Gartner: Only 21% of service and support leaders say they have cut agents because of AI
In a Gartner survey of 275 leaders, organizations that cut agents reduced their workforce by an average of 16.7% over the past 18 months.
What's happening
According to a Gartner survey of 275 service and support leaders, only 21% say their organization has reduced agent headcount because of AI. Of the respondents, 7% say they have rehired human workers after earlier cuts, and 11% say they will rehire within the next 18 months.
Whose desk it lands on
The head of the contact center. Is the decision to cut agent headcount based on the results AI delivers on real workloads, or on its expected benefits?
Our view
The CX Brief's interpretation, not a claim made by the source.
Cutting staff because of AI is still the exception, not the rule. In September, Gartner predicted that some of the workers laid off because of AI would be rehired; this survey shows the reversal has already begun. Making the call before AI delivers results can prove costly.
