[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"$f9nzmvyvhirdb":3},{"_id":4,"slug":5,"title":6,"subtitle":7,"kind":8,"cards":9,"tags":17,"categories":18,"source":19,"lang":22,"author":23,"audioState":26,"stats":27,"publishedAt":30,"renderer":31},"6abc4477ca21c797c7e9e877","5000-ai-applecare-bf0de2c3","涉及约 5000 人：古尔曼称苹果已搁置 AI 替代 AppleCare 客服计划","IT之家 9 月 30 日消息，彭博社的马克 · 古尔曼（Mark Gurman）昨日（9 月 29 日）发布博文，爆料称苹果公司原计划考虑裁减约 5000 名 AppleCare 售后人员，不过最终决定搁置。","news",[10,12],{"headline":6,"body":7,"imageUrl":11,"sourceImageUrl":11},"https:\u002F\u002Fimg.ithome.com\u002Fnewsuploadfiles\u002F2026\u002F9\u002F7d7a61e6-5e7d-44ac-a931-838d6ab2d67f.jpg?x-bce-process=image\u002Fformat,f_auto",{"headline":13,"body":14,"imageUrl":15,"images":16},"古尔曼表示由于 AI 智能体可接管部分电话与网络售后任务，苹果公司曾于 2026 年夏季拟定裁员计划，考虑削减约 5000 个 AppleCare","古尔曼表示由于 AI 智能体可接管部分电话与网络售后任务，苹果公司曾于 2026 年夏季拟定裁员计划，考虑削减约 5000 个 AppleCare 客户服务岗位。古尔曼表示苹果公司目前已无限期搁置这项裁员计划，当前“不再考虑采取这样的措施”。 IT之家注：AppleCare 提供全天候优先联系苹果专家的服务，覆盖 iPhone、Mac 等诸多产品，提供故障排除、账户问题、维修等服务。 此外科技媒体 MacRumors 指出，苹果公司已在美国和加拿大升级 AppleCare 客服热线。用户拨打 1-800-APL-CARE 后，可能被转接至 AI 支持助手。 新系统采用生成式人工智能。虚拟助手可回答 Apple 产品相关问题，并提供分步骤故障排查指导。系统无法回答具体问题时，可将用户转接至人工顾问，用户也可主动要求联系真人客服。","\u002Fapi\u002Fmedia\u002Fposts\u002F5000-ai-applecare-bf0de2c3\u002F1.webp",{"local":15},[],[],{"name":20,"url":21},"ITHome","https:\u002F\u002Fwww.ithome.com\u002F1\u002F008\u002F544.htm","zh-cn",{"handle":24,"displayName":25},"spots","Spots",null,{"views":28,"likes":29,"saves":29,"shares":29,"completions":29,"opens":29,"skips":29,"depthSum":29},1,0,"2026-09-29T23:06:31.902Z","local"]