Irreplacable | AI won't erase human customer service entirely says Gartner

Not one Fortune 500 business will have entirely removed human customer service roles by 2028, according to new research from Gartner.

The findings challenge the notion that artificial intelligence alone can deliver all customer support and will eventually replace human customer service workers.

The analyst firm said predictions of an “agentless” future are unrealistic, pointing instead to a hybrid model where people and technology work together. Kathy Ross, Senior Director Analyst in Gartner’s Customer Service & Support practice, said human employees will remain vital to performance.

“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,” she explained.