Sam Altman, CEO of OpenAI, recently warned that AI could eliminate entire job categories, particularly in customer support, during a conference in Washington. He predicted that positions like customer support staff may become “totally gone” due to advancements in AI. Companies such as Salesforce and ServiceNow are already automating up to 85% of customer queries, leading to quicker and more efficient resolutions. However, a contrary perspective emerges from research by Cavell, which projects an increase in demand for human contact center agents, from 15.3 million in 2025 to 16.8 million by 2029. Gartner found that most leaders anticipate minimal job reductions due to AI, while Microsoft identified customer service reps as one of the most at-risk occupations. Importantly, a significant majority of consumers (81%) prefer human interaction over AI for support, suggesting that while AI is transforming customer service, a fully automated future may still be distant.
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Sam Altman Predicts the Dawn of Automated Service: ‘Human Customer Support Will Be Completely Obsolete’
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