Salesforce survey: AI agent adoption in customer service jumps to 66%, with 70% of companies seeing ROI within 60 days
By
Vala Afshar
Summary
A Salesforce survey of 3,075 service professionals across 13 countries reveals that AI agent adoption in customer service has surged from 39% in 2025 to 66% in 2026. 70% of companies deploying these AI agents report seeing ROI within 60 days. Despite the automation push, 77% of companies with AI agents still allow customers to connect with human agents at any point to maintain trust. The survey also highlights outcome-based resolution pricing, where companies pay only when the AI agent resolves an issue autonomously without human intervention.
Source
bskySalesforce survey: AI agent adoption in customer service jumps to 66%, with 70% of companies seeing ROI within 60 dayszdnet.comKey quotes
· 3 pulledAdoption of AI agents in customer service has grown from 39% in 2025 to 66% in 2026, according to a Salesforce survey of 3,075 service professionals.
77% of companies with AI agents allow customers to connect with human agents at any point.
Outcome-based resolution pricing means companies pay only when the AI agent resolves an issue autonomously, without human intervention.
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