Part 1/9:
The Shift to AI-Driven Customer Service and Sales: Salesforce's Bold Move
In an unprecedented transformation within the corporate world, Salesforce has announced the layoffs of 4,000 customer service representatives—roughly 45% of its US-based customer service workforce. This drastic reduction marks a significant shift in how big corporations approach customer engagement, leveraging artificial intelligence (AI) at an unparalleled scale. The move is not merely about outsourcing jobs but signals a fundamental change in business operations, driven primarily by the rapidly advancing capabilities of AI agents.