RE: RE: RE: The future of Ai..will it ever make money ?13 Feb 2026 17:34
Gartner Predicts Half of Companies That Cut Customer Service Staff Due to AI Will Rehire by 2027
STAMFORD, Conn., February 2, 2026
Service and Support Leaders Should Prioritize Long-Term Growth Over Short-Term Cost Reduction
By 2027, 50% of companies that attributed headcount reduction to AI will rehire staff to perform similar functions, but under different job titles, according to Gartner, Inc, a business and technology insights company.
“While AI-driven layoffs have captured attention, the reality is more complex,” said Kathy Ross, Senior Director Analyst in the Gartner Customer Service & Support practice. “Most recent workforce reductions were influenced by broader economic conditions rather than automation alone. As organizations encounter the limits of AI and rising customer expectations, they will need to reinvest in human talent to sustain service quality and growth.”