"AI agent creation among first-mover companies surged 119% between January and June of 2025, with service organizations leading the adoption of agents, with the average number of customer service conversations led by an agent growing 22 times in the first half of 2025, according to Salesforce's Agentic Enterprise Index. Salesforce analyzed and aggregated usage data using its own AI products to uncover the story of agents in the workforce."
"Additional data was sourced from Salesforce's global proprietary research studies, totaling more than 2,000 responses. A global survey of over 6,500 service professionals revealed that by 2027, 50% of service cases are expected to be resolved by AI. What is an agentic enterprise? An agentic enterprise refers to an organization that uses autonomous AI agents to drive and execute business processes. These AI systems can act independently, adapt to changing situations, and make decisions without constant human supervision."
AI agent creation among early-adopter companies rose 119% between January and June 2025, with service organizations driving adoption. The average number of customer-service conversations led by an agent grew 22-fold in the first half of 2025. Employee interactions with AI agents increased at an average monthly rate of 65%, while retail experienced agent actions growth averaging 128% per month. Salesforce aggregated usage data and proprietary research, including a global survey of over 6,500 service professionals. The survey forecasts that by 2027, 50% of service cases will be resolved by AI. An agentic enterprise uses autonomous AI agents that act, plan, and decide independently.
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