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6 insights service leaders need to know about agentic AI

Agentic AI is hitting customer service in a big way – here's how.

We are seeing the rise of autonomous systems that sense, reason, decide, and act, all with minimal human input, and it would be interesting to see how that trend, which ideally should be guiding a business' architectural playbook, is playing out in the new Salesforce State of Service report. I've been showing people how Salesforce is experiencing 85% autonomous resolution of service cases, and the lesson there is that powerful AI and access to information, tied to understanding the customer context, leads to success. This awareness might explain the statistic that 70% of service leaders expect to receive larger budgets to perform marketing and selling tasks, or to train a new generation of representatives to work with advanced AI.

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