## Customer Service Gets Smarter with AI Agents This Week

Real-Time Translation Brings Global Help to Customers

On October 21st, 2025, a travel technology company called HBX Group made a big announcement about their customer service tool. They upgraded their chatbot 'Olivia' to understand and speak 13 different languages automatically, including Spanish, Portuguese, Chinese, Japanese, Arabic, Italian, French, Greek, Thai, Turkish, and more. This means that when someone from another country has a question or problem, they can talk to the computer in their own language right away. The amazing part is that the computer translates everything instantly, so the English-speaking agents can understand, and customers get answers in their language too.

What makes this even more important is that HBX Group is being honest about using AI. The company puts a label on every conversation that tells customers the computer is automatically translating, which shows they believe customers deserve to know when they're talking to a machine versus a person. The company's leader, Xabier Zabala, said their goal is for people everywhere to feel like they're getting personal help without having to worry about language getting in the way.

Salesforce Shows How AI Agents Are Becoming Real Workers

The same day, the huge software company Salesforce told the world about big improvements to their AI agent tool called 'Agentforce'. Right now, only about 12,500 of their customers—which is just over 8% of everyone who uses Salesforce—have started using these AI agents. The company said this is because many businesses are still learning and experimenting with this new technology before really using it in their real work.

But here's the exciting part: the companies that are using Salesforce's AI agents are seeing amazing results. For example, PepsiCo built an AI agent that helps small shop owners who sell Pepsi products get better advice and service, even though they don't usually get much attention. Even more impressive, Dell used AI agents to help bring new suppliers into their company, which used to take months but now takes just days. These real examples help other companies see that AI agents can really help their businesses grow and work faster.

Lenovo Joins the AI Agent Movement

On October 20th, computer maker Lenovo said they have new AI agent tools to help workers around the world do better jobs. These aren't simple helper programs like old chatbots—they're smart digital workers that can think, make decisions, and do tasks all by themselves. Think of them like robot workers that never get tired, never take a break, and get better at their job over time. Companies are realizing these AI agents can handle many different tasks, like helping customers, solving problems, and even making sure all the paperwork is done correctly.

Customers and Companies Both Want More AI Help

When companies asked people what they think about AI helping with customer service, the answer was clear: people like it. 67% of regular people said they would be happy to use AI assistants to get help with their problems instead of waiting for a person. Even better, 90% of customer service leaders at big companies say that using AI tools made their business work better and made more money. Some leaders even think that in just a few years, 80% of customer problems will be solved by AI without any person getting involved.

What Comes Next for Customer Service

Everyone in the business world agrees: AI agents are moving out of the testing stage and into real work. Experts predict that by next year, most big companies will use AI agents as their first helper when a customer needs something. Human workers will focus on harder problems that need real empathy and understanding, while the AI handles the easy questions. Companies are also working on making AI agents that can understand feelings and talk like real people, not like robots. This means the future of customer help will be fast, smart, and still caring—the best of both machines and people working together.