STAMFORD, Conn.--(BUSINESS WIRE)--Apr 28, 2026--
Eighty-five percent of customer service and support leaders are expanding human agent responsibilities as AI reduces contact volume and shifts work toward higher-value tasks, according to a survey by Gartner, Inc., a business and technology insights company. Just thirty-one percent have implemented, or are planning, frontline workforce reductions through layoffs in response to AI through 1Q27.
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A Gartner survey of 321 customer service and support leaders worldwide, conducted from September through October 2025, found that workforce transformation is underway, with 80% of service and support leaders reporting pressure to make workforce changes as AI reduces contact volumes and improves agent efficiency.
“Service and support leaders need a plan for how they will reshape their workforce for AI’s impact, otherwise a plan will be handed to them,” said Kathy Ross, Vice President Analyst in the Gartner Customer Service & Support Practice.
Rather than pursuing widespread job cuts, more organizations are taking a measured approach to managing these shifts. Sixty-three percent (63%) of service leaders are reducing frontline headcount gradually through attrition, while reallocating agent capacity toward higher-value responsibilities that support growth, loyalty and long-term efficiency (see Figure 1).
“As AI begins to automate simple work, that success creates a new challenge,” said Eric Keller, Senior Director Analyst in the Gartner Customer Service & Support practice. “Service leaders must decide whether to simply do the same work at lower cost or to redeploy human agents into roles that AI cannot replace and that customers value most.”
AI Expands the Scope of Human Work
Rather than using AI efficiency gains solely to reduce costs, the majority of organizations are expanding and redefining the role of the human agent. The survey found that 85% of service leaders are adding new tasks and responsibilities to frontline agent roles, while 75% are shifting agents into entirely new roles within the service and support organization. Despite external expectations for rapid workforce reductions, large-scale layoffs remain the exception rather than the norm, underscoring a broader shift toward workforce redesign rather than elimination.
As agent roles evolve, human interaction continues to play a critical role in customer trust and decision-making. In a separate Gartner customer survey of 5,801 customers in the U.S. conducted from January - February 2025, 54% of customers said they trust human agents more than AI for product or service recommendations, compared with 32% who trust AI more, reinforcing the importance of human involvement in complex, high-stakes or advisory interactions.
“Organizations that only use AI to reduce costs risk missing a strategic opportunity,” said Keller. “The real advantage comes from combining AI efficiency with human judgment, empathy and experience to deliver outcomes that technology alone cannot.”
Gartner clients can read more in the report: As AI Frees Up Agent Capacity — Here’s What Smart Leaders Do and listen to the webinar: Redesign the Frontline Role for AI’s Impact.
Gartner is the World Authority on AI
Gartner is an indispensable partner to C-Level executives and technology providers as they implement AI strategies to achieve their mission-critical priorities. The independence and objectivity of Gartner insights provide clients with the confidence to make informed decisions and unlock the full potential of AI. Clients across the C-Level are using Gartner's proprietary AskGartner AI tool to determine how to leverage AI in their business. With more than 2,500 business and technology experts, 6,000 written insights, as well as more than 4,000 AI use cases and case studies, Gartner is the world authority on AI. More information can be found here.
About the Gartner Customer Service & Support Conference
The Gartner Customer Service & Support Conference is taking place November 4-5, 2026, in Denver, providing customer service and support leaders with actionable advice about the trends, tools and emerging technologies they need to deliver business results in an AI-driven world. Gartner analysts address the biggest opportunities, challenges and priorities in the market today, including the latest advancements in AI , innovative strategies that are transforming customer experience, streamlining support channels and harnessing data to drive results to shape the future of their organizations. Follow news and updates coming out of the conference on the Gartner Newsroom and on X and LinkedIn using #GartnerCSS.
About Gartner for Customer Service & Support Leaders
The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent.
Follow news and update from the Gartner Customer Service & Support Practice on X and LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Customer Service & Support Newsroom.
About Gartner
Gartner (NYSE: IT) delivers actionable, objective business and technology insights that drive smarter decisions and stronger performance on an organization's mission-critical priorities. To learn more visit gartner.com.
Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs
