Goldman Says AI Cuts Call Center Jobs by Up to 39%, Hitting Entry-Level Hiring

3 articles · Updated · CNBC · Aug 19

Goldman Sachs found AI-exposed industries across major developed economies have seen slower job-openings growth since the second half of 2022, with the clearest drag in Germany, Australia and the U.S.
Call centers showed the sharpest hit: employment is now 39% below trend in the U.S., 33% lower in Canada and 27% below trend in Germany; software publishing, consulting and advertising also fell sharply under historical norms.
More than 800 occupations analyzed showed the strongest AI-related headwinds for entry-level workers, with annual headcount growth reduced by over 0.6 percentage point in Australia and more than 0.2 point in the U.S.
Across the broader labor market, a 10% increase in occupational AI exposure was linked to only a 0.1 percentage point drag in France, Canada and the U.S., suggesting the damage remains concentrated in a relatively narrow set of jobs.
Goldman said that pressure is emerging as AI adoption reaches roughly 15% to 20% in major developed markets, led by France, the U.S., the Netherlands and the U.K.