Vandana Mourya 
Salesforce, the global leader in cloud-based customer relationship management (CRM), has announced a significant reduction in its workforce, signaling how artificial intelligence is transforming traditional customer service roles.
During a recent conversation on the Logan Bartlett podcast, CEO Marc Benioff confirmed that the company has carried out a large-scale restructuring, cutting thousands of jobs in its support division. The number of employees in Salesforce’s customer support team has been reduced from around 9,000 to 5,000 a near 45% reduction.
Benioff emphasized that the decision was driven by the rapid adoption of AI-powered tools that are increasingly capable of managing customer queries, streamlining issue resolution, and reducing the reliance on human intervention. According to him, the shift highlights Salesforce’s ongoing strategy to integrate generative AI and automation across its platform, boosting efficiency while lowering operational costs.
While the restructuring reflects Salesforce’s commitment to staying competitive in the AI era, it also underscores the wider industry trend where technology is replacing certain job functions at scale. Analysts suggest that Salesforce’s move could set a precedent for other major tech firms, many of which are experimenting with AI in support and service roles.
The layoffs mark one of Salesforce’s most dramatic workforce reductions in recent years and are likely to spark conversations about the balance between technological progress and job security in the enterprise software sector.
Disclaimer: This article is based on publicly available information and statements made by Salesforce leadership. It does not include insider or proprietary data, and the interpretation provided is for informational purposes only.
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