Stat	Action	Source	Month/Year
83% of service organizations plan to increase investments in AI this year	Copy	State of Service	04/2024
93% of service professionals with AI say the technology saves them time	Copy	State of Service	04/2024
86% of service agents say customer expectations are higher than they used to be 81% of service agents say customers expect a personal touch more than they used to	Copy	State of Service	04/2024
61% of service professionals say their organization addresses service issues proactively — but only 33% of customers agree that the typical company does this.	Copy	State of Service	04/2024
Decision makers expect service budgets to increase by an average of 23% over the next year.	Copy	State of Service	04/2024
80% of service organizations anticipate a budget increase over the next year. 76% of service organizations anticipate higher case volume over the next year 76% of service organizations anticipate adding headcount over the next year	Copy	State of Service	04/2024
77% of service ops professionals say their team can't reach its goals without more budget	Copy	State of Service	04/2024
57% of service agents are responsible for revenue generation metrics	Copy	State of Service	04/2024
80% of service agents say better access to other departments' data would improve their work	Copy	State of Service	04/2024
83% of service decision makers plan to invest more in data integration this year	Copy	State of Service	04/2024
79% of service agents say they support more products/services than a year ago 77% of agents say their workload has increased over the past year 65% of agents say their cases are more complex than a year ago	Copy	State of Service	04/2024
93% of service ops professionals say there’s a strong push right now to improve efficiency.	Copy	State of Service	04/2024