BT is cutting 55,000 jobs. Its CEO says AI could replace 10,000 of those by 2030.
British telecommunications giant BT Group said it's planning to cut as many as 55,000 jobs by 2030 — and at least 10,000 of those jobs could be replaced by some form of artificial intelligence.
BT Group CEO Philip Jansen said on an earnings call that the company will be a"beneficiary of AI — unequivocally,"He said already the company's chatbot named"Amy" can deal with most customer questions. The company's continued experimentation with generative AI, likeThe company said it expects artificial intelligence and improved networks that require less maintenance to reduce its need for thousands of full-time customer service employees and third-party contractors.
Jansen estimated that about 10,000 of the jobs BT will eliminate can be replaced by processes of"digitization and automation," like AI replacements. Employers inside and out of the private sector have looked for years to incorporate AI elements. For instance, one New Mexico government agency incorporated AI-driven automation processes for years to help with public services,Now there's also a little research indicating how workers, particularly those in customer service, are interacting with such tools.
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