Salesforce cuts 4,000 jobs due to AI, CEO says

Group 1 - Salesforce has reduced its customer support workforce from 9,000 to approximately 5,000 by replacing 4,000 jobs with AI agents, as stated by CEO Marc Benioff [1][4][8] - The company has implemented AI tools like Agentforce, which has led to a decline in the number of support cases handled, eliminating the need to backfill support engineer roles [1][8] - Currently, 50% of customer interactions are managed by AI agents, with the other 50% still handled by human employees, indicating a balanced approach to workforce management [4][6] Group 2 - Benioff noted that AI is currently performing 30% to 50% of the work at Salesforce, particularly in areas such as engineering, coding, and customer service tasks [8] - The adoption of AI technology has accelerated since the release of OpenAI's ChatGPT in late 2022, leading to increased investments and innovations in the sector [9]