Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs
April 29, 2026
April 29, 2026
STAMFORD, Connecticut, April 29 (TNSrep) -- Gartner, an information technology research and advisory company, issued the following news release:
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Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs
While 31% Have Implemented or Are Planning AI-driven Layoffs Through 1Q27, Leaders Are Far More Likely To Be Pursuing Workforce Redesign Rather Than Role Elimination
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Gartner Survey Finds 85% of Service and Support Leaders are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs
While 31% Have Implemented or Are Planning AI-driven Layoffs Through 1Q27, Leaders Are Far More Likely To Be Pursuing Workforce Redesign Rather Than Role Elimination
. . .