"I was able to rebalance my head count on my support. I've reduced it from 9,000 heads to about 5,000 because I need less heads."
"So we have now done about a million-and-a-half conversations with customers, and at the same time, that's the agentic layer speaking to the customers. A million-and-a-half conversations also happen through our support agents during that same period, and the CSAT scores were about the same, which was stunning."
"The company still has 76,000 workers worldwide."
Artificial intelligence reduced roughly 4,000 customer support positions at a major San Francisco private employer, cutting support staffing from about 9,000 to 5,000. AI systems handled approximately 1.5 million customer conversations in a measured period while human agents handled a similar number of conversations, with customer satisfaction (CSAT) scores remaining comparable between AI-driven interactions and human support. The reduction reflected a rebalancing of headcount driven by decreased need for human agents. The company continues to employ about 76,000 workers globally.
Read at ABC7 San Francisco
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