Customer service success isn’t measured by ticket deflection or handle time — it’s measured by trust.
Agentic AI is changing how we work – the transition is easiest when your customer service roles are clearly defined.
As AI changes how customer service gets done, it’s up to leaders to guide their teams with empathy, clarity, and a clear path forward.
![[Illustration] A customer service rep works with an AI agent in a contact center](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2025/07/Reshaping-customer-service-roles-with-AI_Article-2_1500x844.jpg?w=889)
AI is redefining how customer service gets done and opening new doors.
![[Illustration] An AI agent high-fives a female customer service rep.](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2025/07/Give-Humans-AI-That-is-Humane_-1500x844-1.jpg?w=889)
How can service leaders adopt AI without losing the human touch? Start with empathy, trust, and a people-first approach.
With AI, you can enhance every aspect of customer experience, resulting in higher satisfaction and stronger loyalty.
Curious about what’s on the horizon for the future of field service? Keep an eye on AI.
![[Illustration] A service rep delivers proactive customer service](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2024/11/proactive-customer-service-1500x844_60k.jpg?w=889)
Discover how to develop a proactive customer service strategy and win a competitive advantage.
Customer service agents are the frontline employees shaping customer perceptions of your brand – and an afterthought for many executives. Why don’t organizations understand their value?
