AI is already better than many customer support reps. Many are already using Gorgias, Zendesk, Decagon, Intercom, etc AI to replace 20%-40% of their support teams. And usually seeing AI be in the Top 10% of all agents for CSAT. Not #1, but the top 10%.
The same is going to soon happen with transactional sales.
It’s just at the edge of doing the same to certain segments of salespeople and customer success, and it’s going to keep improving. And there are areas where it’s still probably not going to replace humans anytime soon.
Let’s break it down … at least at the moment:
Where AI is better already, or soon will be:
1. Transactional Sales Reps Are at Risk in General
AI is already outperforming mediocre or mid-pack customer success reps. This will likely come soon to transactional sales, especially for deals under $10K. These are the one-call closes or high-volume, low-complexity sales where customers primarily need quick answers, clear pricing, and a seamless buying experience. AI doesn’t get tired, doesn’t forget product details, and doesn’t push unnecessary upsells to hit quota. It’s consistent, always available, and can handle objections or pricing questions without emotional baggage.
Even where humans are better, hiring is just so hard. An AI that is even 80% as good as a human at transaction 1-2 touch close sales will be better when you add in all the hard and soft costs of hiring, training, and losing a new member of the sales team.
2. Mediocre Customer Success, Sales Engineers, Etc. Are at Risk.
AI excels at handling tasks like answering technical questions. These are areas where all but the best humans … just have to “get back to you”. AI can step in and handle these efficiently, allowing sales teams to focus on higher-value activities. The best AEs will leverage AI to be even better. But we probably won’t need mediocre sales engineers, customer success, etc. that are slow to respond and don’t come with answers.
3. Mediocre SMB / Commercial Reps
AI can already outperform the bottom 30-40% of sales reps who don’t know their product well, don’t follow up effectively, or fail to build rapport. At least partially today. Customers often prefer interacting with a great AI over a mediocre human because the AI is faster, more knowledgeable, and doesn’t make mistakes like forgetting key details or missing follow-ups.
Where AI won’t replace humans (yet)
1. True, Real Strategic Relationship Builders
AI can’t replicate the deep, trust-based relationships that top enterprise account executives (AEs) build with their clients. These AEs spend their time on complex negotiations, strategic guidance, and relationship-building—areas where human intuition, empathy, and creativity are critical. AI can assist them, but it won’t replace them.
But … but … way too many sales execs think they are this. But aren’t.
2. Complex Enterprise Sales
Selling to large enterprises often involves navigating complex procurement processes, multiple stakeholders, and nuanced objections. While AI can handle technical questions and automate parts of the process, it can’t yet manage the human dynamics of these deals. The best enterprise AEs thrive on understanding the unique needs of each stakeholder and crafting tailored solutions—something AI isn’t capable of doing at the same level.
3. Truly Creative Problem Solvers. The Sales + Product Gurus.
The best salespeople are creative problem solvers who can think outside the box to address unique customer challenges. AI operates within the parameters it’s given and can’t yet innovate or adapt in the same way a top-performing human can.
Why?
AI is great at
- consistency
- speed,
- availability, and
- handling structured tasks.
But:
- it can’t get on a plane and go visit a customer.
- And it can’t do most complex deployments itself.
- Or manage business process change.
Emotional intelligence and creativity? We’ll see. Let’s not overstate how great most humans are here. Honestly our SaaStr AI is better than more humans here already.
Yes, customers still want to connect with humans for high-stakes decisions or when they need someone to truly understand their unique situation. Humans will still be in six-figure deals.
That’s why the future of sales in 2026+ will be isa hybrid model—AI will handle the routine and repetitive tasks, and more and more of SMB and commercial sales. While the best salespeople will focus on the human elements that AI can’t replicate.
The bottom line: AI will make the best salespeople even better by freeing them up to focus on what they do best, while replacing the mediocre ones who don’t add value beyond what AI can already provide. It’s a bifurcated future—embrace it, or risk being left behind.
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