In 2 years, half of all service calls will be resolved by AI – survey

September 16, 2025

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ZDNET’s key takeaways

AI agents are boosting efficiency, cutting costs, and improving customer satisfaction.
By 2027, 50% of service cases are expected to be resolved by AI.
4 out of 5 service leaders say AI agent investment is essential to meet business demands.

Seventy-nine percent of service leaders say investment in AI agents is essential to meet business demands, according to Salesforce’s

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