How many companies use AI in customer service?

Most service organizations now use or test it. Five9 found that 92% of organizations in the U.S., U.K. and Germany had implemented or piloted AI in customer service in 2026, and service professionals surveyed by Salesforce estimate AI handles 30% of cases today and will handle 50% by 2027. Across all EU businesses, Eurostat counts 20.0% using any AI in 2025.

Do customers want to use chatbots for customer service?

Fewer than vendors hope. Gartner's 2026 survey found 49% of customers would have used a chatbot if offered, but only 7% actually did in their latest service interaction, and only 27% would try again after a bad experience. Twilio found 59% of consumers satisfied with conversational AI, compared with 90% of business leaders who believe customers are satisfied.

Do customers still want to talk to a human agent?

Yes, as a guaranteed option. Gartner reports that 87% of customers say access to a human agent is essential when companies use generative AI, and 78% of consumers in Twilio's research want to be able to switch from an AI agent to a person. Verint finds 61% prefer a human, though 69% would accept automated service if it fully resolved their issue.

What is the preferred customer service channel?

It depends on age. Five9's 2026 survey found phone is still the most preferred channel overall, picked by 66% of the Silent Generation and 47% of Baby Boomers but only 23% of Gen Z. Verint found 73% of U.S. consumers prefer digital channels over phone, and 78% would trade their preferred channel for the fastest resolution.

How fast do top support teams respond?

Freshworks' 2025 benchmark found top performing teams average first responses under 20 seconds on messaging channels. It also reported ticket resolution averaging 36 hours at companies without AI assistance against 32 minutes at companies using AI extensively. Zendesk found 74% of consumers now expect support around the clock.

Is AI replacing customer service agents?

Not quickly so far. Gartner found only 20% of service leaders had cut agent staffing because of AI, while 85% are adding tasks to agent roles. The Bureau of Labor Statistics projects a 5% decline in customer service representative jobs from 2025 to 2035, from about 2.7 million jobs, with about 289,500 openings a year still expected.

Statistics · 54 sourced figures

Customer Service Software Statistics 2026

This page collects figures on the software and practices behind customer service: how many support teams use AI, help desks and chatbots, what they spend and get back, how customers feel about bots and human agents, which channels they prefer, how fast teams respond and resolve issues, and what is happening to the customer service workforce. It draws on Gartner and Forrester research, surveys run by service software vendors that publish their sample and dates (Salesforce, Zendesk, Five9, Twilio, Verint, Freshworks, SurveyMonkey), benchmark studies from SQM Group and Customer Care Measurement & Consulting, the American Customer Satisfaction Index, Pew Research Center, Eurostat, the U.S. Bureau of Labor Statistics, the Consumer Financial Protection Bureau and an NBER study. Most figures describe 2025 and 2026 in the U.S. or in global samples; a few older points are labeled with their year.

By the TopToolAdvisor research desk · Updated November 5, 2026 · 54 figures from 22 sources

Quick answer

AI is now standard in customer service software: 92% of organizations have implemented or piloted AI in service (Five9, 2026) and service teams estimate AI already handles 30% of cases, a share they expect to reach 50% by 2027 (Salesforce). Customers are less convinced: only 7% used a chatbot in their latest service interaction and 87% say access to a human agent is essential when companies use generative AI (Gartner, 2026). Speed is the main lever, with 78% of customers putting the fastest resolution ahead of their preferred channel (Verint, 2026).

Key figures

92%In Five9's 2026 survey of 600 customer experience and contact center decision makers in the U.S., U.K. and Germany, 92% of organizations had implemented or piloted AI use cases in customer service.Five9
30%Service professionals in Salesforce's 2025 State of Service survey of 6,500 respondents estimated that 30% of customer service cases are currently handled by AI.Salesforce
24%Only 24% of service and support leaders in that Gartner research demonstrated positive financial returns across their AI use cases.Gartner
7%In Gartner's survey of 3,566 B2B and B2C customers in February and March 2026, 49% said they would have used a chatbot if offered, but only 7% used a chatbot or digital assistant in their most recent service interaction.Gartner
87%In Gartner's 2026 survey of 3,566 customers, 87% said access to a human agent is essential when companies use generative AI in customer service.Gartner
78%In Verint's 2026 survey of 5,000 U.S. consumers, 78% prioritized the fastest resolution over using their preferred channel.Verint
76.7The American Customer Satisfaction Index fell 0.3% to 76.7 on a 100-point scale in the first quarter of 2026.American Customer Satisfaction Index
20%Only 20% of customer service leaders in Gartner's October 2025 survey of 321 leaders had reduced agent staffing because of AI.Gartner

