{"id":28321,"date":"2025-10-01T15:04:01","date_gmt":"2025-10-01T13:04:01","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/ai-in-customer-service-why-human-employees-remain-indispensable\/"},"modified":"2026-06-03T22:37:23","modified_gmt":"2026-06-03T20:37:23","slug":"ai-in-customer-service-why-human-employees-remain-indispensable","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/ai\/ai-in-customer-service-why-human-employees-remain-indispensable\/","title":{"rendered":"AI in customer service: why human employees remain indispensable"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">According to research and consulting firm Gartner, no Fortune 500 company will have <a href=\"https:\/\/pegamento.nl\/en\/agentic-ai\/\">completely agentless customer service<\/a> by 2028. Despite the rapid growth of AI in customer service and far-reaching automation, the human factor remains crucial to customer experience and loyalty. <\/p>\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n<p class=\"wp-block-paragraph\">Where AI is often predicted to completely replace the human customer service representative, Gartner shows that this scenario is both unrealistic and undesirable.<\/p>\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"100\" height=\"23\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/10\/Gartner_logo.svg_.png\" alt=\"\" class=\"wp-image-19177\" style=\"width:87px;height:auto\"\/><\/figure>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"200\" height=\"200\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/10\/Kathy-Ross-Gartner.jpeg\" alt=\"\" class=\"wp-image-19171\" srcset=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/10\/Kathy-Ross-Gartner.jpeg 200w, https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/10\/Kathy-Ross-Gartner-150x150.jpeg 150w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>&#8220;AI and automation are changing the way organizations serve customers, but human employees are irreplaceable in handling complex situations and building lasting relationships,&#8221;  <\/em><\/p>\n<\/blockquote>\n\n<p class=\"wp-block-paragraph\"><em>Kathy Ross, Senior Director Analyst at Gartner Customer Service &amp; Support<\/em><\/p>\n\n<p class=\"wp-block-paragraph\"><strong>The future of customer service: hybrid customer contact<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">In the coming years, the role of AI in customer service will continue to grow. AI technology is excellent at handling routine questions and structured processes. But for complex customer questions, exceptions and emotionally charged situations, the human employee remains the key to success.  <\/p>\n\n<p class=\"wp-block-paragraph\">Gartner predicts that by 2027, half of the organizations that had committed to drastically reducing their service personnel will reverse those plans. The reason: completely agentless customer service is proving impractical. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>AI as a supplement, not a replacement<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">The organizations leading the way, according to <a href=\"https:\/\/www.gartner.com\/en\" target=\"_blank\" rel=\"noreferrer noopener\">Gartner<\/a>, are those that deploy AI for efficiency and scalability, while employees focus on valuable customer interactions.<\/p>\n\n<p class=\"wp-block-paragraph\">Ross adds:<\/p>\n\n<p class=\"wp-block-paragraph\"><em>&#8220;The most successful organizations leverage AI to increase efficiency, but put their human talent to work in the moments that really matter. That sets them apart from the rest and leads to lasting customer loyalty.&#8221;<\/em><\/p>\n\n<p class=\"wp-block-paragraph\"><strong>What does this mean for your organization?<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">For service and support leaders, the challenge lies in finding the right balance. Specifically, this means: <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Use AI in customer service to automate routine work and respond faster.<\/li>\n\n\n\n<li>Invest in human employees so they can focus on complex customer inquiries and relationship building.<\/li>\n\n\n\n<li>Opt for hybrid customer contact, where people and technology reinforce each other.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n<p class=\"wp-block-paragraph\">At Pegamento, we see daily how this balance helps organizations future-proof their customer service. Solutions such as AI-driven mail routing, transcription and chatbots increase speed and scalability, while human employees ensure the personalized customer experience. <\/p>\n\n<h2 class=\"wp-block-heading\">Example of AI-driven customer contact<\/h2>\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/pegamento.nl\/en\/klantcase\/113-suicide-prevention\/\">113 Suicide Prevention use AI in handling inquiries<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/pegamento.nl\/en\/klantcase\/municipality-of-amsterdam\/\">Municipality of Amsterdam increases customer satisfaction with application of AI<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>According to research and consulting firm Gartner, no Fortune 500 company will have completely agentless customer service by 2028. Despite the rapid growth of AI in customer service and far-reaching automation, the human factor remains crucial to customer experience and loyalty. Where AI is often predicted to completely replace the human customer service representative, Gartner [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":28329,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[501],"tags":[536,541,537,542,538,539,540],"class_list":["post-28321","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","tag-ai-in-customer-service","tag-customer-experience","tag-customer-satisfaction","tag-digital-transformation","tag-future-of-customer-service","tag-human-touch","tag-hybrid-customer-contact"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28321","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=28321"}],"version-history":[{"count":1,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28321\/revisions"}],"predecessor-version":[{"id":28337,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28321\/revisions\/28337"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/28329"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=28321"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=28321"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=28321"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}