{"id":76671,"date":"2024-04-23T05:00:00","date_gmt":"2024-04-23T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=76671"},"modified":"2024-09-16T14:31:44","modified_gmt":"2024-09-16T21:31:44","slug":"customer-service-statistics-2024","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/customer-service-statistics-2024\/","title":{"rendered":"Salesforce Report: Teams Tap AI and Data to Drive Revenue as Service Expectations Rise"},"content":{"rendered":"\n<p>Both service and field service organizations are increasing their investment in AI to meet rising customer expectations and unlock revenue-generating opportunities, according to new research from <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce\u2019s sixth <em>State of Service<\/em> report<\/a>.<\/p>\n\n\n\n<p>Gathering insights from over 5,500 service professionals in 30 countries, the <em>State of Service<\/em> report highlights the priorities, challenges, and strategies shaping customer service in the AI era.<\/p>\n\n\n\n<p>\u201cService and field service teams are getting more proactive and productive with the power of data and AI,\u201d said Kishan Chetan, EVP and General Manager of <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>. \u201cThey\u2019re deflecting more issues with smarter self-service. And they\u2019re devoting more time and energy to generating revenue \u2014 pointing to a fundamental shift in their role within the business.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>They\u2019re deflecting more issues with smarter self-service. And they\u2019re devoting more time and energy to generating revenue \u2014 pointing to a fundamental shift in their role within the business.<\/p>\n<cite>Kishan Chetan, EVP and General Manager of Service Cloud<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-service-organizations-double-down-on-revenue-generation\">Service organizations double down on revenue generation<\/h2>\n\n\n\n<p>The trend of <a href=\"https:\/\/www.salesforce.com\/blog\/future-of-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">viewing service as a revenue driver<\/a> instead of a cost center is accelerating.&nbsp; Eighty-five percent of service decision makers now say their teams are expected to contribute a larger slice of revenue over the coming year through upselling, cross-selling, and customer retention. This parallels a jump in the number of organizations tracking service-driven revenue \u2014 from 51% in 2018 to 91% in 2024.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"1-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/I7ne1kmW5EkO87WTvXW1wh0Z-sstT5FQXsFnUo4ZiyB-qFo0LUg4G3j0xpWirKBrB6PKEYEejapnzLyKWiIHZdFdRRLP-JX3Duca-UKRrHzeV2lDceNL_wosLkE76ZYgkml_perOmFc_CNs1xQoMCgw\" alt=\"\"\/><\/a><\/figure>\n<div id=\"1-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/I7ne1kmW5EkO87WTvXW1wh0Z-sstT5FQXsFnUo4ZiyB-qFo0LUg4G3j0xpWirKBrB6PKEYEejapnzLyKWiIHZdFdRRLP-JX3Duca-UKRrHzeV2lDceNL_wosLkE76ZYgkml_perOmFc_CNs1xQoMCgw\" alt=\"\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>The strategic emphasis on revenue generation is fueling bigger budgets and larger teams. Overall, service decision makers expect budgets to grow by an average of 23% over the next year. Meanwhile, over three-quarters (76%) anticipate expanding their headcount.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ChangesServiceOrganizationsAnticipateOvertheNextYear\/EMBED1?:language=en-US&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-agents-and-mobile-workers-face-mounting-pressure\">Agents and mobile workers face mounting pressure<\/h2>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-expectations\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">88% of customers saying<\/a> good service makes them more likely to purchase from the same company again, it\u2019s clear that customer experience is key to driving revenue. However, delivering on expectations isn&#8217;t as simple as in years past:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>86% of agents and 74% of mobile workers say customer expectations are getting higher.<\/li>\n\n\n\n<li>81% of agents and 76% of mobile workers say customers expect more of a personal touch.<\/li>\n<\/ul>\n\n\n\n<p>This may be why service decision makers cite keeping up with changing customer expectations as their organizations\u2019 top challenge.