Forrester predicts AI alone will no longer set customer service apart by 2027. Personal AI assistants will handle customer service for 10% of consumers. Twenty global B2B firms will build bot-to-bot service networks. A dozen brands will charge for human-led support experiences. Automation limits are now exposed as a CX strategy. AI costs can rise without oversight. Leaders must test support channels with personal AI assistants. Bot-to-bot interactions will grow in B2B due to governed workflows. Brands will pivot from automation pricing to human touch monetization. Customers will demand measurable outcomes for premium human support. The figures come from a Forrester survey.
What changed
AI alone was a competitive advantage for customer success and service organizations.
What it unlocks
Brands can differentiate by combining machine efficiency with human expertise, empathy, and trust.
- 10% of consumers using personal AI assistants for customer service
- 20 global B2B companies creating autonomous service networks
- 12 brands shifting to monetize human touch
Sources