What the figures show

Adoption is no longer the question. Five9 found that 92% of organizations in the U.S., U.K. and Germany have implemented or piloted AI in customer service, and service professionals surveyed by Salesforce estimate that AI already handles 30% of cases. Gartner reports that service and support leaders put a median 12% of their 2025 budget into AI, more than any other business function it assessed, and 91% feel pressure from executives to implement it. Broader business data put this in context: Eurostat counts 20.0% of EU enterprises with 10 or more employees using any AI in 2025, so heavy use in service departments sits on top of a still modest base across the economy.

Returns and customer acceptance lag behind spending. Only 24% of service leaders in Gartner's 2026 research could show positive financial returns across their AI use cases. On the customer side, Gartner found that 49% would have been willing to use a chatbot but only 7% actually used one in their latest service interaction, and only 27% would try a chatbot again after a bad experience. Twilio shows the gap from both ends: 90% of business leaders think customers are satisfied with conversational AI, while 59% of consumers say they are.

The human option remains a requirement rather than a nice extra. Gartner reports that 87% of customers see access to a human agent as essential when companies use generative AI, Twilio finds that 78% want to be able to switch from an AI agent to a person, and Five9 finds that 83% of consumers still have to repeat themselves at least sometimes after a transfer. Yet customers are pragmatic: Verint finds 69% would switch to automated service if it fully resolved their issue, and 72% of Twilio's respondents would pick an AI agent if it were guaranteed to be faster. Speed and resolution, not the channel itself, drive satisfaction.

Service quality overall is under strain. The American Customer Satisfaction Index fell to 76.7 in the first quarter of 2026 while complaints rose 16%, and Customer Care Measurement & Consulting finds 77% of U.S. customers had a product or service problem in the past year, with only 40% of complainants fully satisfied with the outcome. For the workforce, BLS projects a 5% decline in customer service representative jobs from 2025 to 2035, but Gartner finds only 20% of service leaders have cut agent staffing because of AI so far, and 85% are adding tasks to agent roles instead.

How many customer service teams use AI

1.92%
In Five9's 2026 survey of 600 customer experience and contact center decision makers in the U.S., U.K. and Germany, 92% of organizations had implemented or piloted AI use cases in customer service.
Five9, New Five9 Research: AI Adoption in CX Hits 92%, but Consumer Trust Still Depends on the Human (Jun 2026)
Source quote
The global study found that 92% of organizations have already implemented or piloted AI use cases in customer service.
2.30%
Service professionals in Salesforce's 2025 State of Service survey of 6,500 respondents estimated that 30% of customer service cases are currently handled by AI.
Salesforce, AI Expected to Resolve Half of Service Cases by 2027, Data Shows (Nov 2025)
Source quote
Service teams estimate 30% of cases are currently handled by AI.
3.50%
The same Salesforce respondents projected that AI will handle 50% of service cases by 2027.
Salesforce, AI Expected to Resolve Half of Service Cases by 2027, Data Shows (Nov 2025)
Source quote
By 2027, as AI agents — or digital labor — gain momentum, they project that figure will reach 50%.
4.32%
Freshworks' 2025 Customer Service Benchmark Report found that about one in three companies (32%) were using AI tools to support customers.
Freshworks, Simplicity and speed: How top customer support teams are thriving with AI (May 2025)
Source quote
Already, 1 in 3 companies (32%) are using AI tools to support customers.
5.63%
Twilio's 2025 conversational AI research found 63% of organizations in the final or complete stages of developing conversational AI for customer service and sales.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
The report shows rapid adoption of conversational AI for customer service and sales, with 63% of organizations in either the final or complete stages of development, and 85% of consumers reporting interactions with an AI agent within the past three months.
6.20.0%
Across the EU, 20.0% of enterprises with 10 or more employees used any AI technology in 2025, up from 13.5% in 2024, according to Eurostat.
Eurostat, 20% of EU enterprises use AI technologies (Dec 2025)
Source quote
In 2025, 20.0% of EU enterprises with 10 or more employees used artificial intelligence (AI) technologies to conduct their business, showing a solid growth of 6.5 percentage points (pp) from 13.5% in 2024.
7.11.8%
Analyzing written language, the kind of AI used to read and route customer messages, was the most common AI use among EU enterprises in 2025 at 11.8%.
Eurostat, 20% of EU enterprises use AI technologies (Dec 2025)
Source quote
The most common use of AI technology by EU enterprises was to analyse written language (11.8%).

