Salesforce CEO Marc Benioff has revealed that artificial intelligence (AI) is now responsible for handling 85% of the company’s customer service interactions, signalling a significant shift in workforce roles within the tech sector. In a recent op-ed published by the Financial Times and widely cited by Fortune, Benioff described AI as a transformative force, radically reshaping operations at Salesforce and across the broader enterprise software landscape.He emphasised the need for humans to remain “at the centre of the story”, stating that human qualities such as compassion and connection remain irreplaceable. However, the rapid uptake of AI in business operations is also prompting concerns about job displacement and a growing gap between workforce readiness and emerging industry demands.AI’s growing footprint in Salesforce operationsAccording to Benioff, AI has taken over a substantial portion of core functions at Salesforce. In addition to customer service, where AI agents now resolve 85% of queries, AI is also responsible for generating 25% of net new code within the company’s research and development teams.“Jobs will change, and as with every major technological shift, some will go away—and new ones will emerge,” he wrote in the Financial Times, as quoted by Fortune. The shift is already underway within Salesforce, where the workforce is undergoing substantial internal redeployment. In the first quarter, 51% of all hiring was conducted internally, indicating a strategic pause in external recruitment, particularly for engineering roles.
Impact
85% of customer service queries
Handled by AI agents
25% of R&D code
Generated by AI
51% of Q1 hiring
Internal redeployment
Engineering hiring
Largely paused
Calls for changes in US education and job readinessBenioff’s remarks highlight concerns beyond his own company. As reported by Fortune, he suggested that the ongoing AI revolution necessitates a fundamental overhaul in how the US prepares its workforce. He said the current cohort of chief executives might be the last to lead all-human workforces, underlining the urgency for education systems to adapt.Echoing this, Tony Fadell, co-inventor of Apple’s iPod, warned that junior-level jobs are at high risk due to AI, stating in an interview with Bloomberg TV—cited by Fortune—that businesses are no longer training employees in traditional ways. “They need to have experience… working experience before they’re actually going to the job market,” Fadell said.AI is not destiny, Benioff saysDespite the rapid shift, Benioff maintains that AI should be a tool to enhance rather than replace human potential. “AI is not destiny,” he wrote in the Financial Times, as quoted by Fortune. “We must choose wisely. We must design intentionally. And we must keep humans at the centre of this revolution.”TOI Education is on WhatsApp now. Follow us here.