Stat Library

Organizations that deploy AI agents resolve customer, employee, or partner issues 31% faster.

54% of field service organizations use AI for customer communication, and 51% use it to assist workers in the field.

61% of field service organizations say mobile workers have limited access to relevant customer information while onsite.

49% of field service organizations lack a clear process for converting service visits into sales leads.

Improving customer satisfaction and retention is field service leaders’ top business goal for the year ahead (35%).

66% of customer service professionals say their organization uses AI agents — up from 39% in 2025.

85% of customer service professionals say their organizations use at least one form of AI.

77% of customer service teams with AI agents deploy them in both customer-facing and internal operations.

70% of customer service organizations with AI agents say they observe measurable value within 60 days.

Customer satisfaction is the #1 improved KPI after customer service organizations deploy AI agents.

89% of customer service professionals with AI agents say their organization would benefit from expanding AI agent use.

97% of customer service leaders with AI say it’s impacting their approach to workforce planning.