Chart

Most common AI uses among EU enterprises, 2025

Share of EU enterprises with 10 or more employees, 2025.

Analyse written language11.8%
Generate pictures, video or audio9.5%
Generate written or spoken language8.8%
Convert speech to machine-readable text7.2%

Source: Eurostat, 20% of EU enterprises use AI technologies

AI budgets, pressure and returns in service

8.91%
In a Gartner survey of 321 customer service and support leaders conducted in October 2025, 91% reported pressure from executive leadership to implement AI in 2026.
Gartner, Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026 (Feb 2026)
Source quote
Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026
9.12%
Service and support leaders invested a median 12% of their 2025 budget in AI, the highest of 10 business functions in a Gartner survey of 1,303 senior leaders run from January to April 2026.
Gartner, Gartner Survey Finds Customers Are Three Times More Likely to Use Third-Party GenAI Than Company-Provided Chatbots for Customer Service (Jul 2026)
Source quote
According to a separate Gartner survey of 1,303 senior leaders across various industries, conducted in January through April 2026, service and support leaders invested a median of 12% of their 2025 budget in AI, the highest amount among the 10 business functions assessed.
10.24%
Only 24% of service and support leaders in that Gartner research demonstrated positive financial returns across their AI use cases.
Gartner, Gartner Survey Finds Customers Are Three Times More Likely to Use Third-Party GenAI Than Company-Provided Chatbots for Customer Service (Jul 2026)
Source quote
However, only 24% of service and support leaders demonstrated positive financial returns across their AI use cases.
11.30%
Forrester predicts that 30% of enterprises will create parallel AI functions that mirror human customer service roles in 2026.
Forrester, Predictions 2026: AI Gets Real For Customer Service, But It's Not Glamorous Work (Oct 2025)
Source quote
Forrester predicts that 30% of enterprises will create parallel AI functions that mirror human service roles.
12.10%
Forrester also predicts that one in four brands will see a 10% increase in successful simple self-service interactions by the end of 2026.
Forrester, Predictions 2026: AI Gets Real For Customer Service, But It's Not Glamorous Work (Oct 2025)
Source quote
Forrester predicts that one in four brands will see a 10% increase in successful simple self-service interactions by the end of 2026.
13.78%
Forrester cites 78% of AI decision makers who find AI outputs trustworthy as a driver of wider chatbot and voice agent deployment in service.
Forrester, Predictions 2026: AI Gets Real For Customer Service, But It's Not Glamorous Work (Oct 2025)
Source quote
78% of AI decision-makers find AI outputs trustworthy

