Job Displacement — By 2028
Customer Service Automation by 2028
41.2% of all customer service interactions — phone calls, chat messages, emails — are projected to be resolved entirely by AI without a human agent ever getting involved. This doesn't mean 41.2% of CS jobs disappear, since the remaining interactions may need more skilled human agents, but headcount reductions are widely expected.
This number is a weighted average across all selected sources, with higher-tier evidence and more recent data weighted more heavily. See the full methodology for details on weighting, source validity, and recency bias.
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Additional context
Sources (18)
95% of customer interactions projected to be AI-powered by 2028. Current AI resolution rates at leading companies exceed 55% without human escalation.
Gartner projects 20-30% of customer service agents will be replaced by generative AI by end of 2026. AI adoption in CS jumped from 46% to 61% in one year.
BofA's Erica AI assistant surpassed 2 billion client interactions with a 98% resolution rate. Now handles 56% of all customer inquiries without human escalation.
AI chatbots for customer service increased sales by 16%; AI-generated product descriptions increased sales by 2.05% in field experiments.
~11% decline for early-career customer service workers; declines concentrated in roles where AI automates rather than augments tasks.
Klarna reversed its AI-only CS strategy after customer satisfaction dropped 22%. CEO Siemiatkowski: 'we went too far.' Now operates hybrid model with AI handling ~66% but humans for complex cases.
Survey of 7,950 decision-makers: 68% of all CS interactions expected to be handled by agentic AI by 2028. 56% expected within 12 months.
AI assistance increases customer service worker productivity by 15% on average. Less experienced workers improve most; AI disseminates best practices from top performers.
World's largest CX outsourcer disclosed 15% workforce reduction in 2024, explicitly citing AI chatbot deployment by clients as primary driver.
Agentic AI will autonomously resolve 80% of common customer service issues by 2029. Currently only 1.6% of interactions are fully automated end-to-end.
Shopify reported its AI assistant Sidekick now resolves 40% of merchant support queries without human intervention, up from 12% one year prior.
Customer service representative postings declined 18% year-over-year. Remaining postings increasingly require technical skills and AI tool familiarity.
AI assistance increased worker productivity by 14% on average, with greatest gains for novice and low-skilled workers.
Klarna's AI assistant handled 2.3 million conversations, doing the equivalent work of 700 full-time agents.