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/CustomerExperiencesTopsPrioritiesandChallenges\/EMBED2?:language=en-US&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>One expectation is especially tricky. Over half of customers (53%) \u2014 and nearly three-quarters of business buyers (73%) \u2014 want companies to <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">predict their needs<\/a> before they arise. However, there&#8217;s a disconnect between what businesses think they&#8217;re doing and what customers actually experience. While 61% of service teams believe they are proactive in addressing issues, only a third of customers (33%) agree that companies generally anticipate and act on their needs ahead of time.<\/p>\n\n\n\n<p>On top of increasingly sophisticated demands from customers, 76% of service organizations anticipate higher case volumes in the year ahead. The risk of burnout or failure in this scenario is a major factor for agents, who are already stretched thin.&nbsp;<\/p>\n\n\n\n<div class=\"featured-stats-block wp-block-newsroom-featured-stats\">\n\t\t\t<h2 class=\"featured-stats-block__title\">Featured Stats<\/h2>\n\t\n\t<div id=\"infinite_loading\" class=\"featured-stats-block__wrapper\">\n\t\t\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=1024\" class=\"content-card__image\" alt=\"\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png 1280w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-1.png?w=1218&amp;h=685 1218w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t79% of agents, and 73% of mobile workers, say they support more products\/services now than they did a year ago.\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" d=\"M 27.447 10 L 16.587 10 C 15.727 10 15.027 10.73 15.027 11.62 L 15.027 12.63 C 15.027 12.95 15.307 13.23 15.617 13.23 L 22.787 13.23 C 24.497 13.23 25.887 14.68 25.887 16.46 L 25.887 23.92 C 25.887 24.24 26.167 24.52 26.477 24.52 L 27.447 24.52 C 28.297 24.52 28.997 23.8 28.997 22.91 L 28.997 11.62 C 28.997 10.73 28.297 10 27.447 10 Z M 22.787 14.85 L 11.927 14.85 C 11.077 14.85 10.377 15.57 10.377 16.46 L 10.377 27.75 C 10.377 28.64 11.077 29.37 11.927 29.37 L 22.787 29.37 C 23.637 29.37 24.337 28.64 24.337 27.75 L 24.337 16.46 C 24.337 15.57 23.637 14.85 22.787 14.85 Z M 21.237 25.74 C 21.237 25.98 21.077 26.14 20.847 26.14 L 13.867 26.14 C 13.637 26.14 13.477 25.98 13.477 25.74 L 13.477 24.93 C 13.477 24.69 13.637 24.52 13.867 24.52 L 20.847 24.52 C 21.077 24.52 21.237 24.69 21.237 24.93 L 21.237 25.74 Z M 21.237 22.51 C 21.237 22.75 21.077 22.91 20.847 22.91 L 13.867 22.91 C 13.637 22.91 13.477 22.75 13.477 22.51 L 13.477 21.7 C 13.477 21.46 13.637 21.3 13.867 21.3 L 20.847 21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/customer-service-statistics-2024\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=1024\" class=\"content-card__image\" alt=\"\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png 1280w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-3.png?w=1218&amp;h=685 1218w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t77% of agents, and 74% of mobile workers say their workload has increased over the past year.\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" 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21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/customer-service-statistics-2024\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"0\"\n\t\tclass=\"content-card content-card--boxed content-card--stat\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=1024\" class=\"content-card__image\" alt=\"\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png 1280w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/04\/Salesforce-Blue-4-2.png?w=1218&amp;h=685 1218w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-default\">\n\t\t\n\t\t\t\t\t<div class=\"content-card__head-meta\">\n\t\t\t\t\t\t\t\t\t<div itemprop=\"category\" class=\"content-card__taxonomy content-card__taxonomy--artificial-intelligence sf-tag sf-tag--artificial-intelligence\">\n\t\t\t\t\t\tArtificial Intelligence\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"description\" class=\"content-card__description\">\n\t\t\t\t65% of agents, and 66% of mobile workers, say their cases are more complex than a year ago.