Many agents plan to leave their current job, but fear of AI isn’t a big factor
April 15, 2026
•HR_Dive•Moderate impact[key points]
Key points
- •Nearly one-third of customer service agents plan to leave their current job.
- •Most agents are looking for positions offering schedule flexibility.
- •Only 8% of agents fear being replaced by AI, but nearly all expect it to change their role.
Impacted Jobs
Customer service representative
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Call centre agent
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Data entry clerk
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