report - WORLDEF

Artificial Intelligence Is Rapidly Transforming Two Professional Groups in E-Commerce

Artificial intelligence is rapidly reshaping the employment structure in the e-commerce sector. While the debate over which jobs will be transformed has continued since large artificial intelligence models began to become widespread, recent data shows that customer service and design roles are directly affected by this change.

According to the “2026 E-Commerce Talent Market Insights” report obtained by Wall Street News from 51job, customer service positions remained the largest hiring category in the e-commerce sector in the first quarter of 2026. Despite this, these positions ranked among the areas that saw the largest year-over-year decline in job postings. A significant decrease in the number of job postings was also observed in design-focused positions.

A New Role Definition in Customer Service with Artificial Intelligence

In e-commerce, customer service has long been one of the largest employment areas for platform sellers, brand owners, and service providers. These teams carried out basic operations such as customer inquiries, after-sales support, order processing, returns, and exchanges.

However, the maturation of artificial intelligence-supported customer service systems has begun to change this picture. Intelligent systems can now manage most standard scenarios such as product recommendations, order tracking, return and exchange procedures, and the resolution of after-sales issues.

Some companies are now redefining the role of human representatives not as “problem solvers,” but as “managers of complex exceptions.” This situation shows that companies’ need for customer service personnel is shifting from simple headcount growth toward more competent operational staff.

The AIGC Effect in Design Positions

Design roles are also undergoing a similar transformation. In the past, design teams had to carry out repetitive production, revision, and delivery processes for product detail pages, marketing posters, main images, and short video content.

Today, AIGC tools can perform many basic tasks such as creating product main images, designing posters, producing short video scripts, and generating visual materials. Artificial intelligence is not completely replacing designers, but it is reducing demand for entry-level design labor.

For e-commerce companies, this change means lower content production costs and faster testing cycles. For professionals, it shows a decline in the value of roles based solely on execution skills.

Demand for Technical Talent in E-Commerce Is Increasing

According to the report, demand for technical talent related to artificial intelligence reached its highest level in the last five quarters in the first quarter of 2026. This demand more than doubled compared to the second quarter of 2025.

In China’s e-commerce sector, the core competencies over the past 10 years were supply chain management and traffic operations. In the artificial intelligence era, operational efficiency, user insights, and business decision-making skills are emerging as new areas of competition.

Cross-Border E-Commerce Employment Is Also Rising

The 51job report reveals that globalization continues to be an important driving force in e-commerce growth. In the first quarter of 2026, job postings containing the keywords “cross-border” and “overseas business” reached their highest level in the last five quarters and increased by approximately 20 percent year-over-year.

The “cross-border e-commerce operations” position has ranked among the most heavily recruited categories for many consecutive quarters. Guangzhou, Shenzhen, and Shanghai stood out as the cities with the highest hiring demand due to their mature supply chains, cross-border ecosystems, and international business infrastructures. The international growth of platforms such as TikTok Shop, Temu, SHEIN, and AliExpress is also increasing demand for overseas-focused positions. Hiring data shows that combinations such as “cross-border + operations,” “cross-border + content,” “cross-border + data analytics,” and “cross-border + artificial intelligence” are becoming increasingly critical.

The Role of AI and Human Balance in Recruitment Processes in MENA

Customers Want AI and Human Support to Work Together

According to a report by AI-native customer support platform Kim.cc, customer expectations clearly reveal where artificial intelligence is useful in customer service and where human support remains indispensable.

Kim.cc published its “AI Customer Support Sentiment Report,” based on a survey conducted with 1,000 customers in the United States. One of the most striking findings of the study was that 35 percent of respondents said they immediately feel frustrated when they realize customer support is powered by AI. Despite this, customers are more open to the use of artificial intelligence for simple tasks such as order tracking, delivery updates, and frequently asked questions.

According to the report, 45 percent of respondents welcome AI support for simple customer service tasks such as checking order status, receiving package delivery information, learning store hours, reviewing return policies, and getting answers to basic FAQs.

