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The Seventh Edition State of Service Report

Learn from 6,500 service professionals worldwide on customer support in the AI era.

Explore key insights below and submit the form to see the full report.

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Service organisations are investing more in AI.

Find out what else tomorrow’s service leaders are doing now to future-proof their service.

A woman wearing a headset uses Conversation Catch-Up AI on her computer.

Service professionals compare their top three service priorities and challenges.

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As customer expectations rise, AI is here to help service teams meet them.

Working together, service reps and AI can achieve more — including meeting customers’ needs, both simple and complex.

A woman holding a phone chats with Agentforce AI to coordinate a product exchange.

Insights on rising customer expectations and how AI is shaping the future of customer service.

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AI case resolution is on the rise.

By 2027, 50% of service cases are expected to be resolved by AI, up from 30% in 2025.

A man on a phone call while Agentforce AI logs and summarizes the case on his tablet.

AI is playing a growing role in customer service, with a rising share of inquiries resolved today and even more expected by 2027.

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AI agents help service reps focus on what matters.

The latest form of AI handles tasks autonomously, expanding what’s possible in customer service.

A male field service technician in uniform uses Agentforce Pre-Work Brief on a tablet.

Includes the top-rated like handling FAQs, order inquiries, and supporting representatives with relevant information.

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AI agents benefit both customers and companies.

AI agents are revolutionising service work by boosting efficiency, cutting costs, and improving customer satisfaction.

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Projected percentage gains in service efficiency and effectiveness driven by fully implemented AI agents.

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Explore key insights below and submit the form to see the full report.

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