Apple Shelves Plan to Cut 5,000 AppleCare Jobs via AI Agents, Gurman Says

Bloomberg's Mark Gurman reported on September 29 that Apple had drafted a plan in summer 2026 to cut about 5,000 AppleCare customer service positions, as AI agents could handle some phone and online support tasks. The plan has now been indefinitely shelved, with the company reportedly no longer considering such measures.

AppleCare is Apple's official after-sales support service, offering round-the-clock prioritized access to Apple experts across products such as iPhone and Mac, including troubleshooting, account assistance, and repair arrangements. The potential layoffs would have affected a significant portion of the customer support team, but Gurman says Apple has chosen not to move forward for now.

Separately, MacRumors noted that Apple has upgraded its AppleCare support hotline in the United States and Canada. Callers dialing 1-800-APL-CARE may be connected to an AI support assistant powered by generative AI. The virtual assistant can answer questions about Apple products and provide step-by-step troubleshooting guidance. If it cannot resolve an issue, users can be transferred to a human adviser, or they may actively request to speak with a live representative.