On September 21, 2025, Sam Altman, CEO of OpenAI, stated that AI will replace customer service jobs first, while core human roles will remain that cannot be fully automated. This illustrates where job shifts may appear quickly, and alerts companies to retrain employees in higher analytical and communication skills. For users, this could mean faster and more accurate support experiences, but with the need for controls to protect privacy and prevent inaccurate answers. The significance of the news is that it identifies a sector that is likely to change soon and steers the public debate towards fair career transition policies.
OpenAI: Customer service is the first to be affected by AI replacement.
