Salesforce survey: 80% of service leaders say AI agents are essential despite data, trust, and collaboration hurdles

Summary

A Salesforce 2026 State of Service report surveying 6,500 service professionals across 40 countries reveals that nearly 80% of service leaders consider AI agent investment essential for meeting business demands. The article outlines three key hurdles to AI agent adoption in customer service: data fragmentation across systems, trust and governance concerns around AI decision-making, and the need for human-AI collaboration models. Despite these challenges, the report indicates strong momentum toward agentic AI in customer service operations.

Source

bskySalesforce survey: 80% of service leaders say AI agents are essential despite data, trust, and collaboration hurdleszdnet.com