"The 2025 State of Service report from Salesforce found that four out of every five service leaders say AI agent investment is essential to meeting business demands. The report highlighted several key findings, including adoption rates of AI agents, business opportunities and challenges, and, most notably, how companies are incorporating predictive, generative, and agentic AI to deliver faster, more accurate, and more personalized interactions. Leaders expect AI agents to boost prior AI-enabled outcomes and are backing that expectation with investment."
"Also: Only 11% of business leaders see AI leading to major job cuts - for now To better understand the impact of AI on the customer support and service industry, including the adoption of agentic AI in the enterprise, I interviewed , senior vice president of innovation strategy at , one of the world's leading experts on customer relationship management (CRM), customer experience (CX), knowledge management (KM), and customer service."
Four of every five service leaders say AI agent investment is essential to meeting business demands. AI agents are being used with predictive, generative, and agentic capabilities to deliver faster, more accurate, and more personalized interactions. Leaders expect AI agents to boost prior AI-enabled outcomes and are increasing investment in those technologies. AI agents can reduce service costs by more than 20%. Service leaders are investing in technology and data integration to scale AI-driven support. Only 46% of service representatives' time is spent engaging customers, and only 11% of business leaders foresee major job cuts from AI for now.
Read at ZDNET
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