{"id":309633,"date":"2025-03-12T13:20:58","date_gmt":"2025-03-12T20:20:58","guid":{"rendered":"https:\/\/www.saastr.com\/?p=309633"},"modified":"2025-03-06T08:31:33","modified_gmt":"2025-03-06T16:31:33","slug":"how-much-of-customer-support-will-ai-replace-gartner-says-80","status":"publish","type":"post","link":"https:\/\/www.saastr.com\/how-much-of-customer-support-will-ai-replace-gartner-says-80\/","title":{"rendered":"How Much of Customer Support Will AI Replace?  Gartner Says 80%"},"content":{"rendered":"<p><img data-recalc-dims=\"1\" decoding=\"async\" class=\"wp-image-309640 aligncenter lazyload\" data-src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg?resize=683%2C675&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"683\" height=\"675\" data-srcset=\"https:\/\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg 683w, https:\/\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents-480x475.jpg 480w\" data-sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) 683px, 100vw\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 683px; --smush-placeholder-aspect-ratio: 683\/675;\" \/><noscript><img data-recalc-dims=\"1\" decoding=\"async\" class=\" wp-image-309640 aligncenter\" src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg?resize=683%2C675&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"683\" height=\"675\" srcset=\"https:\/\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg 683w, https:\/\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents-480x475.jpg 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) 683px, 100vw\" \/><\/noscript><\/p>\n<p>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&#8217;s own releases here and more, just as big if quieter has been the change to contact center and support.<\/p>\n<p>AI has ripped through the contact center and every leader from Talkdesk to Dialpad to Zendesk to Gorgias have adopted AI as core to their platform.\u00a0 And in many cases, also seen the number of human customer success reps <em>already<\/em> reduced by -20% to -30%.\u00a0 Already.<\/p>\n<p><iframe title=\"How Dialpad Leveraged Its Own AI to Achieve $300M ARR at SaaStr AI Day\" width=\"1080\" height=\"608\" data-src=\"https:\/\/www.youtube.com\/embed\/VBNrr4m432I?feature=oembed&#038;enablejsapi=1&#038;origin=https:\/\/www.saastr.com\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/p>\n<p>How far can it go though?\u00a0 Can AI replace almost everything a human does today in customer support?<\/p>\n<p>I don&#8217;t know but perhaps what&#8217;s just as important is what customers are expecting, thinking, and buying based on.<\/p>\n<p>That&#8217;s why I found 2 recent announcements pretty telling.<\/p>\n<h3>First, Gartner has just predicted AI will autonomously reduce support support issues by 80% and the costs for support by 30% by 2029.<\/h3>\n<p><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290\"><img data-recalc-dims=\"1\" decoding=\"async\" class=\"aligncenter size-full wp-image-309634 lazyload\" data-src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1000%2C509&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"1000\" height=\"509\" data-srcset=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?w=1000&amp;quality=70&amp;ssl=1 1000w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=600%2C305&amp;quality=70&amp;ssl=1 600w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=768%2C391&amp;quality=70&amp;ssl=1 768w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1536%2C782&amp;quality=70&amp;ssl=1 1536w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1080%2C550&amp;quality=70&amp;ssl=1 1080w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1280%2C652&amp;quality=70&amp;ssl=1 1280w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=980%2C499&amp;quality=70&amp;ssl=1 980w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=480%2C244&amp;quality=70&amp;ssl=1 480w\" data-sizes=\"(max-width: 1000px) 100vw, 1000px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 1000px; --smush-placeholder-aspect-ratio: 1000\/509;\" \/><noscript><img data-recalc-dims=\"1\" decoding=\"async\" class=\"aligncenter size-full wp-image-309634\" src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1000%2C509&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"1000\" height=\"509\" srcset=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?w=1000&amp;quality=70&amp;ssl=1 1000w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=600%2C305&amp;quality=70&amp;ssl=1 600w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=768%2C391&amp;quality=70&amp;ssl=1 768w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1536%2C782&amp;quality=70&amp;ssl=1 1536w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1080%2C550&amp;quality=70&amp;ssl=1 1080w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=1280%2C652&amp;quality=70&amp;ssl=1 1280w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=980%2C499&amp;quality=70&amp;ssl=1 980w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-10.25.33%E2%80%AFAM.png?resize=480%2C244&amp;quality=70&amp;ssl=1 480w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/noscript><\/a><\/p>\n<h3>Second, Salesforce claims AgentForce can already resolve 84% of customer support issues via AI!