Why Apple thought AI could replace 5,000 AppleCare workers & what happened to the plan

Apple drew up a plan over the summer to lay off about 5,000 AppleCare customer support workers and hand much of their work to AI agents, but the move is now on hold, Bloomberg reports. The plan was based on the belief that improved AI phone and web agents could handle parts of their job. It comes as new CEO John Ternus overhauls the company.