Mark Gurman: Apple considered replacing ~5,000 AppleCare customer service workers with AI-powered agents, but it has put those plans on hold indefinitely (Joe Rossignol/MacRumors)

Apple once planned to replace roughly 5,000 AppleCare customer-service employees with AI-powered agents. The company has since suspended those plans indefinitely, citing unresolved challenges. No further details on implementation or timelines were disclosed.