Salesforce Says AI Is Replacing Roles in Engineering and Customer Service

Salesforce Inc. stated that the integration of artificial intelligence capabilities has enabled the company to hire fewer employees, illustrating another instance of a corporation adjusting its hiring strategies in response to advancing technology, Bloomberg reported.

In an interview with Bloomberg, Chief Financial and Operations Officer Robin Washington noted that the company is hiring fewer software engineers due to increased productivity driven by AI.

“We view these as assistants, but they are going to allow us to hire fewer people and, hopefully, make our existing team more productive,” she said.

Washington reiterated that the company is hiring fewer engineers due to enhanced productivity from AI. "We view these as assistants, but they are going to allow us to have to hire less and hopefully make our existing folks more productive," she said. Salesforce reported a headcount of approximately 76,500 employees as of January 31.

While reducing hiring in certain roles, Salesforce is expanding its sales workforce. During the call, Chief Revenue Officer Miguel Milano noted that the company currently employs 13,000 salespeople, a number expected to grow by 22% this year compared to the previous year. Earlier this year, Salesforce announced plans to lay off over 1,000 employees to prioritize hiring for AI-focused positions, primarily in sales.

AI is utilized by technology organizations for tasks ranging from customer service to software development. Earlier this month, Microsoft Corp.'s layoffs primarily impacted software developers. Executives at Microsoft and Alphabet Inc. state that AI generates approximately 30% of new code in some projects. For years, social networks have relied on artificial intelligence for content moderation; this year, Meta Platforms Inc. will depend on a team of AI-powered engineers for basic bug fixes and product upgrades, according to CEO Mark Zuckerberg.

Amazing AI: Salesforce CEO

Salesforce CEO Marc Benioff recently lauded advancements in artificial intelligence as "amazing" and "incredible," highlighting the critical role of trust and values while outlining the company’s dedication to building a trusted AI platform for customer organizations.

At Salesforce’s flagship event, Dreamforce, Benioff remarked that technology is evolving at an unprecedented pace, transitioning from cloud to mobile to social, and that "now a burst of AI" is "nothing like any of us have seen before."

In his keynote address, Benioff emphasized that business serves as the most powerful platform for change, weaving in references to AI alongside themes of ethics and trust. He underscored Salesforce’s commitment to trusted, ethical, and empathetic AI.