Sam Altman
CEO, OpenAI
Customer-support jobs will be 'totally, totally gone' to AI bots that Altman says don't make mistakes
01 / THE ORIGINAL CLAIM
“Now some areas, again, I think just like totally, totally gone. I don't know if any of you have used one of these, like, AI-customer support bots, but it's incredible. … It can do everything that any customer support agent at that company could do. It does not make mistakes. … When you call customer support, you're going to be talking to an AI, and that's fine.”
Sam Altman ·
02 / THE REALITY CHECK
OverhypedBLS still counted 2.67 million US customer service reps in 2025, and AI support bots demonstrably make mistakes.
Judged on the evidence. No prediction deadline.
03 / FOLLOW THE EVIDENCE
What actually happened.
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01
July 22, 2025: At the Fed's capital-framework conference, Altman said "entire classes of jobs will go away" and singled out customer support.
federalreserve.gov ↗ -
02
Apr 2025, three months earlier: Cursor's front-line AI support bot told users that being logged out under a nonexistent single-device policy was expected behavior. The co-founder had to post: "We have no such policy."
theregister.com ↗ -
03
May 2025: Klarna's CEO said focusing on cost meant "what you end up having is lower quality" and began reinvesting in human support.
customerexperiencedive.com ↗ -
04
Sept 2025: Salesforce did cut about 4,000 support roles as AI agents took over half of customer conversations, a real case of displacement.
theregister.com ↗ -
05
Oct 2025: A Gartner survey of 321 customer-service leaders found only 20% had reduced agent headcount because of AI, while 55% kept staffing stable despite higher volumes.
callcentrehelper.com ↗ -
06
Feb 2026: Gartner predicted that by 2027, half of the companies that cut customer-service staff because of AI will rehire staff for similar work under different job titles.
techrepublic.com ↗
Why it was overhyped
Altman described today's AI support bots as able to do everything a human agent does, without mistakes. The record says otherwise. Klarna walked back its AI-first support push in May 2025 after quality fell, and Cursor's own AI support bot invented a nonexistent policy. In an October 2025 Gartner survey of 321 service leaders, only 20% had cut agent headcount because of AI. The occupation is shrinking slowly, not vanishing: BLS counted 2,666,000 customer service representatives in 2025 and projects a 5% decline by 2035. Some real cuts did happen, most visibly at Salesforce.