AI Transforms Customer Service: New Study Reveals Massive Shift in Job Profiles and Global Competition

AI is Transforming Customer Service Jobs and Operations

A recent study by Roland Berger reveals that artificial intelligence (AI) is already deeply integrated into customer service, with 95% of surveyed executives using AI in some capacity. The pace of adoption is expected to increase significantly, with 83% anticipating AI to become very important within three years. This shift will affect about half a million customer service and call center jobs in Germany alone, changing job requirements and operational models.

Changing Job Profiles and Skills

AI adoption is driving demand for employees with higher technical skills who can oversee and manage AI systems. At the same time, many routine and low-skilled tasks are being automated, which will reduce the number of such roles. Organizations must prepare their workforce with targeted upskilling and new job profiles that combine human expertise with AI capabilities.

Global AI Adoption: Asia and the US Lead

Companies in Asia and the US are ahead in deploying AI for customer service. European companies face slower progress due to regulatory challenges and legacy structures. Asian firms, in particular, use AI extensively—not just for chatbots and automation, but also for advanced features like sentiment analysis, personalized recommendations, and proactive selling.

Levels of AI Maturity in Customer Service

• Level 1: Basic automation integrated into standard customer service processes.
• Level 2: Extensive automation and outsourcing combined with an optimized, value-driven customer experience.
• Level 3: AI champions where customer service is mostly handled by AI, offering personalized, 24/7 support with minimal human intervention.

Companies at level 3 benefit from a cost-efficient, customer-focused operating model that leverages AI comprehensively.

Current State of AI Readiness

Despite growing interest, 60% of surveyed companies are still classified as laggards in AI adoption, 33% as adopters, and only 7% as AI innovators. The wholesale and retail sectors show the highest levels of adoption and innovation, while consumer goods lag behind. This signals that many organizations are still in the early stages of integrating AI into customer service.

A Holistic Approach is Essential

Simply automating isolated processes won't deliver the full benefits of AI. Companies need a clear strategy that includes:

• Defined AI goals aligned with customer engagement objectives
• Revised organizational structures and processes
• Updated job profiles and employee training
• Access to quality data and appropriate AI tools

Taking a comprehensive approach ensures smoother AI integration and better outcomes for both customers and businesses.

Overcoming Regulatory and Structural Barriers

European companies face additional hurdles from regulatory constraints and established corporate structures. However, these challenges shouldn't prevent AI adoption. Companies are encouraged to actively engage with technology providers and policymakers to create frameworks that support AI use while maintaining compliance.

Proactive collaboration can help unlock AI’s full potential in customer service, improving customer satisfaction and operational efficiency.

Conclusion

AI is reshaping customer service through automation and enhanced customer engagement. Executives should prioritize developing clear strategies that combine technology, workforce development, and organizational change. Staying ahead means moving beyond partial AI implementations to a comprehensive, well-planned approach.

For professionals looking to build skills in AI and customer service, exploring targeted training and certification programs can be a valuable step. Resources like Complete AI Training’s courses for customer support roles offer practical learning paths tailored to evolving job demands.