{ "apiVersion": "v1", "topic": { "id": "ai-support-resolution", "title": "How much customer support does AI resolve?", "summary": "Shares and volumes of customer conversations AI handles, and what each organization means by resolved.", "group": "Customer support", "aliases": [ "resolution rate", "deflection", "chatbot", "customer service" ] }, "passages": [ { "id": "airbnb-nearly-45-issues-start-ai-assistant-now-2026", "text": "Nearly 45% of issues that start with our AI assistant are now resolved without a human agent while delivering much faster resolution times.", "speaker": "Brian Chesky", "role": "Co-founder and Chief Executive Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-08-06", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/ABNB-2Q26-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution", "autonomy-and-oversight" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.45, "unit": "share", "period": "Q2 2026", "definition": "issues started with the AI assistant resolved without a human agent", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/airbnb-nearly-45-issues-start-ai-assistant-now-2026" }, { "id": "hubspot-customer-agent-now-resolves-72-support-tickets-2026", "text": "Customer agent now resolves 72% of support tickets without human escalation.", "speaker": null, "role": null, "organization": "HubSpot", "aiVendor": true, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-08", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/HUBS-2Q26-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution", "autonomy-and-oversight" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.72, "unit": "share", "period": "as of Q2 2026 call", "definition": "support tickets resolved by HubSpot's Customer Agent without human escalation", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/hubspot-customer-agent-now-resolves-72-support-tickets-2026" }, { "id": "natwest-7-1-million-conversations-handled-digital-assistant-2026", "text": "7.1 million conversations handled by our digital assistant Cora in H1 2026, of which 3.8 million were fulfilled entirely digitally, up by 23% compared with H1 2025.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group results announcement (the company's own regulatory results report)", "type": "filing", "date": "2026-07-31", "publisher": "NatWest Group results announcement (the company's own regulatory results report)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/31072026/nwg-h1-2026-results.pdf" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 7100000, "unit": "count", "period": "H1 2026", "definition": "'Conversations handled by our digital assistant Cora'; the document does not define 'conversation'.", "level": "unclear" }, { "metric": "support-ai-volume", "value": 3800000, "unit": "count", "period": "H1 2026", "definition": "'Fulfilled entirely digitally': the part of Cora's conversations that needed no person; not defined further.", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-7-1-million-conversations-handled-digital-assistant-2026" }, { "id": "airbnb-when-guests-contact-us-through-ai-aid-2026", "text": "when guests contact us through our AI aid assistant, over 40% of issues are now resolved without a human agent.", "speaker": "Brian Chesky", "role": "Co-founder and Chief Executive Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-05-07", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/ABNB-1Q26-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution", "autonomy-and-oversight" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.4, "unit": "share", "period": "Q1 2026", "definition": "issues started with the AI assistant resolved without a human agent", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/airbnb-when-guests-contact-us-through-ai-aid-2026" }, { "id": "klarna-ai-assistant-handled-80-customer-service-chats-2026", "text": "Our AI assistant has handled 80% of customer service chats in the year ended December 31, 2025 (according to our service chat log data)", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report), furnished on Form 6-K", "type": "filing", "date": "2026-02-26", "publisher": "SEC filing (the company's own regulatory report), furnished on Form 6-K", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.8, "unit": "share", "period": "year ended 2025-12-31", "definition": "share of customer service chats handled by the Klarna AI assistant (service chat log data)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/klarna-ai-assistant-handled-80-customer-service-chats-2026" }, { "id": "klarna-since-launch-ai-assistant-had-31-million-2026", "text": "Since launch, our AI assistant has had 31 million conversations, handling 80% of customer service chats in the year ended December 31, 2025", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-02-26", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 31000000, "unit": "count", "period": "cumulative since launch (February 2024), to 2025-12-31", "definition": "conversations", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/klarna-since-launch-ai-assistant-had-31-million-2026" }, { "id": "airbnb-nearly-30-tickets-north-america-english-based-2026", "text": "nearly 30% of tickets in North America that are English-based are handled by an AI agent", "speaker": "Brian Chesky", "role": "Co-founder and Chief Executive Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-02-12", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/ABNB-4Q25-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution", "autonomy-and-oversight" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.3, "unit": "share", "period": "Q4 2025", "definition": "tickets in North America in English handled by an AI agent; 'handled' is not defined as resolved", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/airbnb-nearly-30-tickets-north-america-english-based-2026" }, { "id": "klarna-ai-assistant-had-25-3-million-conversations-2025", "text": "our AI assistant has had 25.3 million conversations, solving 69% of customer service chats in the last twelve months ended June 30, 2025", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2025-09-08", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329225000036/klarnagroupplcf-1a4.