Gartner Finds Just 4% of Customer Service Teams Meet AI ROI Expectations

Nov 4, 2026
A Gartner survey found that only 4% of customer service organizations achieved the expected return from AI initiatives.

Gartner said in a press release that just 4% of customer service organizations achieved the expected return on investment from their AI initiatives. The finding comes from a survey of 275 service and support leaders conducted from July through August 2026.

Gartner said organizations can improve returns by using AI to analyze customer conversations and feedback, identify recurring problems, and understand customer needs. It also recommended focusing spending on a smaller group of connected use cases tied to business objectives rather than isolated projects.

Gartner predicts that by 2028, organizations building portfolios of connected AI uses will generate twice the business value of those pursuing standalone uses. It said advanced organizations invest nearly 1.8 times more in data and knowledge management foundations than in the AI uses themselves.

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