{"id":69921,"date":"2026-09-21T18:48:42","date_gmt":"2026-09-21T08:48:42","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=69921"},"modified":"2026-09-21T18:55:31","modified_gmt":"2026-09-21T08:55:31","slug":"agentic-ai-in-customer-service-2026","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/","title":{"rendered":"Tired of chatbots? Time for agentic AI in customer service"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/what-is-agentic-ai\/\">Agentic AI<\/a> has moved from stakeholder slide decks to <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/service-desk\/\">frontline service desks<\/a>, and it isn\u2019t hard to see why. Unlike <a href=\"https:\/\/www.salesforce.com\/au\/blog\/ai-agent-myths\/\">rule-based chatbots<\/a>, <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/ai-agents\/\">AI agents<\/a> can think independently, interpret intent, personalise customer experiences, take action based on live context, and give customers a much shorter route from getting help to getting the problem sorted.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But what does this mean for the way service teams work? More importantly, how does it impact the customer experience? We surveyed more than 3,000 service professionals in our latest <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a> to find out. In this guide, we\u2019ll explore how agentic service is moving beyond chatbots and how teams like yours are using AI agents today to move from first contact to faster resolution, freeing up reps for high-value work.<\/p>\n\n\n\n<div class=\"layout-six 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\">Discover the latest trends and gain valuable insights from more than 5,500 service professionals.<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Read the Salesforce \u201cState of Service\u201d report for an in-depth look at the findings.<\/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\/au\/service\/resources\/state-of-service-report\/?d=pb\">Get 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<img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"768\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/marquee-sos-1024x1024-1.webp\" class=\"attachment-full size-full\" alt=\"Salesforce Einstein standing behind a State of Service report graphic showing a customer support dashboard.\" data-attachment-id=\"69923\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/marquee-sos-1024x1024-1\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/marquee-sos-1024x1024-1.webp\" data-orig-size=\"768,768\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"marquee-sos-1024&amp;#215;1024-1\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/marquee-sos-1024x1024-1.webp?w=768\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewbox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientunits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li>AI agents move self-service beyond basic chatbots. They can interpret intent, pull context, and respond to customers dynamically based on their requests.<\/li>\n\n\n\n<li>The real customer win is a faster route from first contact to resolution. They get the answer and the action they need in the same interaction.<\/li>\n\n\n\n<li>AI agents give reps time back for the work that needs human judgement. No more losing hours to routine admin; instead, there\u2019s more space for conversations that need a human touch.<\/li>\n\n\n\n<li>Trusted agents help businesses scale service without costs rising in tandem with demand. This means growth no longer has to come at the expense of margins or service quality.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<h2 id=\"h-the-agentic-era-of-customer-service-is-here\" class=\"wp-block-heading\"><strong>The agentic era of customer service is here<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">AI isn\u2019t exactly a newcomer to customer service: <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">85% of service organisations<\/a> already use it in some form for everything from <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/ticketing\/\">automated ticket triage<\/a> to <a href=\"https:\/\/www.salesforce.com\/au\/blog\/3-ways-smart-technology-fuels-human-customer-service\/\">predictive analytics<\/a>. And you\u2019d be hard-pressed to find a rep who isn\u2019t using an LLM to make admin less of a headache.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But the more exciting shift sits within that wider data. Over the last year, the number of service organisations using AI agents has risen <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">from 39% to 66%<\/a>. To put that into perspective, Australian businesses took over two years to <a href=\"https:\/\/www.abs.gov.au\/statistics\/industry\/technology-and-innovation\/characteristics-australian-business\/2019-20\" target=\"_blank\" rel=\" noopener\">increase their cloud use<\/a> by 13% back in 2019-20, and <em>that<\/em> felt like a new era at the time.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aa4b99&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aa4b99\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"797\" height=\"598\" data-attachment-id=\"69925\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot1\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png\" data-orig-size=\"797,598\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot1\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png?w=797\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png?strip=all&#038;quality=95\" alt=\"Bar chart showing service professionals using AI agents rising from 39% in 2025 to 66% in 2026.