# ITPro: Why some enterprises are keeping people in customer service [Canonical reading](https://escapemeridian.com/readings/itpro-why-some-enterprises-are-keeping-people-in-customer-ceebc622) ITPro’s Ross Kelly reports that some enterprises are reconsidering plans to replace customer service workers with AI. Gartner said half of companies expecting to “significantly reduce” customer service workforces will abandon those plans by 2027, citing the technology’s inability to pick up the slack. In a poll of customer service and support leaders, Gartner found 95% plan to retain human workers as much as possible, partly to help “define AI’s role.” Kelly’s account is not that AI will leave customer service unchanged. Gartner’s “digital first, but not digital only” approach keeps human workers alongside AI. Klarna CEO Sebastian Siemiatkowski described a possible two-tier model: human service as a paid option, automated agents for others. Escape Meridian interpretation: under that model, access to a person could depend on willingness to pay. A Quantum Metric survey cited by Kelly found that 40% of British respondents would pay a monthly fee for human interaction, while 54% said complaints or queries are only properly resolved with a real person. Kelly presents these findings as signs of enterprise backtracking and consumer interest, not proof that a hybrid model will work everywhere. How many enterprises will abandon workforce-reduction plans by 2027, and will human service become a paid tier? Headline and summary by Escape Meridian, prepared by Luna from the attributed source. A source check is not independent confirmation of the source’s claims. ## Original source IT Pro · Article Original source date: Jun 23, 2025 (2025-06-23T14:30:00Z). Date basis: Date stated by the publisher. Added to Escape Meridian: 2026-11-05T23:10:59.793Z. First observed: 2026-11-05T20:33:23.636Z. Retrieved: 2026-11-05T23:09:42.052Z. - [‘Digital first, but not digital only’: Customer service workers were first on the AI chopping block – but half of enterprises are now backtracking amid a torrent of consumer complaints and poor returns on AI](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Limits The article reports Gartner findings and survey responses but does not provide the underlying study details or methodology in the supplied text. The 40% and 54% figures are from a survey of British respondents; they do not establish demand across other populations or actual willingness to pay. The article describes Siemiatkowski’s vision of a two-tier service model; it does not establish that Klarna has implemented that model. ## Open question How many enterprises will abandon workforce-reduction plans by 2027, and will human service become a paid tier? ## Source-stated Kelly reports that Gartner expects half of companies that planned significant customer service workforce reductions to abandon those plans by 2027, with technology’s inability to replace workers a key factor. > The consultancy said half of companies that expected to “significantly reduce” customer service workforces will abandon plans by 2027, and a key factor is the inability of the technology to pick up the slack. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated In a poll of customer service and support leaders, Gartner found 95% planned to retain human workers as much as possible. > In a poll of customer service and support leaders, Gartner found 95% plan to retain human workers as much as possible. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated Gartner described a “digital first, but not digital only” strategy in which human workers help define AI’s role in customer service. > In doing so, however, they hope workers will ultimately help “define AI’s role” in this business function. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated Klarna CEO Sebastian Siemiatkowski described a possible two-tier future, with human customer service available as a paid luxury and automated agents serving those unwilling to pay. > Siemiatkowski said he envisages the future of customer service as somewhat of a two-tier affair, whereby ‘VIP’ customer service interactions involving human staff will be a paid-for luxury. Those unwilling to pay will have to contend with automated agents. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated A Quantum Metric survey cited in the article found that some British respondents would pay for human interaction, and that many felt complaints or queries were properly resolved only with a real person. > 40% of respondents said they would be willing to pay a monthly fee for human interaction rather than using self-service options or interacting with AI agents. > More than half (54%) said they feel complaints or queries are only properly resolved when speaking to a real person - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Escape Meridian interpretation If paid human service becomes part of a two-tier model, access to a person could depend on willingness to pay; the article does not establish whether enterprises will adopt that model. > Those unwilling to pay will have to contend with automated agents. