After going for AI agents, laying off 4,000 employees; Salesforce CEO Marc Benioff says: AI doesn't have a soul, it is not ... - The Times of India
Salesforce CEO Marc Benioff recently caused a stir by blending AI adoption with human workforce expansion. The company replaced 4,000 customer support roles with AI agents, handling half of all customer interactions and cutting support costs by 17%. Despite this, Benioff emphasized that AI lacks the human connection essential for sales, describing it as soulless and incapable of face-to-face communication. To maintain this human touch, Salesforce is now hiring 3,000–5,000 new salespeople, aiming for 20,000 account executives by year-end. This approach reflects a strategic balance: automating routine support functions while preserving human engagement in complex sales relationships. Benioff’s stance contrasts with widespread tech layoffs, highlighting a selective integration of AI where efficiency is prioritized but human interaction remains irreplaceable.
The Key points
- Salesforce laid off 4,000 support staff for AI integration.
- AI now manages 50% of customer service interactions.
- Support cuts reduced costs by 17% in 2025.
- Benioff claims AI lacks a human “soul.”
- Human interaction remains critical for sales roles.
- Salesforce plans to hire 3,000–5,000 salespeople.
- Goal is 20,000 account executives this year.
- Strategic use of AI separates routine support from complex sales.
- Contrasts with widespread tech layoffs in the industry.
- Highlights balance between automation efficiency and human connection.
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