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Salesforce CEO Marc Benioff has confirmed that the company cut 4,000 customer support positions in 2025 after deploying its Agentforce AI agents. Support staff numbers fell from 9,000 to roughly 5,000.
Agentforce AI now conducts approximately 50 percent of customer interactions and has helped Salesforce reconnect with over 100 million previously neglected sales leads. The move enabled rebalancing of headcount and increased capacity for sales operations.
This development follows earlier claims that AI would augment rather than replace human roles. The company emphasises that AI handles standard cases while humans oversee complex or ambiguous ones, likening the interaction to a 'self-driving' model where the human steps in when needed.
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