First AI takes the calls. Then your company stops listening

The CEO of Allianz just announced that the travel division of the German insurance giant will cut up to 1,800 jobs over the next 12 to 18 months. The business unit employs around 22,600 people. Roughly 14,000 of them answer customer inquiries and settle claims by phone; all of these positions are ripe for AI-driven transformation. And Allianz is far from alone in cutting these types of jobs. In February, Munich Re announced job cuts of around 1,000 positions because the repetitive work could...