How customers use chatbots and AI in support

14.7%
In Gartner's survey of 3,566 B2B and B2C customers in February and March 2026, 49% said they would have used a chatbot if offered, but only 7% used a chatbot or digital assistant in their most recent service interaction.
Gartner, Gartner Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience (Sep 2026)
Source quote
While 49% of customers said they would have been willing to use a chatbot if the company had provided one, only 7% used a chatbot or digital assistant during their most recent service interaction.
15.27%
Only 27% of customers in the same 2026 Gartner survey would be willing to try a chatbot again after a negative experience.
Gartner, Gartner Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience (Sep 2026)
Source quote
Only 27% said they would be willing to try a chatbot again after a negative experience.
16.58%
Among customers who use generative AI, 58% have used it to complete a service task on their behalf, according to Gartner's 2026 customer survey.
Gartner, Gartner Survey Finds Customers Are Three Times More Likely to Use Third-Party GenAI Than Company-Provided Chatbots for Customer Service (Jul 2026)
Source quote
Among customers who use GenAI, 58% said they have used it to complete a task on their behalf.
17.85%
In Twilio's 2025 research, 85% of consumers reported interacting with an AI agent within the past three months.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
The report shows rapid adoption of conversational AI for customer service and sales, with 63% of organizations in either the final or complete stages of development, and 85% of consumers reporting interactions with an AI agent within the past three months.
18.59%
While 90% of business leaders in Twilio's 2025 research believed customers were satisfied with their conversational AI, only 59% of consumers reported satisfaction.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
While an overwhelming 90% of business leaders believe their customers are satisfied with their conversational AI experiences, only 59% of consumers report satisfaction.
19.44%
In Pew Research Center's February 2026 survey of 5,119 U.S. adults, 44% said they use ChatGPT, up from 34% a year earlier, which shapes what customers expect from company chatbots.
Pew Research Center, Americans and AI 2026: Chatbots, Smart Devices and Views on Impact (Jun 2026)
Source quote
A little under half of U.S. adults (44%) now report using the chatbot, up from 34% last year.
20.37%
The Consumer Financial Protection Bureau estimated that about 37% of the U.S. population, over 98 million people, engaged with a bank's chatbot in 2022 (older data, shown as a baseline).
Consumer Financial Protection Bureau, Chatbots in consumer finance (Jun 2023)
Source quote
In 2022, over 98 million users (approximately 37% of the U.S. population) engaged with a bank’s chatbot.
21.86%
In Verint's survey of 5,000 U.S. consumers in early 2025, 86% recognized benefits of AI in customer service, rising to 98% among 18 to 34 year olds.
Verint, New Study Reveals 2025 as the Year AI-Powered CX Delivers Real-World Value (2025)
Source quote
A staggering 86% of consumers recognize the benefits of AI in customer service, with 18-to-34-year-olds leading the charge at 98%.

Chart

Satisfaction with conversational AI: leaders' view vs consumers

Twilio global survey of consumers and business leaders, published November 2025.

Business leaders who think customers are satisfied90%
Consumers who report satisfaction59%

Source: Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps

Human agents, handoffs and trust in AI service

22.87%
In Gartner's 2026 survey of 3,566 customers, 87% said access to a human agent is essential when companies use generative AI in customer service.
Gartner, Gartner Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience (Sep 2026)
Source quote
Gartner found that 87% of customers say access to a human agent is essential when companies use GenAI in customer service.
23.54%
In a Gartner survey of 5,801 U.S. customers in early 2025, 54% trusted human agents more than AI for product or service recommendations, against 32% who trusted AI more.
Gartner, Gartner Survey Finds 85% of Service and Support Leaders Are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs (Apr 2026)
Source quote
In a separate Gartner customer survey of 5,801 customers in the U.S. conducted from January - February 2025, 54% of customers said they trust human agents more than AI for product or service recommendations, compared with 32% who trust AI more
24.78%
In Twilio's 2025 research, 78% of consumers said it is important to be able to switch from an AI agent to a human, while 83% of business leaders believed conversational AI can replace human agents.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
83% of business leaders believe conversational AI can replace human agents, but 78% of consumers say it is important to be able to switch from an AI agent to a human agent.
25.15%
Only 15% of consumers in Twilio's 2025 research had experienced a smooth handoff from an AI agent to a human agent.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
Only 15% of consumers reported experiencing a seamless handoff from AI to human agents.
26.83%
In Five9's April 2026 survey of 3,000 consumers in the U.S., U.K. and Germany, 83% said they still have to repeat themselves at least sometimes after being transferred from AI to a human.
Five9, New Five9 Research: AI Adoption in CX Hits 92%, but Consumer Trust Still Depends on the Human (Jun 2026)
Source quote
Nearly all decision-makers say their organization preserves context during AI-to-human handoffs, yet 83% of consumers say they still have to repeat themselves at least sometimes after being transferred
27.61%
In Verint's 2026 survey of 5,000 U.S. consumers, 61% preferred speaking to a human agent, but 69% would switch to automated service if it could fully resolve their issue.
Verint, New Verint Survey Reveals Rising Customer Service Expectations: 79% Would Switch After One Bad Experience (May 2026)
Source quote
While 61% currently prefer speaking to a human agent, 69% say they would switch to automated service if it could fully resolve their issue.
28.79%
SurveyMonkey's 2025 study found that 79% of Americans strongly prefer interacting with a human over an AI agent in customer service.
SurveyMonkey, Customer service statistics (Feb 2026)
Source quote
Our 2025 CX-focused study on AI customer service statistics tells us that four in five (79%) Americans strongly prefer interacting with a human over an AI agent
29.95%
In Zendesk's CX Trends 2026 survey of 6,182 consumers in 22 countries, 95% expected an explanation for decisions made by AI.
Zendesk, Contextual intelligence becomes the new standard for exceptional customer experience in 2026 (Nov 2025)
Source quote
79% of consumers say plain-language reasoning is important, 95% expect an explanation for AI-made decisions, and 80% of CX leaders agree AI transparency will be required for any customer-facing AI within two years.