\t\t\t<\/div>\n\n\t\t\t<div class=\"content-card__show\">\n\t\t\t\t<button type=\"button\" class=\"content-card__show-hide\" data-show-text=\"Show more\" data-hide-text=\"Show less\">\n\t\t\t\t\tShow more &hellip;\n\t\t\t\t<\/button>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"content-card__footer\">\n\t\t\t\t\t\n<div class=\"content-card__actions content-card__actions--2\">\n\t<div class=\"content-card__footer-meta\">\n\t\t<div class=\"content-card__footer-date-source\">\n\t\t\t<div class=\"content-card__footer-source\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"content-card__footer-icons\">\n\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"#\"\n\t\t\t\t\tclass=\"copy-js content-card__action\"\n\t\t\t\t\t\t\taria-label=\"Copy stat to your clipboard\" data-clipboard-text=\"\" \t\t\t\t\t>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.687\" stroke=\"#032D60\" stroke-width=\".625\" \/><path fill=\"#032D60\" d=\"M 27.447 10 L 16.587 10 C 15.727 10 15.027 10.73 15.027 11.62 L 15.027 12.63 C 15.027 12.95 15.307 13.23 15.617 13.23 L 22.787 13.23 C 24.497 13.23 25.887 14.68 25.887 16.46 L 25.887 23.92 C 25.887 24.24 26.167 24.52 26.477 24.52 L 27.447 24.52 C 28.297 24.52 28.997 23.8 28.997 22.91 L 28.997 11.62 C 28.997 10.73 28.297 10 27.447 10 Z M 22.787 14.85 L 11.927 14.85 C 11.077 14.85 10.377 15.57 10.377 16.46 L 10.377 27.75 C 10.377 28.64 11.077 29.37 11.927 29.37 L 22.787 29.37 C 23.637 29.37 24.337 28.64 24.337 27.75 L 24.337 16.46 C 24.337 15.57 23.637 14.85 22.787 14.85 Z M 21.237 25.74 C 21.237 25.98 21.077 26.14 20.847 26.14 L 13.867 26.14 C 13.637 26.14 13.477 25.98 13.477 25.74 L 13.477 24.93 C 13.477 24.69 13.637 24.52 13.867 24.52 L 20.847 24.52 C 21.077 24.52 21.237 24.69 21.237 24.93 L 21.237 25.74 Z M 21.237 22.51 C 21.237 22.75 21.077 22.91 20.847 22.91 L 13.867 22.91 C 13.637 22.91 13.477 22.75 13.477 22.51 L 13.477 21.7 C 13.477 21.46 13.637 21.3 13.867 21.3 L 20.847 21.3 C 21.077 21.3 21.237 21.46 21.237 21.7 L 21.237 22.51 Z M 21.237 19.28 C 21.237 19.52 21.077 19.68 20.847 19.68 L 13.867 19.68 C 13.637 19.68 13.477 19.52 13.477 19.28 L 13.477 18.48 C 13.477 18.23 13.637 18.07 13.867 18.07 L 20.847 18.07 C 21.077 18.07 21.237 18.23 21.237 18.48 L 21.237 19.28 Z\" \/><\/svg>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"content-card__footer-icon content-card__footer-icon--link\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\taria-label=\"Open stat link\"\n\t\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/customer-service-statistics-2024\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_self\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" height=\"40\" aria-hidden=\"true\"><rect x=\".313\" y=\".313\" width=\"39.375\" height=\"39.375\" rx=\"19.688\" stroke=\"#032D60\" stroke-width=\".625\" \/><path d=\"M24.583 15.417h-3.666v1.833h3.666a2.758 2.758 0 0 1 2.75 2.75 2.758 2.758 0 0 1-2.75 2.75h-3.666v1.833h3.666A4.585 4.585 0 0 0 29.167 20a4.585 4.585 0 0 0-4.584-4.583Zm-5.5 7.333h-3.666a2.758 2.758 0 0 1-2.75-2.75 2.758 2.758 0 0 1 2.75-2.75h3.666v-1.833h-3.666A4.585 4.585 0 0 0 10.833 20a4.585 4.585 0 0 0 4.584 4.583h3.666V22.75Zm-2.75-3.667h7.334v1.834h-7.334v-1.834Z\" fill=\"#032D60\" \/><\/svg>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\n<\/article>\n\n\n\t<\/div>\n<\/div>\n\n<div class=\"modal modal--tableau\" aria-hidden=\"true\" role=\"dialog\">\n\t<div class=\"modal__content\">\n\t\t<div class=\"modal__body\">\n\t\t\t<tableau-viz id=\"tableauViz\" hide-tabs><\/tableau-viz>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-organizations-lean-into-ai-automation-and-data-to-boost-efficiency-sales\">Organizations lean into AI, automation, and data to boost efficiency, sales<\/h2>\n\n\n\n<p>AI and automation may present solutions for over-burdened agents tasked with revenue generation. Currently, agents spend just 39% of their time servicing customers amid competing demands like internal meetings, administrative tasks, and manually logging case notes.