In the first half of 2025, the adoption of AI agents soared by 119% among leading companies, according to Salesforce’s Agentic Enterprise Index. Employee interaction with these AI agents increased at an average rate of 65% monthly, with retail experiencing a remarkable growth rate of 128%. The index highlights that service organizations are leading in AI agent implementation, as the number of customer service conversations surged 22-fold in six months. Key characteristics of agentic enterprises include autonomous action, continuous learning, and goal-oriented execution with integration into business systems. Consumer engagement is also rising, with 94% of customers choosing to interact with AI. Notably, as efficiency improved, escalations to human agents increased from 22% to 32%. By 2027, 50% of service cases are projected to be resolved by AI, presenting a $450 billion opportunity by 2028, and making AI a strategic priority for 79% of CEOs.
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