AI agents are now handling a growing portion of customer service work, and companies are reporting that customer satisfaction is rising.
This trend is evident in the recently published State of Service survey which Salesforce is behind it. The study is based on responses from 3,500 respondents in customer service and leadership roles at companies in 30 countries, including Sweden.
In just over a year, the percentage of customer service organizations using AI agents has increased from 39 to 66 percent. Four out of ten customer service cases handled by AI agents are resolved completely without human intervention.
At the same time, customer satisfaction is the area where companies see the greatest improvement after implementing the technology.
– When AI agents can handle simple cases, it frees up time for customer service representatives to focus on what really requires human expertise. This may explain why customers are happier. They get faster answers to the simple things and better help with the difficult ones, says Emelie Garrison, Regional Vice President of Agentforce Service at Salesforce Sweden.
Technology is also affecting how companies organize themselves. Almost all managers, 97 percent, say that AI is changing the way they work, including through new roles in AI architecture and data management.
At the same time, these developments are placing higher demands on how companies handle data. Just over six in ten managers (59 percent) state that unstructured data is an obstacle to AI investments. Among employees who work with data daily, the figure is 72 percent.
– The desire to use AI exists among many Swedish companies, but data maturity does not always keep up. Those companies that invest in getting their data in order will have the greatest impact, says Emelie Garrison.
The survey also shows that:
- 83 percent of service organizations with AI agents use them in five or more channels.
- 88 percent of customer service representatives say AI reduces the time they spend switching between systems and tools.
- 89 percent of service employees with AI agents believe that increased use of AI would benefit the organization.
- 92 percent of service managers with AI say the technology improves their ability to coach employees.
About the survey
Data was collected between March 9 and April 4, 2026. The survey is based on 3,075 responses from customer service professionals in North America, Latin America, Asia Pacific, and Europe, including Sweden.
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