Salesforce has axed nearly half its support staff after rolling out its powerful Agentforce AI, sparking a global debate on the human cost of automation.
Salesforce has stunned the tech world by laying off 4,000 customer service employees — almost half of its support division — after its cutting-edge Agentforce AI system proved capable of managing 50% of all customer inquiries.
The workforce was slashed from about 9,000 to just 5,000, as AI now handles millions of routine cases, restoring more than 100 million neglected leads in the process.
Executives insist that human workers are still essential for complex or ambiguous issues, likening the system to an “autonomous vehicle” where AI drives but humans step in when required.
While Salesforce frames this as a “rebalancing” to shift focus toward sales growth, critics warn this marks a turning point in the future of work, where AI efficiency collides with human livelihoods.Salesforce has stunned the tech world by laying off 4,000 customer service employees — almost half of its support division — after its cutting-edge Agentforce AI system proved capable of managing 50% of all customer inquiries.
The workforce was slashed from about 9,000 to just 5,000, as AI now handles millions of routine cases, restoring more than 100 million neglected leads in the process.
Executives insist that human workers are still essential for complex or ambiguous issues, likening the system to an “autonomous vehicle” where AI drives but humans step in when required.
While Salesforce frames this as a “rebalancing” to shift focus toward sales growth, critics warn this marks a turning point in the future of work, where AI efficiency collides with human livelihoods.
