Telstra expects to shrink workforce as it leans in ‘hard’ on AI — including in customer service

AI could cut tens of thousands of jobs globally as companies optimize operations—but telco Telstra is already planning to reduce its workforce by 2030 through AI efficiencies in customer service, software development, and autonomous agents. CEO Vicki Brady emphasized that the company will embrace AI as a key driver of change over the next five years, though analysts remain skeptical about the productivity gains companies like Telstra might achieve. Meanwhile, Telstra is part of its Connected Future 30 strategy to enhance cost efficiency, aiming to rank among the top global enterprises in employee engagement by 2030.