Customer Support

Salesforce CEO Marc Benioff revealed that the company has reduced its customer support staff by approximately 4,000 positions due to the increased efficiencies of AI, specifically its “Agentforce” suite. Benioff stated AI now handles a significant workload. While Salesforce cites increased efficiency, analysts like Ed Zitron suggest AI is being used as a scapegoat for past over-hiring, prioritizing growth over employee well-being. HR consultant Laurie Ruettimann urges workers to acquire new skills in response to AI’s widespread impact.

Coveo, an AI-Relevance leader, announced Docusign selected its AI-Search and Relevance Generative Answering to enhance customer support. Docusign aims to improve self-service, optimize agent workflows, and ensure consistent responses, reducing time spent finding information. Coveo’s platform offers scalability, security, and actionable intelligence, promising increased efficiency and improved experiences. Coveo’s AI aggregates content, amplifies case deflection, and cuts down answer-seeking time, driving operational efficiency and personalized support.