AI In Customer Service: Not The Cost-Saver You Think
CIO, Tuesday, February 17th, 2026
Is artificial intelligence a job killer? Not for customer support, Gartner says.
The fear that AI will replace human jobs is a major concern for many employees worldwide. One reason often given for job displacement via AI is the perception that use of artificial intelligence to perform a role will be more cost-effective. This assumption is having an impact on various industries, as large US tech companies in particular cut large numbers of jobs, citing the advancements of AI and automation.