Q: Will AI replace customer service representatives?

A: Not fully. While the latest advances in generative AI, including OpenAI's ChatGPT and Google Bard, have propelled the technology forward, they can't be compared to human agency.

The hype around workforce reduction needs to be quelled. Gartner predicts that investment in generative AI will lead to a 20 percent to 30 percent reduction in customer service and support agents by 2026, but not a wholesale shuttering of the live customer service function. Here’s why:

  1. Generative AI is still not advanced enough to demonstrate human-like agency. It can be applied effectively to act as an assistant to service agents, automate recurring tasks, resolve low-complexity issues or perform specific tasks, but it cannot take on the complex issues that require human judgment to resolve.