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"State of Service"

AI is transforming customer service as organizations use predictive, generative, and agentic AI to boost productivity and cut costs. Security concerns, data silos, and talent shortages challenge implementation. Companies with integrated platforms report greater AI success. Discover how human-AI collaboration reshapes service delivery.

Customer service organizations face rising expectations, talent shortages, and growing caseloads. Teams struggle to balance administrative tasks with meaningful customer interactions, while security concerns and technology silos hinder modernization.

This research shows how leading organizations use AI to transform operations. Insights from 6,500 professionals highlight the shift from pilot programs to daily AI use. Key findings include:

· Integrated platforms drive 1.4x greater AI success than siloed systems
· The rise of autonomous AI agents working with humans
· 79% of leaders see AI agents as essential to business demands

Explore how AI reshapes service delivery.

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