\u00a0 Though &#8230; that does sound a bit high \ud83d\ude42<\/h3>\n<p>More on that here:<\/p>\n<blockquote class=\"wp-embedded-content\" data-secret=\"M3eZ2GllHN\"><p><a href=\"https:\/\/www.saastr.com\/5-interesting-learnings-from-salesforce-at-40-billion-in-arr\/\">5 Interesting Learnings from Salesforce at $40 Billion in ARR<\/a><\/p><\/blockquote>\n<p><iframe class=\"wp-embedded-content lazyload\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; visibility: hidden;\" title=\"&#8220;5 Interesting Learnings from Salesforce at $40 Billion in ARR&#8221; &#8212; SaaStr\" data-src=\"https:\/\/www.saastr.com\/5-interesting-learnings-from-salesforce-at-40-billion-in-arr\/embed\/#?secret=m2Nmk3TkUb#?secret=M3eZ2GllHN\" data-secret=\"M3eZ2GllHN\" width=\"600\" height=\"338\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-load-mode=\"1\"><\/iframe><\/p>\n<p>Now honestly I think Salesforce is exaggerating a bit or maybe at least flattering the metrics a smidge.\u00a0 What Intercom, Gorgias, Zendesk, etc. are all seeing today is that AI can realistically close up to 40% of tickets today, but often a much smaller percent of the tough ones.\u00a0 Those are often escalated to humans.<\/p>\n<p>Some customers are pushing this well above 40% today, but the quality of resolution does decline.\u00a0 80% for most is impractical to resolve all customer support issues with a high CSAT today with AI.\u00a0 At least for most customers.<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/posts\/tiagopaiva_ai-agents-for-healthcare-activity-7303120675781677056-B_Mi?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAAAAsKtMBHQPJ9rgxpUs8M6pSxrAYCXIX8oY\"><img data-recalc-dims=\"1\" decoding=\"async\" class=\"aligncenter wp-image-309657 lazyload\" data-src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=713%2C651&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"713\" height=\"651\" data-srcset=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=1182%2C1080&amp;quality=70&amp;ssl=1 1182w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=600%2C548&amp;quality=70&amp;ssl=1 600w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=768%2C702&amp;quality=70&amp;ssl=1 768w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=1080%2C987&amp;quality=70&amp;ssl=1 1080w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=980%2C895&amp;quality=70&amp;ssl=1 980w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=480%2C439&amp;quality=70&amp;ssl=1 480w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?w=1000&amp;quality=70&amp;ssl=1 1000w\" data-sizes=\"(max-width: 713px) 100vw, 713px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 713px; --smush-placeholder-aspect-ratio: 713\/651;\" \/><noscript><img data-recalc-dims=\"1\" decoding=\"async\" class=\"aligncenter wp-image-309657\" src=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=713%2C651&#038;quality=70&#038;ssl=1\" alt=\"\" width=\"713\" height=\"651\" srcset=\"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=1182%2C1080&amp;quality=70&amp;ssl=1 1182w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=600%2C548&amp;quality=70&amp;ssl=1 600w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=768%2C702&amp;quality=70&amp;ssl=1 768w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=1080%2C987&amp;quality=70&amp;ssl=1 1080w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=980%2C895&amp;quality=70&amp;ssl=1 980w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?resize=480%2C439&amp;quality=70&amp;ssl=1 480w, https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-05-at-11.04.47%E2%80%AFAM.png?w=1000&amp;quality=70&amp;ssl=1 1000w\" sizes=\"(max-width: 713px) 100vw, 713px\" \/><\/noscript><\/a><\/p>\n<p>But 80% by 2029?\u00a0 Sounds pretty plausible given that many are at 30%-40% real, honest resolution by AI today.<\/p>\n<p><iframe title=\"Rolling out AI Agents to 16k SMB brands with Gorgias&#039; CTO\" width=\"1080\" height=\"608\" data-src=\"https:\/\/www.youtube.com\/embed\/m4P-XowKODM?feature=oembed&#038;enablejsapi=1&#038;origin=https:\/\/www.saastr.com\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8217;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&#8230; <br \/><a class=\"more-link fade\" href=\"https:\/\/www.saastr.com\/how-much-of-customer-support-will-ai-replace-gartner-says-80\/\">Continue Reading<\/a><\/p>\n","protected":false},"author":19,"featured_media":309640,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpscp_schedule_draft_date":"","_wpscp_schedule_republish_date":"","_wpscppro_advance_schedule":false,"_wpscppro_advance_schedule_date":"","_wpscppro_custom_social_share_image":0,"_facebook_share_type":"","_twitter_share_type":"","_linkedin_share_type":"","_pinterest_share_type":"","_linkedin_share_type_page":"","_instagram_share_type":"","_medium_share_type":"","_threads_share_type":"","_selected_social_profile":[]},"categories":[24898,31,24987],"tags":[],"class_list":["post-309633","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-blog-posts","category-saastr-ai"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg?fit=886%2C876&quality=70&ssl=1","jetpack_shortlink":"https:\/\/wp.me\/p5oib2-1iy5","jetpack_sharing_enabled":true,"fifu_image_url":"https:\/\/www.saastr.com\/wp-content\/uploads\/2025\/03\/aiagents.jpg","_links":{"self":[{"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/posts\/309633","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/comments?post=309633"}],"version-history":[{"count":8,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/posts\/309633\/revisions"}],"predecessor-version":[{"id":309660,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/posts\/309633\/revisions\/309660"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/media\/309640"}],"wp:attachment":[{"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/media?parent=309633"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/categories?post=309633"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.saastr.com\/wp-json\/wp\/v2\/tags?post=309633"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}