Support channels and response time expectations

30.47%
Phone was the most preferred customer service channel overall in Five9's 2026 consumer survey, chosen by 47% of Baby Boomers but only 23% of Gen Z.
Five9, New Five9 Research: AI Adoption in CX Hits 92%, but Consumer Trust Still Depends on the Human (Jun 2026)
Source quote
Phone remains the most preferred customer service channel overall, and that preference increases steadily with age, rising from 23% of Gen Z consumers to 33% of Gen X consumers, 47% of Baby Boomers, and 66% of consumers in the Silent Generation.
31.73%
In Verint's early 2025 survey of 5,000 U.S. consumers, 73% preferred digital channels over the phone, rising to 89% among 18 to 34 year olds.
Verint, New Study Reveals 2025 as the Year AI-Powered CX Delivers Real-World Value (2025)
Source quote
Digital Dominates: 73% of consumers prefer digital channels over phone.
32.78%
In Verint's 2026 survey of 5,000 U.S. consumers, 78% prioritized the fastest resolution over using their preferred channel.
Verint, New Verint Survey Reveals Rising Customer Service Expectations: 79% Would Switch After One Bad Experience (May 2026)
Source quote
Speed wins above everything else: 78% of customers prioritize the fastest resolution over using their preferred channel, making speed the single biggest driver of great CX.
33.74%
In Zendesk's CX Trends 2026 research, 74% of consumers said they now expect 24/7 customer service because of AI.
Zendesk, Contextual intelligence becomes the new standard for exceptional customer experience in 2026 (Nov 2025)
Source quote
High-maturity firms report that AI materially accelerates first-reply and full-resolution speed, helping brands meet the rising expectations of modern customers, while 74% of consumers now expect 24/7 service due to AI.
34.81%
In the same Zendesk research, 81% of consumers wanted agents to continue a conversation without backtracking when they switch channels or agents.
Zendesk, Contextual intelligence becomes the new standard for exceptional customer experience in 2026 (Nov 2025)
Source quote
Consumers now expect service that picks up where they left off: 81% want agents to continue the conversation without backtracking, and 74% are frustrated when they have to repeat information.
35.20 seconds
Freshworks' 2025 benchmark found that top performing support teams averaged first response times under 20 seconds across messaging channels.
Freshworks, Simplicity and speed: How top customer support teams are thriving with AI (May 2025)
Source quote
Across all messaging channels, trendsetters are seeing first-response times under 20 seconds on average.
36.32 minutes
Freshworks reported average resolution times for service tickets of 36 hours at companies without AI assistance, against 32 minutes at companies using AI extensively.
Freshworks, Simplicity and speed: How top customer support teams are thriving with AI (May 2025)
Source quote
Average resolution time for service tickets: Companies without AI assistance: 36 hours Those using AI extensively: 32 minutes
37.72%
In Twilio's 2025 research, 72% of consumers would pick an AI agent over a human agent if the issue was guaranteed to be solved faster, even though 69% prefer real people.
Twilio, Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025)
Source quote
69% of consumers prefer interacting with real people, but 63% believe an AI agent is better at responding faster, and 72% would pick an AI agent over a human agent if the issue was guaranteed to be solved faster.

Chart

Consumers who prefer the phone for customer service, by generation

Five9 survey of 3,000 consumers in the U.S., U.K. and Germany, April 2026.

