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Gartner Survey: Nearly One-Third of Service and Support Leaders Plan or Have Implemented AI-Driven Frontline Layoffs

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ME News, April 23 (UTC+8), according to a global survey recently released by Gartner, 31% of service and support leaders stated that they have implemented or plan to implement layoffs of frontline employees through artificial intelligence technology by the first quarter of 2027. The survey was conducted in the third quarter of 2024, covering over 300 relevant leaders. The report indicates that AI is being used to automate repetitive tasks such as password resets and ticket classification, thereby reducing the need for manual processing. Gartner analysts believe this is a way for service organizations to optimize costs and improve efficiency, but it needs to be managed carefully to mitigate potential negative impacts on employee morale and customer experience. The report suggests that organizations should retrain affected employees to shift toward higher-value complex problem-solving roles and ensure transparent communication. (Source: InFoQ)
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