服务现状（第七版）

State QWService Insights from over 6,500service professionals. Customer service is entering a new era. Our last State of Service documenteda rise in customer demands. Today, artificial intelligence (AI) is boostingproductivity, speeding up resolutions, and providing more support to serviceteams — while also cutting costs. The AI revolution promised to transformcustomer service. It delivered. ExecutiveLetter We surveyed 6,500 service professionals to understand what’s working nowthat the technology has moved from pilot programs to daily operations.As AI adoption matures across the industry, all eyes are now turning to AIagents — autonomous systems that can take action alongside human teams,not just provide information. Our findings show that most service leaders(79%) believe investing in AI agents is fundamental to meeting currentbusiness demands. The companies pulling ahead aren't just using AI agents. They’re building realcollaboration between humans and AI agents across all their digital channels,with a unifying data strategy that makes these partnerships actually work atscale. This report digs into both their successes and struggles, revealing howcompanies and service professionals navigate this new landscape throughhuman-AI collaboration. The perspectives shared by today’s service leaders — the ones pairing humanswith AI in their daily operations — will illuminate the path forward. Our hopeis that this research will be a trusted companion as you chart the future ofcustomer service — a future in which humans and AI agents work together tocreate unprecedented success. Kishan Chetan EVP & GMSalesforce Service Cloud S A L E S F O R C E What You’ll Findin This Report For the seventh edition of the State of Service report,Salesforce surveyed 6,500 service professionalsto learn how: •Limited resources are driving investment in AI•Emerging types of AI are taking off inservice organizations•Leaders are implementing AI in field service Data in this report is from a double-anonymous surveyconducted from April 25, 2025, through June 6,2025. Respondents represent 40 countries across fivecontinents. All respondents are third-party panelists. Forfurther sample details, see page 37. S A L E S F O R C E Who We Surveyed In this report, we refer to the followingrespondent groups. Service representatives Frontline employees who support customers from theemployee’s home, store, or office. Field service technicians Frontline employees who provide support in thefield, at the customer's home or business — in-personor virtually. Service operations Service professionals who oversee operations and equipinternal teams with tools, systems, and processes. Service leaders Service vice presidents, directors, and team leaders whooversee both field service technicians andservice representatives. •Field service leadersService leaders who oversee field service only. •Representative leadersService leaders who oversee service representatives only. Service professionals All survey respondents, inclusive of all groups above. Contents Executive Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .06Chapter 1:Teams Tackle AI Adoption Challenges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .07Chapter 2:AI Agents Redefine Customer Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13Chapter 3:AI Gets Conversational With Voice and Multimodal Interactions . . . . . . . . . . . . . . . . . 19Chapter 4:Agentic AI Makes Field Service Safer and More Efficient. . . . . . . . . . . . . . . . . . . . . . . .25Map It Out:Your AI Maturity Journey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32Sample Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36 S A L E S F O R C E ExecutiveSummary Teams Tackle AI Adoption Challenges Service teams face challenges like meeting customer demands withlimited resources, talent shortages, and implementing AI successfully.However,companies who’ve integrated their service channel datain one unified platform are 1.4x more likely to call their AIimplementation very successful compared to those withsiloed systems. As organizations strive to deliverexceptional customer experiences,AI has emerged as a transformativeforce in service. While AI holdspromise for service delivery, itsadoption isn’t without challenges. Byunderstanding the obstacles to AIimplementation and harnessing itspotential, businesses can improvecustomer interactions, streamlineoperations, and drive growth as theyevolve into agentic enterprises. AI Agents Redefine Customer Serv