How AI agents will transform your customer service - despite 3 hurdles

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ZDNET's key takeaways

• Service leaders see investment in AI agents as essential to meet business demands.
• Conversational AI is reshaping customer communication across digital channels.
• AI field service investments will significantly increase over the next year.

Nearly 8 out of 10 service leaders say investment in AI agents is essential for meeting business demands, according to the 2026 State of Service report from Salesforce. The report's seventh edition surveyed 6,500 service professionals across 40 countries and five continents, including service vice presidents, directors, and team leaders.

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Here is the executive summary of the key findings:

1. Teams tackle AI adoption challenges:Service teams face challenges such as meeting customer demands with limited resources, talent shortages, and successfully implementing AI. However, companies that have integrated...

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