\" class=\"wp-image-69925\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png 797w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png?w=666&amp;h=500 666w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png?w=768&amp;h=576 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot1.png?w=150&amp;h=113 150w\" sizes=\"auto, (max-width: 797px) 100vw, 797px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">One of the biggest impacts of AI service agents is how they <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/ai-customer-engagement\/\">transform the customer experience<\/a> (CX). Instead of forcing customers through a script, they can adapt to what the customer is actually trying to achieve. For anyone who\u2019s been trapped in a dead-end loop of scripted responses, that might come as a breath of fresh air.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><em>\u201cSorry, I didn\u2019t understand that\u201d<\/em><\/strong><strong>: The chatbot problem<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Chatbots were supposed to offer a faster alternative to phone queues. Instead, they left millions of frustrated consumers spamming \u201cspeak to a human!!!\u201d until a rep finally appeared.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The problem lies in how traditional chatbots work. They stick to predefined rules and use keyword matching to shuttle customers down one of a limited number of pre-built paths. That works just about fine for simple queries with predictable outcomes. However, as soon as the customer goes off script, the experience starts to unravel. The chatbot either:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Fails to understand the customer query<\/strong> because it doesn\u2019t include key terms it recognises. Cue the \u201csorry, I didn\u2019t quite get that\u201d loop of doom.<\/li>\n\n\n\n<li><strong>Latches onto one familiar term<\/strong> while misreading the customer\u2019s intent, leading it to serve up completely irrelevant or misleading advice.<\/li>\n\n\n\n<li><strong>Answers one part of a multi-part question.<\/strong> \u201cMy order is damaged and I need a replacement before Friday\u201d gets you a return policy, but doesn\u2019t address the urgency.<\/li>\n\n\n\n<li><strong>Puts customers in an infinite loop.<\/strong> \u201cTrack my order\u201d goes to the tracking page. The tracking page goes to the chatbot. The chatbot says \u201ctrack your order here\u201d.<\/li>\n\n\n\n<li><strong>Reaches the correct verdict but is unable to take action.<\/strong> The customer gets the message across, but has to speak to a rep anyway to reach a resolution.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The common thread across these problems is that all of them end with a rep, undermining the time the chatbot was supposed to save. To add to the frustration, once the rep did arrive, the customer often had to repeat everything from scratch because the context never carried over.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Those experiences have left customers understandably sceptical of anything with \u201cAI\u201d attached to it. While <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">68% of service professionals<\/a> say their customers trust AI, <strong>just 44% of customers say the same<\/strong>. On top of that, 48% of organisations are now cautious about using AI in customer interactions, and 35% say it\u2019s delayed their AI initiatives.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aa5f1b&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aa5f1b\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1259\" height=\"601\" data-attachment-id=\"69926\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png\" data-orig-size=\"1259,601\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot2\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png?w=1259\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png?strip=all&#038;quality=95\" alt=\"Bar chart on AI trust: 68% say customers trust AI, 48% are cautious, and 35% say customer distrust delays AI.\" class=\"wp-image-69926\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png 1259w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png?w=1047&amp;h=500 1047w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png?w=768&amp;h=367 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot2.png?w=150&amp;h=72 150w\" sizes=\"auto, (max-width: 1259px) 100vw, 1259px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>AI agents flip the (chatbot) script<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">What makes AI agents so powerful is that they aren\u2019t bound to rigid scripts and pre-defined paths. They can interpret messy intent, handle multi-part queries, pull relevant context, take approved actions, and escalate to a rep when needed with the full context attached. To show you how transformative that can be, let\u2019s look at a potential customer complaint:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u201cYou\u2019ve charged me a late fee, I already told you I\u2019ve paid half and that I can\u2019t pay the rest until Friday. The last rep said it was fine, I need you to remove the fee.\u201d<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A chatbot will understand the customer is asking about a late fee. It won\u2019t pick up on the frustrated tone, the part payment, or the previous rep\u2019s promise.