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ZDNET's key takeaways
70% of service organizations using AI agents report positive outcomes within 60 days of deployment.
Agentic AI adoption for service organizations has grown from 39% to 66% in the past 12 months.
A new outcome-based pricing model will accelerate the adoption of agentic AI in the enterprise.
Adoption of AI agents in customer service has grown from 39% in 2025 to 66% in 2026, according to a Salesforce survey of 3,075 service professionals representing 13 countries across five continents. To maintain customer trust, service organizations continue to ensure that people are in the customer service loop. In fact, 77% of companies with AI agents allow customers to connect with human agents at any point.
AI agent adoption in customer service
The Salesforce survey found that 85% of service organizations use AI. The current use is generative AI at 78%, predictive AI at 71%, and agentic AI at 66%. The use of agentic AI by the end of 2026 is expected to be at 88%.
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