Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs

AI Briefing

• – Gartner survey finds 85% of service and support leaders expanding human agent responsibilities as AI reduces contact volume and shifts work towards higher-value tasks. Only 31% have implemented or are planning frontline workforce reductions through layoffs. AI adoption will impact 1Q27.
• – Gartner survey reveals 85% of customer service and support leaders are expanding human agent roles.
• – Most service and support leaders are adapting to AI-driven changes by shifting human agents to higher-value tasks.