Business
Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs
STAMFORD, Conn., April 28, 2026--Eighty-five percent of customer service and support leaders are expanding human agent responsibilities as AI reduces contact volume and shifts work toward higher-value tasks, according to a survey by Gartner, Inc., a business and technology insights company. Just thirty-one percent have implemented, or are planning, frontline workforce reductions through layoffs in response to AI through 1Q27.
About this update from Gartner, Inc.
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