The push to replace customer service jobs with artificial intelligence (AI) will not fully displace human agents any time soon, according to new research from Gartner.
The firm predicts that by 2028, none of the Fortune 500 companies will have eliminated human customer service roles entirely, despite growing adoption of automation and AI.
“AI and automation are transforming how 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 Gartner’s customer service and support practice.
Using AI vs. human agents
Ross said companies may need fewer agents over time, but those who remain will play a critical role in complex, high-stakes interactions.
“The most successful organizations are those that balance technology with the human touch, redeploying their teams to focus on growth and customer satisfaction,” she said.
Gartner also forecasts that by 2027, half of the organizations that planned major headcount cuts tied to AI will abandon those efforts after falling short of their “agentless” goals. Rather than eliminating staff, companies will increasingly use automation to handle routine requests while freeing human agents for specialized, high-value work.
The findings are especially relevant for ecommerce call centers, where AI-powered chatbots and self-service systems are already widespread. Companies will maintain human agents for escalations, order problems, and relationship-building — areas that remain central to customer loyalty and long-term growth, according to Gartner.
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