# AI is causing job losses in customer service Allianz to cut 1,800 positions due to AI transformation in its travel division. - **Source:** [Fast Company](https://www.fastcompany.com) - **Published:** 2026-07-22 - **Topic:** [Business](https://brifing.si/c/business) - **Original article:** - **On Brifing:** https://brifing.si/s/8704a620-d230-4f21-ad51-1ee487450abb ## The AI Revolution Artificial intelligence is rapidly spreading across the customer service sector. Major companies like Allianz are implementing AI-based solutions to replace call center staff. This shift is expected to bring significant changes to the workforce landscape. ## Allianz's Decision German insurance giant Allianz announced it will eliminate 1,800 positions in its travel division. This move will create major waves among the company's 22,600 employees, particularly putting 14,000 phone-based customer service roles at risk. ## Impact of Automation AI-powered systems can resolve customer inquiries faster and cheaper. While this means cost savings for companies, it translates to job losses for human workers. The balance between efficiency and employment becomes a critical question. ## Industry Implications Allianz's move could create a domino effect in the insurance sector. Other major players might follow suit, potentially transforming the employment structure of the entire industry in fundamental ways. ## The Future of Workers The rise of AI threatens traditional customer service roles. Employees will need to acquire new skills to remain relevant. Companies must support their workforce through this transitional period to maintain morale and capability. ## Finding the Balance Striking the right balance between technology and human workforce presents a major challenge for corporations. While AI boosts efficiency, preserving the human element remains crucial. This transformation will test leadership vision across industries. ## Sources covering this story - https://www.fastcompany.com/91573808/first-ai-takes-the-calls-then-your-company-stops-listening — --- _Summary written by Brifing from the original reporting. Copyright in the original article belongs to its publisher; read the full piece at the link above._