AI Will Significantly Reshape Frontline Roles with More than 80% of Organizations Planning to Expand Human Agent Responsibilities
The Gartner survey of 321 customer service and support leaders conducted in October 2025 found leaders identified improving customer satisfaction, operational efficiency, and self‑service success as their top priorities for 2026. Many are now turning to AI to support first‑contact resolution, reduce customer effort, and guide customers through more seamless service journeys, evolving beyond traditional use cases focused solely on back‑office efficiency.
“Service organizations are entering a period where AI and human expertise must work in tandem,” said Kim Hedlin, Director, Research, in the Gartner Customer Service & Support practice. “Leaders are not just deploying AI—they are redesigning service models to ensure that technology enhances the customer experience while humans provide context, empathy, and judgment.”
Service and support leaders also expect to significantly reshape frontline roles, with nearly 80% of organizations planning to transition at least some agents into new roles, driven by expected automation of routine tasks, and the need for human expertise in complex or emotionally sensitive interactions. Additionally, 84% of leaders plan to add new skills to the agent role and adjust hiring profiles to support this shift.
“Service organizations are entering a period where AI and human expertise must work in tandem,” said Kim Hedlin, Director, Research, in the Gartner Customer Service & Support practice.
