Story perspectives

Human Agents Here to Stay: 54% of Companies Retain Staff

9/13/2025

Summary

Story summary

A Gartner study predicts that Fortune 500 companies will retain human customer service agents through 2028, despite AI advancements.
Only 11% plan to reduce staff due to AI, while 54% intend to keep staffing levels stable.
Experts emphasize the importance of human agents for complex issues requiring empathy and judgment.
A Verizon report reveals 88% of consumers prefer human interactions, with 47% frustrated by lack of access to live agents.
Companies should integrate AI to enhance, not replace, human interactions, necessitating employee reskilling for evolving roles.

History

Historical Context

The rise of the Internet in 1999 revolutionized customer service, with 70% of companies adopting online support by 2000. However, many recognized the importance of human interaction. Today, despite advancements in AI, 88% of consumers still prefer human agents, emphasizing the need for companies to reskill employees to maintain customer satisfaction in an increasingly automated environment.

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Story summary

A Gartner study predicts that Fortune 500 companies will retain human customer service agents through 2028, despite AI advancements.
Only 11% plan to reduce staff due to AI, while 54% intend to keep staffing levels stable.
Experts emphasize the importance of human agents for complex issues requiring empathy and judgment.
A Verizon report reveals 88% of consumers prefer human interactions, with 47% frustrated by lack of access to live agents.
Companies should integrate AI to enhance, not replace, human interactions, necessitating employee reskilling for evolving roles.

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