Gen Z23%
Gen X33%
Baby Boomers47%
Silent Generation66%

Source: Five9, New Five9 Research: AI Adoption in CX Hits 92%, but Consumer Trust Still Depends on the Human

Service quality, resolution and complaints

38.76.7
The American Customer Satisfaction Index fell 0.3% to 76.7 on a 100-point scale in the first quarter of 2026.
American Customer Satisfaction Index, National ACSI Q1 2026 (May 2026)
Source quote
In the first quarter of 2026, the American Customer Satisfaction Index (ACSI®) fell 0.3% to a score of 76.7 (100-point scale) on an annual basis.
39.16%
Customer complaints tracked by the ACSI rose 16% in the first quarter of 2026 to record levels.
American Customer Satisfaction Index, National ACSI Q1 2026 (May 2026)
Source quote
Customer complaints have now reached record levels, surging by 16% in the first quarter.
40.77%
In the 2025 National Customer Rage Survey, 77% of U.S. customers had experienced a product or service problem in the past year.
Customer Care Measurement & Consulting, Reflections on the 2025 National Customer Rage Survey (2025)
Source quote
77% of customers reported experiencing a product or service problem in the past year—a rate that has more than doubled since 1976.
41.40%
Only 40% of complainants in the 2025 National Customer Rage Survey were delighted or completely satisfied with how their issue was resolved.
Customer Care Measurement & Consulting, Reflections on the 2025 National Customer Rage Survey (2025)
Source quote
Currently, 40% of complainants report being delighted or completely satisfied with how their issues were resolved.
42.$596 billion
Customer Care Measurement & Consulting estimates the revenue at risk from poor complaint handling in the U.S. at $596 billion in 2025.
Customer Care Measurement & Consulting, Reflections on the 2025 National Customer Rage Survey (2025)
Source quote
Our 2025 update calculates the stakes of lousy complaint handling at $596 billion in revenue risk
43.71%
The average call center resolves 71% of calls on first contact in SQM Group's benchmark, with results ranging from about 40% to 91%.
SQM Group, First Call Resolution Benchmark: Measure, Benchmark, and Improve with AI (2026)
Source quote
Overall, SQM benchmarking shows that call center FCR performance ranges from approximately 40% to 91% , with the average call center achieving 71% FCR .
44.56%
Telecom call centers have the lowest average first call resolution in SQM Group's benchmark at 56%, followed by tech support at 64%.
SQM Group, First Call Resolution Benchmark: Measure, Benchmark, and Improve with AI (2026)
Source quote
At the other end of the spectrum, Telco has the lowest average FCR at 56% , followed by Tech Support at 64% , reflecting the greater challenge of resolving more complex customer issues on the first contact.
45.79%
In Verint's 2026 survey of 5,000 U.S. consumers, 79% would switch to a competitor after a single negative customer experience.
Verint, New Verint Survey Reveals Rising Customer Service Expectations: 79% Would Switch After One Bad Experience (May 2026)
Source quote
New survey research from Verint ® reveals 79% of respondents would switch to a competitor after a single negative customer experience.

Chart

Average first call resolution by industry

SQM Group call center benchmark, 2026 edition.

Retail77%
Insurance75%
Not-for-profit73%
Tech support64%
Telecom56%

Source: SQM Group, First Call Resolution Benchmark: Measure, Benchmark, and Improve with AI

