AI has no soul, says Salesforce CEO as 4,000 support jobs are cut

Following Benioff’s announcement that Salesforce cut its support workforce from 9,000 to 5,000, AI agents now handle half of customer interactions, completing over a million conversations and reducing costs by 17% since 2025

Salesforce CEO Marc Benioff has highlighted the limits of artificial intelligence in the workplace, following his company’s decision to eliminate 4,000 customer support positions in favour of AI agents. Speaking on the live YouTube show TBPN, Benioff stated, “AI doesn't have a soul. It's not that human connectivity,” emphasizing that human relationships remain essential in sales. Despite the workforce reduction, Salesforce is hiring 3,000 to 5,000 new salespeople this year, aiming to expand its sales team to 20,000 account executives.

AI streamlines support while cutting costs

The move to reduce support roles follows Benioff’s announcement on The Logan Bartlett Show that Salesforce had cut its customer support workforce from 9,000 to roughly 5,000 employees. “I need less heads,” he said, explaining that AI agents now handle 50% of customer interactions previously managed by humans. These AI tools have already completed over a million customer conversations, helping Salesforce reduce support costs by 17% since early 2025, showing the efficiency gains AI can deliver in routine service functions.

Human interaction remains key in sales

Benioff’s distinction between roles reflects a strategic approach: while AI can automate repetitive tasks, sales and relationship-driven roles still require human touch. He pointed to networking at Salesforce’s Dreamforce conference, noting that the St. Regis Hotel bar was “filled” with customers connecting and building relationships, reinforcing the unique value of personal engagement.

Amid broader tech industry trends, where more than 64,000 tech workers have been laid off in 2025, Salesforce’s approach demonstrates the dual nature of AI in the workplace: eliminating some jobs while protecting roles where human interaction is critical. Benioff insists this is simply the “reality” of AI’s impact, not a dystopian scenario, highlighting the balance between automation and human connection in the evolving workplace.