From Startup Fortune · · 1m 40s
Call Center Jobs Drop for First Time in Decade
AI chatbots cut call center jobs by 39% in US, marking first decline in over a decade.
In brief
AI chatbots cut call center jobs by 39% in US, marking first decline in over a decade. Call center employment fell 39% below historical trends in the US due to AI chatbots, the first net decline in over a decade. Originally reported by Startup Fortune.
Global call center jobs drop
Call center employment worldwide has gone net negative for the first time in over a decade.
US decline accelerates
In the US, call center employment is running 39 percent below historical trends.
Revelio data shows trend
Global call center employment is 5.3 percent below its december 2023 peak.
Eight straight quarters decline
Headcount has fallen year over year for eight straight quarters.
AI chatbots drive decline
The decline started in high-income countries and lines up with the rise of ai chatbots after chatgpt's launch.
BLS data confirms drop
Customer service representative employment fell by 130,180 or 4.8 percent in the year through may 2025.
AI-exposed jobs shrink
The broader group of 18 ai-exposed occupations shrank 0.2 percent between may 2024 and may 2025.
Forrester forecast
Forrester expects customer service representative jobs to drop 13.5 percent over five years to 2.24 million by 2031.
BLS projection
The BLS projects a 5 percent decline in customer service jobs through 2035 due to self-service apps and automation.
IKEA reskilled workers
IKEA reskilled 8,500 call-center workers displaced by its ai chatbot billie into remote design advisors.
New revenue from reskilling
The reskilled workers now generate $1.4 billion a year in revenue for IKEA.
The one thing
Call center employment fell 39% below historical trends in the US due to AI chatbots, the first net decline in over a decade.
