Salesforce is cutting about 4,000 customer support roles globally, driven largely by the rollout of its AI-powered “Agentforce” platform, which is handling an increasing share of customer interactions rather than human agents. CEO Marc Benioff said that many of those affected are being redeployed into other company areas such as sales, customer success, and professional services.

The company noted that roughly half of its customer service interactions are now managed by AI systems, reducing the need to backfill support engineers.

In the Canadian job market, while this isn’t a direct domestic layoff announcement, it speaks to broader trends: automation and AI are increasingly shifting the kinds of roles available. Jobs in customer support, an area that many Canadians are employed in, may decline or transform significantly. Meanwhile, roles tied to sales, technical support, AI oversight, and customer success may grow. For workers, that means upskilling—especially in digital and AI-related skills—could become more important for maintaining employment security.

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Shreya Biswas’ original article, “Is AI Killing jobs? Salesforce cuts 4,000 support roles as automation takes over” was published in The Economic Times News on September 2, 2025. Read the Full Economic Times News story.