{"id":74063,"date":"2025-09-18T11:07:52","date_gmt":"2025-09-18T10:07:52","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74063"},"modified":"2025-10-19T09:07:09","modified_gmt":"2025-10-19T08:07:09","slug":"openai-ceo-sam-altman-now-claims-ai-will-take-customer-service-jobs-first","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/openai-ceo-sam-altman-now-claims-ai-will-take-customer-service-jobs-first\/","title":{"rendered":"OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First"},"content":{"rendered":"<p><span data-contrast=\"auto\">Sam Altman says he\u2019s &#8220;confident&#8221; that AI will first take over customer service roles as it transforms the job market.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Speaking on <\/span><span data-contrast=\"auto\">\u2018The Tucker Carlson Show\u2019<\/span><span data-contrast=\"auto\"> last Wednesday, Altman stated:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">I&#8217;m confident that a lot of current customer support that happens over a phone or computer, those people will lose their jobs, and that&#8217;ll be better done by an AI.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"none\">The CEO didn&#8217;t only pick on customer service jobs; he suggested programmers could be next, as AI makes its presence felt. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">\u201cSomeone told me recently that the historical average is about 50 percent of jobs significantly change&#8230; every 75 years, on average,\u201d he said. &#8220;My controversial take would be that this is going to be like a punctuated equilibria moment where a lot of that will happen in a short period of time.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Given this, Altman seems to think the staffing make-up of the contact center will change quickly. That comes after he<\/span> <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/totally-totally-gone-openai-ceo-sam-altman-predicts-the-end-of-human-customer-service\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">previously predicted<\/span><\/a><span data-contrast=\"auto\"> the end of human customer service altogether.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Despite that, he now suggests that jobs, like a nurse, are unlikely to meet their end due to the demand for human connection. \u201cNo matter how good the advice of the AI is or the robot, you\u2019ll really want that,\u201d he noted. However, surely, support agents can offer similar reassurance.\u00a0 Just think about vulnerable customers&#8230;.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Nevertheless, Altman\u2019s prediction is not unique, with <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/oracle-pledges-to-automate-all-customer-service-revamps-its-cx-ai-toolkit\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Oracle sharing its aim last year to automate \u201call\u201d of customer support.<\/span><\/a><span data-contrast=\"auto\">\u00a0 Meanwhile, Salesforce CEO Marc Benioff recently boasted about slashing 4,000 live agents from the company\u2019s support team.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The OpenAI CEO\u2019s recent predictions have, however, been met by an eyeroll from many industry professionals.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As<\/span><b><span data-contrast=\"auto\"> Steve Blood, VP of Market Intelligence &amp; Evangelism at Five9<\/span><\/b><span data-contrast=\"auto\">, cheekily said, \u201cThere have been plenty of books written on how to run companies. Does that mean we can get rid of CEOs, too?\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Meanwhile, <\/span><b><span data-contrast=\"auto\">Tod Famous,<\/span><\/b> <b><span data-contrast=\"auto\">Chief Product Officer at Crescendo<\/span><\/b><span data-contrast=\"auto\">, predicted: \u201cThere will be more people working CX 3 years from now than&#8230; today.\u201d<\/span><\/p>\n<p><span data-contrast=\"auto\">Interestingly, <\/span><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/bombshell-study-finds-that-global-contact-center-agent-roles-will-increase-not-decrease-over-the-next-three-years\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">recent Cavell research backs this up<\/span><\/a><span data-contrast=\"auto\">. The analyst suggests that demand for contact center agents will grow from 15.3 million in 2025 to 16.8 million by 2029.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Stephen Vandevenne, co-founder of QontactAI<\/span><\/b><span data-contrast=\"auto\">, added more of a perspective. \u201cCustomer service isn\u2019t just about answering questions. It\u2019s about empathy, nuance, and building trust.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWhile AI can absolutely assist and enhance support operations, removing the human altogether overlooks the complexity and emotional intelligence required in many interactions.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Interestingly, Five9, Crescendo, and QontactAI all offer customer support automation solutions. As does Glia, and <\/span><b><span data-contrast=\"auto\">Jake Tyler, GMT Strategy Leader at Glia, <\/span><\/b><span data-contrast=\"auto\">offered a similar view to Vandevenne in<\/span> <a href=\"https:\/\/www.linkedin.com\/posts\/jaketyler_totally-totally-gone-openai-ceo-sam-altman-activity-7359629540337336320-rgAB?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAAB_MGuQB6bbmsMlLLNjrIhFAQlGGwLO5C-k\" target=\"_blank\" rel=\"noopener\">a LinkedIn post<\/a><span data-contrast=\"auto\">. &#8220;Totally gone?? Maybe\u2026for some use cases, for some businesses, it\u2019s possible. Not for most of us, though,&#8221; he wrote.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">I think the hard lesson with AI is that while AI models are getting really great, there is still a lot of steps in a lot of processes and systems that still require humans.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">With Gartner recently predicting that <\/span><a href=\"https:\/\/www.cxtoday.com\/contact-center\/gartner-exposes-the-pressure-on-customer-service-leaders-to-deploy-limitless-automation\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">50 percent of companies will abandon their plans to reduce headcount in their customer support team by 2027<\/span><\/a><span data-contrast=\"auto\">, that appears to be a critical piece of advice.\u00a0 \u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sam Altman says he\u2019s &#8220;confident&#8221; that AI will first take over customer service roles as it transforms the job market.\u00a0 Speaking on \u2018The Tucker Carlson Show\u2019 last Wednesday, Altman stated:\u00a0 I&#8217;m confident that a lot of current customer support that happens over a phone or computer, those people will lose their jobs, and that&#8217;ll be [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":74075,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-74063","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-artificial-intelligence","tag-chatbots","tag-virtual-agent","brands_to_track-openai","editorial_type-feature","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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