59% of Service professionals expect AI to have the greatest impact on customer experience. % 25 59% % 8 % Customer Experience 8 Overall Effectiveness Opportunity Qualification Reputation Building When it comes to customer service, a seamless Service Wants to experience means self-service. Technology-driven changes in customer preferences are demanding 24/7 Solve Problems, support that goes beyond Salesforce Community Cloud and customer portals. Real-time messaging is already a standard of digital engagement for customer service Not Search for agents using Service Cloud Einstein and Lightning Snap-ins to integrate in-app chats across mobile and web experiences. 15% of service organizations have Answers invested in AI self-service capabilities as they look to add a conversational interface that can automatically retrieve insights from Salesforce data; anticipate needs by customer history, context, preferences, and search history; and deliver proactive alerts and relevant offers, escalating issues to a live agent when necessary. For Service professionals, AI provides valuable context to delivering quality customer experiences across all channels. 28 Service The State of Salesforce