Instant support reduced wait time, and a proactive problem-solving mechanism are some things that have made customers fall in love with AI agents. You would be surprised to know, according to a recent report by Salesforce, the number of companies using AI agents jumped by 119% in the first half of 2025. The report also found that 94% of consumers said they would choose to interact with an AI agent when asked.

That tells us something big: when your customers reach out for help, many of them are ready to talk to a robot. But they also want humans. Well, we could see there are different elements at play when it comes to modern– day customer interactions.

What is an AI agent in customer service

An “AI agent” means a computer-program chat buddy, voice assistant, or other tool that listens to what a customer says (or types) and responds quickly. These tools use “conversational AI” so they can answer questions in language that feels natural.

 Because of the surge in usage, we are clearly seeing strong trends in AI agent customer service trends and the conversational AI adoption rate.

 Suggested read: The AI Revolution in Customer Service: Shoppers Demand More

Why customers are speaking to robots

Here are several reasons:

• Speed: AI agents can answer quickly, often faster than waiting for a human.
• Convenience: They are available 24/7, so when someone wants help at odd hours, they are there.
• Basic tasks: If the question is simple (“What is my order status?” or “How do I reset my password?”), the AI can handle it.
• Less awkward: Some people prefer typing to talking or feel less judged when asking simple questions.

 Because of all this, the future of customer support AI is looking very bright. More companies are using these tools to handle large volumes of routine questions so their human agents can work on the trickier cases.

Humans still play a key role

Even though AI agent use is soaring, humans remain vital. The Salesforce report found human agent escalation activity rose by 10% between Q1 and Q2 2025.

 Why? Because:

• Some questions are complex or emotional and need human empathy.
• Customers may want to feel heard by a person, not just a machine.
• The combo of machine + human can create the best experience: AI handles the basics; a human takes over when needed.

This is a strong example of human-AI collaboration CX (customer experience). AI helps the human, and the human helps deliver the warmth and judgement that machines cannot.

Suggested read: The Rise of AI-Driven Customer Service: Benefits, Challenges and Best Practices

What the 119% jump really means for businesses

That big jump tells us several things:

• Many businesses are now trusting conversational AI tools in customer service.
• Customers are more willing than ever to use them.
• The customer service automation statistics show that AI agents are handling more of the routine work.

 This shift means companies need to think differently: they can no longer treat AI as just a gadget. They must integrate AI and human teams together, redesign workflows, train staff differently, and keep the human touch alive while using automation.

 Suggested read: Reimagining Customer Support: How AI is Rewriting the Rules of Service Excellence

Biggest opportunities and small risks

Opportunities:

• Companies can reduce wait time and help more people faster.
• Human agents can focus on creating loyalty, solving hard problems, and building relationships.
• Customers get an easier, smoother experience.

 Risks to watch:

• If the AI is too robotic or wrong too often, customers may get frustrated.
• If companies rely only on AI and forget humans, some customers will feel ignored.
• Data privacy and ethical use of AI are important, customers must trust the system.

When businesses balance both parts, they win. The future is a mix of automation and humans working side by side.

Suggested read: Beyond Retargeting: AI-Powered Personalized B2B Customer Journeys

What your business or you as a professional should do

If you are part of an organisation:

• Start by looking at routine customer questions, which ones could be handled by an AI agent?
• Make sure human agents are freed up to handle the emotional, high-touch issues.
• Train your team in AI agent customer service trends so they understand how to pair with machines.

If you are a professional, learning about customer service automation statistics, conversational AI adoption  rates, and the future of customer support AI can position you uniquely for career advancement.

Suggested read: Revolutionizing Customer Support: How AI-Powered Chatbots Can Improve Customer Experience

Final thoughts

That 119% jump is a signal: customers are okay to talk with robots and expect humans too. They want quick answers, smooth service, and a human when things matter. Businesses that merge AI and human teams well will stand out. If you are someone who wants to help build the future of customer support or lead a team that does, this is an exciting time.

If you want to become a certified expert in this space, consider joining the AI Customer Service certification from AI CERTs. Whether you are in business, customer service, analytics, or leadership, this certification can help you gain skills in conversational AI adoption, human-AI collaboration in  CX, and the future of customer support AI.

Download the Program Guide

Set yourself up for the next wave of customer service. Enroll Today!

Recent Blogs