70% of service leaders expect their budget to increase over the next year.
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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.
44% of service leaders with AI say tech silos 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.
By 2027, AI is expected to handle half of all customer service cases — up from just 30% today.
Top AI agent service use cases:
- Customer FAQ
- Order inquiries
- Conversation summaries
Top service priorities:
- Improving customer experience
- Implementing or expanding AI
- Improving workforce skills
Service professionals project that AI agents will boost upsell revenue by 15%.
61% of CFOs say AI agents are changing how they evaluate technology ROI
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