August 27, 2025
Digital-First Service Technologies on Track to Surpass Traditional Channels
Digital-first customer service tools are rapidly becoming the cornerstone of customer support strategies, according to new research from Gartner. Within the next two years, technologies such as live chat, self-service portals, and knowledge management systems are expected to outpace traditional support channels like phone and email in terms of value to service leaders.
The findings come from a Gartner survey of 265 customer service and support executives conducted in April and May 2025. Although AI-driven service agents are gaining attention across the industry, the study reveals that they still do not rank among the top 10 most valuable technologies for leaders today, or in their two-year outlook. Instead, tools that enable faster, scalable service are solidifying their role at the core of customer experience strategies.
“Live chat, self-service portals, and knowledge management systems are solidifying their place as essential tools for fast, scalable support,” said J.J. Moncus, Principal, Research in the Gartner Customer Service & Support practice. “To stay ahead, customer service leaders must focus on leveraging enhanced analytics, optimising knowledge management, and using agent assist techniques to enhance the assisted-service experience.”
The Rise of Agent Assist Tools
As simple inquiries are increasingly resolved through self-service, the more complicated cases are falling to live agents. This trend gives rise to agent assist tools, which Gartner predicts will be adopted by nearly three-quarters of customer service organisations by the end of 2025. Agent assist solutions provide frontline staff with real-time guidance, contextual insights, and recommended actions, helping them handle complex issues more quickly and effectively. The result is a more efficient support process and a higher-quality experience for customers.
Despite the buzz surrounding artificial intelligence, the study shows that service leaders remain cautious about fully embracing AI-powered agents. While the technology is promising, it has yet to break into the top tier of customer service solutions valued by executives today or projected for the near future.
These insights show that customer service is moving firmly toward digital-first channels, while assisted-service tools evolve to meet the growing complexity of human-led support. AI will continue to develop, but for now, it’s the blend of automation and human empowerment that defines the future of customer experience.
