Behind the scenes, the layoffs triggered challenges that were not anticipated when the AI rollout was approved.

Former and current employees describe a loss of institutional knowledge, longer resolution times for complex cases, and an increased burden on remaining staff tasked with supervising AI outputs. In some instances, human agents were required to step in and correct AI-generated responses, eroding the productivity gains the layoffs were meant to deliver.

Not anticipated my ass. Every company that has gone down the path of firing experienced staff has run into this issue.