Tag Archives: Gartner

Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI

Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges. By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. Continue reading Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI

Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029

By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs, according to Gartner, Inc. Continue reading Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029

Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025

Eighty-five percent of customer service leaders will explore or pilot a customer-facing conversational generative AI (GenAI) solution in 2025, according to a survey by Gartner, Inc. Continue reading Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025

Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service

Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service, according to a survey by Gartner, Inc. Furthermore, 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. Continue reading Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service