Most customer service models still assume humans are the primary layer of service delivery, with AI playing a supporting role.
Forrester’s research signals a different trajectory.
As AI agents autonomously resolve an expanding share of customer intents, the human role evolves — shifting from volume handling to exception management, AI guidance, and continuous optimization. Expertise moves upstream, focused not only on complex interactions, but on improving how AI performs across every interaction.
The operating model reverses. Instead of AI supporting agents who support customers, humans increasingly enable and refine AI systems that serve customers directly.
This is not a staffing story — it is a capability story. Organizations must align automation with human judgment, performance discipline, and structured improvement loops. Leading enterprises are already demonstrating that this shift is operational.
Join special guest speaker Kate Leggett, VP & Principal Analyst at Forrester, and Nirmal Mukhi, Chief Architect at ASAPP, to explore how to operationalize new roles and capabilities that dramatically elevate service quality while scaling automation and reducing cost to serve.
