AI-driven customer service agents' usage surged 22 times since the beginning of January.
The world of business is witnessing a significant shift, with the increasing adoption of Artificial Intelligence (AI) agents. According to recent reports, there has been a substantial growth in the use of AI agents across various sectors, including sales, service, and internal operations.
One of the most striking developments is the 80% month-over-month growth in agent actions triggered by employees. This surge in employee-initiated actions suggests a growing reliance on AI agents for day-to-day tasks. Since January, this trend has only intensified, with a 76% increase in agent actions triggered by employees.
The number of AI agents available has more than doubled since January, a testament to the growing acceptance of these digital helpers. The average number of customer service conversations led by AI agents has increased 22x during the same period.
The global worker adoption of AI has seen a 233% increase since Fall 2024, indicating a widespread embrace of AI agents. In fact, 94% of consumers opt to deal with AI agents rather than speak to human beings, underscoring the preference for these digital assistants.
The use of AI agents for customer service tasks has experienced a compound annual growth rate of 2,199% since January, according to a report by Salesforce. This rapid growth is not surprising, given the improved experiences reported by consumers who use AI agents in retail.
AI agents are not just streamlining operations but are also acting as force multipliers. They are getting better at pinpointing when a human is needed and routing customers to the right expert. This intelligent routing ensures that human resources are used effectively, enhancing productivity.
The hybrid human-AI workforce is indeed the path of the future, as suggested by a study. Companies are recognising this potential, with notable players like Expertise, Beam AI, and Ericsson integrating AI agents into their services. Expertise, for instance, has launched its AI sales assistant, while Beam AI offers self-learning agents. Ericsson is integrating Agentic AI into its NetCloud platform for enterprise 5G networks, with product launches planned for 2025.
However, it's not all smooth sailing. Escalations from AI agent to human personnel have increased from 22% in Q1 to 32% in Q2, suggesting a need for further refinement in AI capabilities.
AI agents are fundamentally changing the way businesses work, according to Salesforce. They are making operations more efficient, customer experiences more satisfying, and human resources more productive. As AI technology continues to evolve, we can expect to see even more transformative changes in the business landscape.
In the words of Inzerillo, AI agents are not just tools; they are revolutionising the way businesses and consumers interact, acting as force multipliers for both. The future of work is undoubtedly hybrid, and AI agents are set to play a crucial role in this new era.
