Artificial intelligence is changing how companies help customers. This weekly update shows that AI agents—computer programs that can think and make decisions like people—are becoming a big part of customer service around the world.

More than half of all customer support conversations will use agentic AI by the middle of 2026. This is different from simple chatbots that only answer basic questions. Agentic AI can solve harder problems, understand what customers really need, and work across different computer systems. Companies like Dutch airline KLM now use AI to handle 60 percent of their customer questions, which helps them save money and keep customers happy.

Companies are using AI to find problems that customers face. For example, Airbnb used AI to notice that customers were confused about cancellation rules. After fixing the language, they received 19 percent fewer support tickets. Other companies like Telekom in Germany saw their workers complete tasks 25 percent faster when AI helped them.

However, not all companies are ready yet. Experts warn that about one-third of businesses will try to use AI too quickly and fail. The key to success is having good data, proper training, and keeping the human touch alive.

By 2029, AI could automatically solve 80 percent of normal customer service problems, which would save companies a lot of money. But experts also say customers still prefer talking to real people for complicated issues. The smartest approach combines AI and humans working together.