Forrester Report: AI Agents Reshape The Customer Service Workforce In Dramatic Ways

Forrester's 2026 report, "AI Agents Reshape The Customer Service Workforce In Dramatic Ways," models a customer service organization that gets smaller at the front line and deeper in specialist roles: subject experts, relationship managers, hybrid quality managers, AI agent builders, and heads of support insights. The harder question is how you run it. A workforce made of people and AI agents still needs forecasting, coaching, quality, and clear ownership. See the two- and five-year scenarios.

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Register NOW and save $100 on Enterprise AI World 2026, November 17–19. Turn AI’s potential into your competitive advantage.

Forrester Report: AI Agents Reshape The Customer Service Workforce In Dramatic Ways

Register NOW and save $100 on Enterprise AI World 2026, November 17–19.
Turn AI’s potential into your competitive advantage.