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ZDNET's key takeaways
AI agents are boosting efficiency, cutting costs, and improving customer satisfaction.
By 2027, 50% of service cases are expected to be resolved by AI.
4 out of 5 service leaders say AI agent investment is essential to meet business demands.
Seventy-nine percent of service leaders say investment in AI agents is essential to meet business demands, according to Salesforce's State of Service 7th edition report. Here are the key takeaways from the company's annual State of Service research, based on a survey of more than 6,500 service professionals worldwide.
Teams tackle AI adoption: Service teams face challenges like meeting customer demands with limited resources, talent shortages, and successfully implementing AI. However, companies that've integrated their service channel data in one unified platform are 1.4x more likely to call their AI implementation very successful compared to those with siloed systems.
AI agents redefine customer service:- Companies are incorporating predictive, generative, and agentic AI to deliver faster, more accurate, and more personalized interactions. Leaders expect AI agents to amplify prior AI outcomes and are backing that expectation with investment. Investment in AI agents is essential to meet business demands, say 79% of service leaders.
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