[Alpha Biz= Kim Jisun] San Francisco, USA – December 2, 2025 – Salesforce Inc., the U.S.-based customer relationship management (CRM) solutions provider, confirmed that it has reduced approximately 4,000 positions in its customer support division, citing efficiency gains from artificial intelligence (AI).



Marc Benioff, Chairman and CEO of Salesforce, disclosed the layoffs during an interview on The Logan Bartlett Show podcast released November 29. He explained that the company’s workforce in support had been reduced “from about 9,000 to around 5,000,” underscoring the extent to which AI is reshaping business operations.



Earlier this year, Benioff noted in a Bloomberg TV interview that AI now performs 30–50% of Salesforce’s tasks. “We must all accept the reality that AI is now doing work people used to do, and move on to higher value-added activities,” he said.



Salesforce has been investing heavily in AI-driven platforms such as Agentforce, which enables enterprises to develop and deploy customized AI agents. The company stated on December 2 that the adoption of Agentforce has significantly reduced support case volumes, eliminating the need to actively backfill customer support engineer positions.

 

 

 

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