How AI Will Redefine The Customer Service Agent Role

Customer service and support leaders are facing increasing pressure to integrate AI into agents' roles while balancing customer experience with cost efficiency. As AI technology evolves, leaders must strategically plan its integration to harmonize human and automated efforts, enhancing service quality and fostering innovation. With improving customer satisfaction and operational efficiency as top priorities for 2025, understanding AI's role is crucial. Join this complimentary Gartner customer service and support webinar, where Gartner experts will dive deep into the strategic dilemma facing service organizations: should AI support human agents or take the lead? This session is designed to provide insights for navigating this complex landscape and offer practical guidance on effectively blending AI with human interaction, ensuring your organization is equipped to meet future challenges and expectations. You will leave this session with answers to your vital questions, an opportunity to explore AI's transformative potential in customer service, a copy of the research slides and recommended actions to help you achieve your goals.

Learn how to evaluate your primary strategic objective for using AI
Discover the Gartner strategic framework you can use to determine which customer service agent persona aligns with your organizational AI priorities
Gain practical insights on how to effectively blend human and automation efforts