In September 2025, Marc Benioff went on a podcast and said Salesforce had cut its customer support staff from about 9,000 people to roughly 5,000, because it now had AI agents at work on a large share of the conversations. A few months earlier, the Swedish fintech Klarna had done the opposite: after boasting that its AI assistant was doing the work of 700 agents, its CEO admitted the push had gone too far and started hiring humans again. Both companies were using the same kind of technology. They drew very different conclusions. That split captures where AI agents at…
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