Early stages of replacing CSR workers with AI - Customer Service Representative (CSR) Sage Employee Review

Thank you for taking the time to share your thoughts with us. We’re truly sorry to hear that you’re feeling concerned about AI and would like to hopefully offer some reassurance on its use and impact. At Sage, AI is designed to be a supportive tool—one that helps accelerate outcomes, enhance productivity, and enable colleagues to innovate more quickly. It is not intended to replace human insight, judgment, or creativity. In fact, AI only delivers real value when paired with the skills, experience, and ingenuity that you and the rest of our colleagues bring. We encourage the use of AI to help free up time for the work that matters most: building relationships, solving problems, thinking creatively, and delivering meaningful value for our customers and each other. These human elements remain central to who we are as a business and continue to guide how we operate and grow. AI is here to support those strengths, not diminish them. Your concerns are important, and we want you to feel supported. We strongly encourage you to speak with your manager or wider leadership team so they can understand how you’re feeling and work with you to ensure you feel confident and comfortable moving forward. We also encourage you to submit a Service Now ticket if you wish to speak to a member of the People team. We’re committed to helping our colleagues navigate change with transparency and empathy.