Gartner: Customer Service Under AI Pressure

On February 18, 2026, Gartner analysts published a shocking report: 91% of customer service leaders feel pressure from management to implement AI.

This is not just automation; it is an identity crisis for the industry. Companies are striving to cut personnel costs by replacing humans with agents. However, Gartner warns: blind implementation can destroy customer loyalty. The main trend of 2026 is the search for a balance between AI efficiency and human empathy.

Source: Gartner Press Release