{"id":93657,"date":"2026-05-20T06:00:00","date_gmt":"2026-05-20T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=93657"},"modified":"2026-05-19T23:36:56","modified_gmt":"2026-05-20T06:36:56","slug":"ai-service-agents-improve-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/","title":{"rendered":"New Research: AI Service Agents Are Scaling and Delivering CSAT"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Adoption of <a href=\"https:\/\/www.salesforce.com\/service\/ai\/customer-service-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents in customer service<\/a> organizations increased 1.7x from 2025 to 2026 \u2014 rising from 39% to 66%.<\/li>\n\n\n\n<li>Seventy percent of customer service organizations that adopt AI agents observe measurable value within 60 days of deployment.<\/li>\n\n\n\n<li>After they deploy AI agents, customer service organizations report that the #1 improved KPI is customer satisfaction \u2014 ranking ahead of service rep productivity, average handle time, customer retention, and first-response time.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Not long ago, discussions on service teams \u2014 <a href=\"https:\/\/www.salesforce.com\/news\/stories\/state-of-service-report-announcement-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">and at Salesforce<\/a> \u2014 focused on expectations for AI agents rather than results. That&#8217;s changing fast. Salesforce&#8217;s new report, <a href=\"http:\/\/salesforce.com\/ai-sos\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service: AI Agents Edition<\/a>, surveyed 3,075 customer service professionals worldwide and found that agentic AI in customer service has moved from pilot programs to mainstream deployment \u2014 and the most improved metric isn&#8217;t operational efficiency but customer satisfaction.<\/p>\n\n\n\n<p>\u201cThis research shows that agentic AI in customer service has moved from promise to proof. But what&#8217;s really exciting is that agents are actually improving how customers feel about the service they receive.&#8221; \u2014 Kishan Chetan, EVP &amp; GM, Agentforce Service, Salesforce<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Agentic AI in customer service has reached a tipping point<\/strong><\/h4>\n\n\n\n<p>AI has become a standard part of the customer service toolkit, and 85% of service organizations now use at least one form of AI. But the most notable shift is in <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> \u2014 autonomous systems that take action and support complex workflows. Sixty-six percent of customer service organizations now use agentic AI, up from 39% in 2025 \u2014 a 1.7x increase.Seventy-seven percent of service teams with AI agents deploy them in both <a href=\"https:\/\/www.salesforce.com\/service\/customer-service-solutions\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer-facing<\/a> and <a href=\"https:\/\/www.salesforce.com\/service\/employee-service-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">internal operations<\/a>. On the customer side, top use cases include proactive outreach, personalized product recommendations, and multichannel case resolution. Behind the scenes, agents handle operational work that supports those interactions, like routing cases to the right agent.<\/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\/TopUseCasesforAIServiceAgents\/Q04embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#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>&#8220;Limitless Service is the new era where AI doesn&#8217;t just assist but takes action. When every department that touches a customer \u2014 service, sales, marketing, field operations, and employee support \u2014 works from the same information, they can act in a coordinated way. The companies that deliver these connected service experiences will move faster and capture more value.&#8221; \u2014 Annie Weinberger, CMO, Agentforce Service, Salesforce<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>AI service agents improve customer satisfaction<\/strong><\/h4>\n\n\n\n<p>Customer service teams are seeing results quickly: 70% of organizations with AI service agents say they observe measurable value within 60 days of deployment.<\/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\/ReportedTime-to-ValueforAIServiceAgents\/Q29embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#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>When respondents were asked which KPIs have improved the most since deploying AI agents in customer service, customer satisfaction was at the top of the list \u2014 ahead of service rep productivity, average handle time, customer retention, and first-response time.<\/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\/KPIsMostImprovedByAIAgents\/Q30embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#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>That finding is notable because customer satisfaction isn&#8217;t strictly an operational metric. It reflects how customers actually experience service \u2014 and <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/experience-led-growth-a-new-way-to-create-value\" target=\"_blank\" rel=\"noreferrer noopener\">research<\/a> consistently links it to retention and lifetime value, suggesting the efficiency gains from AI agents may run deeper than operational efficiency alone.<\/p>\n\n\n\n<p>Ultimately, confidence in AI service agents is high: 89% of service professionals with AI agents say their organization would benefit from expanding their use.<\/p>\n\n\n\n<p>\u201cThe goal is to make support so seamless it almost feels invisible. When we get this right, the customer doesn&#8217;t just walk away with a resolution; they walk away with their time back. And in a world where everyone is stretched thin, giving someone their time back is the highest form of service we can offer.\u201d \u2014 Bradley Condon, Salesforce Administrator, Waste Solution Services&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Customer service teams reimagine their processes for AI<\/strong><\/h4>\n\n\n\n<p>Adopting AI service agents is more than a technological shift. Ninety-seven percent of customer service leaders with AI say it&#8217;s impacting their approach to workforce planning.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"93675-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"575\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1024\" alt=\"Graphic showing majority of service organizations are already or planning to make workforce planning changes due to AI\n\" class=\"wp-image-93675\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png 1902w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1024&amp;h=575 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1536&amp;h=862 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1218&amp;h=684 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"93675-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 size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1902\" height=\"1068\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1024\" alt=\"Graphic showing majority of service organizations are already or planning to make workforce planning changes due to AI\n\" class=\"wp-image-93675\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png 1902w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1024&amp;h=575 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1536&amp;h=862 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q17.png?w=1218&amp;h=684 1218w\" sizes=\"auto, (max-width: 1902px) 100vw, 1902px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>These changes sometimes mean creating <a href=\"https:\/\/www.salesforce.com\/news\/stories\/how-agentic-ai-creates-new-jobs\/\" target=\"_blank\" rel=\"noreferrer noopener\">entirely new positions<\/a> to support the technology, like architect roles to oversee deployment and operations and data management roles to maintain knowledge bases for AI.