According to GartnerCSS research, investment in generative AI will reduce customerservice roles by 20-30% by 2026. However, increased AI adoption will also create new roles in the customer service function. Learn more in a new article on CMSWire:
What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents."
So, some customer support agents jobs will be lost. But they won't necessarily lose their jobs entirely. New jobs will emerge in customer service thanks to generative AI.practice, said in a blog post Aug. 3. “Gartner predicts that investment in generative AI will lead to a 20-30% reduction in customer service and support agents by 2026, but not a wholesale shuttering of the live customer service function.”Phew. If I’m in customer service, that’s a welcome thought.
Gartner suggests sharing with customer support agents how the organization plans to integrate generative AI to help reps to be more productive, the impact generative AI adoption will have on certain agent activities, how the role will change as a result and the new opportunities that will be created to enable generative AI.
According to Challa, generative AI can be applied effectively to act as an assistant to service agents in the following ways:Perform specific tasks on which the generative AI model is trained
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Bye, Bye Customer Service and Support Agents. Hello, Generative AIAccording to GartnerCSS research, investment in generative AI will reduce customerservice roles by 20-30% by 2026. However, increased AI adoption will also create new roles in the customer service function. Learn more in a new article on CMSWire:
Read more »