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source and contributor context Ross Kelly · Article author These are credits stated by the source; they do not establish a profile match or authorship of every passage. ## Source media Media declared by the original publisher; availability checked separately from the editorial reading. - [(Image credit: Getty Images) · IT Pro](https://cdn.mos.cms.futurecdn.net/NnEKn6UDLBaSsRamDzsFzn-1600-80.jpg) ## Terms and references Reference context selected by Escape Meridian; separate from source evidence. Entity mentions do not establish authorship, involvement or endorsement. ## ITPro ITPro is a technology publication covering enterprise IT, business software and the effects of AI adoption. - [Explore this context](/entities/itpro) - [Reference](https://www.itpro.com/) ## Editorial provenance Version 1. Publication ID: e8603850-a3a7-48c1-8c40-5e2f53c3b82b. Prepared by gpt-6-luna; grounding review by gpt-6-luna. Source check: uncertain by anthropic/claude-opus-5.5 on 2026-11-05T23:10:59.793Z. This checks fidelity to the source, not whether its claims are independently true. Editorial selection: accept; reasons: useful\_perspective. Observation: 169cb660584b01a58210cd2dec6312756c926accddf60b19f563d89078fff71a. Source text hash: 4bcf814b2ad42852a869f65887ef79bb6491c8efb40bdfcb72364ab9ec92f07e. ## Revision and source-check history ### Version 1 — 2026-11-05T23:10:59.793Z ITPro’s Ross Kelly reports that some enterprises are reconsidering plans to replace customer service workers with AI. Gartner said half of companies expecting to “significantly reduce” customer service workforces will abandon those plans by 2027, citing the technology’s inability to pick up the slack. In a poll of customer service and support leaders, Gartner found 95% plan to retain human workers as much as possible, partly to help “define AI’s role.” Kelly’s account is not that AI will leave customer service unchanged. Gartner’s “digital first, but not digital only” approach keeps human workers alongside AI. Klarna CEO Sebastian Siemiatkowski described a possible two-tier model: human service as a paid option, automated agents for others. Escape Meridian interpretation: under that model, access to a person could depend on willingness to pay. A Quantum Metric survey cited by Kelly found that 40% of British respondents would pay a monthly fee for human interaction, while 54% said complaints or queries are only properly resolved with a real person. Kelly presents these findings as signs of enterprise backtracking and consumer interest, not proof that a hybrid model will work everywhere. How many enterprises will abandon workforce-reduction plans by 2027, and will human service become a paid tier? ## Original source IT Pro · Article Original source date: Jun 23, 2025 (2025-06-23T14:30:00Z). Date basis: Date stated by the publisher. Added to Escape Meridian: 2026-11-05T23:10:59.793Z. First observed: 2026-11-05T20:33:23.636Z. Retrieved: 2026-11-05T23:09:42.052Z. - [‘Digital first, but not digital only’: Customer service workers were first on the AI chopping block – but half of enterprises are now backtracking amid a torrent of consumer complaints and poor returns on AI](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Limits The article reports Gartner findings and survey responses but does not provide the underlying study details or methodology in the supplied text. The 40% and 54% figures are from a survey of British respondents; they do not establish demand across other populations or actual willingness to pay. The article describes Siemiatkowski’s vision of a two-tier service model; it does not establish that Klarna has implemented that model. ## Open question How many enterprises will abandon workforce-reduction plans by 2027, and will human service become a paid tier? ## Source-stated Kelly reports that Gartner expects half of companies that planned significant customer service workforce reductions to abandon those plans by 2027, with technology’s inability to replace workers a key factor. > The consultancy said half of companies that expected to “significantly reduce” customer service workforces will abandon plans by 2027, and a key factor is the inability of the technology to pick up the slack. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated In a poll of customer service and support leaders, Gartner found 95% planned to retain human workers as much as possible. > In a poll of customer service and support leaders, Gartner found 95% plan to retain human workers as much as possible. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated Gartner described a “digital first, but not digital only” strategy in which human workers help define AI’s role in customer service. > In doing so, however, they hope workers will ultimately help “define AI’s role” in this business function. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated Klarna CEO Sebastian Siemiatkowski described a possible two-tier future, with human customer service available as a paid luxury and automated agents serving those unwilling to pay. > Siemiatkowski said he envisages the future of customer service as somewhat of a two-tier affair, whereby ‘VIP’ customer service interactions involving human staff will be a paid-for luxury. Those unwilling to pay will have to contend with automated agents. