STATE OF SERVICE, SEVENTH EDITION

Customer service is entering a new era. Our last State of Service documented a rise in customer demands. Today, artificial intelligence (AI) is boosting productivity, speeding up resolutions, and providing more support to service teams — while also cutting costs. The AI revolution promised to transform customer service. It delivered.

We surveyed 6,500 service professionals to understand what’s working now that the technology has moved from pilot programs to daily operations. As AI adoption matures across the industry, all eyes are now turning to AI agents — autonomous systems that can take action alongside human teams, not just provide information. Our findings show that most service leaders (79%) believe investing in AI agents is fundamental to meeting current business demands.

What You’ll Find in This Report
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

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Date: 1.8.2018

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