Expectations for Human Support Are Increasing in Sensitive Matters

Customer expectations shift toward human support in more complex and sensitive processes. According to the research, 45 percent of respondents believe human involvement is necessary when fixing a broken device or software bug, 50 percent when processing a refund, billing dispute, or plan upgrade, and 60 percent when filing a complaint about a poor experience. In addition, 50 percent of respondents hold company leadership responsible for deploying an unready tool to cut costs when AI-powered customer service answers a query incorrectly.

Gen Z and Millennials Are Less Loyal to AI Support

Although Gallup data shows that Gen Z is the generation most open to using AI in daily life, Kim.cc’s research shows that only 16 percent of Gen Z do not mind seeing AI in customer service. Gen Z and Millennials stand out as the groups most likely to switch brands after a poor automated support experience. These generations are more than twice as likely as other generations to change brands. Among Baby Boomers and Gen X, more than 50 percent combined say they feel highly frustrated when dealing with AI customer support.

“Customers Want Automation When It Saves Time”

Sachin Jaiswal, Founder and CEO of Kim.cc, said: “Customers are not rejecting AI customer support; they are rejecting poor customer service experiences. That is why it is crucial for brands to have AI and humans working together. Customers want automation when it saves time, but they still expect access to a real person when the situation calls for it.” The research shows that, for retail and e-commerce brands, a hybrid customer service model is no longer merely an option but a natural outcome of customer expectations.

AI Market Transformation 2026 Brings 5 Critical Changes for Organizations Worldwide

Artificial intelligence is no longer an experimental technology but a core driver of organizational transformation, accelerating digital transformation across industries. According to the latest report by the World Economic Forum, companies across industries are moving beyond pilot projects and integrating AI into their core business models.

This shift marks a new phase where AI is not only improving productivity but fundamentally reshaping how organizations operate, compete and create value.

AI Moves from Experimentation to Enterprise-Wide Adoption

One of the key insights from the report is that AI adoption is accelerating across all business functions. Organizations are no longer using AI in isolated use cases but embedding it across customer experience, operations and decision-making processes.

This transition requires a broader transformation of operating models. Companies that successfully scale AI are those that align technology with strategy, data infrastructure and workforce capabilities.

Rather than focusing on short-term efficiency gains, leading organizations are redesigning workflows around AI from the ground up.

Workforce Transformation Becomes a Strategic Priority

AI is significantly changing the nature of work. Instead of replacing jobs entirely, it is reshaping tasks, requiring employees to adapt to new tools and ways of working.

The report highlights that organizations must invest in reskilling and upskilling to remain competitive. By 2030, a large share of jobs will be transformed by technology, making continuous learning a core requirement for the workforce.

Human-AI collaboration is emerging as the dominant model, where technology enhances human capabilities rather than replacing them.

From Tools to Systems: AI Redefines Operating Models

A major shift identified in the report is the transition from using AI as a tool to treating it as an integrated system.

Organizations are increasingly building AI-driven ecosystems that connect data, processes and decision-making. This requires a redesign of governance structures, workflows and internal coordination.

AI is becoming a foundational layer of business operations, influencing everything from supply chains to customer engagement.

Leadership and Strategy Drive AI Success

The report emphasizes that technology alone does not guarantee success. Leadership plays a critical role in defining how AI is adopted and scaled.

Organizations that achieve meaningful results are those where executives actively drive transformation, align teams and embed AI into long-term strategy.

AI transformation is not a technical upgrade – it is a leadership challenge that requires cultural and organizational change.

Responsible AI and Governance Gain Importance

As AI adoption grows, so do concerns around ethics, transparency and accountability.

The report highlights the importance of responsible AI deployment, ensuring fairness, inclusivity and trust. Organizations must implement governance frameworks that address risks while enabling innovation.

Responsible AI is increasingly becoming a competitive advantage rather than just a regulatory requirement.

Outlook: AI Becomes a Core Business Infrastructure

The findings make it clear that AI is evolving into a general-purpose technology that reshapes entire industries, similar to past innovations like electricity and the internet.

For organizations, the challenge is no longer whether to adopt AI, but how quickly they can transform to capture its full value.

Companies that successfully integrate AI into their operating models, workforce and strategy will be better positioned to compete in an increasingly digital and data-driven global economy.

Source : WORLD ECONOMIC FORUM