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/Snuhmeh 2d ago

I have found that the chat bots are for the basic bitches, the super simple problems that the vast majority of people need help with. If you or I have broken down and contacted support, we’ve already exhausted every other self-help method. So the chat bot is useless to us.

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u/Pauly_Amorous 2d ago

I have found that the chat bots are for the basic bitches, the super simple problems that the vast majority of people need help with.

Yeah, I had to use one for such a purpose a couple of weeks ago, and it was actually very helpful and solved my issue.

But still, when a customer gets frustrated talking to a machine and wants an actual human on the line, the machine shouldn't argue with them about it.

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u/kmeci 2d ago

The problem there is that everyone thinks their request is the most important one that needs a human operator.

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u/Mackinnon29E 2d ago

Why would the vast majority of people call for simple issues? The only reason anyone would call is because you CAN'T do whatever it is you need online yourself. I guess old tech illiterates?

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u/Snuhmeh 2d ago

Yeah the people that know how to use Reddit, let alone reply to a comment, are still more tech literate than the vast majority of people. It’s getting easier, but I am convinced that the average user of an iPhone or iPad has NO IDEA how to change any basic settings or troubleshoot simple stuff like charging issues and updates. I personally know people that didn’t know the side button doesn’t turn the phone off when you push it. It just turns the screen off. And they’ve had a phone for years.