3 reported item(s) · 3 at deployment stage
· most recent Aug 9, 2026
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deployed · Aug 9, 2026 · ITmedia
ITmedia reports Salesforce reduced its support organisation from 9,000 to 5,000 staff, describing the change as redeployment to other roles amid AI adoption.
CEO Marc Benioff states customer support headcount went from about 9,000 to about 5,000 as its Agentforce system took on interactions, saying "I need less heads" and that roughly half of support conversations are now handled by agents rather than people. The company reports a 17% reduction in support costs since the start of 2025.