• Salesforce published survey-based research showing adoption of AI agents in customer service rose to 66% in 2026 from 39% in 2025, a 1.7x increase.
• Seventy percent of organizations using AI service agents reported measurable value within 60 days of deployment.
• Customer satisfaction ranked as the most improved KPI following deployment, ahead of service-representative productivity or average handle time.
• The report also found 89% of service professionals already using AI agents saw benefits from expanding usage, while data readiness remained a key constraint, cited by 72% of service operations professionals.
• The study surveyed 3,075 customer service professionals worldwide between March 9 and April 4, 2026.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Salesforce Inc. published the original content used to generate this news brief on May 20, 2026, and is solely responsible for the information contained therein.