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.

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Balancing efficiency and empathy

Gartner expects that many service teams will shrink in size as technology handles more routine inquiries, but Ross noted that complete elimination of people is not the end goal.

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

By 2027, Gartner anticipates that 50% of businesses originally planning to reduce their service headcount significantly will reverse course. Many will find that attempts to remove people entirely from service delivery fall short.

Instead of pursuing aggressive cuts, leaders are urged to apply automation to scale support while empowering staff to concentrate on more complex customer issues.

Strategy for service leaders

Ross advised organizations to treat AI as an enhancer rather than a substitute, saying: “Service and support leaders should leverage AI for efficiency, but not at the expense of human talent. 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.”

The research suggests future workforce planning will depend on reskilling and redeploying rather than replacing. The human element, Gartner concludes, is still a competitive advantage.