"Researchers found that only 20 percent of customer service and support leaders reported reducing agent staffing to favor our would-be robot overlords. "Customer service and support leaders should avoid framing AI initiatives solely around headcount reduction," said Melissa Fletcher, senior principal of research in the Gartner Customer Service Support practice. "Leaders should plan for new roles, leverage central resources, and communicate transparently about AI's impact to manage expectations effectively.""
"Meanwhile, 42 percent of organizations are hiring for newly created jobs for humans that incorporate AI into their workflow. "Although conversations about AI in customer service tend to focus on AI's role in headcount reduction, many leaders (42%) have found themselves hiring specialized staff to help with their AI initiatives," the researchers found. "These roles may include AI strategists, Agent assist analysts, AI automations and process analysts, conversational AI designers, and AI analysts and Trainers.""
A Gartner survey of 321 customer service and support leaders found only 20 percent reduced agent staffing to favor AI. Forty-two percent of organizations are hiring for newly created human jobs that incorporate AI into workflows. Many of the new roles include AI strategists, agent assist analysts, AI automations and process analysts, conversational AI designers, and AI analysts and trainers. Fifty-five percent of businesses maintained the same number of employees while handling higher customer volumes, indicating efficiency gains rather than widespread job elimination. Twenty-five percent of organizations paused hiring replacements when agents left. Gartner estimates half of organizations planning major AI-driven workforce reductions will be forced to reconsider those goals by 2027.
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