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, if you were to put an agentic platform like <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\">Agentforce<\/a> in the same scenario, an AI agent could:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Recognise that the customer is feeling frustrated and adjust its tone accordingly<\/li>\n\n\n\n<li>Confirm the part-payment and verify what the rep originally promised<\/li>\n\n\n\n<li>Remove the fee and move the payment date if authorised to do so<\/li>\n\n\n\n<li>Update the record to reflect the change and send the customer confirmation<\/li>\n\n\n\n<li>Hand over to a rep with a complete summary if the case needs human judgement<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This is what people envisioned when they imagined the chatbot \u2013 a digital rep that understands what customers need and does something about it. The result is that, despite ongoing trust issues, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">73% of healthcare consumers<\/a>, 69% of financial services consumers, and 64% of retail consumers say AI-powered customer service exceeded their expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And that\u2019s just one example of what an AI agent can do inside a single conversation. Zoom out, and the opportunities for <a href=\"https:\/\/www.salesforce.com\/au\/blog\/autonomous-service-agents\/\">end-to-end service automation<\/a> get even more exciting.<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How Does Agentforce Work? AI Service Agent Demo | Dreamforce 2024\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/5GFGTuCONJc?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/www.youtube.com\/watch?v=5GFGTuCONJc\" target=\"_blank\" rel=\" noopener\">How Does Agentforce Work? AI Service Agent Demo | Dreamforce 2024<\/a><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>AI agents are more than a chatbot replacement<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As reps know all too well, there\u2019s more to service than handling customer complaints. An automation that handles one task is nice, but it\u2019s hardly transformative when teams still need to complete the surrounding steps and keep everything held together.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The beauty of AI agents is that they can carry context and work across connected systems and workflows. This means they can not only manage customer queries but coordinate the work around them. Let\u2019s look at how agents can support the entire service journey from end to end.<\/p>\n\n\n\n<div class=\"layout-six 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\">Get started with Service AI in 5 minutes.<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Take our free Trailhead module to learn all about AI for service. In 5 minutes you\u2019ll know how generative AI is changing the future of service and where to start.<\/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:\/\/trailhead.salesforce.com\/content\/learn\/modules\/artificial-intelligence-for-customer-service?_ga=2.86863832.1962595935.1789976877-858338446.1787718801\">Learn more<\/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<img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1365\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/Success-starts-with-Trailhead.webp\" class=\"attachment-full size-full\" alt=\"Trailhead profile card for Jessica with 61,325 points alongside Salesforce Astro in a Trailblazer hoodie.\" data-attachment-id=\"69928\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/success-starts-with-trailhead\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/Success-starts-with-Trailhead.webp\" data-orig-size=\"2048,1365\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"Success-starts-with-Trailhead\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/Success-starts-with-Trailhead.webp?w=2048\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Resolve routine requests from start to finish<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/au\/blog\/self-service-customer-service\/\">Self-service<\/a> used to mean giving customers enough information to sort everything out themselves. Now, AI agents can handle routine requests from first message to resolution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, in <a href=\"https:\/\/www.salesforce.com\/au\/service\/\">Agentforce Service<\/a>, an agent could check an order against your returns policy, confirm the customer is eligible, generate a return, arrange collection, update the record, and send confirmation, all in the same conversation. And if anything falls out of its remit, it\u2019ll bring in a rep instantly with full context so they can pick up where the agent left off.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result? <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">Forty per cent of cases<\/a> handled by AI are now resolved without human intervention. That\u2019s the kind of success rate that beats customer chatbot fatigue.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Reach customers before they run into an issue<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Resolving customer queries is a daily part of service work, but when teams are drowning in admin, direct outreach is usually the first thing to fall by the wayside. AI agents can help here by spotting signs that something isn\u2019t right and <a href=\"https:\/\/www.salesforce.com\/au\/blog\/3-ways-to-transform-service-and-outpace-rising-expectations-with-ai\/\">reaching out to customers proactively<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As an example, an agent within <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/\">Agentforce Service<\/a> can detect automatically that a customer\u2019s order is running late, contact the customer with an explanation, offer approved options like a rescheduled delivery or a refund, and keep service teams in the loop throughout.