Salesforce employs 76,000 people worldwide after a sweeping reorganization undertaken in recent months, which Benioff himself described as “the most exciting of his career” during a conversation with The Logan Bartlett Show podcast.
However, in that conversation, he also acknowledged that, despite the cuts, the human workforce will continue to be an essential part of the company’s customer service. Furthermore, he described Salesforce’s model as hybrid, in which AI handles repetitive or routine tasks, while humans handle complex cases or manage customer relationships.
In his opinion, as he emphasized in the discussion, it’s not about replacing people entirely, but rather about creating a new kind of teamwork between software and staff. In fact, Salesforce’s goal of positioning AI as a gateway and people as a development force is to provide faster and more cost-effective service without compromising the personal touch that many customers still expect.
