Service Teams Are at a Breaking Point
Customer expectations are rising. Teams are stretched thin. AI is the path forward. Here's what the data says.
Teams struggle to meet service demands
Reps want to build relationships but spend most of their time on admin work
Say expectations are higher
82% of service professionals agree that customer expectations are higher than they used to be - from 24/7 support to tailored interactions.
Salesforce State of Service, 7th EditionWon't buy again after bad service
43% of consumers say a poor customer service experience will prevent them from making a repeat purchase.
Salesforce State of the AI Connected Customer, 2024Time actually spent with customers
Service reps spend less than half their time with customers. The rest goes to administrative tasks and internal responsibilities.
Salesforce State of Service, 7th EditionEmployee turnover last year
12% of service employees left their company over the past year. These highly trained individuals are often hard to replace.
Salesforce State of Service, 7th EditionThe talent challenge
Hiring is hard, turnover is high, and volume keeps climbing
Hiring and retention
Service leaders cite difficulty hiring and retaining employees as a top challenge. Over a third struggle meeting demands for better work-life balance and wages.
Rising case volume
An expected case volume increase over the next year creates a recipe for service rep burnout and unhappy customers.
Understanding nuance
While 35% say their AI is excellent at understanding emotions, there's room for improvement in making AI interactions feel truly natural.
“81% of service reps say building relationships is important. They only get 46% of their time to do it.”
— Salesforce State of Service, 7th Edition
AI is reshaping service operations
Companies are investing in predictive, generative, and agentic AI
Use at least one form of AI
69% of service professionals say their organization uses at least one form of AI - predictive, generative, or agentic.
Salesforce State of Service, 7th EditionSay AI investment is essential
79% of service leaders say AI agent investment is essential to meet business demands. Only 6% don't expect to use agentic AI within five years.
Salesforce State of Service, 7th EditionExpected cost reduction
Service ops and leaders who use AI agents expect their service costs and case resolution times to decrease by an average of 20%.
Salesforce State of Service, 7th EditionCases resolved by AI by 2027
By 2027, 50% of service cases are expected to be resolved by AI, up from 30% in 2025.
Salesforce State of Service, 7th EditionWhat leaders say about AI performance
The results speak for themselves across satisfaction, speed, and consistency
Improves customer satisfaction
90% of leaders say AI improves customer satisfaction and experience.
Faster, more informed decisions
90% say AI helps them make faster and more informed decisions.
Proactive recommendations
88% say AI helps them provide proactive recommendations to customers.
Brand voice consistency
88% of companies say conversational AI is good or excellent at keeping brand voice consistent.
“By 2027, 50% of service cases are expected to be resolved by AI — up from 30% in 2025.”
— Salesforce State of Service, 7th Edition
Humans + AI: better together
AI doesn't replace reps — it makes them more effective and less stressed
83% see better career prospects
Service reps at organizations with AI say they have better career prospects because of it.
82% developed new skills
Working with AI has helped service representatives develop new skills and become more productive.
65% more time for relationships
65% of teams with AI report more opportunities to focus on developing relationships with customers.
54% improving processes
54% of teams with AI report more opportunities to focus on improving internal processes.
Your customers expect instant answers
Sales Connect AI gives your business an AI receptionist that answers every call, captures every lead, and never burns out.