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aa8c3f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aa8c3f\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" data-attachment-id=\"69930\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot3\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png\" data-orig-size=\"1024,1024\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot3\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png?w=1024\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png?strip=all&#038;quality=95\" alt=\"Northern Trail Outfitters chat notifications confirming order #1380 is on its way and delivered to Lauren.\" class=\"wp-image-69930\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png 1024w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png?w=500&amp;h=500 500w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png?w=768&amp;h=768 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot3.png?w=150&amp;h=150 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: <a href=\"https:\/\/www.salesforce.com\/au\/service\/digital-customer-engagement-platform\" target=\"_blank\" rel=\" noopener\">Salesforce<\/a><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Connect every service interaction<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">AI agents don\u2019t start every interaction from a blank slate. When businesses connect them to <a href=\"https:\/\/www.salesforce.com\/au\/blog\/how-data-management-transforms-customer-service-into-a-revenue-driver\/\">trusted, unified customer data<\/a>, they can pull in case history, purchases, payments, and previous conversations to understand what\u2019s already happened and work out the next step.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Context flows back the other way, too. As the agent completes tasks, it will update records, add summaries, and note any action it has carried out. This means any rep or agent that needs to follow up at a later date already has all of the data they need to understand what happened and decide what needs to happen next.<\/p>\n\n\n\n<div class=\"layout-one 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\">Elevate Your Service Strategy with Unified, Actionable Data<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Transform every customer interaction into a revenue opportunity with activated data.<\/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\/au\/data\/resources\/activation-guide-service\/?d=pb\">Get the guide<\/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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Handovers that don\u2019t start from scratch<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Another advantage of AI agents is that they make the handover to a human rep completely seamless. When a case needs a human\u2019s touch, or just when the customer asks to speak to a person, the agent recognises that point and steps aside. No more dead-end loops.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But the best bit is that <a href=\"https:\/\/www.salesforce.com\/au\/service\/contact-center\/experience\/\">the agent carries context forward<\/a>. Once a rep needs to step in, it will route the case with a streamlined summary of the request, the customer\u2019s history and sentiment, and any actions already completed. The rep can then lead onward rather than asking the customer to start again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Support reps in real time<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">An AI agent\u2019s support doesn\u2019t have to end once they hand over a conversation. Once a rep takes over, Agentforce Service can act as a <a href=\"https:\/\/www.salesforce.com\/au\/service\/contact-center\/\">contact centre copilot<\/a>, surfacing customer context and recommending actions as the case develops.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The rep can then use, adapt, or ignore those suggestions and apply the empathy and judgement only they can, all without ever leaving the conversation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Wrap up without admin<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">One of the biggest admin headaches for reps is the work that happens after a call. Even after a successful resolution, they still need to write case notes, record what happened, and prepare future follow-up, which isn\u2019t easy when there are already five new tickets to address.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AI agents can make this admin easier to stomach by generating post-conversation summaries, capturing issues and outcomes, and drafting the case wrap-up for reps to review and save. With <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/\">Agentforce Service<\/a>, all of this information appears directly in the rep\u2019s flow of work, so they can review, edit, and save without context switching across tools.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aa9ebb&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aa9ebb\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1677\" height=\"568\" data-attachment-id=\"69933\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot4\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png\" data-orig-size=\"1677,568\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot4\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?w=1677\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?strip=all&#038;quality=95\" alt=\"Stats: 88% say AI reduces switching between tools; 89% say expanding AI agents would benefit their company.