BT CEO: AI May Deepen Job Cuts Further

BT Group CEO Allison Kirkby has warned that advances in artificial intelligence could lead to job cuts deeper than the planned reduction of 40,000 to 55,000 roles by 2030, with at least 10,000 positions expected to be replaced by AI, particularly in customer service and network diagnostics. The company is integrating AI across operations, including its EE division's virtual assistant, which now handles up to 60,000 customer conversations weekly. Kirkby stated that AI's evolving capabilities mean the workforce could shrink further and that the £3 billion cost-saving plan may be surpassed. She also raised the possibility of spinning off BT’s Openreach unit if its value is not reflected in BT’s share price. Industry-wide, similar concerns have been voiced by Klarna’s CEO, who warned that AI-driven efficiency could significantly impact white-collar jobs and potentially trigger a recession. BT continues to see strong demand for fiber broadband and growing earnings despite these structural changes.