2026-11-06 20:01 utc · intelligence-artificielle.developpez.com

Gartner finds only 21% of support leaders have actually cut staff

Among those who did, headcount dropped an average of 16.7% over 18 months, and half of companies planning to replace service reps with AI are quietly reversing course. The other 79% remain merely threatening, which is its own kind of customer service.

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