New research forecasts that by 2028, 30% of Fortune 500 companies will rely on a single, AI-enabled service channel. According to the study by Gartner, this channel will integrate text, image, and sound communication into a unified experience, marking a significant departure from the multichannel models commonly in use today.
The prediction, outlined in “Gartner’s Predicts 2025: Voice-Based Customer Service Isn’t Going Anywhere”, indicates that companies are moving away from managing multiple, distinct service channels. Instead, claims the technology research firm, many large organisations will adopt AI-powered platforms capable of seamless transitions between interaction modes such as voice, video, and chat. Gartner attributes this trend to rising service costs, increasingly complex customer journeys, and diminishing retention rates. The streamlined model aims to simplify service processes while maintaining continuity within interactions.
“As GenAI continues to mature and facilitate seamless voice interactions, voice-based customer service isn’t going away,” said Gartner analyst Patrick Quinlan. “It will instead evolve to meet customers’ needs for a more simple service experience.”
The report also highlights the role of third-party conversational AI assistants in reshaping customer interactions. By 2028, Gartner predicts that 70% of service journeys will begin and conclude with these AI systems, bypassing traditional service channels. A 2024 Gartner survey of over 5,000 respondents revealed that 45% of consumers already use generative AI tools in their personal or professional lives.
While these advancements enhance customer autonomy, they also present new risks. Gartner anticipates a 300% increase in fraud attempts by 2027 compared to 2023 levels, as malicious actors exploit conversational AI systems to manipulate automated processes and deceive service agents. The report advises organisations to implement robust security measures, including identity verification and multi-layered safeguards, to counter these threats.
Autonomous AI and the evolving role of customer service teams
Meanwhile, a Salesforce blog suggests that autonomous AI agents are becoming an integral part of customer service operations. These systems are designed to manage support tasks, predict customer needs, and provide real-time assistance. The use of AI agents is also reducing reliance on human service representatives by operating continuously, regardless of time zones or working hours. Salesforce emphasises that AI tools adapt through ongoing interaction, leading to improved accuracy and responsiveness.
Despite growing adoption, some companies remain cautious about deploying such technologies. Concerns include the need for specialised skills, infrastructure costs, and reliability issues. However, the industry appears to be moving steadily towards greater integration of autonomous AI, driven by its potential to enhance efficiency and responsiveness in customer support.
A separate Gartner survey conducted in mid-2024 among 187 customer service leaders revealed an increasing focus on AI solutions within the sector. The findings showed that 85% of respondents plan to explore or pilot conversational generative AI technologies in 2025. The survey also highlighted a shift in responsibilities, with nearly half of respondents indicating that their organisations lead AI innovation efforts rather than IT teams.
Approximately 40% of those surveyed reported that customer service teams are actively shaping AI roadmaps, while another 28% noted a collaborative approach between customer service and IT departments. These developments point to a redefinition of roles as organisations integrate AI into their customer service frameworks.
Read more: 85% of customer service leaders to try conversational AI in 2025, survey reveals