<\/p>\n\n\n\n<p>Survey insights suggest the data management struggle in particular may be underrated.<\/p>\n\n\n\n<p>Seventy-two percent of service operations professionals say data readiness is a major blocker to AI \u2014 compared with 59% of customer service leaders. In other words, the people working with the data day to day report higher concern than leaders.<\/p>\n\n\n\n<p>Additionally, organizations that have already deployed AI are more likely to anticipate growth in data management roles than those that haven&#8217;t yet \u2014 suggesting the data challenge may only become fully visible once AI is live.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"93676-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"577\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1024\" alt=\"Graphic showing expected role growth on team due to AI, broken down by role\n\" class=\"wp-image-93676\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png 1900w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=500&amp;h=282 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=678&amp;h=382 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1218&amp;h=686 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"93676-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 size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1900\" height=\"1070\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1024\" alt=\"Graphic showing expected role growth on team due to AI, broken down by role\n\" class=\"wp-image-93676\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png 1900w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=500&amp;h=282 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=678&amp;h=382 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q18.png?w=1218&amp;h=686 1218w\" sizes=\"auto, (max-width: 1900px) 100vw, 1900px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>\u201cI attend as many in-person events as possible. Not only are the sessions informative and engaging, but the Trailhead Community is always there to help each other out. Right now, learning AI tools and understanding data is critical.\u201d \u2014 Magon Mair, Director, Presales Solution Engineering, Wilco Source<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-trust-in-agents-grows-with-experience\"><strong>Trust in agents grows With experience<\/strong><\/h2>\n\n\n\n<p>Service professionals who have deployed AI agents are more likely to personally trust autonomous AI than those who haven&#8217;t \u2014 suggesting experience may build trust.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"93677-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"575\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1024\" alt=\"Graphic showing percentage of service professionals who trust AI agents to do specific tasks\n\" class=\"wp-image-93677\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png 1900w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1024&amp;h=575 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1536&amp;h=862 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=678&amp;h=380 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1218&amp;h=683 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"93677-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 size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1900\" height=\"1066\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1024\" alt=\"Graphic showing percentage of service professionals who trust AI agents to do specific tasks\n\" class=\"wp-image-93677\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png 1900w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1024&amp;h=575 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1536&amp;h=862 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=678&amp;h=380 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Q27.png?w=1218&amp;h=683 1218w\" sizes=\"auto, (max-width: 1900px) 100vw, 1900px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>Sixty-five percent of customer service professionals say their customers fully trust AI. However, research suggests customers may be more hesitant than service teams believe. According to the Metrigy Consumer CX Index, consumer trust in AI-powered service remains relatively low: just 44% of consumers trust AI to handle their customer service needs. However, when customers actually experience AI-powered service, skepticism tends to give way, with customers reporting that it exceeds their expectations.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"93678-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"574\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1024\" alt=\"Graphic showing percentage of AI service experiences that exceed consumer expectations, broken into healthcare, financial services, and retail\n\" class=\"wp-image-93678\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png 1898w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1024&amp;h=574 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1536&amp;h=861 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=500&amp;h=280 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=678&amp;h=380 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1218&amp;h=683 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"93678-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 size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1898\" height=\"1064\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1024\" alt=\"Graphic showing percentage of AI service experiences that exceed consumer expectations, broken into healthcare, financial services, and retail\n\" class=\"wp-image-93678\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png 1898w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1024&amp;h=574 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1536&amp;h=861 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=500&amp;h=280 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=678&amp;h=380 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=344&amp;h=193 344w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/Screenshot-Metrigy.png?w=1218&amp;h=683 1218w\" sizes=\"auto, (max-width: 1898px) 100vw, 1898px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>&#8220;What we&#8217;re seeing is that trust in AI agents isn&#8217;t built through promises \u2014 it&#8217;s built through experience. The more service teams and customers interact with these systems, the more confidence they develop in what AI can handle.