Apple recently considered mass layoffs of around 5,000 employeesanccustomer support, but these plans are notonec postponed. According to information from reporter Mark Gurman of BloombergThe tech giant originally believed that a large portion of these workers' agendas could be fully taken over by AI-powered phone and web agents. However, the company has backed away from that radical step for now and does not currently plan similar cuts at the lowest positions.
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The advent of AI assistants on telephone lines
Even though there are many layoffsonec did not happen, artificial intelligence has already been integrated into customer care structures Applu is actively penetrating. Customers from the United States and Canada who call the official hotline AppleCare, are now primarily directed towards the intelligent support assistant. While in the past Apple used only basic automated operators with a limited choice tree, the current phone line deploys an advanced bot built on generative AI.
This assistant can fluently answer questions and provide detailed step-by-step instructions for resolving technical issues with Apple products. If the system encounters a problem that is too specific for which it does not know the answer, or if the caller explicitly requests to speak to a live person, the call is immediately redirected to them.
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The future of recruitment and ongoing management cuts
Seems Apple to the idea of widespread layoffs in the department AppleCare will return in the future, or at least limit the recruitment of new employeesancThe exact number of positions for these positions remains unclear at this time. However, the optimization of jobs in the company is clearly taking place at higher levels. Agency report Bloomberg she confirmed that Apple has laid off several employees in recent weeksancin middle management, with these targeted personnel cuts also affecting approximately six employees in director positions. Prolay off 5000 employeesancAt the expense of AI sounds quite harsh. In any case, it is now clear to everyone that sooner or later people in call centers will simply be replaced by AI.
