India, Sept. 2 -- Salesforce has reduced its workforce by 4,000 employees. CEO Marc Benioff confirmed the cuts, noting they were primarily in the company's customer support division. He stated on a podcast that the support staff was reduced from 9,000 to 5,000 because AI agents can now handle a significant portion of customer interactions. Benioff pointed out that AI agents currently manage about 50% of all customer conversations, allowing the company to "rebalance" its human capital.

This move is part of a broader shift in Salesforce's strategy to prioritise AI-driven growth. The company has integrated its AI platform, Einstein, into its core products to automate tasks previously performed by humans. Beyond customer support, AI agents a...