Predictionsby GlyphAI will cause 49% of current customer service jobs to disappear by 2030.
Forrester
Forrester predicts that by 2030, AI will cause 49% of current customer service jobs to disappear.
- Who
- Forrester
- Made
- May 2026 5 months ago
- Target
- Dec 31, 2030 in 4 years (stated as "by 2030")
- Status
- Openin 4 years
- Source
- AI Will Reshape Customer Service Jobs In Dramatic Ways (Forrester blog) Primary: their own words
- Topics
- Jobs
More from Forrester
At least two countries will turn data-center ratepayer protection into tariffs or equivalent obligations in 2027.AI will account for about 6% of US job losses, around 10.4 million roles, by 2030.Enterprises will defer 25% of their planned 2026 AI spending until 2027.A third of CIOs will adopt gig-worker protocols and agents to support multi-job IT employees in 2026.
Related predictions
AI will add about 8.3% to US GDP by 2030.
Azeem Azhar, Exponential ViewJobsAgents will make AI as fundamental as electricity for knowledge work within 18 months.
Nathan Lambert, InterconnectsJobs60% of organizations will run smaller software engineering teams by 2029, up from 15% in 2026.
GartnerJobsHalf of organizations planning to sharply cut contact center headcount due to AI will drop those plans by 2027.Gartner30% to 50% of work hours and activities could be transformed by AI within three to five years.
Anu Madgavkar, McKinsey & CompanyAI will bring a three and a half day workweek within 30 years.
Jamie Dimon, JPMorgan Chase