Stat Library

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:

1. Keeping up with changing customer expectations
2. High operational costs
3. Difficulty hiring and/or retaining employees
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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:

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