State of Service - 7th Edition: Insights from over 6,500 service professionals

As organizations strive to deliver exceptional customer experiences, AI has emerged as a transformative force in service. While AI holds promise for service delivery, its adoption isn’t without challenges. By understanding the obstacles to AI implementation and harnessing its potential, businesses can improve customer interactions, streamline operations, and drive growth as they evolve into agentic enterprises.

For the seventh edition of the State of Service report, Salesforce surveyed 6,500 service professionals to learn how:

Limited resources are driving investment in AI
Emerging types of AI are taking off in service organizations
Leaders are implementing AI in field service

Data in this report is from a double-anonymous survey conducted from April 25, 2025, through June 6, 2025. Respondents represent 40 countries across five continents.

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Date: 1.8.2018

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