What They Did
Sky is the UK's largest pay-TV and telecommunications provider, owned by Comcast. It operated major call centres across Britain in Stockport, Sheffield, and Leeds, employing thousands of customer service representatives handling TV, broadband, and mobile phone inquiries.
How LLMs Killed Them
Sky shifted to AI chatbots and digital self-service tools, eliminating the need for physical call centres. The company cut 2,000 call centre jobs and closed three major facilities, moving customer interactions to automated systems. An additional 600 tech roles were cut months later. Cumulative AI-related job losses since 2023 total nearly 3,000 positions.
Timeline
- March 2025: Announced 2,000 call centre job cuts and closure of centres in Stockport, Sheffield, and Leeds.
- Mid-2025: Transitioned customer service to AI chatbots and digital self-service platforms.
- September 2025: Cut an additional 600 technology roles.
- 2025: Total AI-related job losses since 2023 reached nearly 3,000 positions.
By the Numbers
- 2,000 call centre jobs cut in March 2025
- 3 physical call centres closed (Stockport, Sheffield, Leeds)
- 600 additional tech jobs cut in September 2025
- ~3,000 total positions eliminated since 2023
- Customer service shifted almost entirely to AI and digital self-service