For customer service leaders, AI and automation are no longer ‘nice to have’. For service organizations to balance duelling priorities around customer expectations and cost reduction, AI and automation have become a new imperative.

Using data from Salesforce's largest Service survey of 8,000+ agents & leaders, this guide explores the real impact automation and AI are having on customer service:

• How automation fosters efficient customer service
• The productivity benefits of AI for service teams
• How automation and AI enable personalized service via a unified view of the customer

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