Gartner^® research report

AI Use-Case Assessment for Customer Service

Discover the top 20 AI use cases transforming customer service — and get a strategic framework to identify, evaluate and prioritize AI opportunities.

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Artificial intelligence (AI) is transforming customer service and support at every level — from frontline agent interactions to back-office automation.

The “AI Use-Case Assessment for Customer Service” report from Gartner covers 20 high-impact AI use cases, showcasing where AI can create measurable value through cost reduction, service quality enhancement and new revenue opportunities. The report also explores where implementation challenges and readiness gaps exist.

Gartner, AI Use-Case Assessment for Customer Service, Uma Challa, Bern Elliot, 31 January 2025
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Download the report to get insights on:

Practical steps to leverage the Gartner AI Use-Case Toolkit
How to balance innovation and feasibility when selecting use cases
Which AI initiatives deliver the fastest ROI for service and support leaders

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AI Use-Case Assessment for Customer Service

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