Operating-model change is what Salesforce's leadership signals describe. Marc Benioff states that AI now performs 30 to 50% of work at the company and that Agentforce handles about half of customer-support conversations, and in September 2025 the firm cut around 4,000 support roles while explicitly citing that automation.
Salesforce cut ~4,000 support roles in September 2025, explicitly citing Agentforce automation. Public evidence of an AI-driven operating-model shift.
Agentforce handles ~50% of Salesforce customer-support conversations. Applied AI is embedded in day-to-day service workflows.
Salesforce internally uses Agentforce for support and sales automation. Benioff has publicly stated AI now performs a substantial share of internal work.
CFTE’s capability diagnostics baseline your workforce against the same framework used on this page.