&#8221; \u2014 Annie Weinberger, CMO, Agentforce Service, Salesforce<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-explore-further\"><strong>Explore further:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the full <a href=\"http:\/\/salesforce.com\/ai-sos\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service report<\/a><\/li>\n\n\n\n<li>Find data on AI agents and more in the <a href=\"https:\/\/www.salesforce.com\/news\/stat-library\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Stat Library<\/a><\/li>\n\n\n\n<li>Learn why <a href=\"https:\/\/www.salesforce.com\/blog\/limitless-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Limitless Service<\/a> is the new operating model for growth in the agentic era<\/li>\n\n\n\n<li>Hear firsthand how service leaders deploy AI agents and measure results in the State of Service: AI Agents Edition <a href=\"https:\/\/sforce.co\/4u3xgYQ\" target=\"_blank\" rel=\"noreferrer noopener\">webinar<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Methodology:&nbsp;<\/strong><\/h4>\n\n\n\n<p>Data in this report are from a double-anonymous survey conducted from March 9 to April 4, 2026. The survey generated 3,075 responses from service professionals across North America, Latin America, Asia-Pacific, and Europe. For more demographic information, please refer to the <a href=\"http:\/\/salesforce.com\/ai-sos\/\" target=\"_blank\" rel=\"noreferrer noopener\">report<\/a>.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.<\/p>\n","protected":false},"author":0,"featured_media":93660,"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":[21231],"sf_theme":[21184],"sf_topic":[20528,21187,1757],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[2395],"sf_visibility":[],"coauthors":[],"class_list":["post-93657","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshot-research","sf_theme-agentic-ai","sf_topic-agents","sf_topic-ai","sf_topic-customer-service-and-support","sf_location-global","sf_collection-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New Research: AI Service Agents Improve Customer Satisfaction - Salesforce<\/title>\n<meta name=\"description\" content=\"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Research: AI Service Agents Are Scaling and Delivering CSAT\" \/>\n<meta property=\"og:description\" content=\"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2026-05-20T13:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"New Research: AI Service Agents Are Scaling and Delivering CSAT\",\"datePublished\":\"2026-05-20T13:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\"},\"wordCount\":1003,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\",\"name\":\"New Research: AI Service Agents Improve Customer Satisfaction - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png\",\"datePublished\":\"2026-05-20T13:00:00+00:00\",\"description\":\"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png\",\"width\":1200,\"height\":675,\"caption\":\"New Research: AI Service Agents Improve Customer Satisfaction\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"width\":1200,\"height\":630,\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\/\",\"https:\/\/x.com\/salesforcenews\",\"https:\/\/www.linkedin.com\/company\/salesforce\/\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"New Research: AI Service Agents Improve Customer Satisfaction - Salesforce","description":"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/","og_locale":"en_US","og_type":"article","og_title":"New Research: AI Service Agents Are Scaling and Delivering CSAT","og_description":"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.","og_url":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce\/","article_published_time":"2026-05-20T13:00:00+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_creator":"@salesforcenews","twitter_site":"@salesforcenews","twitter_misc":{"Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/"},"author":{"name":"","@id":""},"headline":"New Research: AI Service Agents Are Scaling and Delivering CSAT","datePublished":"2026-05-20T13:00:00+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/"},"wordCount":1003,"publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/","url":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/","name":"New Research: AI Service Agents Improve Customer Satisfaction - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","datePublished":"2026-05-20T13:00:00+00:00","description":"AI service agents have increased 1.7x in a year, and they\u2019re improving the customer experience.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/stories\/ai-service-agents-improve-customer-satisfaction\/#primaryimage","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","width":1200,"height":675,"caption":"New Research: AI Service Agents Improve Customer Satisfaction"},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/news\/#website","url":"https:\/\/www.salesforce.com\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/news\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/news\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","width":1200,"height":630,"caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce\/","https:\/\/x.com\/salesforcenews","https:\/\/www.linkedin.com\/company\/salesforce\/"]}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/05\/New-Research_-AI-Service-Agents-Improve-Customer-Satisfaction.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/93657","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/comments?post=93657"}],"version-history":[{"count":17,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/93657\/revisions"}],"predecessor-version":[{"id":93706,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/93657\/revisions\/93706"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media\/93660"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media?parent=93657"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/categories?post=93657"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/tags?post=93657"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_content_type?post=93657"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_theme?post=93657"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_topic?post=93657"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_product?post=93657"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_industry?post=93657"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_role?post=93657"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=93657"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_location?post=93657"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_collection?post=93657"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_visibility?post=93657"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/coauthors?post=93657"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}