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Salesforce CEO says it cut 4,000 support jobs - and replaced them with AI (www.techradar.com)

submitted 2 weeks ago by throws_lemy@lemmy.nz to c/tech@programming.dev

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Salesforce CEO Marc Benioff has revealed the company has nearly halved its customer support workforce, replacing thousands of jobs with AI agents.

In a podcast interview with Logan Bartlett on YouTube, Benioff brutally stated: “I need less heads,” noting how instead of using human power, Salesforce is now using AI to process around 10,000 leads weekly.

Yet in the same interview, Benioff noted a lack of human resources had caused the company to accrue a backlog of 100 million uncalled leads over 26 years.

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[–] alpha1beta@piefed.social 6 points 2 weeks ago

As a former customer: They had support staff? This might be the only place cutting that many people won't be noticed as their support can't get worse.