According to a recent survey of customer service and support leaders, 85% are expanding the responsibilities of human agents as AI begins to absorb routine volumes.
The research, conducted by Gartner between September and October 2025, reveals that while 80% of leaders feel significant pressure to overhaul their workforce due to AI-driven efficiency gains, only 31% have implemented or are planning frontline layoffs through the first quarter of 2027. Instead of mass exits, the industry appears to be leaning toward a workforce redesign model.
Kathy Ross, Vice President Analyst in the Gartner Customer Service & Support Practice, said:
“Service and support leaders need a plan for how they will reshape their workforce for AI’s impact, otherwise a plan will be handed to them.”
Attrition Over Elimination
The data indicates that organizations are opting for a measured transition. Rather than abrupt staff reductions, 63% of service leaders are managing headcount through natural attrition. This allows them to reallocate remaining agent capacity toward higher-value tasks that drive customer loyalty and long-term business growth.
Eric Keller, Senior Director Analyst in the Gartner Customer Service & Support practice, said:
“As AI begins to automate simple work, that success creates a new challenge. Service leaders must decide whether to simply do the same work at lower cost or to redeploy human agents into roles that AI cannot replace and that customers value most.”
The Evolution of the Human Agent
The scope of the human agent is widening significantly. Gartner found that 75% of leaders are shifting agents into entirely new roles within the service organization. This shift is supported by customer sentiment; a separate Gartner study of over 5,800 U.S. consumers found that 54% trust human agents for product recommendations, compared to just 32% who trust AI.
This trust gap highlights the continued necessity of human intervention for complex, high-stakes, or advisory-based interactions.
Eric Keller added:
“Organizations that only use AI to reduce costs risk missing a strategic opportunity. The real advantage comes from combining AI efficiency with human judgment, empathy and experience to deliver outcomes that technology alone cannot.”