Salesforce Reduced Support by 4,000—Was AI Ready for That Responsibility?

Salesforce slashed 4,000 customer support roles—shrinking its team from 9,000 to 5,000—betting heavily on AI agents like Agentforce to handle the workload. CEO Marc Benioff celebrated the move on a podcast: “I’ve reduced it from 9,000 heads to about 5,000, because I need less heads.“ But now executives confess they overhyped generative AI’s readiness, with trust plummeting after real-world reliability flops.​

https://the420.in/salesforce-4000-layoffs-ai-overconfidence-exec-admission/