Customer service agents and the workforce

46.2.7 million
Customer service representatives held about 2.7 million jobs in the U.S. in 2025, according to the Bureau of Labor Statistics.
U.S. Bureau of Labor Statistics, Customer Service Representatives: Occupational Outlook Handbook (2026)
Source quote
Customer service representatives held about 2.7 million jobs in 2025.
47.5%
BLS projects U.S. employment of customer service representatives to decline 5% from 2025 to 2035, while employment across all occupations grows 3%.
U.S. Bureau of Labor Statistics, Customer Service Representatives: Occupational Outlook Handbook (2026)
Source quote
Employment of customer service representatives is projected to decline 5 percent from 2025 to 2035.
48.289,500
BLS still expects about 289,500 openings for customer service representatives each year on average through 2035, mostly to replace workers who leave.
U.S. Bureau of Labor Statistics, Customer Service Representatives: Occupational Outlook Handbook (2026)
Source quote
Despite declining employment, about 289,500 openings for customer service representatives are projected each year, on average, over the decade.
49.$21.53
The median hourly wage for U.S. customer service representatives was $21.53 in May 2025.
U.S. Bureau of Labor Statistics, Customer Service Representatives: Occupational Outlook Handbook (2026)
Source quote
The median hourly wage for customer service representatives was $21.53 in May 2025.
50.14%
In an NBER study of customer support agents, access to a generative AI assistant raised issues resolved per hour by 14% on average and by 34% for novice and low-skilled agents (study data from 2020 to 2021).
National Bureau of Economic Research, Generative AI at Work (Apr 2023)
Source quote
Access to the tool increases productivity, as measured by issues resolved per hour, by 14% on average, including a 34% improvement for novice and low-skilled workers but with minimal impact on experienced and highly skilled workers.
51.20%
Service reps using AI spend 20% less time on routine cases, about four hours a week, according to Salesforce's 2025 State of Service survey.
Salesforce, AI Expected to Resolve Half of Service Cases by 2027, Data Shows (Nov 2025)
Source quote
Reps using AI spend 20% less time on routine cases — freeing up an estimated four hours per week for more complex work.
52.20%
Only 20% of customer service leaders in Gartner's October 2025 survey of 321 leaders had reduced agent staffing because of AI.
Gartner, Gartner Survey Finds Only 20% of Customer Service Leaders Report AI-Driven Headcount Reduction (Dec 2025)
Source quote
While there is widespread speculation that AI will drastically reduce customer service headcount, currently only 20% of leaders have reduced agent staffing due to AI, according to a survey by Gartner, Inc, a business and technology insights company.
53.85%
In Gartner's survey of 321 service leaders from September to October 2025, 85% were adding new tasks and responsibilities to frontline agent roles and 75% were moving agents into new roles.
Gartner, Gartner Survey Finds 85% of Service and Support Leaders Are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs (Apr 2026)
Source quote
The survey found that 85% of service leaders are adding new tasks and responsibilities to frontline agent roles, while 75% are shifting agents into entirely new roles within the service and support organization.
54.58%
58% of service leaders in Gartner's October 2025 survey aim to upskill agents into knowledge management specialists to keep content accurate for AI and self-service.
Gartner, Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026 (Feb 2026)
Source quote
The survey showed 58% of service leaders aim to upskill agents into knowledge management specialists, acknowledging the need for accurate, continually updated content to support both AI systems and customer self-service interactions.

Common questions

How many companies use AI in customer service?: Most service organizations now use or test it. Five9 found that 92% of organizations in the U.S., U.K. and Germany had implemented or piloted AI in customer service in 2026, and service professionals surveyed by Salesforce estimate AI handles 30% of cases today and will handle 50% by 2027. Across all EU businesses, Eurostat counts 20.0% using any AI in 2025.
Do customers want to use chatbots for customer service?: Fewer than vendors hope. Gartner's 2026 survey found 49% of customers would have used a chatbot if offered, but only 7% actually did in their latest service interaction, and only 27% would try again after a bad experience. Twilio found 59% of consumers satisfied with conversational AI, compared with 90% of business leaders who believe customers are satisfied.
Do customers still want to talk to a human agent?: Yes, as a guaranteed option. Gartner reports that 87% of customers say access to a human agent is essential when companies use generative AI, and 78% of consumers in Twilio's research want to be able to switch from an AI agent to a person. Verint finds 61% prefer a human, though 69% would accept automated service if it fully resolved their issue.
What is the preferred customer service channel?: It depends on age. Five9's 2026 survey found phone is still the most preferred channel overall, picked by 66% of the Silent Generation and 47% of Baby Boomers but only 23% of Gen Z. Verint found 73% of U.S. consumers prefer digital channels over phone, and 78% would trade their preferred channel for the fastest resolution.
How fast do top support teams respond?: Freshworks' 2025 benchmark found top performing teams average first responses under 20 seconds on messaging channels. It also reported ticket resolution averaging 36 hours at companies without AI assistance against 32 minutes at companies using AI extensively. Zendesk found 74% of consumers now expect support around the clock.
Is AI replacing customer service agents?: Not quickly so far. Gartner found only 20% of service leaders had cut agent staffing because of AI, while 85% are adding tasks to agent roles. The Bureau of Labor Statistics projects a 5% decline in customer service representative jobs from 2025 to 2035, from about 2.7 million jobs, with about 289,500 openings a year still expected.

