"I've reduced it from 9,000 heads to about 5,000, because I need less heads,"
"Today, 50% of interactions are with agents, 50% are with humans."
"I don't think it's dystopian at all,"
"Every lead can be followed up on."
Salesforce eliminated about 4,000 customer service positions, reducing its support workforce from 9,000 to 5,000 since early 2025. AI agents now handle roughly 50% of customer interactions and the automation shift has lowered support costs by about 17%. The company moved from a prior stance of AI as augmentation to deploying a hybrid model that blends AI agents with human staff and introduces omni-channel supervisors for oversight. AI agents process over a million customer conversations and ensure every lead is followed up, targeting support and sales roles that are highly exposed to automation.
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