CONNECTICUT, UNITED STATES — According to a recent Gartner forecast, the cost per resolution (CPR) for generative AI (GenAI) in customer service will exceed $3 by 2030.
The cost per interaction exceeds the cost of B2C offshore human agents, challenging the assumption that AI will reduce operational costs in customer support operations.
This increase is attributable to:
- Rising data center costs
- Increased complex use cases requiring more expensive talent
- AI vendors’ profitability
Patrick Quinlan, Senior Director Analyst in Gartner’s customer service and support practice, claims that the return on investment in AI use is mainly uncertain for customer service leaders, and “full automation will become more expensive for most organizations.”
Further Predictions on GenAI Usage
With the rising cost of GenAI, Gartner believes that most companies will shift their focus from using AI to cut costs to utilizing it to drive better customer engagement. This will lead 10% of Fortune 500 companies to double their customer service spending to maximize these benefits.
Gartner also predicted that by 2028, regulatory changes mandating easier access to human agents will result in a 30% surge in assisted service volume. Customers are expected to request human agents by default, prompting companies to maintain or rehire agents at higher salaries.
Failure to maintain appropriate staffing levels could lead to deterioration of the customer experience, with customers waiting for long periods to speak to a human.
— Patrick Quinlan, Senior Director Analyst
What This Means for the Outsourcing Industry
This Gartner forecast underscores the possibility that AI may not replace offshore labor as expected. For years, GenAI has long been assumed to overtake human demand due to its lower costs and automated systems.
However, full automation is more expensive than traditional human service models. Additionally, as assisted service interactions are expected to rise, human-centered customer support remains a core value proposition.
This suggests that outsourcing providers may retain or regain their competitive advantage over AI-only strategies. Outsourcing companies that are capable of providing high-quality support teams are expected to see increased demand in the coming years.
