The Future of Customer Service: What You Need To Know for 2025
Salesforce for Service
Reimagine service and field service for the AI era. CRM + Data + AI + Trust.
The future of customer service starts with learning what your customers expect today — a personalized and connected experience.
The catch? You need to focus on productivity and cost savings without compromising on quality.
The right technology can help. As we look ahead to the future of customer service, generative AI will play an essential role in finding cost-effective ways to meet customers’ changing expectations. Here are three emerging trends you should keep on your radar as you build your customer service strategy for 2025 and beyond.
1. Autonomous AI agents are reshaping the customer experience
Autonomous AI agents are making customer service more efficient, personalized, and responsive. Imagine an intelligent AI assistant that can anticipate customer needs, provide instant support, and even proactively resolve issues before they escalate. This isn’t just a vision for the future; it’s happening now.
AI agents continuously learn and improve from each interaction, ensuring that the support they provide becomes more accurate and relevant over time. This leads to higher customer satisfaction scores and increased loyalty. Additionally, autonomous AI agents can work around the clock, offering support whenever customers need it, regardless of time zones or business hours.
Some service leaders may be afraid that their people lack the skills to handle these emerging AI capabilities. Other leaders may have reservations about trust and reliability. There’s also the concern that implementing AI would require a major investment in infrastructure.
These fears are understandable , and all companies should practice caution and care when deploying any technology as powerful as AI. But one thing is clear: AI agents are already connecting, informing, and enriching every aspect of customer service.
Companies that remain rooted in doubt and uncertainty are almost certain to be left behind — and forward-thinking organizations are getting more done using AI in a secure, trustworthy way by grounding it on a foundation of trusted, unified data .
Tactical tip: An all-in-one platform like Service Cloud Unlimited+ can help you quickly make the most of your AI investment. Read the full article for more emerging trends.
Read the full article for more emerging trends.
In the News
领英推荐
Salesforce’s Service Cloud Digital Engagement enhancements will help contact centers unify unstructured, conversational data from disparate digital channels, departments, and devices – all within one platform. Built on the Einstein 1 Platform , these additions make it possible for service leaders to gain a more comprehensive view of customers to better deliver value in every conversation.
“With Service Cloud built on the Einstein 1 Platform, companies can bring in sales, service, and marketing data on one platform to deliver more relevant customer experiences and drive business growth.“ — Kishan Chetan , EVP & GM of Service Cloud
Learn more about how you can deliver seamless, personalized conversational experiences across channels at scale with Service Cloud Digital Engagement .
Watch the Smarter Service Starts with Knowledge virtual event and learn how this new innovation helps Service Cloud customers use AI to simultaneously decrease resolution time and lower service costs.
Want to learn more? Check out the Service Knowledge 101: How to Ramp and Fuel Your AI LinkedIn Live and learn how you can give your support team the right info, at the right time, and in the right format for customers with Unified Knowledge.
Additional Learnings
We surveyed 5,500+ field service professionals to discover how mobile workers are using AI + data to build safety, trust, and value into every service appointment.
Invest the time to improve your knowledge base and reap the rewards as AI helps your customer service team be more productive.
Visit the Serviceblazer Hub to learn best practices, keep current with trends, and network with other service and field service professionals worldwide.