{"id":12491,"date":"2025-11-13T06:00:00","date_gmt":"2025-11-13T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12491"},"modified":"2025-11-18T05:55:36","modified_gmt":"2025-11-18T00:25:36","slug":"state-of-service-report-announcement-2025","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/state-of-service-report-announcement-2025\/","title":{"rendered":"AI Expected to Resolve Half of Service Cases by 2027, Data Shows"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>By 2027, AI is expected to handle half of all customer service cases \u2014 up from just 30% today.&nbsp;<\/em><\/li>\n\n\n\n<li><em>That sharp climb reflects a broader shift underway: AI has leapt from the margins to the mainstream, becoming the #2 priority for service leaders, second only to improving the customer experience.&nbsp;<\/em><\/li>\n\n\n\n<li><em>New research from Salesforce\u2019s <\/em><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>7th State of Service report<\/em><\/a><em> also reveals how AI is transforming front-line responsibilities and career opportunities as businesses evolve into agentic enterprises.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>According to a new global survey of 6,500 service professionals, <a href=\"https:\/\/www.salesforce.com\/in\/artificial-intelligence\/what-is-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> is no longer just automating decision trees \u2014 it\u2019s reshaping how service teams spend their time, grow their careers, and meet customer expectations. So what does this shift look like in practice? Here are three key trends, according to Salesforce\u2019s newest <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>State of Service<\/em><\/a> report.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-leaps-in-priority-as-service-teams-eye-gains-in-speed-cost-and-customer-satisfaction\"><strong>AI leaps in priority as service teams eye gains in speed, cost, and customer satisfaction<\/strong><\/h2>\n\n\n\n<p>AI has vaulted up the priority list for service leaders \u2014 from #10 to #2 in just a year. What hasn\u2019t<em> <\/em>changed is service leaders\u2019 top focus: improving the customer experience.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"12490-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1024\" alt=\"\" class=\"wp-image-12490\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png 1920w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"12490-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1024\" alt=\"\" class=\"wp-image-12490\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png 1920w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/State-of-Service-7E-Canva-Embeds.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>\u201cElevating the customer experience remains the North Star for service teams, but how we deliver on it is evolving,\u201d said Kishan Chetan, EVP and General Manager of Salesforce Service Cloud. \u201c<a href=\"https:\/\/www.salesforce.com\/in\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a> go beyond predictions and automation; they can understand context, take action, make decisions, and adapt in real time. That shift gives human reps more space to focus on what they do best: solving high-stakes, complex problems and building trust with customers.\u201d<\/p>\n\n\n\n<p>This shift is already underway: Service teams estimate 30% of cases are currently handled by AI. By 2027, as AI agents \u2014 or <a href=\"https:\/\/www.salesforce.com\/in\/agentforce\/digital-labor\/\" target=\"_blank\" rel=\"noreferrer noopener\">digital labor<\/a> \u2013 gain momentum, they project that figure will reach 50%. This transition reflects the emergence of the <a href=\"https:\/\/www.salesforce.com\/in\/agentforce\/agentic-enterprise\/#:~:text=What%20is%20an%20agentic%20enterprise?%20An%20agentic,act%20on%20their%20own%20to%20complete%20tasks.\" target=\"_blank\" rel=\"noreferrer noopener\">agentic enterprise<\/a>, where AI agents work alongside human teams as collaborative partners, reasoning and acting independently to handle routine tasks while employees focus on more complex, higher-value work.<\/p>\n\n\n\n<p>Beyond resolving more cases, teams are betting on AI agents to amplify their impact, from cutting service costs to improving <a href=\"https:\/\/www.salesforce.com\/in\/service\/customer-service-incident-management\/what-is-customer-satisfaction\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer satisfaction<\/a>. Service professionals project that <a href=\"https:\/\/www.salesforce.com\/in\/agentforce\/what-is-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> will boost upsell revenue by 15%. Expectations are even higher in life sciences and biotech, where service pros project a 20% upsell lift.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ExpectedImpactofAIAgents\/Embed1?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-reps-with-ai-report-less-rote-work-more-growth-opportunities-and-a-brighter-career-outlook\"><strong>Reps with AI report less rote work, more growth opportunities, and a brighter career outlook<\/strong><\/h2>\n\n\n\n<p>Aside from organization-level gains, AI is reshaping individual service reps&#8217; experiences at work. Reps using AI spend 20% less time on routine cases \u2014 freeing up an estimated four hours per week for more complex work. That means less time handling password resets and status updates and more time making nuanced judgment calls and managing tricky exceptions. Reps with agentic AI spend even more time on high-complexity cases, dedicating a quarter of their week to the thorniest issues. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Service reps with agentic AI spend a quarter of their week on highly complex issues<\/strong><\/p>\n<\/blockquote>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ShareofCaseloadbyCategory\/Embed2?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>With AI agents taking on more cases, service reps have more time for other priorities \u2014 and every minute counts. As George Pokorny, SVP of Global Customer Success at OpenTable put it, \u201cSaving just two minutes on a 10-minute call lets our service reps focus on strengthening customer relationships.\u201d&nbsp;<\/p>\n\n\n\n<p>That extra time adds up. Compared with nonusers, agentic AI-enabled service reps are significantly more likely to mentor colleagues, lead cross-functional projects, and improve processes. They\u2019re also more likely to work with high-value customers and take on leadership roles, showing how AI can open doors for more impactful, career-building work.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ServiceProsWithExtensiveOpportunitiesForTheFollowing\/Embed3?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>In fact, 71% of service reps with AI say it\u2019s creating growth opportunities. Specifically, 86% of service reps have developed new skills, and 81% say their role has gotten more specialized as a result of working with AI tools. Most importantly, service reps with AI feel good about where they\u2019re headed, with agentic AI users being the most optimistic about their career prospects. This may reflect a selection bias among future-focused early adopters, but it aligns with their reported skill-building, specialization, and leadership opportunities.