Customer Service Weekly AI News

June 23 - July 6, 2025

This week brought important updates about how AI is changing customer service worldwide. Salesforce announced their AI agents now handle 30-50% of work in customer support and coding, with 93% accuracy in customer conversations. The company expects to reach 1 billion AI agents on its platform by year-end as adoption grows rapidly.

A Gartner study revealed that 50% of companies will abandon plans to fully replace human agents with AI by 2027. Researchers found 95% of leaders plan to keep human workers to guide AI tools, creating a hybrid "digital first, not digital only" approach. This shows companies worldwide are learning that humans and AI work best together for quality customer service.

These developments highlight a major shift: while AI agents handle routine tasks efficiently, human empathy remains irreplaceable for complex customer needs. Companies like Salesforce are making big investments through acquisitions to improve their AI agents' capabilities.

Extended Coverage