{"id":57319,"date":"2024-02-19T16:53:45","date_gmt":"2024-02-19T16:53:45","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=57319"},"modified":"2025-10-19T08:48:51","modified_gmt":"2025-10-19T07:48:51","slug":"by-2028-the-eu-will-mandate-the-right-to-talk-to-a-human-in-customer-service-predicts-gartner","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/by-2028-the-eu-will-mandate-the-right-to-talk-to-a-human-in-customer-service-predicts-gartner\/","title":{"rendered":"By 2028, the EU Will Mandate \u201cthe Right to Talk to a Human\u201d In Customer Service, Predicts Gartner"},"content":{"rendered":"

Gartner’s latest <\/span><\/span>report<\/span><\/span> has made a bleak prediction for <\/span>artificial intelligence within the customer service sector.<\/span><\/span>\u00a0<\/span>
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<\/span>As the role of AI continues to <\/span>dominate contact center discussions, <\/span>organizations have been warned against pursuing digital-only solutions<\/span>, with Gartner <\/span>anticipating<\/span> that the EU could <\/span>make<\/span> \u201cthe right to talk to a human\u201d<\/span> a<\/span> part of its consumer protection laws<\/span> within the next three years<\/span>. <\/span><\/span>\u00a0<\/span>
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<\/span>This comes in response to <\/span>the rapid growth and importance of <\/span>GenAI<\/span>. With more customer service agent roles becoming automated, Gartner foresees <\/span>that by as soon as 2027, <\/span>30% of<\/span> organizations will have <\/span>consolidated<\/span> multiple positions into one <\/span>customer-facing employee role<\/span>.<\/span><\/span>\u00a0<\/span><\/span><\/p>\n

By 2027, <\/span>30% of<\/span> organizations will have <\/span>consolidated<\/span> multiple positions into one <\/span>customer-facing employee role<\/span>.<\/span><\/span>\u00a0<\/span>
<\/span><\/p><\/blockquote>\n

The consequence of this is clear for <\/span>all <\/span>to see<\/span>: more AI <\/span>=<\/span> less<\/span> humans. <\/span><\/span>\u00a0<\/span>
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<\/span>And, l<\/span>ike all great <\/span>cyber-dystopian <\/span>stories<\/span>, <\/span>those humans who <\/span>haven\u2019t<\/span> been replaced by machines end up turning against each other. <\/span>A point highlighted by Emily Potosky, Senior Director of Research in the Gartner Customer Service and Support practice:<\/span><\/span>\u00a0<\/span>
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<\/span>\u201cService and support leaders must move fast in order to maintain their influence and avoid their function being subsumed by another.\u201d<\/span><\/span>\u00a0<\/span>
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<\/span>And here lies the crux of the issue. While AI\u2019s efficiency and <\/span>cost-cutting<\/span> benefits cannot be ignored<\/span>, <\/span>when it comes to the customers themselves, many<\/span> would still rather speak to a human.<\/span><\/span>\u00a0<\/span>
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<\/span>It\u2019s like when a friend recommends a TV series for you to watch. They outline why you should watch it, <\/span>making a completely compelling argument as to how it suits your tastes and how much <\/span>you\u2019re<\/span> bound to enjoy it<\/span> (<\/span>I’m<\/span> looking at you, The Sopranos)<\/span> \u2013 but for whatever reason, you <\/span>simply <\/span>don\u2019t<\/span> want to and would rather rewatch a tried and tested favorite. <\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>Human agents are <\/span>the tried<\/span> and tested. <\/span>And <\/span>organizations that <\/span>refuse to provide customers with an easily accessible <\/span>option<\/span> to contact an agent are facing an ever-growing backlash<\/span> that could well result in the introduction of legal requirements.\u00a0<\/span> <\/span>\u00a0<\/span>
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<\/span>In outlining the possibility of the EU taking legislative action, Potosky commented:<\/span><\/span>\u00a0<\/span>
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<\/span>\u201cThe EU has a reputation as a standard-setter when it comes to consumer protection<\/span>. <\/span>If <\/span>it<\/span> takes this step, organizations that rely too heavily on generative AI-assisted service could need to scramble to boost their <\/span>assisted-service<\/span> offering, despite many leaders currently promoting the cost-savings of a digital<\/span>–<\/span>only<\/span> strategy.\u201d<\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>So, how can organizations <\/span>maximize<\/span> the <\/span>advantages of <\/span>GenAI<\/span> while still providing customers with the human touch that they crave and avoiding the EU\u2019s wr<\/span>ath? <\/span><\/span>\u00a0<\/span>
<\/span><\/p>\n

