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Gartner, Inc. predicts that by 2028, none of the Fortune 500 companies will have fully eliminated human customer service, emphasizing the critical role of human agents despite advancements in AI and automation. Announced on September 10, 2025, this forecast challenges the notion of a completely agentless future, advocating for a balanced approach to enhance customer experiences.
Gartner predicts 0% of Fortune 500 companies will fully eliminate human customer service by 2028.
By 2027, 50% of organizations planning AI-driven workforce reductions will abandon these goals.
Human agents remain essential for nuanced, high-value customer interactions.
AI excels in routine tasks but struggles with complex, high-risk scenarios.
Stock price: $233.03 (IT) as of September 11, 2025, per the finance card above.
Leaders urged to redeploy agents for growth and customer satisfaction.
Despite speculation about AI replacing customer service roles, Gartner asserts that human agents are irreplaceable for handling nuanced situations and fostering lasting relationships. “AI and automation are transforming how customer service organizations serve customers, but human agents are irreplaceable when it comes to handling nuanced situations and building lasting relationships,” said Kathy Ross, Senior Director Analyst in the Gartner Customer Service & Support practice. Gartner expects a reduction in human agents but not their complete elimination, with successful organizations leveraging AI for efficiency while redeploying agents to focus on growth and satisfaction.
Gartner predicts that by 2027, 50% of organizations anticipating significant workforce reductions due to AI will abandon these plans, as agentless goals prove unattainable. “Service and support leaders should leverage AI for efficiency, but not at the expense of human talent,” Ross advised. AI excels in routine tasks but falters in complex, high-risk scenarios, making human agents vital for delivering meaningful customer experiences that drive long-term growth.
As shown in the finance card above, Gartner’s stock (IT) closed at $233.03 on September 11, 2025, with a market cap of $18.65 billion. Despite a year-to-date decline from $506.76 in September 2024, Gartner’s authoritative insights, as evidenced by this prediction, reinforce its influence in guiding enterprise strategies, potentially stabilizing investor confidence.
Gartner urges service leaders to balance AI automation with human expertise, focusing agents on high-value interactions to enhance customer loyalty and brand perception. This approach aligns with Gartner’s broader mission to provide actionable insights, as seen in its AI Use Case Insights tool, which helps leaders prioritize over 500 AI use cases across industries. The full report, Agentless Customer Service Should Not Be Your Goal, is available to Gartner clients for deeper analysis.
Gartner (NYSE: IT) delivers actionable, objective business and technology insights that drive smarter decisions and stronger performance on an organization's mission-critical priorities. The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice, and tools to achieve mission-critical priorities, including improving customer experience, optimizing service channels, and retaining high-potential talent.
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