Will Customer Service Careers Die in the Age of AI

The question of how AI will impact jobs is front of mind for many right now. Mckinsey Global Institute projected that between 75 million and 375 million workers will need to switch occupations by 2030 due to AI. Against this backdrop it’s easy to assume careers in customer service and customer experience (CX), particularly when we read figures like the following from WifiTalent, finding that 85% of customer interactions are managed without a human agent due to AI automations.

However, it’s not the end for CX roles and AI will not replace humans in this profession. Instead, AI is on track to revitalise the CX career path for many, automating basic queries and giving the traditional role a serious facelift. New roles are emerging, ones that require critical thinking, empathy and a deep understanding of customer behaviour.

What was once a frightening concept is now becoming an opportunity for service workers and AI to develop a symbiotic relationship, in a new era of customer service.

AI’s current role

AI will transform CX careers as we currently know them, making certain tasks redundant. For instance, AI chatbots are already taking the reins on basic functions, like fielding customer enquiries and connecting them to the right teams. They also possess the capabilities to handle common requests, such as enabling self-service or providing real-time updates on an order status. When it comes to agentic AI in CX, the technology will become more autonomous and require even less human intervention.

The traditional roles that come to mind, where human agents rely on scripts to solve any customer problems, are likely to disappear. As AI becomes increasingly able to perform those functions more efficiently, customer service roles will increasingly demand strategic thinking, linking the function directly to business value.

Customer service as a driver of growth

The rise in AI adoption in customer service comes at a time when brands are looking for new ways to innovate and differentiate themselves amid increasing competition. This is a new era for customer service, as it evolves into a business growth driver.

This shift means moving away from volume-based performance metrics, such as how many tickets are resolved, and instead towards measuring service teams by the growth they drive for the business. As a result, AI is taking over repetitive and predictable tasks, freeing up agents to focus on creating value and turning customer touchpoints into loyalty-building experiences.

Agents can find renewed purpose by seeing AI as a partner rather than a competitor, driving better results and improving processes that strengthen customer service and retention.

The critical role of human empathy

No matter how advanced AI becomes, it can’t compete with genuine human connection and empathy. For instance, our research found that even if contact was initiated on other channels, three-quarters (75%) of consumers still required human interaction to receive a positive resolution to their enquiry.

Imagine a scenario where a new home buyer moves into their property only to find a serious issue like structural damage, or a ‘snagging’ problem like unfinished work. They will want to reach out to the housing association or agency they bought the property from immediately to rectify the issue. If they are met with an AI chatbot sending a generic apology and no immediate proposed action or resolution, this will only add stress to the buyer’s situation.

Now, replace the bot with a human interaction. The customer service agent listens intently, empathises with the buyer, and responds appropriately. Instead of stopping there, the agent leverages AI tools behind the scenes. They use AI-driven inventory search to instantly check workmen in the area to support with the necessary repairs, and book a same-day appointment. The blend of human reasoning and emotional intelligence, combined with AI and instant data access means the issue is not only resolved, but with the empathy only a human can provide.

Tools powered by natural language processing and historical data can triage queries, immediately ensuring customers are in the right hands and enabling more personalised support. With this approach, AI handles productivity, while humans devote their time to delivering emotive support. Together, humans and AI create service experiences that are both swift and deeply meaningful. Striking the right balance between AI and humans will create a better relationship between the customer and the company.

The shift toward data-driven customer service

It’s important to acknowledge that AI is still in its early stages. Basic, out-of-the box models currently make it difficult for brands to be creative in customer service. To be effective and stand out, AI must be trained and tailored to each business and its customers, which requires a continuous stream of high-quality data.

The challenge is that many organisations lack the domain-specific expertise to connect their data to AI systems. For instance, many customer queries don’t happen over email or text but over the phone; this creates unstructured, but highly valuable, interaction data that must be captured and analysed to unlock deeper insights.

For agents, this shift creates new opportunities and by becoming proficient in managing customer data, they can secure their careers. Agents bring unique knowledge of customer interactions, equipping AI systems to learn and respond more effectively over time. With the right data inputs, AI can even predict customer behaviours – such as allowing service teams to personalise communications, or identifying potential repeat buyers.

Agents capable of improving processes, ensuring accurate data flows, and building effective data strategies are vital for the future of CX. CX will soon be as much about communication as it will be about the employee’s ability to use technology and interpret data.

What’s next in store for customer service careers

Customer service roles are rapidly evolving, propelled by AI as brands recognise CX as a true growth engine. While today’s service jobs may feel like a means to an end, the future remains bright.

There will be a light at the end of the tunnel, with roles becoming more rewarding as agents gain clearer insight into the impact their work can have on both customer satisfaction and business success. Customer service is shifting away from traditional, routine problem-solving and evolving into the creation of memorable experiences that build loyalty.

Agents who upskill to meet these new demands, and who embrace AI, will be at the forefront of building sustainable, fulfilling careers in customer experience.