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 25300000, "unit": "count", "period": "cumulative since launch, to 2025-06-30", "definition": "conversations", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/klarna-ai-assistant-had-25-3-million-conversations-2025" }, { "id": "klarna-ai-assistant-handled-69-customer-service-chats-2025", "text": "Our AI assistant handled 69% of customer service chats in the last twelve months ended June 30, 2025, according to our service chat log data", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2025-09-08", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329225000036/klarnagroupplcf-1a4.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.69, "unit": "share", "period": "last twelve months ended 2025-06-30", "definition": "share of customer service chats handled/solved by the AI assistant", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/klarna-ai-assistant-handled-69-customer-service-chats-2025" }, { "id": "intercom-resolution-type-outcome-counted-when-following-fins-2026", "text": "A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution).", "speaker": null, "role": null, "organization": "Intercom (renamed Fin in May 2026)", "aiVendor": true, "work": { "title": "Intercom help center (the company's own documentation)", "type": "post", "date": "2026-10-29", "publisher": "Intercom help center (the company's own documentation)", "url": "https://www.intercom.com/help/en/articles/8205718-fin-resolutions" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/intercom-resolution-type-outcome-counted-when-following-fins-2026" }, { "id": "natwest-2025-cora-handled-12-9m-retail-banking-2026", "text": "In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group website (the company's own sustainability page)", "type": "post", "date": "2026-10-29", "publisher": "NatWest Group website (the company's own sustainability page)", "url": "https://www.natwestgroup.com/sustainability/society/innovation-and-digitisation.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 12900000, "unit": "count", "period": "FY2025", "definition": "'Retail banking customer conversations' handled by Cora.", "level": "unclear" }, { "metric": "support-ai-resolution-share", "value": 0.5, "unit": "share", "period": "FY2025", "definition": "'Needed no human intervention'.", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9m-retail-banking-2026" }, { "id": "intercom-fin-industry-leading-resolution-rates-averaging-76-2026", "text": "Fin has industry leading resolution rates, averaging 76% across 12,000+ customers, with many seeing over 85%.", "speaker": null, "role": null, "organization": "Intercom (renamed Fin in May 2026)", "aiVendor": true, "work": { "title": "Intercom (own site)", "type": "post", "date": "2026-10", "publisher": "Intercom (own site)", "url": "https://www.intercom.com/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.76, "unit": "share", "period": "average across customers, as of 2026-10 (page undated)", "definition": "average Fin resolution rate across customers", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/intercom-fin-industry-leading-resolution-rates-averaging-76-2026" }, { "id": "salesforce-agentforce-help-now-surpassed-five-million-customer-2026", "text": "Agentforce on Help has now surpassed five million customer conversations, resolving more than 63% of them instantly.", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.63, "unit": "share", "period": "cumulative since launch, as of 2026-10", "definition": "Conversations on Salesforce Help resolved by Agentforce (\"instantly\")", "level": "human-out" }, { "metric": "support-ai-volume", "value": 5000000, "unit": "count", "period": "cumulative since launch, as of 2026-10", "definition": "Customer conversations handled by Agentforce on the Salesforce Help site", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/salesforce-agentforce-help-now-surpassed-five-million-customer-2026" }, { "id": "natwest-2025-cora-handled-12-9-million-conversations-2026", "text": "In 2025, Cora handled 12.9 million conversations, with 50% of these interactions requiring no human intervention from our teams", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2026-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 12900000, "unit": "count", "period": "FY2025", "definition": "'Conversations' handled by Cora across mobile, online and telephony banking (over 100 topics); the page's own sentence.", "level": "unclear" }, { "metric": "support-ai-resolution-share", "value": 0.5, "unit": "share", "period": "FY2025", "definition": "'Requiring no human intervention from our teams' (strategic report); 'needed no human intervention' (sustainability page). Never called 'resolved' in the report text for this 50%.", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9-million-conversations-2026" }, { "id": "zendesk-each-quarter-resolve-over-60-000-support-2025", "text": "Each quarter, we resolve over 60,000 support requests with AI agents that carry out full workflows, execute backend actions, and adapt in real