\" class=\"wp-image-69933\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png 1677w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?w=1476&amp;h=500 1476w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?w=768&amp;h=260 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?w=1536&amp;h=520 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot4.png?w=150&amp;h=51 150w\" sizes=\"auto, (max-width: 1677px) 100vw, 1677px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Turn conversations into real-time rep coaching<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Managers can only review so many calls. But now, they no longer have to choose between personalised coaching and wider workforce management. AI agents can analyse rep interactions, compare them against quality standards, and feed back to reps to help them improve before the next conversation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tracking individual and team performance now ranks in the top three AI use cases for service leaders. However, while AI can scale up coaching, it\u2019s still important to choose a platform that makes those insights feel like they were produced by a human rather than an automated scorecard.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/au\/service\/contact-center\/\">Agentforce Contact Centre<\/a> turns feedback into targeted, <a href=\"https:\/\/www.salesforce.com\/au\/service\/contact-center\/coaching\/\">personalised coaching<\/a> that explains what went well and where the rep can improve. This frees up leaders to work on individual mentoring without leaving broader coaching feeling like an impersonal afterthought.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aaabc8&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aaabc8\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"920\" height=\"567\" data-attachment-id=\"69936\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot5-2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png\" data-orig-size=\"920,567\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot5\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png?w=920\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png?strip=all&#038;quality=95\" alt=\"Bar chart showing service leaders using AI to analyse trends (50%), track performance, predict demand, and more.\" class=\"wp-image-69936\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png 920w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png?w=811&amp;h=500 811w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png?w=768&amp;h=473 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot5-edited.png?w=150&amp;h=92 150w\" sizes=\"auto, (max-width: 920px) 100vw, 920px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Spot problems before they spread<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">One of the wider benefits of AI agents is that they also power analytics. The same interactions that improve coaching can feed straight into insights that surface recurring complaints, <a href=\"https:\/\/www.salesforce.com\/au\/service\/customer-service-operations\/\">changes in customer sentiment<\/a>, and sudden demand shifts.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From there, leaders can use a platform like <a href=\"https:\/\/www.tableau.com\/products\/artificial-intelligence\">Agentforce Tableau<\/a> to investigate the root cause, monitor whether the problem is escalating, and take action before it reaches more customers.<\/p>\n\n\n\n<div class=\"layout-one 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\">Do more with your data with scalable insights from Tableau<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">As the world\u2019s leading AI-powered analytics platform, Tableau makes it easy to see, understand and act on data wherever you work.<\/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\/au\/analytics\/tableau\/\">Learn more<\/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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Expand service well beyond a chat window<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">AI isn\u2019t confined to a box in the corner of your website. As the data from our latest State of Service Report shows, service teams are already finding success deploying agents <a href=\"https:\/\/www.salesforce.com\/au\/blog\/digital-customer-service-channels\/\">across email, messaging apps, phone, SMS, customer portals, and even online communities<\/a>.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aaba98&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aaba98\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"699\" height=\"440\" data-attachment-id=\"69939\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot6-2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot6-edited.png\" data-orig-size=\"699,440\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot6\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot6-edited.png?w=699\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot6-edited.png?strip=all&#038;quality=95\" alt=\"Stacked bar chart showing AI agent deployment across channels, led by live support at 74% full production.\" class=\"wp-image-69939\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot6-edited.png 699w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot6-edited.png?w=150&amp;h=94 150w\" sizes=\"auto, (max-width: 699px) 100vw, 699px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/customer-stories\/engine\/agentic-service\">Take Engine as an example<\/a>. The brand\u2019s virtual assistant, Eva, now handles hotel, flight, and car-rental requests across chat and voice using connected customer and booking data, past interactions, and knowledge data.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result is that Eva now resolves 50% of Engine\u2019s booking enquiries, while Engine has cut handle times by 15% and increased customer satisfaction (CSAT) by 16%.