They're doing a massive build out of fibre to the premises (replacing old copper) and VOIP at the moment so I guess it makes sense that they'd need a lot fewer

They're doing a massive build out of fibre to the premises (replacing old copper) and VOIP at the moment so I guess it makes sense that they'd need a lot fewer people once that's complete. They're assuming the new fibre will take much less maintainace than old copper. And better chatbots will replace a lot of CS staff.