Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026

Feb 18, 2026 | Corporate Member News

AI Will Significantly Reshape Frontline Roles with More than 80% of Organizations Planning to Expand Human Agent Responsibilities

Customer service and support leaders are facing increased executive expectations to invest in AI, according to a survey by Gartner, Inc., a business and technology insights company. Ninety-one percent of service and support leaders surveyed reported pressure from executive leadership to implement AI – marking a sharp increase in urgency for AI‑enabled transformation.

The Gartner survey of 321 customer service and support leaders conducted in October 2025 found leaders identified improving customer satisfaction, operational efficiency, and self‑service success as their top priorities for 2026. Many are now turning to AI to support first‑contact resolution, reduce customer effort, and guide customers through more seamless service journeys, evolving beyond traditional use cases focused solely on back‑office efficiency.

“Service organizations are entering a period where AI and human expertise must work in tandem,” said Kim Hedlin, Director, Research, in the Gartner Customer Service & Support practice. “Leaders are not just deploying AI—they are redesigning service models to ensure that technology enhances the customer experience while humans provide context, empathy, and judgment.”

Service and support leaders also expect to significantly reshape frontline roles, with nearly 80% of organizations planning to transition at least some agents into new roles, driven by expected automation of routine tasks, and the need for human expertise in complex or emotionally sensitive interactions. Additionally, 84% of leaders plan to add new skills to the agent role and adjust hiring profiles to support this shift.

“Service organizations are entering a period where AI and human expertise must work in tandem,” said Kim Hedlin, Director, Research, in the Gartner Customer Service & Support practice.

As organizations scale self‑service, leaders are also prioritizing knowledge management improvements. The survey showed 58% of service leaders aim to upskill agents into knowledge management specialists, acknowledging the need for accurate, continually updated content to support both AI systems and customer self‑service interactions.

Gartner clients can read more in the report: 2026 Survey Results: Service and Support Leaders’ Goals and Game Plans.

About the Gartner Customer Service & Support Conference

The Gartner Customer Service & Support Conference is taking place November 4-5, 2026 in Denver, providing customer service and support leaders with actionable advice about the trends, tools and emerging technologies they need to deliver business results in an AI-driven world. Gartner analysts address the biggest opportunities, challenges and priorities in the market today, including the latest advancements in AI , innovative strategies that are transforming customer experience, streamlining support channels and harnessing data to drive results to shape the future of their organizations. Follow news and updates coming out of the conference on the Gartner Newsroom and on X and LinkedIn using #GartnerCSS.

About Gartner for Customer Service & Support Leaders

The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent.

Follow news and update from the Gartner Customer Service & Support Practice on X and LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Customer Service & Support Newsroom.

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