Contact centers redesign jobs rather than cut them as AI spreads
Contact center leaders are expanding agent responsibilities instead of laying off staff as they deploy AI, according to a Gartner survey of more than 320 service leaders released last week. Eighty-five percent of service and support leaders are adding new tasks to human representatives' roles, while only 31% have implemented or plan layoffs due to AI through the first quarter of 2027.
The finding contradicts widespread fears of mass job cuts. Instead, companies are pursuing workforce redesign through attrition and hiring pauses rather than eliminations.
Where AI actually helps
AI is handling simple, repetitive tasks in self-service channels and augmenting agents with tools like knowledge management and call summarization. These gains in efficiency aren't enough to remove humans from the equation.
"The customer service and support leaders feel that their human agents are still very, very valuable," said Kathy Ross, VP analyst in Gartner's customer service and support practice.
Half of surveyed service leaders say they have or plan to pause hiring within the next 18 months. This approach reduces headcount without layoffs.
New skills, new roles
Contact centers are reshaping agent positions rather than eliminating them. Eighty-four percent of leaders are revising skills or experience requirements for new hires. More than three-quarters are shifting agents into different roles within service and support.
Brad Birnbaum, CEO of Kustomer, a customer service platform, said his company's customers are reducing headcount and pausing hiring even as they grow. "We do see a world of reduced humans," Birnbaum said. "But we don't currently believe - and the models will change one day - but right now, based on the current technology, we don't believe in a world of zero humans."
The shift creates space for agents to focus on higher-value interactions that drive customer loyalty and long-term efficiency gains.
As Nvidia CEO Jensen Huang put it last year: "You're not going to lose your job to an AI, but you're going to lose your job to someone who uses AI."
Learn more about AI for Customer Support or explore the AI Learning Path for Call Center Supervisors.
Your membership also unlocks:
