Apple Reportedly Planned to Replace 5,000 Support Employees With AI

Apple reportedly contemplated eliminating approximately 5,000 support staff members, although those intentions have been suspended indefinitely, as per Bloomberg correspondent Mark Gurman. The outlet claimed that the tech giant believed artificial intelligence-enabled phone and web agents could assume certain duties previously handled by the employees who would have been terminated, but Apple is no longer presently contemplating such a move.

Earlier this month, it was disclosed that consumers calling AppleCare's phone number (1-800-APL-CARE) in the U.S. or Canada are now directed to an AI-driven support assistant. Although many of Apple's phone systems previously featured a rudimentary automated operator, the Apple Support phone line now employs a bot powered by generative AI.

This virtual assistant can answer queries and furnish step-by-step instructions to resolve problems with Apple products. However, if it cannot address a specific inquiry or if the caller requests to speak with a human advisor, it will still forward the call.

The feasibility of Apple reconsidering layoffs and/or curtailing hiring for AppleCare positions remains uncertain. The report suggested that Apple had downsized some middle management personnel in recent weeks, including approximately half a dozen directors.