AI Agents to Manage Half of Customer Service Calls by 2027

By 2027, AI agents are expected to manage half of all customer service calls, up from one-third reported in 2025. This shift marks a significant change in how businesses, especially small and mid-sized ones (SMBs), use technology to boost efficiency and enhance customer satisfaction.

The emergence of AI agents in customer service signifies a major transformation as these tools evolve from merely answering queries to autonomously resolving problems. A report by Salesforce predicts that the proportion of service calls handled by AI will hit 50% within two years. This trend emphasizes the increasing dependence on AI and the competitive advantage it affords businesses that implement these technologies.

SMB Adoption of AI Agents

AI agents are no longer the exclusive domain of large enterprises; SMBs are increasingly incorporating these technologies into their customer service frameworks. A survey by PwC indicates that two-thirds of businesses using AI agents have experienced measurable productivity gains, while over half have noted cost savings and improved decision-making. Notably, 54% of these businesses attribute enhanced customer experiences to AI agents.

As consumer expectations shift, businesses must adapt quickly across various communication channels, including chat, email, and social media. For many SMBs, hiring enough staff to provide 24/7 service is not feasible. Basic chatbots may offer a low-cost solution but often fall short of effectively addressing customer needs. In contrast, AI agents can manage complex, multi-step interactions without the need for a large support team.

Competitive Advantage and Market Outlook

The urgency for SMBs to adopt AI agents is reinforced by survey results showing that nearly three-quarters of executives believe their AI strategies will provide a significant competitive edge within the next year. This sentiment is fueling concerns among almost half of the surveyed executives about falling behind not only enterprise rivals but also other SMBs.

Selecting the right AI agent platform can be challenging for many SMBs. Understanding the distinctions between traditional chatbots and true AI agents is essential. While chatbots typically handle basic interactions, genuine AI agents can reason, perform tasks, and resolve issues independently. This difference is vital for SMBs aiming to make informed investments in customer service technology.

Key Considerations for Selecting an AI Agent

When assessing AI agent platforms, SMBs should focus on several key factors to ensure the selected solution meets their needs:

1. Resolution Capability: Determine if the platform can independently resolve customer issues or merely triage them to human agents. Look for documented resolution rates based on actual customer interactions.
2. Omnichannel Support: Choose a platform that operates seamlessly across multiple communication channels, ensuring a consistent customer experience regardless of contact method.
3. User-Friendly Design: The platform should enable non-technical team members to make updates and adjustments, minimizing reliance on engineering support.
4. Integration Potential: Confirm that the AI agent can connect with existing systems such as CRM or helpdesk software to provide comprehensive assistance.
5. Governance and Compliance: Investigate the governance measures in place, especially regarding sensitive customer data. Platforms should offer transparency in their decision-making processes.
6. Scalability: Select a platform that can grow with the business, accommodating increased support volume and additional channels without requiring disruptive changes.

Notable AI Agent Platforms

Several platforms stand out for their autonomous AI capabilities:

• Zendesk: Known for its strong governance and support across various channels, Zendesk's AI for customer service is tailored for SMBs seeking reliability without complex infrastructure.
• Tidio Lyro: This accessible option for SMBs manages conversations across multiple channels while performing tasks like checking order statuses.
• Fin (formerly Intercom): Capable of addressing over half of customer inquiries without human intervention, it integrates well with popular business tools, making it a solid choice for existing users of those systems.
• GorgiasAI: Designed for ecommerce, GorgiasAI assists with a range of customer inquiries related to orders and product recommendations, offering relevant real-time data.
• Freshdesk: Freshworks' Freddy AI Agent operates independently across multiple support channels, making it suitable for mid-sized SMBs looking to progress beyond basic automation.

To start implementing AI agents, SMBs should begin with low-stakes interactions, such as handling common queries like order statuses. Establishing clear metrics for success, including resolution rates and customer satisfaction scores, will help evaluate the AI agent's effectiveness after implementation.

As AI technology advances, customer expectations will rise accordingly. By 2027, the ability of AI agents to resolve customer issues will likely be a key factor in business success. SMBs that embrace this transformation will enhance their service capabilities and cultivate stronger customer relationships through timely and effective support.