Contact Centers Are Redesigning Jobs, Not Cutting Them
As AI spreads across customer service operations, contact center leaders are expanding agent responsibilities rather than laying off staff. Eighty-five percent of service leaders are increasing what their human representatives do, according to a Gartner survey of more than 320 service leaders released last week.
Only 31% have implemented or are planning layoffs due to AI through the first quarter of 2027. When layoffs do occur, they typically fund AI investments rather than result from the technology replacing workers.
"The customer service and support leaders feel that their human agents are still very, very valuable in the equation of service and support," said Kathy Ross, VP analyst in Gartner's customer service and support practice.
AI Handles Routine Work; Humans Handle the Rest
AI is automating simple, repetitive tasks in self-service channels. The technology also helps agents with knowledge management and call summarization, driving some efficiency gains. But those gains haven't been enough to eliminate human representatives from the equation.
Contact centers are instead reducing headcount through attrition. Half of the service leaders surveyed say they have or plan to pause hiring within the next 18 months.
Brad Birnbaum, CEO of Kustomer, sees the same pattern among his company's customers. "We do see a world of reduced humans," he said. "But right now, based on the current technology, we don't believe in a world of zero humans."
New Skills, New Roles
Contact centers are reshaping what agents do. Eighty-four percent of leaders are revising the skills and experience required for new hires. More than three-quarters are shifting agents into different roles within service and support.
The goal is to move agents toward higher-value interactions that support growth and loyalty. AI handles transactional issues upfront, freeing humans to focus on work that drives business results.
As Nvidia CEO Jensen Huang put it: "You're not going to lose your job to an AI, but you're going to lose your job to someone who uses AI."
For professionals in customer support, the implication is clear: staying current with AI tools is now part of the job. Understanding how to work alongside AI - and how to upskill for new responsibilities - matters more than worrying about replacement.
Your membership also unlocks:
