Salesforce CEO Marc Benioff on AI’s Limitations: Despite Laying Off 4,000 Employees for AI Agents, “It Lacks a Soul”

Salesforce CEO Marc Benioff presents a complex view on AI’s workplace role. Recently, Salesforce cut 4,000 customer support positions, substituting them with AI agents. Yet, during a live YouTube show, Benioff asserted that AI cannot replace human salespeople due to its inability to engage in meaningful, face-to-face interactions. He emphasized the ongoing importance of human connectivity, declaring, “AI doesn’t have a soul.” Meanwhile, Salesforce plans to hire 3,000 to 5,000 new salespeople, targeting 20,000 account executives this year. This announcement follows significant reductions in the customer support workforce, which has been reduced from 9,000 to about 5,000, resulting in a 17% drop in support costs. While AI handles 50% of customer interactions, Benioff differentiates sales roles as vital for human touch. This stance diverges from industry trends, where many tech firms are cutting jobs while investing heavily in AI. In sum, Salesforce exemplifies the duality of AI’s impact on employment.

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