AI won’t replace customer service agents at Fortune 500 companies, at least according to Gartner. Despite popular belief and the many industry signs pointing to a complete overhaul of human labor in the workforce, Gartner predicts that a hybrid support system is expected to lead the way. The report likely encourages many employees to breathe a fresh sigh of relief, as many have repeatedly stated that human agents will be essential in service. However, the shift towards AI-powered operations has led to the fear that businesses are not on the same page.
The predictions are in: AI won’t replace human agents in customer service roles across Fortune 500 companies. An agentless future is not on the cards. (Image: Pexels)
AI Won’t Replace Human Agents Completely, According to Gartner
Analyst firm Gartner recently released a report adding to the discourse on whether human agents will remain with the advent of AI, particularly in customer service roles, and the results are surprising. The agency’s speculation suggests that no Fortune 500 companies will completely eliminate human agents by 2028. Companies like Salesforce and Commonwealth Bank of Australia (CBA) have made valiant efforts to bring in AI agents into customer service roles, however, while some projects have been successful, others have seen limited results.
Gartner’s predictions on the unlikelihood of agent-less services also noted that half of the firms planning to drastically reduce their headcount in support centers will abandon their plans by 2027. Why? Primarily due to their failure to achieve their agentless staffing goals.
Why Does Gartner Believe Agentless Customer Service Is Unlikely?
While the agency appears certain that AI won’t replace agents, the reasoning behind the prediction is equally important. The data suggests that while organizations may be able to aggressively channel resources into AI services, there are some niche tasks and roles that humans will perform better. When it comes to the experiences among customers and clients, there is much to be desired in interacting with AI.
“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,” said Kathy Ross, Senior Director Analyst in the Gartner Customer Service and Support practice. Cutting down on human agents comes with the risk of eroding some of the trust that businesses have built up over the years, and many will have to pause and consider whether the shift is one worth making.
Even when we narrow down on the costs to support and sustain AI infrastructures, many unpredictable expenses have not been considered. Human agents will likely remain despite AI advances, because for most customers, gaining a sense of trust is easier with human workers. Aspects like empathy and understanding are critical to people-facing roles, and in this regard, AI won’t replace agents, at least for the next few years.
Gartner Predicts Hybrid Support Will Lead the Way
All things considered, while fully agentless customer service is unlikely, AI may still reshape how businesses operate. In many other roles, AI tools will replace the need for human labor and force the jobs around those tasks to evolve to some degree. Additionally, even with Gartner’s prediction of “no agent-less services,” AI-assisted customer service is a distinct possibility.
The Fortune 500 businesses serve as a blueprint for the strategies that other businesses adopt. If these predictions are true and the firms keep their human agents, we expect that many other businesses will also follow suit.
Some roles will be lost to AI; however, businesses will be better served by using AI tools to improve the performance and efficiency of the workers on the job. As we’ve said before, AI is a tool, not a solution, in most situations. Utilizing the technology to its full capacity while also ensuring that human labor is allowed to thrive to its full capacity is likely to be the sweet spot to help businesses grow by leaps and bounds.
What do you think about the predictions that AI won’t replace agents in customer service roles? Is this a likely scenario or just wishful thinking? Share your thoughts with us. Subscribe to The HR Digest for more insights on workplace trends, layoffs, and what to expect with the advent of AI.