Customer Service Weekly AI News
June 23 - July 6, 2025This 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.