Skip to content
Predictions.

Half of organizations planning to sharply cut contact center headcount due to AI will drop those plans by 2027.

Gartner · made reported June 2026 · target Dec 2027 · Open

Unverified Only a secondary source was found; the original words were not read on a page.

As reported:Gartner expects that among those organizations that expect to severely reduce contact center headcount due to AI , half will drop such plans by 2027.

Half of current customer service jobs will be lost to AI by 2030, Forrester predicts (CX Dive)

The prediction

Who
Gartner
Made
reported June 2026
Target
Dec 31, 2027 (stated as "by 2027")
Status
Openin 15 months
Source
Half of current customer service jobs will be lost to AI by 2030, Forrester predicts (CX Dive) Secondary: a report of what they said
Topics
Jobs

More from Gartner

Prediction
60% of organizations will run smaller software engineering teams by 2029, up from 15% in 2026.Open · Unverified · target Dec 2029
AI coding will cost more than an average developer's salary by 2028 as token prices rise.Open · Unverified · target Dec 2028
More than one in ten enterprises will be AI-first by 2030.Open · Unverified · target Dec 2030
By 2027 AI-optimized servers will use more power than conventional servers.Open · Unverified · target Dec 2027
Data center electricity consumption will pass 1,200 TWh by 2030, beyond what grid supply can meet.Open · Unverified · target Dec 2030
Worldwide AI spending will rise 47% in 2026 to $2.59 trillion.Open · Unverified · target Dec 2026
35% of point-product SaaS tools will be replaced by AI agents or absorbed into agent ecosystems by 2030.Open · Unverified · target Dec 2030
35% of countries will be locked into region-specific AI platforms by 2027.Open · Unverified · target Dec 2027
75% of hiring processes will test AI proficiency by 2027.Open · Unverified · target Dec 2027
AI agents will intermediate more than $15 trillion of B2B spending by 2028.Open · Unverified · target Dec 2028
Over 40% of agentic AI projects will be cancelled by the end of 2027.Open · Unverified · target Dec 2027

Related predictions

Prediction
AI will add about 8.3% to US GDP by 2030.Open · Azeem Azhar · target Dec 2030
Agents will make AI as fundamental as electricity for knowledge work within 18 months.Open · Nathan Lambert · target Mar 2028
30% to 50% of work hours and activities could be transformed by AI within three to five years.Open · Unverified · Anu Madgavkar · target May 2031
AI will cause 49% of current customer service jobs to disappear by 2030.Open · Forrester · target Dec 2030
AI will bring a three and a half day workweek within 30 years.Open · Unverified · Jamie Dimon · target Mar 2056
AI could displace about 6-7% of workers, up to 300 million jobs worldwide, over the next decade.Open · Unverified · Goldman Sachs · target Mar 2036
Links
Gartner on Companies (companies.fru.dev)

Also onEvents

Sources: the source linked on each prediction, checked weekly; outcomes judged on the evidence linked. Logos via logo.dev; trademarks belong to their owners.

New predictions by email

Mondays, only in weeks with new predictions about data, AI and tech or ones coming due.

Double opt-in. Unsubscribe any time.