After going for AI agents, laying off 4,000 employees; Salesforce CEO Marc Benioff says: AI doesn't have a soul, it is not ...

Salesforce CEO Marc Benioff is delivering contradictory messages about AI's role in the workplace. While his company recently eliminated 4,000 customer support positions in favor of AI agents, he told TBPN, a live daily YouTube show, this week that AI lacks something essential for sales roles—insisting artificial intelligence cannot replace human salespeople because it lacks the irreplaceable value of face-to-face communication.

"AI doesn't have a soul. It's not that human connectivity," Benioff said, emphasising that face-to-face communication remains essential. Despite his company's aggressive AI deployment, he's now hiring between 3,000 and 5,000 new salespeople, aiming to reach 20,000 account executives this year.

Salesforce massive support cuts contradict Benioff’s hiring promises

The hiring announcement comes months after Marc Benioff revealed on The Logan Bartlett Show podcast in September that Salesforce had slashed its customer support workforce from 9,000 to approximately 5,000 employees. "I need less heads," he stated bluntly, explaining that AI agents now handle 50% of customer interactions that humans once managed.

The job cuts have proven financially beneficial for Salesforce, reducing support costs by 17% since early 2025. The company's AI agents have completed over a million customer conversations, demonstrating the technology's capability to replace human workers in certain functions.

Sales roles protected while support jobs disappear

Marc Benioff's distinction between roles reveals a strategic vision: AI can handle routine support tasks, but complex sales relationships still require human touch. He pointed to networking at Salesforce's Dreamforce conference as proof, noting the St. Regis Hotel bar was "filled" with customers "talking to each other and connecting, going more deeply, having that human touch."

The CEO's stance contrasts sharply with broader industry trends, where over 64,000 tech workers have been laid off this year. Companies including Microsoft, Meta, and Google have all reduced headcount while investing heavily in AI, with customer service and sales roles ranking among the most vulnerable positions to automation.

Benioff maintains this isn't dystopian but "reality," even as his company exemplifies the dual nature of AI's workplace impact: eliminating some jobs while supposedly protecting others based on perceived irreplaceability of human connection.