Forrester Report: AI Agents Reshape The Customer Service Workforce In Dramatic Ways

NiCE

Who’s going to manage the AI agents on your service team? Forrester has the scenarios.

Forrester's 2026 report, "AI Agents Reshape The Customer Service Workforce In Dramatic Ways," models a customer service organization that gets smaller at the front line and deeper in specialist roles: subject experts, relationship managers, hybrid quality managers, AI agent builders, and heads of support insights.
The harder question is how you run it. A workforce made of people and AI agents still needs forecasting, coaching, quality, and clear ownership. See the two- and five-year scenarios.

What the new org looks like:

•  Compare two- and five-year staffing scenarios
•  See which roles shrink, specialize, and emerge
•  Assign ownership for AI supervision and quality
•  Build the skills path for your team

Design the model before the org changes.