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The layoffs at Salesforce, coupled with similar moves from giants like Microsoft and Amazon, signal a broader trend: AI replacing entry-level and routine roles. Microsoft, for instance, recently laid off 15,000 US employees, and Amazon is restructuring its workforce, particularly in cloud services. Oracle also shed 10% of its Indian workforce, signaling that AI-driven efficiencies are affecting global employment that previously depended on manual labor.
Benioff candidly acknowledges that the accuracy of these AI systems currently hovers around 93%, leading to questions about how many traditional roles will sustain workforce needs. The reality is that many customer service roles will diminish or evolve, forcing workers to adapt to a new landscape where AI handles the transactional work.