Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs – Company Announcement - FT.com - Financial Times

The survey was published as a company announcement on the Financial Times.

According to the survey, AI is reducing overall contact volume, which shifts remaining work toward higher-value tasks that require human judgment. The 85% figure represents the proportion of leaders who are increasing the scope of human agents' roles in response to these changes.

The finding contrasts with media narratives forecasting mass job displacement from AI in customer service roles. Gartner's survey suggests that while AI automates routine inquiries, organizations are reinvesting in human labor for more complex interactions. The survey did not specify which industries or regions were included.