Survey Finds 85% Of Customer Service Leaders Are Expanding Human Agent Duties

As AI use grows, more organizations are shifting staff to higher value tasks rather than eliminating positions. You can learn more about how your peers are using AI at ACA’s upcoming Convention & Expo in July.

A global survey of 321 customer service and support leaders conducted by Gartner Inc. found that 85% of management professionals are expanding the responsibilities of their frontline human agents. This shift persists even as 80% of respondents report intense internal pressure to alter workforce structures due to artificial intelligence driving down inbound contact volumes.

The data suggests that immediate layoffs are not the primary outcome of corporate automation strategies. While 31% of service leaders have implemented or planned frontline layoffs through the first quarter of 2027, a larger group of 63% is choosing to manage headcount reductions gradually through natural attrition. This approach allows organizations to reallocate remaining human agent capacity to complex responsibilities that support organizational growth.

“Service and support leaders need a plan for how they will reshape their workforce for AI’s impact, otherwise a plan will be handed to them,” Kathy Ross, vice president analyst in the Gartner Customer Service & Support practice, said in a statement.

Some big corporations are already demonstrating how this hybrid methodology functions during operational disruptions. Expedia Group CEO Ariane Gorin explained during a Q1 2026 earnings call that while the travel company uses AI to resolve over 30% of its 250 million annual service interactions, human staff remain indispensable. Gorin noted that when flights were canceled across the Middle East due to the war, intelligent automation managed the surging volumes at speed, which allowed human agents to focus entirely on more complex, time-sensitive consumer issues.

Gartner’s survey found that instead of cutting staff to the lowest possible level, 75% of operations managers are moving agents into entirely new roles within their service departments. The operational transition is driven by consumer preferences regarding trust and decision-making. In a separate Gartner study of 5,801 U.S. consumers, 54% said they trust human agents more than AI for product or service recommendations, while 32% preferred technology.

Eric Keller, senior director analyst at Gartner, noted that restricting AI implementation to cost-reduction metrics causes businesses to miss strategic advantages. Keller said that long-term value stems from pairing automated efficiency with human judgment, empathy, and operational experience to achieve complex outcomes.

ACA’s Take

According to TransUnion, adoption of artificial intelligence and machine learning among collection agencies jumped from 73% in 2024 to 93% in 2025.

This data underscores why accounts receivable management (ARM) professionals must focus on workforce redesign over simple headcount elimination. Automated tools often require more critical thinking from humans, not less, to handle advanced problem-solving and mitigate compliance risks.

AI Takes Center Stage at ACA Events

As these conversations continue to evolve, staying informed about how technology is shaping the ARM industry remains critical. ACA’s TechTalk community chat offers a monthly forum for members to exchange ideas, share best practices, and explore emerging technologies. The next TechTalk will take place May 20, from 1–2 p.m. CT.

Your peers are also having conversations about AI in The Exchange, ACA’s new members-only online community.

Additionally, several sessions at ACA’s Annual Convention & Expo, July 22-24, at Rosen Shingle Creek in Orlando, will specifically explore how AI is transforming the ARM industry, covering governance and privacy, agent training, and dispute management.

Attendees can learn how to:

• Safely and effectively implement generative AI tools
• Deploy AI agents within collections workflows
• Strengthen internal controls
• Navigate the rapidly evolving regulatory landscape surrounding artificial intelligence

Sessions will also examine how AI is reshaping consumer behavior itself, including the growing impact of AI-powered credit repair tools, self-service technologies, and digital communication preferences.

Register by June 10 to take advantage of early-bird savings!

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