Sam Altman warns AI may eliminate entire job categories, with customer support roles at most risk

Sam Altman predicts AI will eliminate entire job categories, endangering customer support roles first.

: During a conference in Washington, OpenAI CEO Sam Altman expressed concerns about AI's potential to eliminate entire job categories, particularly customer support roles. He described AI agents as superior performers that can handle tasks without errors and at high speed, likening them to a 'super-smart, capable person' without the need for a phone tree or transfers. Despite his alarm over AI's capabilities, Altman acknowledged the importance of maintaining human involvement, particularly in healthcare, where AI like ChatGPT can diagnose better than most doctors but isn't a complete replacement. Other industry leaders, including Anthropic's Dario Amodei and CEOs from Amazon and Ford, share Altman's views, warning of broad job displacement in the future.

OpenAI CEO Sam Altman recently warned that artificial intelligence may soon eliminate entire job categories, with customer support roles facing the greatest risk. Speaking at a financial conference in Washington, D.C., Altman stated that AI systems like ChatGPT are rapidly advancing in their ability to handle customer service tasks more efficiently than humans. He emphasized that these systems are already functioning like “super-smart, capable” agents that respond instantly and without error, making traditional customer service jobs highly automatable.

Altman explained that AI can already handle complex customer interactions without the delays associated with human support, such as phone trees and transfers. This advancement, he warned, could lead to mass displacement in the service industry, particularly in roles that involve repetitive, procedural tasks. However, he also pointed out that the evolution of work due to technology is not a new phenomenon. Throughout history, major technological shifts have replaced some jobs while creating entirely new ones, and he believes AI will follow the same trajectory.

Despite AI's potential to surpass human abilities in fields like healthcare—where he noted that large language models can sometimes outperform doctors in diagnostics—Altman maintained that human oversight is still critical. He stressed that while AI can enhance productivity and assist in decision-making, it should not be fully relied upon in areas involving life-or-death judgments or ethical complexity. In his own words, he still wouldn’t trust ChatGPT with his “medical fate.”

Altman also voiced concerns beyond job displacement, warning about the misuse of AI in fraud and cybersecurity. He highlighted the growing risk of deepfake voice fraud and the potential for AI to be weaponized by malicious actors against financial institutions or governments. These comments come amid broader discussions about the need for stronger AI regulations and ethical frameworks to guide deployment across industries.

Ultimately, Altman’s message was both a warning and a call to adapt. As AI transforms the labor landscape, he believes businesses, educators, and governments must work proactively to prepare workers for this shift. Reskilling, human-AI collaboration, and thoughtful regulation will be key to ensuring the benefits of AI are widely shared and that society avoids the worst-case consequences of unchecked automation.

Sources: The Guardian, PC Gamer, Business Insider, Tom's Guide

TechnologyAIAutomation