Stat: Half of all service cases will be resolved by AI in two years

Global – Artificial intelligence is rapidly reshaping customer service, with half of all service cases expected to be resolved by AI within two years, according to Salesforce’s State of Service report. 

The survey of 6,500 service professionals worldwide highlights the opportunities and challenges AI will bring to the customer service sector. While teams still grapple with limited resources, talent shortages and system integration, those that consolidate their service data on a single platform are 1.4 times more likely to report successful AI outcomes. 

Service leaders are increasingly optimistic about AI’s transformative role. Nearly four in five (79%) say investment in AI agents is essential to meet business demands. Companies are now deploying predictive, generative and agentic AI to deliver faster, more accurate and personalised customer interactions. 

‘AI agents are redefining customer service by boosting efficiency, cutting costs and improving satisfaction,’ the report notes, pointing to a shift from experimental tools to core business infrastructure. As investment in this area accelerates, AI is set to become the default front line for customer engagement, with human agents stepping in only when complexity demands. 

In our The Synthocene Era: Merging Human and Machine Intelligence report and AI topic, we explore how AI is moving from experimental to essential, and spotlight the brands using it to supercharge their businesses.