Executives Acknowledge Overconfidence in AI Benioff Walks Back Earlier Confidence Internal Disruption and Hidden Costs From Replacement to Rebalancing A Cautionary Signal Salesforce’s aggressive push to automate customer operations has entered a phase of public reckoning after senior executives publicly admitted that the company overestimated AI’s readiness for real-world deployment and moved too quickly in replacing human staff. This admission follows Salesforce’s decision in 2025 to eliminate ...