Artificial intelligence is rapidly changing customer service.
AI chatbots, voice agents, copilots, predictive systems, and automation are helping businesses respond faster, reduce costs, and serve customers at scale.
But Gartner has highlighted a major development businesses should be preparing for:
By 2028, the European Union may introduce consumer protection rules establishing a “right to talk to a human” in customer service.
So the question for businesses is simple:
Are you ready for 2028?
The Digital-Only Customer Experience Has a Problem
The attraction of digital-only customer service is understandable.
AI can answer thousands of questions simultaneously. Automation can process routine requests within seconds, operate 24/7, and significantly improve efficiency.
But efficiency is only one part of customer experience.
Customers do not always contact a company with predictable questions.
Sometimes they are frustrated. Sometimes their problem is complicated. Sometimes an automated system simply cannot understand what they are trying to achieve.
And sometimes customers simply want to speak to a person.
Why a “Right to Talk to a Human” Matters
The possibility of EU regulation reflects a wider concern about how rapidly organizations are automating customer interactions.
When automation works, customers often appreciate it.
Nobody wants to wait for an agent simply to check an order status or answer a basic question.
But when automation fails, customers need an easy way out.
Customers should not have to navigate multiple chatbot menus, repeatedly explain their problem, or search for a hidden telephone number just to reach someone capable of resolving their issue.
Automate when it improves convenience. Provide human access when customers genuinely need it.
Customer Service Roles Are Changing
Gartner also predicts major changes to customer-facing roles as automation increases.
Routine interactions will increasingly be handled by technology, while customer service professionals may be expected to manage broader and more complex situations.
AI can classify reque[sts, summarize conversations, retrieve knowledge, recommend responses, update systems, identify intent, and automate repetitive workflows.
This allows customer service professionals to concentrate on areas where judgment, empathy, negotiation, problem-solving, and accountability matter most.
The Risk of Moving Too Fast
Generative AI is developing extraordinarily quickly, but it remains an evolving technology.
Customer-facing AI can misunderstand requests or provide inaccurate information.
For a routine question, that might simply create frustration.
In industries such as healthcare, financial services, insurance, and travel, incorrect information can have much more serious consequences.
Businesses therefore need to carefully decide where automation improves the customer journey and where access to a person remains essential.
Don’t Wait Until 2028
Whether the EU ultimately establishes a formal “right to talk to a human” or not, Gartner’s prediction sends an important message.
Customers want speed and convenience.
They want intelligent digital experiences.
But when something becomes complicated, emotional, unusual, or important, many still want access to a real person.
Businesses should be asking themselves now:
If a customer wants to speak to a human, how easy is it?
If the answer is difficult, this isn’t only a potential 2028 compliance problem.
It’s already a customer experience problem.
Are You Ready for 2028?
The organizations that prepare now won’t need to scramble if customer protection rules change.
The question is no longer simply how much customer service can be automated.
The better question is:
How do we use automation without taking away the customer’s ability to reach a human when it matters?
2028 may be closer than it seems. Is your customer service ready?
