The short answer: No.
But that doesn’t mean the role of customer service is staying the same. AI is here, and it’s already reshaping how service functions operate. While AI offers significant benefits, from faster response times to improved efficiency, it’s not replacing human roles. It’s redefining them.
From our daily conversations with customer service leaders, one thing is clear. As AI takes over more repetitive, rules-based tasks, the value of emotional intelligence, empathy, and human judgment is rising. What we’re seeing is a fundamental shift in how customer service teams operate and a renewed focus on human-first skills in an increasingly tech-enabled world.
The human element in customer service is shifting
Across the organisations we speak with, there’s a noticeable shift away from focusing solely on speed and volume. Instead, organisations are prioritising the quality of interaction and how well representatives connect with customers, how they de-escalate frustration and how they build trust and loyalty.
Even in high-volume environments like insurance or utilities, there’s a growing expectation for service to feel more personal. There’s less focus on call volumes and more on meaningful interactions. One of our consultants, Chloe Cashman, notes, “Soft skills like empathy, active listening and rapport-building are now being prioritised in every customer service job brief.”
AI improves efficiency. AI-powered tools like chatbots, automated routing systems, and natural language processing are now handling a large portion of customer inquiries. However, it can’t replicate the deeper layers of human connection that drive loyalty and trust.
Soft skills are becoming essential
One of the biggest misconceptions is that AI will replace the role of customer service.
AI can handle FAQs and simple tasks. However, when issues and requests are more complex, emotional or sensitive, people still want to speak to people.
That’s why employers are placing more value on soft skills in both hiring and internal training. We're noticing increased demand for:
- Empathy and emotional intelligence
- Critical thinking and decision-making
- Adaptability in changing environments
And particularly in highly regulated industries like banking, insurance, and healthcare, these skills are vital. Complex compliance rules mean representatives must balance accuracy with sensitivity, and AI simply isn’t there yet.
This shift also presents an opportunity to redesign roles that are more strategic, fulfilling, and engaging for frontline employees.
AI supports humans, it doesn’t replace them
AI can help teams respond faster and more consistently. Many organisations are investing in internal knowledge bases and process mapping so their teams can work more efficiently, but also more personally.
“Organisations I am speaking with are focusing on making answers accessible,” Chloe shared. “That way, customer service teams can spend more time engaging with customers, not searching for info.”
These system upgrades also lay the groundwork for AI tools to be more effective, but in a way that supports human performance, not removes the need for it.
Some environments simply require humans
In heavily regulated sectors, data security and compliance are real barriers to the implementation of AI. Many teams are still in the midst of data migration and system consolidation just to reach a point where AI is even viable.
In industries like finance and tech, the risk of exposing sensitive information means AI tools are being rolled out more cautiously and human teams remain central to the service model.
In short, there are areas of customer service that automation simply can’t touch and won’t, likely for the foreseeable future.
The future is human-led with smart support
The most successful teams will be the ones that integrate smart systems with smart people functions.
AI will take care of repetitive, low-effort tasks. But when emotions run high, policies get tricky, or the situation doesn’t follow a script, that’s where your team steps in.
The key is building a model where AI handles the routine, and your people deliver the meaningful.
Final thought
No, AI won’t replace your customer service teams (not any time soon!). But it is changing what your team looks like, how it operates, and the skills it needs to thrive.
The future of customer service is:
- Empathy-first
Digitally supported - And built around people who can connect, solve, and care
Want to future-proof your customer service function?
Let’s talk about how a skills-first hiring approach can help you build a team that’s ready for what’s next.
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