Allison Kirkby, CEO of BT, expressed concerns that advancements in AI could result in even more job cuts beyond the planned reduction of 55,000 positions by 2030. In an interview, she emphasized that current proposals do not fully capture AI's transformative potential. BT has been implementing AI to enhance operations, particularly in customer service, where it has significantly automated interactions. Other companies like Klarna are also increasing reliance on AI, demonstrating a broader industry trend toward automation despite some pushback regarding excessive cuts.
Depending on what we learn from AI ... there may be an opportunity for BT to be even smaller by the end of the decade.
This plan 'did not reflect' AI's 'full potential', according to BT CEO Allison Kirkby.
BT announced in 2023 plans to cut up to 55,000 jobs by 2030 as part of a push to reduce its cost base by the end of the decade.
BT has turned to AI to reinvent processes in areas like customer service, aiming for greater efficiency.
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