Gartner Research indicates a strong customer preference for interacting with human agents.
<div class="media-with-label__label">
Credit: Gorodenkoff - Shutterstock.com </div>
</figure>
</div>
</div>
</div>
</div>In recent years, numerous businesses and entities have reduced their support staff, operating under the assumption that AI-driven solutions could manage these functions more effectively.
However, Gartner Research now predicts that the need for human-led support will likely rise starting next year, driven by customers’ preference for human interaction.
“Artificial intelligence currently lacks the maturity to fully substitute the knowledge, compassion, and discernment provided by human beings,” stated Emily Potosky from Gartner. “Exclusive reliance on AI at this stage is premature and carries the risk of unforeseen repercussions.”
Gartner anticipates that within the next year, 50% of organizations that have implemented AI for support will rehire human personnel, though new job titles may be required for these returning employees.
