The Doorman Fallacy

Mexico · Customer service · 27 February 2026

Izzi

980 roles cut as AI takes over telephone customer service.

Status
Too early to tell
Roles
980
The door
Answering customer telephone calls
Last checked
12 November 2026
Next review
12 February 2027

Reported

What the sources say. Each statement ends with a note that carries its quote.

The role

The jobs cut were mainly in call-centre areas.1 A large part of the dismissals affected workers affiliated to the Sitatyr union.2

Xataka México reported that the call-centre area had for years carried operational problems and constant criticism from users about the quality of service.3

The change

The company would replace its traditional call centres with automated systems based on artificial intelligence.4 The company accelerated the replacement of human operators with AI systems.1

According to Francisco Valim, chief executive of Izzi and Sky, artificial intelligence had already formed part of customer service for some months.5 The executive said that, because of significant results, the company decided to commit to full integration of AI.6

The technology came from companies including Oracle, Salesforce and Amazon Web Services.7 Valim did not say how many jobs would be lost.8

What happened next

At the close of 2025 the company eliminated 980 positions, equal to 15.5% of the workforce it reported at the end of 2023.9

Open questions

  • What do call volumes, waiting times and complaint numbers show once the AI telephone operator handles calls?
  • How many customer service centres still operate with human staff?
  • What have Sitatyr and its members reported since the 980 job cuts?
  • Has any of the work returned to people, through rehiring or restored human telephone lines?

Footnotes

  1. “La reestructura impulsada por Grupo Televisa eliminó 980 puestos de trabajo tras la consolidación de ambas empresas, principalmente en áreas de call center, mientras la compañía acelera el reemplazo de operadores humanos por sistemas de IA.” ↩ ↩2

  2. “Según el reporte, buena parte de los despidos afectó a trabajadores afiliados al Sindicato Industrial de Trabajadores y Artistas de Televisión y Radio (Sitatyr).” ↩

  3. “La mayoría de los despidos ocurrió en centros de atención telefónica, un área que desde hace años arrastraba problemas operativos y constantes críticas de usuarios por la calidad del servicio.” ↩

  4. “De acuerdo con Expansión, la empresa sustituirá sus call centers tradicionales por sistemas automatizados basados en inteligencia artificial.” ↩

  5. “De acuerdo con Francisco Valim, CEO de izzi y Sky, la IA ya formaba parte de la interacción de atención al cliente desde hace unos meses.” ↩

  6. “El directivo dijo que, debido sus ‘resultados significativos’, se decidió apostar por la integración total de la IA.” ↩

  7. “La tecnología detrás de esta transformación proviene de empresas como Oracle, Salesforce y Amazon Web Services.” ↩

  8. “Valim no reveló cuántos empleos se perderán con esto.” ↩

  9. “Al cierre de 2025, la empresa eliminó 980 plazas de trabajo, equivalentes al 15.5% de la plantilla total reportada al cierre de 2023.” ↩

The doorman reading

Analysis. This is the site’s reading of what the sources describe, not something they say.

No source has reported hidden work going missing yet, such as complaints, waits, overtime, rehiring or a reversal. The ledger looks for it at each review.

What they said

What the organisation said the change would do, in its own words.

“Durante una llamada con analistas por los resultados financieros de finales de 2025, Valim aseguró que 2026 sería “el año en que pasaremos de un teléfono típico a un operador telefónico basado en IA”.”

Francisco Valim, chief executive of Izzi and Sky, 27 February 2026S2

“Televisa promete que la integración de esta tecnología mejorará notablemente la experiencia de sus usuarios.”

Grupo Televisa, 10 March 2026S1

“El objetivo, según informó la compañía, es optimizar costos y mejorar la eficiencia operativa; lo anterior como parte del proceso de reestructuración del sector de telecomunicaciones de Televisa en una sola entidad tras la fusión de ambas marcas, que concluyó a finales de 2025.”

Grupo Televisa, 10 March 2026S1

Timeline

Every update, oldest first.

  1. 14 May 2026

    Too early to tell

    980 positions eliminated at the close of 2025, 15.5% of the 2023 workforce.S3

Changelog

Corrections, and when the case was last looked at.

No corrections so far.

Last checked 12 November 2026. No new reports since 14 May 2026.

Sources

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Report an error

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History of this case