Rising customer expectations are reshaping the battlefield of customer service. While most are still debating AI’s potential, our survey shows that leading customer service leaders have moved from talk to action.
Here’s what you need to know:

• 77% of organizations have already automated their customer service processes
• 1% of large enterprises are leading the automation charge
• 61% of professionals believe their customers will respond positively to AI integration

The data suggests we’re at a critical inflection point. While full automation is still a few years away (with 32.5% expecting it within 3-10 years), successful organizations are focusing on a more nuanced approach: creating AI-human synergies that amplify human capabilities while ensuring consistent, scalable customer experiences.

Access the complete report for in-depth analysis of emerging trends, implementation patterns, and evidence-based insights from organizations leading this transformation.