# Will AI replace customer service jobs?

Markdown copy of https://realalpha.app/q/will-ai-replace-customer-service/ on Real Alpha, the best minutes from long interviews with the people building AI. Cite and link the page, not this copy.

[All questions](https://realalpha.app/q/)

Question

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

- AI will do most of it 2
  - Nik Storonsky
  - Steven Bartlett
- People with AI 4
  - Jeanne Grosser
  - Bill McDermott
  - Shyam Sankar
  - Marc Benioff

## People with AI 4

1. Grit · Oct 5, 2026 · 3 min
   **[Vercel runs support, BDR and RevOps with agents](https://realalpha.app/s/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 Grosser](https://realalpha.app/builders/jeanne-grosser/) COO, Vercel [58:16](https://realalpha.app/v/CPp_XKM7fcc/#t=3496)
2. No Priors · Apr 17, 2026 · 5 min
   **[AI speeds implementation and changes who companies hire](https://realalpha.app/s/ai-speeds-implementation-and-changes-who-companies-hire/)**
   > “90% of our customer service cases now are managed by agents.”
   [Bill McDermott](https://realalpha.app/people/bill-mcdermott/) Chairman & CEO, ServiceNow [38:29](https://realalpha.app/v/tNNFJa5pUEg/#t=2309)
3. a16z Podcast · Mar 20, 2026 · 3 min
   **[AI should equip sales teams to win rather than replace them](https://realalpha.app/s/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 Sankar](https://realalpha.app/builders/shyam-sankar/) Chief Technology Officer, Palantir Technologies [36:38](https://realalpha.app/v/1LcH4lP9XbA/#t=2198)
4. 20VC · Dec 9, 2024 · 4 min
   **[AgentForce could shift support workers into other roles](https://realalpha.app/s/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 Benioff](https://realalpha.app/builders/marc-benioff/) Founder, Salesforce [20:56](https://realalpha.app/v/Xgsxi7IGMEU/#t=1256)

## AI will do most of it 2

1. Founders · Oct 25, 2026 · 4 min
   **[AI is shrinking Revolut's teams and speeding up work](https://realalpha.app/s/ai-is-shrinking-revoluts-teams-and-speeding-up-work/)**
   > “So we automated customer support, so 90% of all customer support team is automated now.”
   [Nik Storonsky](https://realalpha.app/people/nik-storonsky/) Co-founder & CEO, Revolut [24:15](https://realalpha.app/v/hT_MAAwFLIc/#t=1455)
2. The Diary Of A CEO · Jun 16, 2025 · 2 min
   **[A CEO expects AI agents to shrink his workforce to 3,000](https://realalpha.app/s/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 Bartlett](https://realalpha.app/people/steven-bartlett/) Host, The Diary Of A CEO [1:27:04](https://realalpha.app/v/giT0ytynSqg/#t=5224)

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.