White paper ·
Outsourcing 101
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AI hasn’t cut the need for human support agents—it increased it. Read the 2026 whitepaper from Connext.
35%
Faster estimate turnaround
$180K
Saved in annual overhead
3 weeks
To onboard estimators
0
Missed bid deadlines
AI is now a standard part of customer service operations, but the 2026 State of Customer Service Operations shows it hasn't reduced the need for human oversight, it's increased it. Drawing on the Connext Global 2026 AI Oversight Survey of 1,000 U.S. adults and Connext client data, this whitepaper examines why AI output still requires heavy review, where it breaks down most often, and how leading organizations are pairing AI with trained offshore teams to scale customer support without sacrificing quality or driving up costs.
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