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Salesforce has confirmed a sweeping round of layoffs, cutting 4,000 customer support positions as artificial intelligence takes on a greater role within the company. CEO Marc Benioff revealed the move during an interview on The Logan Bartlett Show podcast, stating bluntly that the company “needs fewer heads” due to the efficiencies of AI.

AI Reshaping Salesforce’s Workforce

The reductions have shrunk Salesforce’s customer support headcount from 9,000 to 5,000 employees, a nearly 45% decline. At the center of this shift is Agentforce, Salesforce’s AI-powered customer service bot system, which now handles a large share of support cases that previously required human intervention.

In a statement, the company explained that the growing effectiveness of Agentforce has lowered the overall volume of support cases, meaning there is no longer a need to backfill roles vacated by departing engineers.

Benioff’s Push Toward AI Integration

This isn’t the first time Benioff has credited AI with reshaping Salesforce’s operations. Over the summer, he noted that AI is now responsible for up to 50% of the work at the San Francisco-based company, underscoring how deeply integrated automation has become across its business model.

The layoffs are part of a larger trend in the tech industry, where leaders are turning to AI to streamline costs and reassure investors about future growth.

Industry Reactions and Concerns

Human resources consultant Laurie Ruettimann said Salesforce’s move reflects a broader disruption: “There have been layoffs all over America directly attributed to AI,” she explained, adding that workers must now proactively reskill to stay relevant. “It’s on you to expand your vision, expand your horizons, and meet new people,” she warned.

Meanwhile, tech analyst Ed Zitron criticized the layoffs as part of a “growth at all costs” strategy. He argued that many tech firms, including Salesforce, overhired during the pandemic and are now blaming AI for cutbacks in order to impress investors. “The only thing that’s important is growth, even if it ruins people’s lives and provides an inferior product,” Zitron said.

The Bigger Picture

Salesforce’s latest layoffs highlight the double-edged nature of AI adoption: while businesses gain efficiency and lower costs, tens of thousands of workers across the tech sector are facing job insecurity.

As more companies roll out AI-powered systems, the debate intensifies over how innovation should be balanced with the responsibility of protecting jobs and ensuring long-term product quality.

For Salesforce, the strategy is clear: leaner teams, greater reliance on AI, and a message to investors that efficiency is driving the future.