{"schema":"hottub-news/story/v1","story":"st_7drji4f2fjva24cmtaaq","title":"涉及约 5000 人：古尔曼称苹果已搁置 AI 替代 AppleCare 客服计划","title_en":"Gurman claims Apple has shelved AI replacement for AppleCare customer service plan","outlets":1,"brief":null,"page":"https://hottub.news/stories/gurman-claims-apple-has-shelved-ai-replacement-for-applecare-customer-7drji4f2fj","count":1,"items":[{"id":"n_7drji4f2fjva24cmtaaq","seq":794744,"kind":"article","title":"涉及约 5000 人：古尔曼称苹果已搁置 AI 替代 AppleCare 客服计划","title_en":"Gurman claims Apple has shelved AI replacement for AppleCare customer service plan","url":"https://www.ithome.com/1/008/544.htm","summary":"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。 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。","published":"2026-09-29T22:29:08Z","seen":"2026-09-30T00:29:42Z","lang":"zh","country":"CN","source":{"id":"kite-ithome-com-f1cdd0","name":"ithome.com","domain":"ithome.com","outlet":{"wikidata":"Q28413779","name":"IThome","type":"website","country":"CN","designations":["website"]}},"via":"kite-ithome-com-f1cdd0","entities":[{"id":"Q89","name":"apple","type":"org"},{"id":"Q4152442","name":"Gurman","type":"person"}],"story":"st_7drji4f2fjva24cmtaaq","category":"science-technology","category_p":0.6700000166893005,"sentiment":"negative","tone":-0.5799999833106995,"political":0.27000001072883606}]}