Telstra plans workforce cuts by 2030 as AI reshapes operations
Telstra forecasts a smaller workforce by 2030 due to AI integration in customer service and software development, with autonomous agents on the horizon.
Telstra, Australia's largest telecommunications company, has revealed plans to shrink its workforce by 2030 as it aggressively adopts artificial intelligence (AI) across its operations. The announcement came during the company's annual investor day on Tuesday.
Key Points:
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AI-Driven Efficiency: CEO Vicki Brady stated that AI "will be a significant unlock" for the workforce, though she didn't specify exact reduction numbers. Telstra currently employs over 31,000 full-time equivalent staff.
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Autonomous AI Agents: While Telstra hasn't yet launched agentic AI (which can act autonomously), Brady indicated this technology could be working alongside staff within months, though not directly with customers initially.
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Customer Service Transformation: CFO Michael Ackland highlighted that AI could revolutionize Telstra's $2bn annual spend on customer engagement activities, including contact centers and billing.
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Current AI Implementations: The company already uses generative AI to summarize customer calls, a task previously done manually by staff.
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Network Improvements: AI is expected to enable networks that can self-repair and proactively identify issues before they occur.
Industry Context:
The announcement follows similar moves by other tech companies, including cybersecurity firm CrowdStrike, which recently announced job cuts citing AI efficiencies.
Related: AI to transform telecoms but technology won't completely replace humans, new Optus CEO says
Strategic Goals:
As part of its "Connected Future 30" strategy, Telstra aims to:
- Be in the top 25% of global companies for employee engagement
- Achieve top 25% AI maturity among global enterprises by 2030
Brady emphasized that while the exact shape of the business in 2030 is unpredictable, the workforce will undoubtedly be smaller due to AI-driven efficiencies.
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About the Author
Dr. Lisa Kim
AI Ethics Researcher
Leading expert in AI ethics and responsible AI development with 13 years of research experience. Former member of Microsoft AI Ethics Committee, now provides consulting for multiple international AI governance organizations. Regularly contributes AI ethics articles to top-tier journals like Nature and Science.