AI agents are rewriting the customer service org chart

See Forrester's two- and five-year workforce scenarios

Who will manage the AI agents?

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 operating model before the org chart changes

AI Agents Reshape The Customer Service Workforce In Dramatic Ways, Forrester Research, Inc., May 7, 2026

Forrester's staffing models are directional, mix-shift models, not forecasts. Information in Forrester publications is based on Forrester’s efforts to compile and analyze the best resources reasonably available to Forrester at any given time. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance.