State of Service Report, 6th Edition

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"> <span class=" header-text "> The customer journey takes centre stage. </span> </h2> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h3 id="service-professionals-have-a-lot-to-juggle-turning-service-orgs-from-cost-centres-to-revenue-drivers-isnt-easy-especially-while-managing-larger-and-more-complex-caseloads-its-a-challenge-to-meet-many-demands-at-once-while-keeping-the-customer-experience-at-the-centre-of-it-all-thats-where-ai-comes-in" class=" h3 text-night text-center salesforce-sans-light " style="; "> <span class=" header-text "> Service professionals have a lot to juggle. Turning service orgs from cost centres to revenue drivers isn’t easy, especially while managing larger and more complex caseloads. It’s a challenge to meet many demands at once while keeping the customer experience at the centre of it all. That’s where AI comes in. </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-30-top-lg center-img-horizontally " alt="Man using a smart phone to get assistance with his smart home app. Text bubbles featuring the conversation display on either side of the image." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_sg/www/images/form/pdf/ap-state-of-service-hero-1.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="customer-experience-is-the-top-priority-and-the-biggest-challenge" class=" avantgarde-l text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-80-top-lg margin-30-top-sm margin-10-bottom-lg " style="; "> <span class=" header-text "> Customer experience is the top priority — and the biggest challenge. </span> </h2> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h3 id="decision-makers-rank-customer-experience-as-both-their-number-one-priority-and-challenge" class=" h3 text-night text-center salesforce-sans-light col-md-12 col-lg-12 " style="; "> <span class=" header-text "> Decision makers rank customer experience as both their number-one priority and challenge. </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="spacerComponent parbase section"><div class="spacer hidden-xs" style="height:100px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="htmlComponent parbase section"> <div class="margin-40-bottom-lg margin-20-bottom-md"><div class='tableauPlaceholder' id='viz1710520794988' style='position: relative'><noscript><a href='#'><img alt='EMBED 1 ' src='_https_//public.tableau.com/static/images/To/TopServicePrioritiesTopServiceChallenges/EMBED1/1_rss.png' style='border: none'/></a></noscript><object class='tableauViz' style='display:none;'><param name='host_url' value='https%3A%2F%2Fpublic.tableau.com%2F' /> <param name='embed_code_version' value='3' /> <param name='site_root' value='' /><param name='name' value='TopServicePrioritiesTopServiceChallenges/EMBED1' /><param name='tabs' value='no' /><param name='toolbar' value='yes' /><param name='static_image' value='https://public.tableau.com/static/images/To/TopServicePrioritiesTopServiceChallenges/EMBED1/1.png' /> <param name='animate_transition' value='yes' /><param name='display_static_image' value='yes' /><param name='display_spinner' value='yes' /><param name='display_overlay' value='yes' /><param name='display_count' value='yes' /><param name='language' value='en-US' /></object></div> <script type='text/javascript'> var divElement = document.getElementById('viz1710520794988'); var vizElement = divElement.getElementsByTagName('object')[0]; if ( divElement.offsetWidth > 800 ) { vizElement.style.width='100%';vizElement.style.height=(divElement.offsetWidth*0.75)+'px';} else if ( divElement.offsetWidth > 500 ) { vizElement.style.width='100%';vizElement.style.height=(divElement.offsetWidth*0.75)+'px';} else { vizElement.style.width='100%';vizElement.style.height='927px';} var scriptElement = document.createElement('script'); scriptElement.src = 'https://public.tableau.com/javascripts/api/viz_v1.js'; vizElement.parentNode.insertBefore(scriptElement, vizElement); </script></div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-20-top-md margin-10-top-sm margin-10-top-xs text-size-default "> <i>Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.</i> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="spacerComponent parbase section"><div class="spacer " style="height:50px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive " alt="Digital channels page seperator" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/form/service-cloud/misc/section-2-page-separator.png"/> </div> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="spacerComponent parbase section"><div class="spacer " style="height:50px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h2 id="ai-is-disrupting-the-status-quo-and-delivering-results" class=" avantgarde-l text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-10-top-lg margin-10-top-sm margin-30-bottom-lg " style="; "> <span class=" header-text "> AI is disrupting the status quo and delivering results. </span> </h2> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h3 id="the-benefits-of-ai-are-clear-over-90-of-organisations-with-ai-are-cutting-costs-boosting-productivity-and-improving-the-customer-experience-whats-more-the-vast-majority-of-service-professionals-say-that-the-technology-will-help-them-better-serve-customers" class=" h3 text-night text-center salesforce-sans-light " style="; "> <span class=" header-text "> The benefits of AI are clear. Over 90% of organisations with AI are cutting costs, boosting productivity, and improving the customer experience. What’s more, the vast majority of service professionals say that the technology will help them better serve customers. </span> </h3> </div> <div class="spacerComponent parbase section"><div class="spacer hidden-xs" style="height:50px;"></div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"> </div> </div> <div class="row"> </div> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive center-img-horizontally " alt="Woman in front of a laptop conversing digitally with a service agent. Service agent photo and conversation features in the upper left. Einstein suggestions feature in the bottom right." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_sg/www/images/form/pdf/ap-state-of-service-hero-2.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="ai-data-are-fueling-next-level-customer-experiences" class=" avantgarde-l text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-40-top-lg margin-30-top-sm margin-10-bottom-lg " style="; "> <span class=" header-text "> AI + data are fueling next-level customer experiences. </span> </h2> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h3 id="ai-is-proving-its-value-across-a-variety-of-use-cases-in-service-ranging-from-customer-facing-intelligent-assistants-to-automated-summaries-and-reports-to-knowledge-base-articles" class=" h3 text-night text-center salesforce-sans-light " style="; "> <span class=" header-text "> AI is proving its value across a variety of use cases in service, ranging from customer-facing intelligent assistants to automated summaries and reports to knowledge base articles. </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="spacerComponent parbase section"><div class="spacer hidden-xs" style="height:100px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="htmlComponent parbase section"> <div class="margin-40-bottom-lg margin-20-bottom-md"><div class='tableauPlaceholder' id='viz1710521072595' style='position: relative'><noscript><a href='#'><img alt='EMBED 2 ' src='_https_//public.tableau.com/static/images/To/TopServiceAIUseCases/EMBED2/1_rss.png' style='border: none'/></a></noscript><object class='tableauViz' style='display:none;'><param name='host_url' value='https%3A%2F%2Fpublic.tableau.com%2F' /> <param name='embed_code_version' value='3' /> <param name='site_root' value='' /><param name='name' value='TopServiceAIUseCases/EMBED2' /><param name='tabs' value='no' /><param name='toolbar' value='yes' /><param name='static_image' value='https://public.tableau.com/static/images/To/TopServiceAIUseCases/EMBED2/1.png' /> <param name='animate_transition' value='yes' /><param name='display_static_image' value='yes' /><param name='display_spinner' value='yes' /><param name='display_overlay' value='yes' /><param name='display_count' value='yes' /><param name='language' value='en-US' /></object></div> <script type='text/javascript'> var divElement = document.getElementById('viz1710521072595'); var vizElement = divElement.getElementsByTagName('object')[0]; if ( divElement.offsetWidth > 800 ) { vizElement.style.width='100%';vizElement.style.height=(divElement.offsetWidth*0.75)+'px';} else if ( divElement.offsetWidth > 500 ) { vizElement.style.width='100%';vizElement.style.height=(divElement.offsetWidth*0.75)+'px';} else { vizElement.style.width='100%';vizElement.style.height='827px';} var scriptElement = document.createElement('script'); scriptElement.src = 'https://public.tableau.com/javascripts/api/viz_v1.js'; vizElement.parentNode.insertBefore(scriptElement, vizElement); </script></div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-20-top-md margin-10-top-sm margin-10-top-xs text-size-default "> <i>Filter selections that yield a sample size below 25 will not be shown. 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Many service leaders are looking to AI to balance the need for efficiency with the challenge of meeting ever-increasing customer expectations. </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive center-img-horizontally " alt="Male service agent wearing a headset messaging via chat with a customer. Customer conversation and Einstein recommendations feature around the main photo." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_sg/www/images/form/pdf/ap-state-of-service-hero-3.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="service-organisations-pursue-ai-as-case-volume-and-expectations-rise" class=" avantgarde-l text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-40-top-lg margin-30-top-sm margin-10-bottom-lg " style="; "> <span class=" header-text "> Service organisations pursue AI as case volume and expectations rise. </span> </h2> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h3 id="ai-is-bridging-the-divide-between-where-the-industry-is-now-and-where-it-needs-to-go-already-ai-investments-are-proving-key-to-service-organisations-ability-to-keep-pace-with-increasing-customer-demands" class=" h3 text-night text-center salesforce-sans-light " style="; "> <span class=" header-text "> AI is bridging the divide between where the industry is now and where it needs to go. 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margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Blog </span> </div> </div> <div class="headingComponent parbase section"> <h3 id="everything-you-need-to-know-about-ai-in-customer-service" class=" avantgarde-medium text-stratus text-left avant-garde-demi margin-10-bottom-lg " style="; "> <span class=" header-text "> Everything You Need to Know About AI in Customer Service </span> </h3> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://www.salesforce.com/ap/blog/customer-service-ai/"></a> </div> </div> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-60-bottom-lg margin-10-bottom-sm margin-10-left-sm margin-10-left-xs text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a role="button" class="btn btn-lg btn-ghost-cirrus salesforce-sans-regular " aria-label="SEE 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