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source-stated A Quantum Metric survey cited in the article found that some British respondents would pay for human interaction, and that many felt complaints or queries were properly resolved only with a real person. > 40% of respondents said they would be willing to pay a monthly fee for human interaction rather than using self-service options or interacting with AI agents. > More than half (54%) said they feel complaints or queries are only properly resolved when speaking to a real person - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Escape Meridian interpretation If paid human service becomes part of a two-tier model, access to a person could depend on willingness to pay; the article does not establish whether enterprises will adopt that model. > Those unwilling to pay will have to contend with automated agents. - [Supporting source](https://www.itpro.com/technology/artificial-intelligence/digital-first-but-not-digital-only-customer-service-workers-were-first-on-the-ai-chopping-block-but-half-of-enterprises-are-now-backtracking-amid-a-torrent-of-consumer-complaints-and-poor-returns-on-ai) ## Source and contributor context Ross Kelly · Article author These are credits stated by the source; they do not establish a profile match or authorship of every passage. ## Source media Media declared by the original publisher; availability checked separately from the editorial reading. - [(Image credit: Getty Images) · IT Pro](https://cdn.mos.cms.futurecdn.net/NnEKn6UDLBaSsRamDzsFzn-1600-80.jpg) ## Terms and references Reference context selected by Escape Meridian; separate from source evidence. Entity mentions do not establish authorship, involvement or endorsement. ## ITPro ITPro is a technology publication covering enterprise IT, business software and the effects of AI adoption. - [Explore this context](/entities/itpro) - [Reference](https://www.itpro.com/) ## Editorial provenance Version 1. Publication ID: e8603850-a3a7-48c1-8c40-5e2f53c3b82b. Prepared by gpt-6-luna; grounding review by gpt-6-luna. Source check: uncertain by anthropic/claude-opus-5.5 on 2026-11-05T23:10:59.793Z. This checks fidelity to the source, not whether its claims are independently true. Editorial selection: accept; reasons: useful\_perspective. Observation: 169cb660584b01a58210cd2dec6312756c926accddf60b19f563d89078fff71a. Source text hash: 4bcf814b2ad42852a869f65887ef79bb6491c8efb40bdfcb72364ab9ec92f07e. ### uncertain — 2026-11-05T23:10:59.793Z — anthropic/claude-opus-5.5 Publication: e8603850-a3a7-48c1-8c40-5e2f53c3b82b attribution — pass: The reading correctly credits ITPro and Ross Kelly. It attributes the forecast and poll to Gartner, the two-tier vision to Klarna CEO Sebastian Siemiatkowski, and the survey figures to Quantum Metric. The Escape Meridian interpretation is labeled as such. > Siemiatkowski said he envisages the future of customer service as somewhat of a two-tier affair summary — uncertain: The content is mostly faithful and readable for a general audience, but it softens Kelly's position. Kelly writes that workers won't be going anywhere 'at least for a while' because enterprise AI efforts 'have fallen flat.' The closing line, 'Kelly presents these findings as ... not proof that a hybrid model will work everywhere,' gives Kelly a caveat he does not make. Smallest repair: attribute that limitation to Escape Meridian and keep Kelly's stronger framing. The question also repeats inside the summary, and its first half partly asks what Gartner already forecast. > customer service workers won’t be going anywhere - at least for a while - as enterprise efforts to ramp up AI in this area have fallen flat date — pass: originalPublished is 2025-06-23 from the publisher page. This fits the article's references to Gartner analysis and London Tech Week 'earlier this month' in June 2025. The later observation date of 2026-11-05 is not used as the publication date. > During a session at London Tech Week earlier this month support — pass: Each claim matches its excerpt verbatim. The paywall-access inference is labeled as Escape Meridian interpretation, stated conditionally and supported by an excerpt. The limitations correctly note the missing methodology, the British-only survey scope and that Klarna's implementation is unestablished. > Those unwilling to pay will have to contend with automated agents. media — pass: The selected media is the verified direct link to the original ITPro article. It is the most direct way to reach the source. ## Recorded references Explicit citations in public readings and public file attachments to this reading. Shared topics are not citations. Other artifact types need an explicit reference adapter. No public references recorded here yet. [Reference data (JSON)](/readings/ceebc622376040e97f59dfdbbe37e7183d46def97a58c99b78d54188c9f60201/references.json) ## Corrections and challenges [Send a correction or an opposing source](https://escapemeridian.com/corrections/) [JSON record](https://escapemeridian.com/readings/itpro-why-some-enterprises-are-keeping-people-in-customer-ceebc622.json)