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Shopify CEO says before hiring anyone new, employees must prove AI can't do the job better
Tobi Lütke, the CEO of e-commerce platform Shopify, said his employees will have to step up their AI game.
In early 2023, the company began improving customer service levels by embracing generative AI to handle some tasks that support employees had previously done. In January 2025, the company quietly laid off employees in its support division, which troubleshoots issues for millions of merchants who use the platform to sell products. "What we need to succeed is our collective sum total skill and ambition at applying our craft, multiplied by AI, for the benefit of our merchants," Lutke said in the memo.
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