The Sixth Edition State of Service Report

The customer journey takes center stage.

Service professionals have a lot to juggle. Turning service orgs from cost centers to revenue drivers isn’t easy, especially while managing larger and more complex caseloads. It’s a challenge to meet many demands at once while keeping the customer experience at the center of it all. That’s where AI comes in.

Customer experience is the top priority — and the biggest challenge.

Decision makers rank customer experience as both their number-one priority and challenge.

AI is disrupting the status quo and delivering results.

The benefits of AI are clear. Over 90% of organizations with AI are cutting costs, boosting productivity, and improving the customer experience. What’s more, the vast majority of service professionals say that the technology will help them better serve customers.

AI + data are fueling next-level customer experiences.

AI is proving its value across a variety of use cases in service, ranging from customer-facing intelligent assistants to automated summaries and reports to knowledge base articles.

AI unlocks scale at a critical moment.

Budgets and headcounts are on the rise, but so are caseloads. Many service leaders are looking to AI to balance the need for efficiency with the challenge of meeting ever-increasing customer expectations.

Service organizations pursue AI as case volume and expectations rise.

AI is bridging the divide between where the industry is now and where it needs to go. Already, AI investments are proving key to service organizations’ ability to keep pace with increasing customer demands.