Companies are starting to replace call center workers with AI chatbots and voice agents. Commonwealth Bank of Australia has cut hundreds of chat support roles after weaving AI into its systems, saving tens of millions of dollars a year. Many of those workers were contractors at a Johannesburg center run by Nutun. Microsoft has reduced its customer service workforce from about 50,000 to 40,000 in recent years. Sales and service chief Judson Althoff said AI is saving the company roughly $750 million annually on support costs. Uber cut 10 percent of its customer service jobs as part of a broader push to use AI. The company now routes most requests through an in-app chatbot. Hyatt and Brinks Home have also trimmed support staff after deploying AI tools. Tier-one work answering simple questions is the main target. Analysts expect deeper cuts in outsourced hubs such as the Philippines and India.
Companies are starting to replace call center workers with AI chatbots and voice agents. Commonwealth Bank of Australia has cut hundreds of chat support roles after weaving AI into its systems, saving tens of millions of dollars a year. Many of those workers were contractors at a Johannesburg center run by Nutun. Microsoft has reduced its customer service workforce from about 50,000 to 40,000 in recent years. Sales and service chief Judson Althoff said AI is saving the company roughly $750 million annually on support costs. Uber cut 10 percent of its customer service jobs as part of a broader push to use AI. The company now routes most requests through an in-app chatbot. Hyatt and Brinks Home have also trimmed support staff after deploying AI tools. Tier-one work answering simple questions is the main target. Analysts expect deeper cuts in outsourced hubs such as the Philippines and India.