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aac68a&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aac68a\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1795\" height=\"349\" data-attachment-id=\"69940\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot7\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png\" data-orig-size=\"1795,349\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot7\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png?w=1795\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png?strip=all&#038;quality=95\" alt=\"Stats: 50% chat inquiries resolved by Agentforce, 15% handle time decrease, and 16% CSAT increase.\" class=\"wp-image-69940\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png 1795w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png?w=768&amp;h=149 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png?w=1536&amp;h=299 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot7.png?w=150&amp;h=29 150w\" sizes=\"auto, (max-width: 1795px) 100vw, 1795px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: <a href=\"https:\/\/www.salesforce.com\/customer-stories\/engine\/agentic-service\" target=\"_blank\" rel=\" noopener\">Salesforce<\/a><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The point is that you shouldn\u2019t limit yourself to a live website chat feature. You have the opportunity to build a connected layer of support that spans your entire service ecosystem.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The wider impact: people, performance, and profit<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019ve seen what AI agents can do, but the more exciting thing is what they can achieve once everything falls into place. Customers get better service, reps get more room for the work that matters, leaders get a clearer view of the entire operation, and businesses get more room to grow.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>For customers:<\/strong> The immediate impact is less effort. Customers get faster answers, resolve more issues in a single interaction, and can reach a human without starting from scratch. <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">You can see the impact: Customer satisfaction now ranks as the most improved KPI<\/a> following AI-agent deployment. Chatbot fatigue hasn\u2019t disappeared, but AI agents give self-service a chance to earn back their trust.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>For reps:<\/strong> Taking admin off reps\u2019 plates gives them more time for conversations that need a human touch. On the flip side, the move to AI also asks reps to <a href=\"https:\/\/www.salesforce.com\/au\/blog\/ai-workforce-management\/\">learn new skills<\/a>. <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">As such, 97% of customer service reps are now<\/a> investing time in learning new skills, whether that be through training, online courses, or in-person events. The good news is that, with AI agents working alongside them, they finally have the room to build those skills without squeezing development into an already overloaded day.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6ab6305aade52&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6ab6305aade52\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1530\" height=\"634\" data-attachment-id=\"69941\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic-ai-in-customer-service-2026\/chatbot8\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png\" data-orig-size=\"1530,634\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"chatbot8\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png?w=1530\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png?strip=all&#038;quality=95\" alt=\"Quote card featuring Magon Mair of Wilco Source on attending in-person events and learning AI tools and data.\" class=\"wp-image-69941\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png 1530w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png?w=1207&amp;h=500 1207w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png?w=768&amp;h=318 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/09\/chatbot8.png?w=150&amp;h=62 150w\" sizes=\"auto, (max-width: 1530px) 100vw, 1530px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Source: Salesforce, <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">State of Service: AI Agents Edition<\/a><\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>For leaders:<\/strong> AI agents give service leaders a broader view of what\u2019s happening across the operation, which lets them understand performance, anticipate demand, and decide where teams need support. <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/\">Half of service leaders<\/a> already use AI to analyse trends and track rep performance, while 47% use it to predict demand.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The advantages extend to the wider business, too. Better customer experiences strengthen retention. More productive reps increase your service capacity, and stronger visibility helps leaders direct resources more effectively. From there, the ROI of AI in customer service becomes clear: <a href=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/service\/resources\/state-of-service-ai-agents\/?d=pb\" target=\"_blank\" rel=\" noopener\">70% of organisations report measurable returns within 60 days<\/a> of deploying AI agents.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Make AI agents your next service advantage<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">AI agents are transformative for service businesses, but service organisations still need to have a plan to implement them safely and securely. Teams need to choose the right use cases, connect the agents to a <a href=\"https:\/\/www.salesforce.com\/au\/blog\/data-foundation\/\">foundation of trusted data<\/a>, set clear guardrails and human handoffs, and see how they perform in real scenarios before they scale out.