Agentic AI Upends Contact Centers as Salesforce Halves Support

['Narayan Ammachchi', '.Wp-Block-Co-Authors-Plus-Coauthors.Is-Layout-Flow', 'Class', 'Wp-Block-Co-Authors-Plus', 'Display Inline', '.Wp-Block-Co-Authors-Plus-Avatar', 'Where Img', 'Height Auto Max-Width', 'Vertical-Align Bottom .Wp-Block-Co-Authors-Plus-Coauthors.Is-Layout-Flow .Wp-Block-Co-Authors-Plus-Avatar', 'Vertical-Align Middle .Wp-Block-Co-Authors-Plus-Avatar Is .Alignleft .Alignright'] News Archive - Nearshore Americas 2025-09-11 11:42:22

Speaking on “The Logan Bartlett Show,” Benioff disclosed that Salesforce now employs only 5,000 customer service agents — down from 9,000 just months ago. Today, he added, half of all Salesforce customer interactions are managed by AI systems, while humans take care of the rest. This move has made it clear for the first time that Agentic AI is directly replacing jobs in contact centers. At Salesforce, the Agentic AI even makes calls on its own. “There are certainly new areas of opportunity as a result of the new AI workforce being deployed; however, the roles needed to build out AI Agents are significantly less than those impacted by AI Agents,” he said.