The telecom giant, BT is supposed to get rid of 55,000 employees by the end of the decade, mainly in the UK, to cut costs. Up to a fifth of the cuts will be in customer service, and staff will be replaced by various technologies, including artificial intelligence. The current workforce is 130 thousand employees and contractors. “New and more efficient technology, such as artificial intelligence, means fewer people will be needed to serve customers in the future,” the statement said.
“Every time new technologies come, big changes can come,” said the CEO, Philip Jansen. According to him, the creative artificial intelligence tools, such as ChatGPT – which can write articles, scripts, poems and solve computer coding in a human way – “give us confidence that we can go Jansen noted that artificial intelligence will make the services faster, better and smoother, and added that despite the changes, customers will not feel like they are in front of robots. “We are multi-channel, we are online, we have 450 stores and that is not going to change.” , Jansen said. “Our customers have a lot of opportunities to talk to people at BT.”
Janssen added that “new technologies are driving new jobs”, although BT has stated that its workforce will be much reduced by the end of the 2020s. BT, which is the UK’s largest mobile and broadband provider, is now continuing to expand its fiber network, abandoning copper. The company said that when the work is completed, it will not need many staff members to build and maintain its networks.