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Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

Apr 30, 2026

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2 min read

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

New Gartner data shows AI is reshaping customer service workforces through role redesign and attrition rather than the mass layoffs many predicted

James Stephen

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