A recent survey by Gartner indicates that artificial intelligence (AI) is playing a growing role in customer service, but not at the expense of human agents.
The survey, conducted in October 2025 among 321 customer service and support leaders, found that 55% of organizations reported stable staffing levels despite handling increased customer volumes. Only 20% of respondents said they had reduced agent headcount as a result of AI adoption.
“Customer service and support leaders should avoid framing AI initiatives solely around headcount reduction,” said Melissa Fletcher, Senior Principal, Research in the Gartner Customer Service & Support practice.
“Instead, focus on incremental transformation and workforce augmentation. Leaders should plan for new roles, leverage central resources, and communicate transparently about AI’s impact to manage expectations effectively.”
The survey also revealed that 42% of organizations are creating specialized roles to manage AI deployment, including AI strategists, conversational AI designers, and automation analysts.
Gartner forecasts that by 2027, half of the organizations currently planning significant AI-driven workforce reductions may abandon those plans as fully automated, agentless service proves difficult to achieve.
The findings offer a more nuanced view of AI in customer service, showing that technology is being used to enhance efficiency and expand capabilities rather than replace human staff.
Author: Hannah Swankie
Published On: 18th Dec 2025
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