Table of Contents
Customer service is moving from a labor-led model toward one in which AI increasingly executes customer interactions and people provide judgment, guidance, oversight, and specialized expertise.
This shift requires more than deploying new technology. Leaders must rethink how work is organized, which skills their teams need, how humans and AI collaborate, and how performance is measured.
In the independent report AI Agents Reshape The Customer Service Workforce In Dramatic Ways, Forrester presents possible workforce scenarios over the next two to five years and explores:
- How customer service jobs could become more data-driven, technical, and specialized
- How staffing changes could vary by service volume and case complexity
- The skills needed to manage the quality and accuracy of AI outputs
- How organizational structure, ownership, and success measures may need to change
- How continuous learning can help organizations prepare people for evolving roles
Managers will be coaching AI systems instead of CSRs, which can mean differences like training them on correct pronunciation and on making conversations more natural. —Nirmal Mukhi, Chief Architect, ASAPP
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Report Citation: AI Agents Reshape The Customer Service Workforce In Dramatic Ways, Forrester Research, Inc., May 7, 2026.
ASAPP was one of several companies interviewed for this independent research report.
Information in Forrester publications is based on Forrester’s efforts to compile and analyze the best resources reasonably available to Forrester at any given time. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance.
