AI impact on Customer Service & Support
Tracking AI-driven job losses and impacts in Customer Service & Support: 2 reports, 4,000 jobs affected in sourced events. Posted and discussed by the people affected.
Reports and discussion
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Did Apple shelve AI job losses at AppleCare? A plan to replace 5,000 support staff with AI agents is on hold
Apple had planned to lay off roughly 5,000 AppleCare support employees and hand their work to generative AI phone and web agents, Bloomberg's Mark Gurman reported on 29 September 2…
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'I need less heads': Salesforce halves its human support team as AI agents take the calls
Salesforce has cut about 4,000 customer support roles, chief executive Marc Benioff said on The Logan Bartlett Show. "I was able to rebalance my headcount on my support," he said. …