This weekly update shows that AI agents are becoming an important part of how companies take care of their customers. Companies around the world are using new AI tools to help answer customer questions faster and better than ever before.

Microsoft Makes New AI Agents for Customers

Microsoft held a big conference called Microsoft Ignite 2025 and announced exciting new AI tools. One important tool is the Sales Development Agent, which helps sales teams work better. This AI agent can look at customer information, find new people to talk to, and send personalized messages. The agent does this work automatically, so salespeople can focus on actually talking to customers and making deals happen. Microsoft also made other AI agents that work in Microsoft 365 Copilot, which is software that many companies already use. These tools use Agent Mode, which means the AI can do tasks step-by-step without needing a person to tell it what to do each time.

Australian Bank Gives AI Tools to All Workers

Bendigo Bank in Australia announced something exciting on November 24th. The bank decided to give a powerful AI tool called Gemini Enterprise to all of its workers. This tool helps bank workers do their jobs faster and better. During tests, workers found that they could process customer loan requests faster using automated lending tools. They could also spot when something might be wrong, like if a transaction looks risky or like fraud. The bank even used AI to look at customer information and figure out what new products customers might need. This helps the bank take better care of its 2.9 million customers.

New AI Features Help With Customer Talks

Silverback AI, a company that makes chatbots, introduced a new AI assistant feature this week. This feature helps companies send automatic messages to customers. The tool is designed to understand what customers need and give better answers than old-fashioned chatbots could. This is part of a bigger change happening in customer service where AI is learning to talk like a real person instead of using stiff, scripted answers.

AI is Handling More Customer Questions

Experts predict that AI will soon handle even more customer service work. A company called Salesforce studied this trend and found that AI is expected to handle 40% of all customer service cases by the year 2027. That is much more than the 25% that AI handles today. This shows that companies are confident that AI is getting smarter and more useful.

Changes in Customer Service Jobs

As AI gets better at handling customer questions, some companies are changing how many customer service workers they have. Big technology companies announced that artificial intelligence was involved in almost 50,000 job changes this year. Some of this is because AI can now handle tasks that people used to do, like answering basic questions and scheduling appointments. One logistics company called C.H. Robinson said that using more automation let them actually help more customers while using fewer workers. This means workers can focus on harder problems that need a person's thinking and kindness.

What This Means Going Forward

The big picture for this week is that AI agents are becoming normal at work. These are not simple chatbots that just answer yes or no questions. These are intelligent agents that can think, learn, and do multiple tasks. They work together with human workers instead of replacing them completely. Workers and AI agents make a strong team where the AI does the quick, repetitive work and people focus on the harder, more important problems. Companies like Microsoft, Google Cloud, and others are all making better AI agents because they see how useful they are. As these tools get better and more companies use them, the way customer service works will continue to change. The goal is to help customers get answers faster and better, while also making the work easier for the people who help them.