Service and Support Leaders Should Redeploy Human Agents to Drive Growth, Not Pursue Complete Automation

By 2028, none (0%) of the Fortune 500 companies will have fully eliminated human customer service, according to Gartner, Inc, a business and technology insights company.

Despite widespread speculation surrounding the replacement of customer service jobs with AI agents, Gartner experts said that a completely agentless future is both unlikely and undesirable.

“AI and automation are transforming how customer service organizations serve customers, but human agents are irreplaceable when it comes to handling nuanced situations and building lasting relationships,” said Kathy Ross, Senior Director Analyst in the Gartner Customer Service & Support practice.

“We expect fewer human agents, but not completely agentless organizations. The most successful organizations are those that balance technology with the human touch, redeploying their teams to focus on growth and customer satisfaction,” Ross said.

Gartner further predicts that by 2027, 50% of organizations that expected to significantly reduce their service workforce due to AI will drop these plans, as many will have failed to achieve their agentless staffing goals. Rather than pursuing aggressive headcount reductions, organizations should use technology to scale support and empower agents to deliver more meaningful customer experiences.

“Service and support leaders should leverage AI for efficiency, but not at the expense of human talent,” advised Ross. “While AI excels at handling routine and well-defined problems, it often struggles with exceptions and high-risk scenarios. Leaders who strategically focus their workforce to support complex, high-value customer interactions will set their organizations apart and drive long-term growth and satisfaction.”

Gartner clients can read more in Agentless Customer Service Should Not Be Your Goal.

About Gartner for Customer Service & Support Leaders

The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent.

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