In 2 years, half of all service calls will be resolved by AI - survey

"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."

"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."

"AI gets conversational with voice and multimodal interactions: Conversational AI is reshaping customer communication across digital channels, like text and chat, increasing self-service resolution rates. When cases do need human attention, the right AI tools maintain context. Eighty-five percent of service professionals usinf voice AI say transitions to human representatives are seamless for customers. Agentic AI makes field service safer and more efficient: Field service organizations face inefficiencies due to administrative tasks, scheduling issues, and long waits for parts. AI can help."

Seventy-nine percent of service leaders consider investment in AI agents essential to meet business demands. Service teams face limited resources, talent shortages, and implementation challenges, while unified service channel data boosts AI implementation success by 1.4x versus siloed systems. Companies are adopting predictive, generative, and agentic AI to provide faster, more accurate, and more personalized interactions. Conversational and multimodal voice AI increase self-service resolution and preserve context during human handoffs. Field service inefficiencies from administrative tasks, scheduling, and part delays can be mitigated by AI. Leaders expect AI agents to amplify prior AI outcomes and are increasing investment accordingly.

Read at ZDNET