only-managed-humans-marc-benioff\/\">also <\/a>said that he expects to be the last CEO of Salesforce who only managed humans.<\/p>\n\n\n\n<p>Companies other than Salesforce have also been using AI for their customer support. Last year, Klarna had <a href=\"https:\/\/officechai.com\/stories\/fintech-company-says-its-ai-assistant-is-doing-the-work-of-700-human-employees\/\">said <\/a>that its AI chatbot was doing the work of 700 customer support employees. Meesho has <a href=\"https:\/\/officechai.com\/startups\/meesho-reduces-support-costs-by-75-after-replacing-human-agents-with-ai-bots\/\">said <\/a>that it had reduced its support costs by 75% after replacing humans with bots, and increased customer satisfaction by 10%. And with Salesforce now saying that it has managed to cut 4,000 customer support jobs, it appears that many customer support roles could be on a path to not exist in the coming years.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>All the buzz about AI job displacement is for coding jobs, but customer support jobs might end up being impacted even more by&#8230;<\/p>\n","protected":false},"author":1,"featured_media":50391,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1029],"tags":[],"class_list":["post-55896","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai"],"yoast_head":"<!-- This site is optimized with 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