Customer Service & Sales
What percentage of customer service is handled by AI?
Short Answer
50% of customer service cases are expected to be resolved by AI by 2027 — up from 30% in 2025 (Tidio, 2025).
Key Facts
- 50% — of customer service cases expected to be resolved by AI by 2027 — up from 30% in 2025 (Tidio, 2025).
- 69% — of service professionals use at least one form of AI — 39% use agentic AI specifically (Tidio (citing Salesforce), 2025).
- 79% — of service leaders say AI agent investment is essential for their organisation (Tidio, 2025).
of customer service cases expected to be resolved by AI by 2027 — up from 30% in 2025
Service professionals themselves forecast rapid growth in AI case resolution within just two years.
How widely is AI used in customer service today?
69% of service professionals use at least one form of AI and 39% specifically use agentic AI — higher than any other function. 79% of service leaders say AI agent investment is essential for their organisation, and 88% of consumers have had a conversation with a chatbot in the past year.
How well do AI agents actually perform in service?
Better than earlier chatbot generations. Wiley saw a 40%+ increase in case resolution after deploying Salesforce Agentforce, outperforming their previous bot. 90% of chatbot queries are now resolved in fewer than 11 messages, compared with much longer threads in the pre-LLM era.
What's the ceiling for service automation?
Analyst forecasts cluster around 50–65% of contact volume being AI-resolved by 2027–2028, with the remainder requiring human handoff for complex, emotional, or regulated interactions. Fully replacing the human tier isn't yet the goal of most enterprise deployments.
Supporting Data
of service professionals use at least one form of AI — 39% use agentic AI specifically
Tidio (citing Salesforce), 2025
of service leaders say AI agent investment is essential for their organisation
Tidio, 2025
of customer service cases expected to be resolved entirely by AI by 2027 — up from 30% in 2025
Tidio, 2025
of people have had a conversation with a chatbot in the past year
Exploding Topics (citing Tidio), 2025
Recommended Citation
AI Statistics Center, citing Tidio (2025). https://aistatisticscenter.com/answers/what-percentage-of-customer-service-is-automated
Free to quote with attribution. Linking back to the answer page helps readers verify the data and keeps this resource free.