SKY TO CUT 2,000 CALL CENTRE JOBS – The company is planning to replace staff with AI chatbots
Sky is set to eliminate 2,000 customer service jobs as it shifts towards AI-powered chatbots and online support, citing a decline in customer preference for phone-based assistance.
The broadcaster plans to shut down three of its ten UK call centres, located in Stockport, Sheffield, and Leeds, reducing its workforce by 7%. Instead, Sky will expand its investment in 24/7 online chat services, with representatives based overseas, alongside the use of artificial intelligence (AI) chatbots.
The company, owned by US media giant Comcast, claims most customers now prefer to manage tasks like contract renewals and bill payments through its app and website rather than over the phone. As a result, Sky expects call volumes to drop significantly from 25 million per year to 17 million by 2029.
The job cuts come as Sky struggles with financial losses and the transition from traditional satellite TV to a more competitive streaming market. The broadcaster reported a £773 million loss in 2023, largely due to write-downs in its Italian and German divisions, alongside rising costs for football broadcasting rights.
