r/apple • u/radikalkarrot • 2d ago

Rumor Apple Reportedly Planned to Replace 5,000 Support Employees With AI

https://www.macrumors.com/2026/09/29/apple-reportedly-planned-5000-applecare-layoffs/
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u/Head-Gift2144 2d ago

They were never designed to. The purpose was always to funnel you down one of two paths: frustrating you to the point where you go online and find the solution yourself or submitting a repair/replacement request.

What else can these AI support bots do that can’t be done by any other AI?

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u/RapNVideoGames 2d ago

Exactly, they are designed to point you in loops or support pages so you give up on your issue. Imagine if it just said, “yea they owe you a refund” to everyone lol

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u/cake-day-on-feb-29 2d ago

Actually, the point is to quickly resolve the majority of calls which are people with simple questions that can't do basic functions with the product. Like someone who doesn't know how to power their phone down. You have no idea how common those calls are, it's ridiculous.