Urgent Need for Upskilling – The rise of AI creates a skills gap in customer service

AI and automation are technological developments that are affecting every aspect of business and our daily lives. This applies also to customer service. However, there’s one problem. The shift towards new technologies is happening so fast that in just a few years customer service is facing a skills gap.

75% of business leaders think that when it comes to future needs there is a substantial skills gap with today’s workforce in customer service. The AI and automation technology are developing so fast that the workforce can’t keep up.

The concerning development was revealed in a survey LeadDesk conducted for business leaders in Norway, Sweden, Finland, Denmark, The Netherlands, Germany, and Spain. And it is taking the industry towards a critical inflection point.

It’s Not Just the Workers: Leadership Must Evolve as Well

We know that many companies are already investing in AI but there are just as many or even more who are still taking their first steps on the path to AI. But the time is limited. LeadDesk’s survey indicates that 97% of the respondents think that AI will change daily tasks in customer service within the next 3–4 years.

The change can mean letting AI take care of the routine tasks, and allocating more time from the human workforce for things that have higher value: actual customer relationships, personalized experiences, critical thinking, and problem solving.

In addition, 55% of the survey respondents also foresee AI transforming most tasks, fundamentally altering roles and responsibilities. This includes tasks carried out by the leadership. One of the key takeaways is that also managers and decision-makers must adapt to the transformation and that the skills gap may apply to them as well.

The Timespan Is Urgent – And So Should Be Upskilling

But transforming a whole set of tasks takes upskilling and this time it is urgent. Without investment in training, companies risk falling behind in both service quality and employee satisfaction.

In just a few years AI will create the competitive edge also in customer service. In addition to upskilling, this means taking ownership of self-service tools and aligning customer service with strategic goals.

What Companies Can Do Now

To stay ahead of the curve, companies should take proactive steps to close the skills gap and prepare their teams for the AI-powered future of customer service:

• Conduct a skills audit to identify current gaps and future needs.
• Invest in continuous learning through internal training, certifications, and online courses.
• Create AI onboarding programs to help employees understand and collaborate with AI tools.
• Encourage cross-functional learning to build adaptability and problem-solving capabilities.
• Foster a culture of innovation where experimentation and learning are rewarded.
• Monitor employee engagement to ensure satisfaction as roles evolve.
• Align customer service goals with broader business strategy and digital transformation plans.

How Leaddesk Can Help

LeadDesk is committed to helping companies navigate this transformation. With features like skill-based routing, businesses can ensure that customer queries are handled by the most qualified agents—maximizing efficiency and satisfaction. LeadDesk’s omni-channel support enables teams to adapt to new workflows across voice, chat, and email, while the Learning Center offers resources and case studies to support performance improvement and strategic alignment.

Let LeadDesk be your partner in future-proofing customer service. From intelligent routing to tailored learning resources, we help you build a resilient, AI-ready team. Get a demo to explore how we can support your organization in closing the skills gap.