The Best of Both Worlds<\/span><\/span>\u00a0<\/span><\/span>
<\/span><\/h2>\n

AI is inescapable. Even the biggest of technophobes would be silly not to <\/span>u<\/span>tilize<\/span> at least some form of automation within their customer service offerings. <\/span><\/span>\u00a0<\/span>
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<\/span>However, striking the right balance of precisely what, where, and how much AI to incorporate is what will separate the good from the great, and protect agains<\/span>t any future regulations. <\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>For Gartner, the best use is a tandem approach that sees AI supporting existing agents rather than replacing them. The report argues that as things currently stand, <\/span>\u201cit is too risky, expensive<\/span>,<\/span> and difficult to replace customer service reps with a generative-AI-powered chatbot.\u201d <\/span>But<\/span> does concede that many organizations will still see this as <\/span>a viable<\/span> option<\/span>, particula<\/span>rly moving forward.<\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>The below image provides a basic outline of the pros and cons of both of these approaches<\/span>:<\/span> <\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span><\/p>\n

\"Two
Source: Gartner<\/figcaption><\/figure>\n


<\/span>\u00a0<\/span>
<\/span>Arguably the most striking and worrying prediction <\/span>from<\/span> the image is the suggestion that a reduction <\/span>in human agents could lead to <\/span>customers being harmed. <\/span><\/span>\u00a0<\/span><\/span><\/p>\n

A reduction <\/span>in human agents could lead to <\/span>customers being harmed.<\/span><\/span><\/span><\/p><\/blockquote>\n

In expounding on this point, the report argues that a rush to implement <\/span>customer-facing<\/span> GenAI<\/span> will lead to inadequately vetted systems <\/span>that could make inaccurate and potentially dangerous recommendations.<\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>With the stakes being raised from shoddy customer service to <\/span>customers <\/span>possibly being<\/span> in danger, it is no surprise that Gartner is predicting legislative action. <\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>For organizations that are contemplating a digital-only approach, the argument should not revolve around whether or not th<\/span>ey will be in <\/span>breach<\/span> of future <\/span>regulat<\/span>ions<\/span>, but<\/span> should instead focus on what is best for the customer. <\/span><\/span>\u00a0<\/span>
<\/span>\u00a0<\/span>
<\/span>W<\/span>hether that be <\/span>providing<\/span> the <\/span>option<\/span> of <\/span>a <\/span>customer\u2019<\/span>s<\/span> preferred method of contact or protecting them against a technology that is still in its infancy, having human agents <\/span>should be <\/span>a non-negotiable<\/span>. <\/span><\/span>\u00a0<\/span>
<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Gartner’s latest report has made a bleak prediction for artificial intelligence within the customer service sector.\u00a0\u00a0As the role of AI continues to dominate contact center discussions, organizations have been warned against pursuing digital-only solutions, with Gartner anticipating that the EU could make \u201cthe right to talk to a human\u201d a part of its consumer protection […]<\/p>\n","protected":false},"author":4983,"featured_media":57321,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-57319","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-artificial-intelligence","tag-ccaas","tag-chatbots","tag-generative-ai","tag-virtual-agent","tag-virtual-assistant","tag-voice-of-the-customer","brands_to_track-gartner","editorial_type-interview","intent-evaluation"],"acf":[],"yoast_head":"\nBy 2028, the EU Will Mandate \u201cthe Right to Talk to a Human\u201d In Customer Service, Predicts Gartner - 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