Recent findings from Gartner reveal a notable reversal in the approach to customer service, as many companies reconsider plans to reduce human workers in favor of AI. The consultancy predicts that by 2027, half of the enterprises planning significant workforce reductions will abandon these plans, due to AI's inability to fully replace human agents. As a result, a majority of customer service leaders (95%) intend to retain human employees to ensure a balanced 'digital but not digital only' strategy, focusing on a collaborative approach between AI and human workers for optimal customer satisfaction.
These findings indicate a significant pivot in customer service strategies, where organizations now recognize the irreplaceable value of human agents juxtaposed with AI capabilities.
Gartner emphasizes that a balance between AI technology and human empathy will provide the best customer service, avoiding pitfalls associated with a premature shift to fully AI-operated systems.
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