{"id":10321,"date":"2025-10-03T17:03:16","date_gmt":"2025-10-03T09:03:16","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10321"},"modified":"2025-10-03T17:03:18","modified_gmt":"2025-10-03T09:03:18","slug":"state-of-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/","title":{"rendered":"Inside the Seventh Edition of the State of Service Report"},"content":{"rendered":"\n<p id=\"top\">The customer service revolution is here, and AI is leading the charge.&nbsp;<\/p>\n\n\n\n<p>In our latest State of Service report \u2013 based on learnings from 6,500 service professionals&nbsp;\u2013&nbsp;artificial intelligence (AI) isn\u2019t just helping, it\u2019s changing the way we do business. AI is driving productivity to new heights, slashing resolution times, and cutting costs.&nbsp;<\/p>\n\n\n\n<p>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\u2019t just improving \u2014 they\u2019re breaking through to unprecedented success.<\/p>\n\n\n\n<p>Read on to see how today\u2019s customer service leaders are making AI work \u2014 and how you can build a future where people and AI succeed side by side. Then, <a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">download the State of Service report<\/a> to learn more.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#1\">Insight #1: AI success in customer service starts with a unified data strategy<\/a><\/li>\n\n\n\n<li><a href=\"#2\">Insight #2: AI agents redefine customer service<\/a><\/li>\n\n\n\n<li><a href=\"#3\">Insight #3: AI transforms conversations<\/a><\/li>\n\n\n\n<li><a href=\"#4\">Insight #4: Agentic AI makes field service more efficient<\/a><\/li>\n<\/ul>\n\n\n\n<div class=\"layout-sixteen wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Meet Agentforce for Service<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Watch Agentforce for Service resolve cases on its own, deliver trusted answers, engage with customers across channels and seamlessly hand off to human service reps..<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/agentforce-for-service-demo\/?d=pb\">Watch demo<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-sixteen.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-sixteen.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration-left\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-left-layout-sixteen.png\" alt=\"\">\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-sixteen.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"1\">Insight #1: AI success in customer service starts with a unified data strategy<\/h2>\n\n\n\n<p>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 \u201cvery successful\u201d AI implementation.<\/p>\n\n\n\n<p>That brings us to our insight: a cohesive data strategy isn\u2019t optional \u2014 it\u2019s the foundation of AI success. That\u2019s why 88% of service leaders are prioritising tech integration to bring data together, eliminate silos, and unlock the full potential of AI.\u00a0<\/p>\n\n\n\n<p>\u26a1<a href=\"https:\/\/www.salesforce.com\/ap\/service\/cloud\/\"><em>Service Cloud<\/em><\/a><em> brings customer data and AI together in one unified platform, helping teams resolve cases more quickly and provide more personalised support.<\/em> (<a href=\"#top\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2\">Insight #2: AI agents redefine customer service<\/h2>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/ai-agents\/\">AI agents<\/a> are revolutionising 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.\u00a0<\/p>\n\n\n\n<p>With AI agents, companies expect to decrease service costs and case resolution times by 20% on average, as well as improve <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/what-is-customer-satisfaction\/\">customer satisfaction<\/a> \u2013 a win-win (win). Service professionals are reaping AI\u2019s 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.<\/p>\n\n\n\n<p><em>\u26a1Tools like <\/em><a href=\"https:\/\/www.salesforce.com\/ap\/service\/cloud\/\"><em>Service Cloud and Agentforce<\/em><\/a><em> help automate tasks, provide insights, and give employees opportunities to build new skills.<\/em> (<a href=\"#top\">Back to top<\/a>)<\/p>\n\n\n\n<div class=\"layout-eleven wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Join the award-winning Serviceblazer Community on Slack<\/h2>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"http:\/\/join.serviceblazer.com\">Claim your invite<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-eleven.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration-left\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-left-layout-eleven.png\" alt=\"\">\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3\">Insight #3: AI transforms conversations<\/h2>\n\n\n\n<p>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 <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-self-service\/what-is-customer-self-service\/\">self-service<\/a> resolution rates and 88% saying it accelerates resolution times, it\u2019s clear this tech is here to stay.\u00a0<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>\u26a1<a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/\"><em>Agentforce\u2019s<\/em><\/a><em> 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.<\/em> (<a href=\"#top\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"4\">Insight #4: Agentic AI makes field service more efficient<\/h2>\n\n\n\n<p>AI is transforming <a href=\"https:\/\/www.salesforce.com\/ap\/service\/field-service-management\/\">field service<\/a> \u2013 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.<\/p>\n\n\n\n<p>AI helps field service teams boost technician utilisation, 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.<\/p>\n\n\n\n<p>\u26a1<a href=\"https:\/\/www.salesforce.com\/ap\/service\/field-service-management\/\"><em>Agentforce for Field Service<\/em><\/a><em> helps streamline tasks like scheduling and dispatch while supporting mobile worker productivity.<\/em> (<a href=\"#top\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-uncover-more-insights-from-the-state-of-service-report\">Uncover more insights from the \u201cState of Service\u201d report<\/h2>\n\n\n\n<p>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 prioritise AI adoption and invest in the right technology and strategy.<\/p>\n\n\n\n<p>To learn more and start planning for your agentic enterprise now, get the free <a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">seventh edition of the Salesforce \u201cState of Service&#8221;<\/a> report. (<a href=\"#top\">Back to top<\/a>)<\/p>\n\n\n\n<div class=\"layout-thirteen wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Dig into our latest customer service research<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">High-performing organisations are using data and AI to deliver faster, more personalised service. Find out how in the 7th State of Service report.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\">Read the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-thirteen.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>New customer service and field service research uncovers four key insights in the era of agentic AI.<\/p>\n","protected":false},"author":463,"featured_media":10320,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"68bf0655de8d9f8c5c9cab4cAP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2,9,23,665],"sf_content_type":[707],"coauthors":[581],"class_list":["post-10321","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service-cloud","sf_topic-service","sf_topic-artificial-intelligence","sf_topic-agentforce","sf_content_type-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Inside the Seventh Edition of the State of Service Report - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Inside the Seventh Edition of the State of Service Report\" \/>\n<meta property=\"og:description\" content=\"New customer service and field service research uncovers four key insights in the era of agentic AI.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-03T09:03:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-03T09:03:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/09\/State-of-Service-1500x844-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"844\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Amber Armstrong\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Amber Armstrong\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/858963f7d5eaf16d994f05d3c936b002\"}],\"headline\":\"Inside the Seventh Edition of the State of Service Report\",\"datePublished\":\"2025-10-03T09:03:16+00:00\",\"dateModified\":\"2025-10-03T09:03:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\"},\"wordCount\":725,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/09\/State-of-Service-1500x844-1.jpg\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/state-of-service\/\",\"name\":\"Inside the Seventh Edition of the State of Service Report - 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