Artificial intelligence (AI) has been the great promise in the world of customer service for years. Major tech companies announced the imminent disappearance of human agents, predicting a future dominated by virtual assistants and algorithms capable of resolving any inquiry. However, reality is taking a very different turn.
A 180-Degree Shift in Business Strategy
A recent study by Gartner has shaken the foundations of this narrative. According to their predictions, 50% of organizations that had anticipated a significant reduction in their customer service workforce due to AI will abandon those plans before 2027. This trend shift is attributed to the realization that transitioning to “agent-less” service models is proving to be far more complex than expected.
The survey, conducted in March 2025 with 163 industry leaders, reveals that 95% plan to retain their human agents, at least while they redefine the true role that AI should play in their operations. As stated by Kathy Ross, Senior Director Analyst at Gartner: “AI offers great potential to transform customer service, but it is not a cure-all. The human touch remains irreplaceable in many interactions.”
A Hybrid Model: Humans and Machines Working Together
Currently, the dominant approach is “digital first, but not digital only,” meaning technology serves the experience, but empathy and the ability to resolve issues—qualities that only human agents can provide—remain essential. This hybrid model allows for the use of AI to automate routine tasks and streamline processes while reserving the management of more complex or delicate cases for human professionals.
In fact, user experience has been one of the determining factors behind this strategy change. Gartner’s data shows that 51% of customers still rely more on humans to resolve issues, compared to just 7% who prefer to be assisted by AI. This trust in human assistance is especially relevant in situations that require judgment, empathy, or confidentiality.
The Klarna Case and the Myth of Total Replacement
Some companies like Klarna have publicly claimed their AI can handle most customer interactions. However, the reality is that while AI can address a large number of straightforward inquiries, complex cases still depend on experienced human agents. This serves as the perfect example of collaboration between technology and people, far from the total replacement model that was predicted a few years ago.
Moreover, many companies have underestimated the actual costs associated with the implementation, maintenance, and updating of AI systems. It’s not just about investing in technology, but also in training, supervision, and adapting to regulatory changes.
Does This Mean the End of AI in Customer Service?
Not at all. Artificial intelligence remains a fundamental pillar for the future of the industry. Its role, however, is being redefined: it is consolidating as a tool for support, automation, and analysis, but not as a comprehensive substitute. Key tasks where AI is particularly useful include:
- Automation of repetitive processes (such as ticket classification or standard responses).
- Support for agents through automatic suggestions or conversation summaries.
- Generation of reports and trend analysis from large volumes of data.
Keys to the Future: Collaboration and Strategy
The Gartner report is clear: the future of customer service involves strategically integrating artificial intelligence without renouncing the value of human agents. Companies that achieve the right balance between technology and empathy will be better positioned to deliver exceptional experiences and retain their customers.
In summary, the “all AI” trend in customer service has given way to a much more pragmatic and realistic approach. The combination of people and machines will be, at least for the next few years, the winning formula in the customer service sector.