79% of service leaders say investment in AI agents is essential to meet business demands.
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85% of field service leaders believe their AI investments will increase over the next year.
82% of service professionals say customer expectations are higher than they used to be.
81% of service representatives say building relationships with customers is an important part of their job.
Service representatives spend only 46% of their time working directly with customers.
65% of service leaders expect case volume to increase over the next year.
70% of service leaders expect their budget to increase over the next year.
Top service challenges:
- Keeping up with changing customer expectations
- High operational costs
- Difficulty hiring and/or retaining employees </ol
12% of service employees left their company over the past year.
51% of service leaders with AI say security concerns have delayed or limited their AI initiatives.
88% of service leaders with AI say they’re prioritizing tech integration to support these initiatives.
81% of service reps with AI say the technology frees them to work on more complex cases.
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