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Will AI replace customer service jobs?

Of the 6 moments we cut that answer this, 4 say people will work with AI and 2 say AI will do most of it. Jeanne Grosser said on Grit (Oct 5, 2026) that agents resolve most support cases, while remaining staff shift to finding product bugs and working with engineering. Nik Storonsky said on Founders (Oct 25, 2026) that AI now automates 90% of customer support and has replaced much of the large support team.

Where they stand

People with AI4

  1. Grit · · 3 min Pro pick

    Vercel runs support, BDR and RevOps with agents

    “the remaining support team that we have really is now finding legitimate problems in the product and then working really closely with the engineering”
    Jeanne GrosserCOO, Vercel58:16

  2. No Priors · · 5 min Pro pick

    AI speeds implementation and changes who companies hire

    “90% of our customer service cases now are managed by agents.”
    Bill McDermottChairman & CEO, ServiceNow38:29

  3. a16z Podcast · · 3 min

    AI should equip sales teams to win rather than replace them

    “I'm not sure why the goal is replacing people to begin with. Like, isn't the goal to win?”
    Shyam SankarChief Technology Officer, Palantir Technologies36:38

  4. 20VC · · 4 min Pro pick

    AgentForce could shift support workers into other roles

    “layoff is an important tool for CEOs to be able to use, to be able to prepare for a company for the future.”
    Marc BenioffFounder, Salesforce20:56

AI will do most of it2

  1. Founders · · 4 min

    AI is shrinking Revolut's teams and speeding up work

    “So we automated customer support, so 90% of all customer support team is automated now.”
    Nik StoronskyCo-founder & CEO, Revolut24:15

  2. The Diary Of A CEO · · 2 min

    A CEO expects AI agents to shrink his workforce to 3,000

    “He said right now they have 3,600. And he said by the end of summer, because of AI agents, they'll be down to 3,000.”
    Steven BartlettHost, The Diary Of A CEO1:27:04

Each moment is a few minutes of a long interview, cut by Real Alpha and filed under how it answers by a model that read its claim and quote. Open a moment for its full transcript. Last moment added Oct 29, 2026.