{"id":91878,"date":"2026-01-15T16:30:00","date_gmt":"2026-01-16T00:30:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=91878"},"modified":"2026-01-16T10:03:53","modified_gmt":"2026-01-16T18:03:53","slug":"agentic-enterprise-workforce-evolution","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/agentic-enterprise-workforce-evolution\/","title":{"rendered":"How Salesforce Is Reimagining Its Workforce for the Agentic Enterprise"},"content":{"rendered":"\n

In 2023, Swedish fintech Klarna made headlines for replacing 700 customer service employees with AI \u2014 before changing its mind and hiring humans again less than a year later. Since then, there is growing evidence that AI is prompting companies to restructure and reinvest in<\/a>, rather than reduce, their workforces. That has been the case at Salesforce, which is consciously transforming itself to fit the needs and opportunities of the agentic era. Over the last year, the company has redesigned workflows, reskilled its workforce, and redeployed and rebalanced its people to optimize human-AI collaboration<\/a>. <\/p>\n\n\n\n

\u201cThe Agentic Enterprise<\/a> is not only a technology transformation,\u201d said CEO Marc Benioff. \u201cWhen humans and agents work together, it radically transforms the structure of your company.\u201d<\/p>\n\n\n\n

Reshaping, Not Reducing<\/strong><\/h2>\n\n\n\n

Over the course of the last year, Salesforce has evolved nearly every part of its business with AI. Take its customer support function for example. <\/p>\n\n\n\n

Since deploying Agentforce<\/a> to answer customer support questions on help.salesforce.com<\/a> a year ago, Agentforce has handled 2.6 million customer conversations and now resolves 63% of customer questions, with roughly the same customer satisfaction scores as human agents. In sales, an Engagement Agent now reaches out to incoming prospects, contacting tens of thousands of leads, booking hundreds of meetings, and uncovering millions of dollars in pipeline. <\/p>\n\n\n\n

With agents autonomously handling this kind of routine work, Salesforce\u2019s service and sales teams can focus on more strategic duties like building deeper relationships with high-value accounts and closing complex deals. In fact, hundreds of employees have been redeployed to high-growth areas in the business, and the company is adding thousands of roles in sales and professional services, including forward deployed engineers<\/a> that work hands-on with customers to develop custom AI solutions. The company is also hiring net-new roles like deployment strategists, AI conversation designers, and AI architects that didn\u2019t exist just months prior. <\/p>\n\n\n\n

Over time, the size of the support team has shrunk through attrition and redeployment. But other functions have grown, ensuring that the overall workforce evolves to meet new demands. In fact, last year, Salesforce hired thousands more people to serve its growing business.<\/p>\n\n\n\n