Noesion Radarnoesion.ai
Research2026-08-17

Gartner reviewed 432 uses of AI in customer service and found only a quarter produce a measurable financial return, while a quarter lose money and most of the rest cannot be judged either way. Support teams are nonetheless expanding spending, and more than half of leaders expect their bonuses tied to AI results in 2026. Headcount is rising as often as it is falling, undercutting the savings case.

What changed

Customer service has led enterprise AI adoption on the assumption that chatbots cut costs.

  • 25% of 432 use cases show ROI
  • 25% negative returns, 42% unclear
  • 13% of function budget on AI

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