Mark Gurman: Apple considered replacing ~5,000 AppleCare customer service workers with AI-powered agents, but it has put those plans on hold indefinitely (Joe Rossignol/MacRumors)

According to Bloomberg's Mark Gurman, Apple considered replacing approximately 5,000 AppleCare customer service workers with AI-powered agents. These plans, which would have involved laying off support employees, have been put on hold indefinitely. The information was reported by Joe Rossignol of MacRumors, citing Gurman's insights into Apple's internal considerations regarding its customer service operations.