2025 State of AI Agents for Customer Service
View the ReportWhat Should I Know About AI Agents in 2025?
Resolution: AI Agents Are Resolving More Tickets Than Ever
AI agents have become integral to customer support operations in 2025. Salesforce reports that its AI agents now resolve 84% of customer queries, allowing the company to reassign 2,000 support roles to other areas of the business. (Source).
Similarly, Klarna's AI chatbot handles two-thirds of its customer service inquiries, performing work equivalent to 700 full-time agents and contributing to a $40 million profit improvement (Source).
Since integrating Helply, Plato, which handles thousands of customer support inquiries every month, has experienced a 20% reduction in tickets and is resolving over 75.1% of tier-1 inquiries without human intervention. This allows their internal support team to focus on more complex tasks and meaningful customer conversations, without increasing headcount.
Speed: Response Times Are No Longer Measured in Minutes
The implementation of AI agents has drastically reduced response times. Companies utilizing AI report a 37% drop in first response times compared to those without automation (Source).
H&M's AI agent cut response times by 70% compared to human support, providing instant resolutions for repetitive tickets and complex inquiries using synced macros and knowledge base content (Source).
High-performing teams leverage AI to monitor support content gaps and auto-generate missing articles, ensuring help centers remain up-to-date and support deflection remains high without additional effort from the team (Source).
Smarter: Top Performers Train Agents on Past Tickets, Not Just Help Docs
Leading companies are enhancing AI accuracy by training agents on historical tickets, macros, and knowledge base content. This approach allows AI agents to handle complex queries more effectively, reducing the need for human intervention. For example, ServiceNow's AI agents have reduced the time to handle complex cases by 52%, demonstrating the value of integrating past interactions into AI training (Source).
Helply enables this kind of training out of the box. Kamiapp, for instance, uses Helply's AI to process thousands of past support conversations, turning common questions into accurate automated replies. This saves the team hours each week and helps maintain faster-than-average resolution times. Mixwave also noted a dramatic cut in their manual ticket load after feeding historical data into Helply.
Real-World Impact: Testimonials from Industry Leaders
We're resolving over 75% of tier-one questions with Helply. And we didn't need to add headcount or change tools.
We cut our support volume by 80% using Helply. The best part is how fast it works out of the box.
Helply helped us reduce response times from hours to seconds. It acts like a tier-one team that never sleeps.
AI agents in 2025 are not just a trend but a transformative force in customer support. By resolving a significant percentage of tickets autonomously, reducing response times, and continuously learning from past interactions, AI agents are setting new standards for efficiency and customer satisfaction.
