Inside the Seventh Edition of the State of Service Report

Inside the Seventh Edition of the State of Service Report

New customer service and field service research uncovers four key insights in the era of agentic AI.

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The customer service revolution is here, and AI is leading the charge.

In our latest State of Service report - based on learnings from 6,500 service professionals - artificial intelligence (AI) isn't just helping, it's changing the way we do business. AI is driving productivity to new heights, slashing resolution times, and cutting costs.

The takeaway? Investing in AI agents is essential to staying competitive. By pairing human expertise with AI across digital channels and uniting everything with a strong data strategy, companies aren't just improving - they're breaking through to unprecedented success.

Read on to see how today's customer service leaders are making AI work - and how you can build a future where people and AI succeed side by side. Then, download the State of Service report to learn more.

• Insight #1: AI success in customer service starts with a unified data strategy
• Insight #2: AI agents redefine customer service
• Insight #3: AI transforms conversations
• Insight #4: Agentic AI makes field service more efficient

Insight #1: AI success in customer service starts with a unified data strategy

AI is only as strong as the data behind it. Service teams struggle with limited resources, talent shortages, and the complexities of new technology, but the biggest differentiator comes down to data. We found that companies that unify their customer service channel data are 1.4x more likely to achieve a "very successful" AI implementation.

That brings us to our insight: a cohesive data strategy isn't optional - it's the foundation of AI success. That's why 88% of service leaders are prioritizing tech integration to bring data together, eliminate silos, and unlock the full potential of AI.

⚡Service Cloud brings customer data and AI together in one unified platform, helping teams resolve cases more quickly and provide more personalized support. (Back to top)

Insight #2: AI agents redefine customer service

AI agents are revolutionizing customer service, and businesses are taking notice. A staggering 79% of service leaders believe that investing in AI agents is essential to meet current business demands.

With AI agents, companies expect to decrease service costs and case resolution times by 20% on average, as well as improve customer satisfaction - a win-win (win). Service professionals are reaping AI's benefits, too, with 83% reporting better career prospects and 82% developing new skills. AI is making it possible for service representatives to do their best work.

⚡Tools like Service Cloud and Agentforce help automate tasks, provide insights, and give employees opportunities to build new skills. (Back to top)

Insight #3: AI transforms conversations

Conversational AI is changing the way customers connect with businesses, making every interaction faster, smarter, and easier. With 89% of service professionals saying that conversational AI increases self-service resolution rates and 88% saying it accelerates resolution times, it's clear this tech is here to stay.

By preserving conversation history and context across all touchpoints, conversational AI removes friction and helps businesses deliver the kind of effortless, connected experiences customers now expect.

⚡Agentforce's AI agents can operate 24/7 across platforms like self-service portals and messaging channels, handling tasks autonomously within trusted guardrails set by your business. (Back to top)

Insight #4: Agentic AI makes field service more efficient

AI is transforming field service - in fact, 88% of field service leaders already report moderate or significant improvements with the technology. And technicians are on board, too: 80% want to spend less time on admin tasks and 87% believe AI would make their job more satisfying.

AI helps field service teams boost technician utilization, make dispatchers more productive, and improve customer satisfaction. To get these results, companies need the right mix of technology and strategy to put AI to work across field service.

⚡Agentforce for Field Service helps streamline tasks like scheduling and dispatch while supporting mobile worker productivity. (Back to top)

Uncover more insights from the "State of Service" report

These customer service insights offer a glimpse of how you can use the best of both AI and service representatives to achieve more for your business. By integrating AI with human expertise and a unified data strategy, businesses can achieve unprecedented success. But to stay competitive, businesses must prioritize AI adoption and invest in the right technology and strategy.

To learn more and start planning for your agentic enterprise now, get the free seventh edition of the Salesforce "State of Service" report. (Back to top)

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Amber Armstrong is an experienced technology CMO who currently leads marketing for Sales Cloud, and previously led marketing at LivePerson and several AI-infused businesses at IBM. She's dedicated to both the art and science of marketing and has a passionate curiosity for the uncharted. Her...Read More personal mantra: Focused. Passionate. Kind. Armstrong lives in Austin, TX with her husband and two step-children.