Gartner: CX Leaders Face Pressure to Rely on AI

A new Gartner survey shows 77 percent of customer support leaders feel pressure from executives to deploy AI across their organizations. In response, 75 percent report their budgets for AI initiatives have already grown this year. Many plan to hire additional full-time employees (FTEs) to manage AI investments. According to Gartner’s analysis, the most valuable AI use cases in service and support include agent enablement, automated operations, self-service, and agentic AI. The report signals a growing expectation that AI will be central to customer support strategy and execution.