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/HowAgentsSpendTheirTimeDuringanAverageWeek\/EMBED3?:la%5B%E2%80%A6%5DS&#038;publish=yes&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Ninety-three percent of service professionals at organizations with AI say the technology <a href=\"https:\/\/www.salesforce.com\/blog\/customer-service-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">saves them time<\/a>. By responding to simple queries and crafting self-help <a href=\"https:\/\/www.salesforce.com\/blog\/how-to-write-a-knowledge-base-article\/\" target=\"_blank\" rel=\"noreferrer noopener\">knowledge articles<\/a>, AI clears the way for human agents to focus on more fulfilling and higher value work, such as building customer relationships and resolving complex cases.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>At companies with AI, 88% of agents cite building customer relationships as a key responsibility. Meanwhile, just 75% of agents say this at organizations without AI.<\/li>\n<\/ul>\n\n\n\n<p>Service organizations also report using AI to directly help with revenue generation by providing intelligent recommendations and offers to agents.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/HowServiceOrganizationsUseAI\/EMBED4?:language=en-US&#038;publish=yes&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Savvy service organizations are taking note of the promise AI and another efficiency driver, automation can bring. Currently, 79% of organizations have invested in AI while 81% use workflow or process automation. Looking ahead, 83% of decision makers plan to increase their AI investments over the next year, with the same amount planning to boost automation investments.&nbsp;<\/p>\n\n\n\n<p>For both AI and employees, personalizing service interactions requires customer knowledge, which often is drawn from many different data sources. Empowering AI and employees with a complete view is a clear priority for decision makers, 83% of whom plan to boost investments in data integration over the next year.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tFind more insights from the State of Service report.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\">\n\t\t\t\t<span>DOWNLOAD THE FULL REPORT<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>Existing investments appear to be paying off. As AI, automation, and data capabilities mature, organizations are getting better at striking the right balance between service speed and quality \u2014 a notoriously difficult challenge. In 2022, 76% of agents cited juggling these competing priorities as difficult, but that percentage dropped to 69% in this year&#8217;s report.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-more-information\">More information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Read<\/a> the full State of Service report<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/news\/stories\/generative-ai-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">Explore<\/a> more top generative AI statistics<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/4565441\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Register<\/a> for our upcoming <em>State of Service <\/em>webinar<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/service-roi-calculator\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Try<\/a> this interactive calculator to learn about Service Cloud ROI<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\">Methodology<\/h4>\n\n\n\n<p>Salesforce conducted a double-anonymous survey of over 5,500 professionals in roles including service operations, service agents, mobile workers, service managers\/directors, and service leadership\/head of service. Respondents were sourced from 30 countries and five continents. The data was collected between December 8, 2023, and January 22, 2024.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Both service and field service organizations are increasing their investment in AI to meet rising customer expectations and unlock revenue-generating opportunities, according to new research from Salesforce\u2019s sixth State of Service report. Gathering insights from over 5,500 service professionals in 30 countries, the State of Service report highlights the priorities, challenges, and strategies shaping customer [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":76677,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1912],"sf_topic":[1737,1726],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-76671","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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