A Gartner survey of 199 service and support leaders finds AI investment surging while overall budgets barely move — the gap is being funded by cuts to labor and overhead.
In the survey, run in April–May 2026, leaders expect GenAI-powered chatbots to become the most valuable service channel within two years.
Gartner analyst Daniel O’Sullivan says the real differentiator will be tools that let companies deploy and govern AI agents safely at scale.
Source
Gartner / IT-Online
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