Why Human Customer Service Isn’t Going Anywhere Despite the AI Push
Many companies are pausing plans to fully replace customer service agents with AI due to poor results and customer complaints. A hybrid model where humans and AI collaborate is becoming the norm.
‘Digital First, But Not Digital Only’: Why Customer Service Workers Are Staying Put
Customer service teams were among the earliest targets for AI-driven automation. Many enterprises planned to cut human roles and replace them with AI agents to reduce costs. However, a recent shift shows that half of those companies are now rethinking those plans. The main reasons? A flood of consumer complaints and disappointing results from AI implementations.
Gartner's latest analysis reveals that human workers remain essential in customer service. Despite the strong push for AI adoption, half of the companies aiming to significantly reduce their customer service workforce will abandon those plans by 2027. The technology simply hasn’t proven capable of fully replacing human agents.
Why ‘Agent-less’ Customer Service Isn’t Happening Yet
Many organizations are struggling to meet their goals for ‘agent-less’ customer service models. Gartner’s poll of customer service and support leaders found that 95% intend to keep human workers for as long as possible. The idea is not to eliminate humans but to let them shape how AI fits into the workflow.
This approach creates a “digital first, but not digital only” strategy. It avoids rushing into full automation and acknowledges that AI can’t yet handle every customer interaction effectively. For now, customer service workers aren’t going anywhere.
Kathy Ross, Senior Director Analyst at Gartner, sums it up well: AI can transform parts of customer service but isn’t a cure-all. The human touch—empathy, understanding, and adaptability—is still crucial. A hybrid model where AI supports human agents is the best way to deliver great customer experiences.
The Reality of a Two-Tier Customer Service Model
Some companies like Klarna were upfront about replacing hundreds of customer service jobs with AI. Early results seemed promising, with AI assistants handling work equivalent to 700 people and cost savings improving revenue per employee. Klarna's CEO Sebastian Siemiatkowski initially championed this approach.
However, at London Tech Week in 2024, Siemiatkowski took a more cautious stance. He now envisions a two-tier customer service system: premium, human-led support for VIP customers, and automated support for others. This model isn’t a full retreat from AI but an acknowledgment that human agents still add value, especially for complex or sensitive issues.
This idea has traction among consumers too. A recent survey by Quantum Metric found 40% of UK respondents would pay a monthly fee for human customer service rather than relying on AI or self-service. More than half said real people are essential to properly resolve complaints or queries.
What This Means for Customer Support Professionals
- Human roles aren’t disappearing: AI will assist but not replace customer service agents completely anytime soon.
- Hybrid models are the future: Your role may evolve to work alongside AI tools rather than be eliminated by them.
- Premium human support matters: Complex cases and VIP customers will still rely heavily on skilled human agents.
If you’re looking to strengthen your skills and stay ahead in this hybrid environment, consider exploring AI training tailored for customer support roles. Learning how to collaborate effectively with AI tools can boost your value and job security. Check out relevant courses at Complete AI Training designed specifically for customer service professionals.
Customer service will remain a human-centric field. AI can help lighten the load, but empathy and real understanding can’t be automated—at least not yet.
