AI Adoption Drives Thousands of Customer Service Job Cuts at Microsoft, Uber, and Commonwealth Bank

Companies in banking, hospitality, ride-hailing, and software have eliminated thousands of customer service jobs following the adoption of generative AI systems that manage real customer interactions. Microsoft , Uber, and Commonwealth Bank of Australia have confirmed workforce reductions linked to AI in their support operations, according to sources familiar with their operations. Tier-one support roles, which address routine requests, are being phased out most rapidly.