Stat Library

Most Concerning IT Security Threats

1. Cloud security threats
2. Data poisoning
3. Malwares

Service professionals project that AI agents will boost upsell revenue by 15%.

Top service priorities:

1. Improving customer experience
2. Implementing or expanding AI
3. Improving workforce skills

Top AI agent service use cases:

1. Customer FAQ
2. Order inquiries
3. Conversation summaries

81% of service reps with AI say the technology frees them to work on more complex cases.

88% of service leaders with AI say they’re prioritizing tech integration to support these initiatives.

Top service challenges:

1. Keeping up with changing customer expectations
2. High operational costs
3. Difficulty hiring and/or retaining employees
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65% of service leaders expect case volume to increase over the next year.

Service representatives spend only 46% of their time working directly with customers.

79% of service leaders say investment in AI agents is essential to meet business demands.

81% of service representatives say building relationships with customers is an important part of their job.

85% of field service leaders believe their AI investments will increase over the next year.