ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases

In July, OpenAI CEO Sam Altman warned that AI advancements are leading to the ‘end of human customer service’.

Meanwhile, just three days ago, Marc Benioff, CEO of Salesforce, noted that his company had cut its customer service team from 9,000 to 5,000 employees after implementing Agentforce.

Yet, ServiceNow tells a different story. Its headcount has remained flat.

Indeed, despite deflecting roughly 75 percent of customer cases, its contact center team is no smaller than two years ago.

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