The Seventh Edition State of Service Report

Service organizations are investing more in AI.

Find out what else tomorrow’s service leaders are doing now to future-proof their service.

Service professionals compare their top three service priorities and challenges.

As customer expectations rise, AI is here to help service teams meet them.

Working together, service reps and AI can achieve more — including meeting customers’ needs, both simple and complex.

Insights on rising customer expectations and how AI is shaping the future of customer service.

AI case resolution is on the rise.

By 2027, 50% of service cases are expected to be resolved by AI, up from 30% in 2025.

AI is playing a growing role in customer service, with a rising share of inquiries resolved today and even more expected by 2027.

AI agents help service reps focus on what matters.

The latest form of AI handles tasks autonomously, expanding what’s possible in customer service.

Includes the top-rated like handling FAQs, order inquiries, and supporting representatives with relevant information.

AI agents benefit both customers and companies.

AI agents are revolutionizing service work by boosting efficiency, cutting costs, and improving customer satisfaction.

Projected percentage gains in service efficiency and effectiveness driven by fully implemented AI agents.