Salesforce has recently reduced its customer support workforce by 4,000 jobs, transitioning to artificial intelligence (AI) agents, according to CEO Marc Benioff. During a podcast on “The Logan Bartlett Show,” Benioff highlighted how AI has reshaped Salesforce’s operations, cutting support staff from 9,000 to approximately 5,000. The introduction of tools like Agentforce has significantly improved efficiency, with AI now managing 50% of customer interactions. Benioff views this shift positively, stating, “I don’t think it’s dystopian at all.” Salesforce reports a decline in support cases due to AI implementation and the successful redeployment of many employees into other sectors like sales and customer success. The acceleration of AI adoption in business followed the release of OpenAI’s ChatGPT in late 2022, prompting substantial advancements in automation across various functions, including engineering and customer service. For more updates on AI trends, visit FOXBusiness.com.
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