<\/p>\n\n\n\n<p>\u201cWe\u2019re seeing that AI isn\u2019t just changing how service reps work; it\u2019s expanding what they\u2019re capable of,\u201d said Chetan. \u201cReps using AI \u2014 especially AI agents \u2014 report building new skills and feeling more confident about their careers. That\u2019s a powerful signal that AI, when applied thoughtfully, can unlock upward mobility.\u201d&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/Embed4\/Embed4?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13355\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/in\/news\/press-releases\/2026\/04\/09\/nmims-salesforce-agentforce-ai-admissions-transformation\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=1024\" class=\"content-card__image\" alt=\"Agents\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png 1200w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/08\/Pay-As-You-Go-Pricing-Makes-it-Easier-than-Ever-to-Get-Started-with-Agentforce.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/in\/news\/press-releases\/2026\/04\/09\/nmims-salesforce-agentforce-ai-admissions-transformation\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tNMIMS Collaborates with Salesforce to Transform Student Admissions and Engagement\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13352\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/in\/news\/stories\/asymbl-engine-slackbot-use-cases\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=1024\" class=\"content-card__image\" alt=\"How Engine and Asymbl Use Slackbot\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png 1200w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/in\/news\/stories\/asymbl-engine-slackbot-use-cases\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tHow Engine and Asymbl Are Putting Slackbot to Work\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/in\/news\/wp-json\/wp\/v2\/posts\/12491\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-as-organizations-roll-out-ai-security-and-accuracy-remain-top-of-mind\"><strong>As organizations roll out AI, security and accuracy remain top of mind<\/strong><\/h2>\n\n\n\n<p>While service reps agree that AI is a lever for growth and opportunity, AI implementation does come with challenges. Still, 9 in 10 service leaders say the obstacles they\u2019ve faced were expected \u2014 and in many cases, less challenging than anticipated. Security remains the top concern, with 51% of service leaders saying security concerns have delayed or limited their AI initiatives.<\/p>\n\n\n\n<p>Even there, sentiment is shifting. Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/news\/stories\/it-security-stats-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">latest State of IT: Security report<\/a> found that all surveyed security leaders expressed optimism about AI agents, with each identifying at least one area where these tools could strengthen their security posture. Many pointed to improvements in threat detection, anomaly monitoring, and breach prevention. When implemented with care, agentic AI can be viewed not just as a risk to mitigate but as a tool to improve resilience.<\/p>\n\n\n\n<p>\u201cAI is creating new opportunities for customers, service teams, and businesses,\u201d said Chetan. \u201cBut we also need to be clear-eyed: AI implementations must be grounded in security, trust, and thoughtful change management so benefits aren\u2019t just measured in efficiency gains but in how they support the workforce as well.\u201d&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the full <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service report<\/a><\/li>\n\n\n\n<li>Learn how new <a href=\"https:\/\/www.salesforce.com\/blog\/agentforce-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce Service updates<\/a> help teams slash support costs and build customer loyalty<\/li>\n\n\n\n<li>Hear how service leaders from 1-800 Accountant and Salesforce are preparing their organizations for the future in this <a href=\"https:\/\/www.salesforce.com\/events\/webinars\/inside-state-of-service-25\/\" target=\"_blank\" rel=\"noreferrer noopener\">webinar<\/a><\/li>\n\n\n\n<li>Discover how <a href=\"https:\/\/www.salesforce.com\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> helps service teams across every industry<\/li>\n\n\n\n<li>Join the <a href=\"https:\/\/serviceblazer.slack.com\/join\/shared_invite\/zt-38ewgkkht-prsLTdF0l1wq7DI7t2YGLg#\/shared-invite\/email\" target=\"_blank\" rel=\"noreferrer noopener\">Serviceblazer Community<\/a><\/li>\n\n\n\n<li>Find more insights on the <a href=\"https:\/\/www.salesforce.com\/news\/stat-library\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Stat Library<\/a><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\"><strong>Methodology:<\/strong><\/h4>\n\n\n\n<p>Data is sourced from a double-anonymous survey of 6,500 service professionals and decision makers conducted from April 25 through June 6, 2025. Respondents represented Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Czech Republic, Denmark, Finland, France, Germany, Greece, India, Indonesia, Ireland, Israel, Italy, Japan, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, and the United States.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways According to a new global survey of 6,500 service professionals, AI is no longer just automating decision trees \u2014 it\u2019s reshaping how service teams spend their time, grow their careers, and meet customer expectations. So what does this shift look like in practice? Here are three key trends, according to Salesforce\u2019s newest State [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":12489,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":true,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[],"sf_topic":[2836,2802,2820,1124],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1189],"sf_collection":[2842],"sf_visibility":[1522],"coauthors":[],"class_list":["post-12491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-customer-service-and-support","sf_location-apac","sf_collection-fy26-q4"],"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>Salesforce 2025 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\/in\/news\/stories\/state-of-service-report-announcement-2025\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI Expected to Resolve Half of Service Cases by 2027, Data Shows\" \/>\n<meta property=\"og:description\" content=\"Key Takeaways According to a new global survey of 6,500 service professionals, AI is no longer just automating decision trees \u2014 it\u2019s reshaping how service teams spend their time, grow their careers, and meet customer expectations. 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