This weekly update shows that artificial intelligence is changing customer service in big ways. Companies are using AI agents to answer customer questions faster than ever before. AI agents are computer programs that can think and make decisions on their own, without needing a person to tell them what to do every step of the way.

One exciting example is a company called 14.ai, which is run by a married couple named Marie Schneegans and Michael Fester. This company uses AI to handle all the customer questions that come in through email, chat, phone calls, and social media. They can answer questions on TikTok, Facebook, Telegram, and WhatsApp all at the same time. When one company had thousands of unanswered questions waiting to be answered, 14.ai cleared them all in just one afternoon.

Customers around the world are starting to use AI assistants when they want to buy things or get help. By the end of 2026, AI agents might handle more than one-third of all customer conversations. People like AI because it gives them answers 24 hours a day, 7 days a week, without waiting on hold or leaving messages. AI agents can also help customers feel like the service is made just for them, because the AI learns what each person likes.

However, people do worry about AI. A survey shows that half of all people want to be able to control what AI does and turn it off whenever they want. Many people are concerned that AI might use their personal information without asking. About 79 percent of people think the government should have rules about how AI works.

Workers are also worried. In Canada, some people who worked in customer service have been trained by their own companies to teach AI how to do their jobs. Some experts say countries are not ready for how many jobs AI will change.

The AI customer service market is growing very fast. In 2025, this market was worth more than $15 billion, and it might grow to over $126 billion by 2035. Banks, stores, and other businesses are investing in AI because it helps them serve more customers without hiring as many people.