AI agent use is exploding … here’s a summary of my recent post at Forbes:
Since January, the use of AI agents in customer service has surged, growing 22 times (a compound annual growth rate of ~2,199%) according to Salesforce. The number of deployed agents has more than doubled in that same period. Moreover, when given the option, 94% of consumers prefer AI agents over human agents for support interactions. The growth is especially strong in sectors like travel, hospitality, finance, and retail. The article argues this marks a tipping point: AI agents are no longer niche pilot projects but becoming core infrastructure in customer service.