Source: Featured Blogs - Forrester
Forrester found that AI-powered customer service platforms are consolidating frontline roles rather than eliminating them, while creating demand for higher-skill positions in AI training, quality assurance, and complex problem-solving. The immediate impact favors efficiency gains over net job loss, but workers face pressure to reskill or move into roles managing AI systems. Routine support work is contracting while AI-adjacent customer service jobs are emerging as the growth zone.