Salesforce has cut nearly half its customer support workforce, with AI agents taking over thousands of tasks once handled by humans.

CEO Marc Benioff has confirmed the company cut about 4,000 roles this year, reducing its support headcount from 9,000 to around 5,000.

Speaking on The Logan Bartlett Show recently, Benioff said AI was now handling up to half of customer conversations.

“I’ve reduced it from 9,000 heads to about 5,000 because I need less heads,” he said, noting that Salesforce’s Agentforce was central to the change.

Agentforce is the AI-powered platform that deploys autonomous agents to handle queries, follow up on leads, and escalate complex cases to human employees.

The AI platform has now been widely deployed across Salesforce’s support operations.

While the deep cut

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