A new report from Gartner is pushing back on one of the biggest assumptions surrounding AI in customer service: that it will lead to widespread layoffs. Instead, the data points to something more nuanced and, for many in collections and financial services, more actionable.
The headline number tells the story. Eighty-five percent of service and support leaders say they are expanding the responsibilities of human agents, even as AI tools reduce inbound contact volume and automate routine tasks. Only 31% report implementing or planning layoffs tied to AI through early 2027.
For companies focused on engaging consumers and driving recoveries, this shift has real implications:
- AI is clearing the runway, not replacing the pilot
Routine interactions like balance inquiries, payment reminders, and basic FAQs are increasingly being handled through self-service and automation. That creates space for agents to focus on higher-value conversations. - The role of the agent is moving up the value chain
Agents are being redeployed into tasks that require judgment, negotiation, and empathy. These are the exact moments that often determine whether a consumer resolves a debt or disengages. - Headcount changes are gradual, not abrupt
Sixty-three percent of leaders are reducing staff through attrition rather than layoffs. Many are also pausing hiring instead of cutting existing teams.
One of the more important data points for operators: consumers still trust people more than AI in key moments. In a separate Gartner survey, 54% of consumers said they trust human agents more than AI when it comes to recommendations, compared to just 32% who prefer AI. For collections, that reinforces a familiar reality. When conversations become complex, emotional, or financially sensitive, human interaction still drives outcomes.
The shift is not theoretical. It is happening now:
- 80% of leaders report pressure to transform their workforce due to AI
- 75% are moving agents into entirely new roles
- 84% are rethinking the skills required for frontline hires
This is less about reducing labor and more about reallocating it toward growth and recovery opportunities.
For operators evaluating AI investments, the message is clear:
The biggest risk is not over-hiring agents in an AI world. It is using AI only as a cost-cutting tool and missing the opportunity to improve outcomes.
The organizations seeing the most value are pairing automation with human capability, using AI to handle volume while positioning agents to win the moments that matter most.
In other words, the future of the contact center is not fewer humans. It is better-deployed humans, supported by AI.