How we picked these figures

We chose figures from analyst firms (Gartner, Forrester), surveys published by the customer service software vendors that ran them and that state their sample and dates (Salesforce, Zendesk, Five9, Twilio, Verint, Freshworks, SurveyMonkey), benchmark studies (SQM Group, Customer Care Measurement & Consulting), the American Customer Satisfaction Index, Pew Research Center, Eurostat, the U.S. Bureau of Labor Statistics, the Consumer Financial Protection Bureau and an NBER working paper. Each figure links to its source and quotes the sentence that contains it. Vendor surveys tend to sample organizations and consumers who already use digital service tools, and some vendors have an interest in AI adoption, so treat their shares as upper bounds rather than market wide rates. Samples differ in country, size and wording: Gartner, Twilio and Zendesk survey global or multi-country samples, Verint, Pew, ACSI and Customer Care Measurement & Consulting cover the U.S., and Five9 covers the U.S., U.K. and Germany. Salesforce case shares are estimates by service staff, Forrester and Gartner forecasts are predictions, and Freshworks speed figures compare top performers with others. The CFPB and NBER figures are older and are labeled with their years. Each quote is copied from the original publisher and fetched again by a script to confirm it still appears there. See the methodology.

Sources

American Customer Satisfaction Index. National ACSI Q1 2026 (May 2026).
Consumer Financial Protection Bureau. Chatbots in consumer finance (Jun 2023).
Customer Care Measurement & Consulting. Reflections on the 2025 National Customer Rage Survey (2025).
Eurostat. 20% of EU enterprises use AI technologies (Dec 2025).
Five9. New Five9 Research: AI Adoption in CX Hits 92%, but Consumer Trust Still Depends on the Human (Jun 2026).
Forrester. Predictions 2026: AI Gets Real For Customer Service, But It's Not Glamorous Work (Oct 2025).
Freshworks. Simplicity and speed: How top customer support teams are thriving with AI (May 2025).
Gartner. Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026 (Feb 2026).
Gartner. Gartner Survey Finds Customers Are Three Times More Likely to Use Third-Party GenAI Than Company-Provided Chatbots for Customer Service (Jul 2026).
Gartner. Gartner Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience (Sep 2026).
Gartner. Gartner Survey Finds 85% of Service and Support Leaders Are Expanding Human Agent Responsibilities Despite Expectations of Mass AI Layoffs (Apr 2026).
Gartner. Gartner Survey Finds Only 20% of Customer Service Leaders Report AI-Driven Headcount Reduction (Dec 2025).
National Bureau of Economic Research. Generative AI at Work (Apr 2023).
Pew Research Center. Americans and AI 2026: Chatbots, Smart Devices and Views on Impact (Jun 2026).
Salesforce. AI Expected to Resolve Half of Service Cases by 2027, Data Shows (Nov 2025).
SQM Group. First Call Resolution Benchmark: Measure, Benchmark, and Improve with AI (2026).
SurveyMonkey. Customer service statistics (Feb 2026).
Twilio. Twilio's Latest Report Highlights Conversational AI's Rapid Adoption, Challenges, and Perception Gaps (Nov 2025).
U.S. Bureau of Labor Statistics. Customer Service Representatives: Occupational Outlook Handbook (2026).
Verint. New Study Reveals 2025 as the Year AI-Powered CX Delivers Real-World Value (2025).
Verint. New Verint Survey Reveals Rising Customer Service Expectations: 79% Would Switch After One Bad Experience (May 2026).
Zendesk. Contextual intelligence becomes the new standard for exceptional customer experience in 2026 (Nov 2025).

How to cite

You can link to the whole page or to any single figure. When you quote a number, please credit the organization that first published it.

TopToolAdvisor. (2026, November 5). Customer Service Software Statistics 2026. https://toptooladvisor.com/customer-service-software-statistics

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Questions or corrections: editorial@toptooladvisor.com. Next review due January 4, 2027.

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