Job Displacement — By 2028
Customer Service Automation by 2028
Confidence range: 28% to 50%
50% 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 50% of CS jobs disappear, since the remaining interactions may need more skilled human agents, but headcount reductions are widely expected.
Most AI-and-jobs claims come from journalism or social media. Toggle to to see what the rigorous evidence actually says.
Filter by evidence quality
How This Prediction Has Evolved
Each data point is from a different source. Dots are color-coded by evidence tier.
Sources (14)
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.
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.
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.