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We won\u2019t dive into detail on laying the groundwork for agentic AI in customer service during this guide, but if you\u2019re ready to go deeper and start building your agentic enterprise, we have multiple resources that can help:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/playbook\/agentic-ai\/\"><strong>Become an Agentic Enterprise: A Step-by-Step Guide<\/strong><\/a> for a practical roadmap covering strategy, data, governance, testing and continuous improvement.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/effective-ai-agent-checklist\/\"><strong>Seven Requirements for Effective Agents<\/strong><\/a> is a checklist of the foundations every reliable AI agent needs.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/data\/fast-start-playbook\/\"><strong>The Data 360 Fast-Start Playbook<\/strong><\/a> for building a data foundation around your first use cases.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/scaling-responsible-ai\/\"><strong>Scaling AI You Can Trust<\/strong><\/a> for guidance on guardrails, governance and human oversight.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">From there, the big win is to choose an agentic enterprise platform that\u2019s built for trusted service at scale. <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\">Agentforce Service<\/a> brings AI agents, customer data, and human reps together on one platform, helping your team work smarter, improve productivity, and gain back time for the work that actually matters. <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/how-it-works\/video\/\">Watch the demo today<\/a> to see it in action.<\/p>\n\n\n\n<h2 id=\"h-faqs\" class=\"wp-block-heading\"><strong>FAQs<\/strong><\/h2>\n\n\n<div class=\"accordion-v2 \">\n\t\n\n<button class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>What is an AI service agent?<\/strong><\/button>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p class=\"wp-block-paragraph\">An AI service agent is software that can understand a customer\u2019s request, decide what needs to happen, and take action using connected business data and systems. It might check an order, update a booking, process a return, or bring in a human rep when the issue needs more care. This makes it a more capable form of <strong>contact centre automation<\/strong>, able to complete an entire <strong>service workflow<\/strong> rather than simply direct customers towards information.<\/p>\n\n<\/div>\n\n\n\n<button class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>How do AI service agents improve customer service performance?<\/strong><\/button>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p class=\"wp-block-paragraph\">AI agents can handle routine requests immediately and give reps more context when cases become complex. This can improve <strong>first contact resolution (FCR)<\/strong> and the overall <strong>case resolution rate<\/strong>, while shorter queues and less repetitive work help reduce <strong>operational costs<\/strong>. Customers get answers sooner, and reps have more time for the conversations where their judgement makes a difference.<\/p>\n\n<\/div>\n\n\n\n<button class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>Do AI service agents replace customer service reps?<\/strong><\/button>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p class=\"wp-block-paragraph\">Not at all. In fact, AI agents are most effective when they work alongside service reps. They can take care of repetitive tasks, gather information, and pass complex cases to a human with the conversation history intact. <strong>Workforce upskilling<\/strong> helps reps make the most of that partnership, whether they\u2019re managing exceptions, reviewing agent decisions, or handling higher-value interactions. With <strong>multi-channel support<\/strong>, the same combination of AI speed and human expertise can extend across chat, messaging, voice, and other service channels.<\/p>\n\n<\/div>\n\n\n\n<button class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>What foundations do AI service agents need?<\/strong><\/button>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p class=\"wp-block-paragraph\"><strong>Front-office and back-office integration<\/strong> gives AI agents access to the systems and context they need to complete work instead of stopping at an answer. <strong>Data privacy and governance<\/strong> set the rules around what data agents can access, which actions they can take, when a human must step in, and how decisions are monitored. Together, they help agents act usefully without operating beyond their remit.<\/p>\n\n<\/div>\n\n<\/div> <!-- \/.accordion-v2 -->\n","protected":false},"excerpt":{"rendered":"<p>Agentic AI in customer service can do more than answer questions. See how it resolves requests, takes action, and brings in reps at the right moment.<\/p>\n","protected":false},"author":32,"featured_media":69943,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"6ab0ef10e2c194f243f97da2","post_meta_title":"","ai_synopsis":"","_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2858,2531,2519,2485],"sf_content_type":[3154],"coauthors":[2454],"class_list":["post-69921","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-artificial-intelligence","sf_topic-customer-satisfaction","sf_topic-customer-service","sf_topic-data-culture","sf_content_type-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tired of Chatbots? 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