Despite claims that AI will take over customer service jobs, an agentless future isn’t imminent, experts say. Humans are still very much needed, and contact centers are faced with the challenge of balancing AI and human agents.

What that looks like differs from company to company. Some contact centers are set on reducing headcount, freeing up the funds to invest in AI. Others are maintaining headcount and trying to limit turnover, which plagues the industry at high levels. 

But it’s no secret that change is upon the contact center workforce, whether contact center leaders like it or not. By Forrester’s estimation, AI will slash customer service jobs in half by 2030.

Whether cuts will stick is another question. Customers still want to be able to speak to a human, especially for complex and sensitive matters. And for all the advantages of AI, it’s only as good as the data it uses, and data is not in the best shape for many organizations. As such, Gartner predicts that half of those companies that have laid off workers due to AI will rehire them by 2027 under new titles. 

Contact centers maintaining their customer service staff face challenges, too. As AI tools enter the workforce, companies must make sure that AI doesn’t overwhelm agents and ensure training keeps staff engaged. 

Here are five stories on the state of the contact center in 2026: