AI's Impact on Telecom Workforce Under Scrutiny
BT Group CEO Allison Kirkby has indicated that further job reductions could occur as advancements in
artificial intelligence continue to reshape operations at one of the UK’s largest telecommunications companies. In a recent interview with the Financial Times, Kirkby revealed that BT’s current target of more than 40,000 job cuts and the goal to remove £3 billion ($4.07 billion) in costs by 2030 might not account for the full potential of AI-driven automation and efficiency improvements[1][3].
Review of Current Restructuring Plans
- BT had previously announced plans to cut up to 55,000 jobs by the end of the decade, stemming from broad company restructuring and increased automation.
- Of these, at least 10,000 roles are expected to be directly impacted by the introduction of digitization, automation, and AI systems, particularly in IT and digital services departments[4].
Efficiency and Service Transformations Driven by AI
BT executives have frequently highlighted the role
AI plays in streamlining company operations, enabling the transition to faster fiber-optic networks, and improving customer service. The company has reported high customer satisfaction scores for AI-powered chatbots now managing a significant share of customer service interactions[4]. Additionally, AI tools are increasingly used to predict and manage network traffic, a task previously reliant on labor-intensive processes.
“The company’s existing plans to cut jobs and shift resources do not reflect the full potential of AI,” CEO Allison Kirkby told the Financial Times[1][3].
Outlook: AI and Telecom Industry Employment
As the telecom sector continues to invest in
AI and digital infrastructure, the prospect of further workforce reductions is likely to remain a focal point in the industry’s ongoing evolution. BT’s moves are being closely monitored as a bellwether for how automation and emerging technologies may redefine roles and employment levels throughout the sector.
