How Much of Customer Support Will AI Replace? Gartner Says 80%

Quick Summary:

So while AI for coding and software engineering has seen some of the most explosive start-ups, from Codeium to Loveable to Poolside to Claude and OpenAi’s own releases here and more, just as big if quieter has been the change to contact center and support.

AI has ripped through the contact center and every leader...

Some customers are pushing this well above 40% today, but the quality of resolution does decline.  80% for most is impractical to resolve all customer support issues with a high CSAT today with AI.  At least for most customers.But 80% by 2029?   Sounds pretty plausible given that many are at 30%-40% real, honest resolution by AI today.

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Article Details

Author / Journalist: Jason Lemkin

Category: StartupsTechnology

Markets: United States

Topics: Blog Posts SaaStr.Ai Artificial Intelligence (AI)

Source Website Secure: Yes (HTTPS)

News Sentiment: Negative

Fact Checked: Legitimate

Article Type: News Report

Published On: 2025-03-12 @ 20:20:58 (17 hours ago)

News Timezone: GMT +8:00

News Source URL: saastr.com

Language: English

Article Length: 299 words

Reading Time: 2 minutes read

Sentences: 13 lines

Sentence Length: 23 words per sentence (average)

Platforms: Desktop Web, Mobile Web, iOS App, Android App

Copyright Owner: © SaaStr

News ID: 26929101

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