The 10/13 earnings call included a statement that employees in operations, customer service, technology and risk should examine closely. Scharf described AI agents capable of performing work in call centers and operations sites. His point was that a large company can deploy technology across a much wider workforce and achieve greater benefits from the same investment. This matters because Wells Fargo is already operating with substantially fewer employees.
THE WORKFORCE CONTEXT
September 2025: 210,821 employees
September 2026: 194,369 employees
That's 16,452 fewer employees over one year, approximately 7.8%.
And Wells Fargo's headcount has declined for 24 consecutive quarters, according to management's six-year statement.
WHICH FUNCTIONS DID MANAGEMENT DISCUSS?
The October earnings call described AI applications across several areas:
Software development: Faster coding and autonomous agents where appropriate.
Customer service: Automation of common banking activities.
Operations: AI agents capable of performing work within operations sites.
Cybersecurity: Identifying vulnerabilities and accelerating code development and testing.
Risk management: Simplifying existing processes.
Underwriting and complaints: Accelerating response times and routine workflows.
Financial-advisor support: AI tools that reduce routine administrative work and improve information access.
These are applications management discussed. They are not a confirmed list of departments scheduled for layoffs.
HERE'S THE REAL QUESTION
If AI reduces the time required for routine tasks, what happens to the employees who previously performed them?
There are several possibilities.
The bank could redeploy employees into higher-value work.
It could increase output targets while maintaining existing staffing.
Or it could allow departures to go unfilled as automation takes over portions of the workflow.
All three are possible. Actual decisions depend on the business.
THE CFO'S MESSAGE MAKES THIS MORE IMPORTANT
Discussing 2027 expense planning, Mike Santomassimo said:
"we expect every part of the company to drive meaningful efficiency."
He also explained that next year's expenses would reflect continued efficiency work, investment needs and salary inflation.
Questions:
Ops: Are AI tools reducing staff requirements or simply increasing transaction targets?
CS: Are service expectations changing as more routine customer tasks are automated?
Tech: Are faster coding tools being used to justify larger delivery commitments?
Risk: Are manual reviews disappearing, or are employees still responsible for checking automated output?
Nobody can confirm individual layoff decisions from an earnings call.
But when management identifies specific work AI can perform and simultaneously expects companywide efficiency, employees should be asking where the staffing assumptions are changing.
Sources:
October 13, 2026 earnings call:
https://www.benzinga.com/news/26/10/62329932/full-transcript-wells-fargo-q3-2026-earnings-call
Wells Fargo Q3 workforce and AI analysis:
https://www.grindhotline.com/wells-fargo-2027-job-risk-q3-2026-headcount-ai.html