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According to a survey conducted by Gartner in October 2023 among 321 customer service and support managers, the introduction of AI in customer service has not led to large-scale staff reductions. Only 20% of the surveyed managers reported that their customer service teams had shrunk due to the use of AI. This data reflects that although AI is widely regarded as a technology that could potentially replace human customer service representatives, at this stage, AI more often enhances human work rather than completely replacing it.
The survey found that 55% of customer support managers believe that AI allows them to serve more customers with relatively stable team sizes. This indicates that AI not only improves the efficiency of customer service but also expands the scope of service coverage to some extent. Additionally, 42% of respondents said they are actively hiring professionals related to AI, including AI strategists, conversational AI designers, and automation analysts, to support the effective deployment and management of AI. This shows that companies are preparing for the development of AI technology and expect to enhance the effectiveness of AI through specialized teams.
Gartner also predicts that by 2027, about half of the companies will abandon the "no-human pure AI" customer service vision and opt for a more reasonable human-AI collaboration model. This trend indicates that future customer service will emphasize human-AI collaboration rather than simple replacement of humans. This collaborative working model will provide customers with a more comprehensive and personalized service experience.
Key Points:
🌟 Only 20% of customer service managers reported that their team sizes were reduced due to AI, indicating that AI mainly plays an enhancing role.
🤖 55% of managers believe that AI helps them serve more customers with the same workforce, showing improved efficiency.
📈 Gartner predicts that by 2027, nearly half of companies will abandon pure AI customer service and prefer a human-AI collaboration model.