Apple reportedly plans to replace 5,000 support workers with AI

Apple recently considered laying off around 5,000 support employees, but put those plans on hold indefinitely, according to BloombergIt’s Mark Gurman.

The report said Apple believed AI-based phone and web agents could take over some of the responsibilities assumed by employees who were allegedly laid off, but Apple is no longer “currently seeking to take such action.”

Last month, we reported that customers who call the AppleCare phone number (1-800-APL-CARE) from the United States or Canada are now directed to an AI-powered support assistant. While many Apple phone systems already had a basic automated operator, the Apple support phone line now uses a bot powered by generative AI.

The virtual assistant can answer questions and provide step-by-step instructions to resolve issues with your Apple products. They can always transfer you to a human advisor if they can’t answer a specific question, or if you ask to speak to a real person.

It remains to be seen whether Apple will eventually revisit layoffs and/or reduce hiring for AppleCare positions.

The report says Apple has laid off other employees in middle management positions in recent weeks, including about a half-dozen directors.