10 percent decrease in customer service jobs – what does AI mean for the sector?

According to Profession.hu data, the largest decline among customer service positions was in claims adjuster (-37%), receivables manager (-34%), personal (-20%) and telephone (-12%) customer service positions. In contrast, significant growth can be seen in the online customer service (+48%) and customer service (+22%) categories. Customer service work is therefore increasingly shifting towards digital channels. This is largely due to changing customer service preferences: it is increasingly common to handle simple matters online and turn to customer service for more complex issues. However, this trend does not mean that non-digital customer service professionals are in a difficult position, as the vast majority of job postings in this area still involve traditional customer service tasks, but online is increasingly taking up the category.

“Customer service work is no longer about serving a single channel, but about enabling employees to solve complex, cross-channel problems. Companies should not only develop their automation solutions, but also pay attention to training their employees so that they know the solutions offered by new technologies and can use them effectively. Artificial intelligence mainly means relieving the burden on colleagues, and the freed-up capacity can be invested in value-creating work. This can include a more precise understanding of customer needs and responding to them, which can even mean a market advantage for the company. A technological development is sustainable if we examine its effects not only from a business perspective, but also from a human perspective – how it affects colleagues’ motivation, mental health and organizational culture. It is important that changes do not only place a burden on them, but also provide space for development and professional development. This not only increases efficiency, but also strengthens the connection to work – which ultimately “In turn, it also supports the improvement of the customer experience,” said Csilla Németh-Király, Director of Customer Service and Operations at Profession.hu. “For example, at Profession.hu, the verification of advertisements is now fully automated, we use AI-based systems for this: in this case, humans only intervene where the software finds a problem – we previously solved this purely with human resources. We use the freed up resources to develop the customer experience and services”

– added the expert.

AI is not a threat, but a tool and an opportunity

With the spread of artificial intelligence, customer service jobs have also transformed to a greater or lesser extent, and flexibility has become a key skill. Employees must be open to learning about new technologies and processes, while companies must take an increasingly greater role in the development of their employees.

On Profession.hu, 26% of customer service job openings advertised in the first ten months of this year included salary information, which is a higher than average rate. Based on this, the net average salary in the field for the first ten months of 2025 is HUF 355,000, an 11% increase compared to the same period of the previous year. The highest salaries are typical for online customer service and customer service, while traditional, telephone or accounts receivable management jobs usually have lower salaries.