AI automation slows hiring in call centers, tech sectors

Artificial intelligence is beginning to create measurable drag on employment in sectors most exposed to automation, according to new research from Goldman Sachs that tracked hiring patterns across developed economies since late 2022.

The investment bank's analysis, published Wednesday, found that industries with higher AI exposure have experienced slower job opening growth over the past three and a half years. The pattern is most visible in Germany, Australia, and the United States, according to the report first detailed by CNBC.

Call centers face steepest declines

Employment in call centers has fallen dramatically below historical trends across multiple countries. In the United States, call center employment now sits 39% below trend, while Canada has seen a 33% decline and Germany 27% below trend.

Other heavily affected sectors include software publishing, management consulting, and advertising, all of which have dropped sharply below their long-run employment trajectories across developed markets. Goldman characterized these patterns as evidence that AI-related employment pressures are already visible wherever automation tools capable of replacing human work have become available.

The information and communication services sector broadly has seen employment growth slow across nearly all major developed economies since 2022, though employment levels in most countries outside the U.S. remain near or above long-term trends.

Entry-level positions bear disproportionate impact

Goldman's analysis of more than 800 occupations revealed that workers at the start of their careers face the strongest AI-related headwinds. While a 10% occupational exposure to AI corresponded to only a 0.1 percentage point drag on annual headcount growth in France, Canada, and the U.S. overall, entry-level workers experienced far larger impacts—ranging from more than 0.6 percentage points in Australia to over 0.2 percentage points in the United States.

The bank also identified a smaller but notable negative effect among occupations considered at high risk of AI displacement.

Why it matters

This research provides the first concrete evidence that AI adoption is translating into measurable labor market effects beyond anecdotal reports. For business leaders evaluating AI investments, the data suggests automation is already reshaping workforce needs in predictable ways—particularly in customer service and knowledge work roles. The disproportionate impact on entry-level positions raises questions about how companies will develop talent pipelines if traditional starting roles disappear.

Adoption rates vary across economies

Goldman estimated that major developed markets have reached AI adoption rates of roughly 15% to 20%, based on a synthesis of 11 surveys across countries. France, the United States, the Netherlands, and the United Kingdom lead in adoption, while Italy, Japan, and New Zealand trail among developed economies. Major emerging markets show estimated adoption rates between 10% and 15%.

Despite the clear employment pressures in certain sectors, Goldman concluded that AI-related hiring impacts remain concentrated in a relatively narrow set of industries and worker categories rather than representing broad labor market disruption.

The findings were first reported by CNBC based on Goldman Sachs research published this week.