Salesforce CEO Marc Benioff has revealed the company has nearly halved its customer support workforce, replacing thousands of jobs with AI agents.
In a podcast interview with Logan Bartlett on YouTube, Benioff brutally stated: “I need less heads,” noting how instead of using human power, Salesforce is now using AI to process around 10,000 leads weekly.
Yet in the same interview, Benioff noted a lack of human resources had caused the company to accrue a backlog of 100 million uncalled leads over 26 years.
As a former customer: They had support staff? This might be the only place cutting that many people won’t be noticed as their support can’t get worse.