time to what our customers need.", "speaker": "Austin Lacey", "role": "Director, Chatbots, AI & Automation", "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk blog (the company's own, signed by a Zendesk director)", "type": "post", "date": "2025-07-23", "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)", "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 60000, "unit": "count", "period": "per quarter", "definition": "Support requests Zendesk says its AI agents resolve ('60,000+ total service requests automated per quarter' in the results list).", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-each-quarter-resolve-over-60-000-support-2025" }, { "id": "zendesk-2024-21-percent-requests-were-fully-automated-2025", "text": "In 2024, 21 percent of requests were fully automated and resolved without any agent intervention", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2025-06-30", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/zeal/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.21, "unit": "share", "period": "2024", "definition": "Requests fully automated and resolved without any agent intervention.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-2024-21-percent-requests-were-fully-automated-2025" }, { "id": "natwest-2024-cora-ai-virtual-assistant-handled-11-2025", "text": "In 2024, Cora, our AI virtual assistant, handled 11.2 millionLA Retail Banking conversations, almost half of which required no human input.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2025-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2024/strategic-report-2024.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 11200000, "unit": "count", "period": "FY2024", "definition": "Retail Banking conversations handled by Cora; marked 'LA' (limited assurance by EY).", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-2024-cora-ai-virtual-assistant-handled-11-2025" }, { "id": "natwest-2023-cora-ai-virtual-assistant-handled-10-2024", "text": "In 2023, Cora, our AI virtual assistant, handled 10.8 million(*) Retail Banking conversations, almost half of which required no human input.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2024-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2023/strategic-report-2023.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 10800000, "unit": "count", "period": "FY2023", "definition": "Retail Banking conversations handled by Cora; marked (*) within the scope of EY assurance.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-2023-cora-ai-virtual-assistant-handled-10-2024" }, { "id": "natwest-cora-fully-supported-49-customer-queries-through-2024", "text": "Cora, fully supported 49% of customer queries through 10.8 million(*) conversations handled without colleague intervention.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2024-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2023/strategic-report-2023.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.49, "unit": "share", "period": "FY2023", "definition": "'Fully supported 49% of customer queries ... handled without colleague intervention'.", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-cora-fully-supported-49-customer-queries-through-2024" }, { "id": "airbnb-so-while-solve-50-tickets-were-actually-2026", "text": "So while we solve 50% of the tickets, we're actually deliberate about the tickets we don't choose to solve yet [with agents].", "speaker": "Ahmad Al-Dahle", "role": "Chief Technology Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "Latent Space (independent AI engineering publication)", "type": "interview", "date": "2026-10-02", "publisher": "Latent Space (independent AI engineering publication)", "url": "https://www.latent.space/p/airbnb" }, "grade": "C", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.5, "unit": "share", "period": "as of 2026-10", "definition": "support tickets solved by AI agents (reporter: 'resolved purely by AI')", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/airbnb-so-while-solve-50-tickets-were-actually-2026" }, { "id": "airbnb-customer-support-related-cost-per-booking-declined-2026", "text": "our customer support related cost per booking declined approximately 16% year-over-year", "speaker": null, "role": null, "organization": "Airbnb", "aiVendor": false, "work": { "title": "SEC filing (8-K exhibit: the company's own shareholder letter)", "type": "filing", "date": "2026-08-06", "publisher": "SEC filing (8-K exhibit: the company's own shareholder letter)", "url": "https://www.sec.gov/Archives/edgar/data/0001559720/000119312526337928/d70413dex991.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-cost-and-spend", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/airbnb-customer-support-related-cost-per-booking-declined-2026" }, { "id": "natwest-new-ai-capabilities-enabled-quicker-responses-customer-2026", "text": "New AI capabilities enabled quicker responses to customer complaints, saving around 90,000 hours per annum through automated summarisation and AI-generated complaint responses.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group results announcement (the company's own regulatory results report)", "type": "filing", "date": "2026-02-13", "publisher": "NatWest Group results announcement (the company's own regulatory results report)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/13022026/nwg-company-announcement.pdf" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-new-ai-capabilities-enabled-quicker-responses-customer-2026" }, { "id": "klarna-ai-assistant-handled-69-customer-service-chats-2025-2", "text": "Our AI assistant handled 69% of customer service chats in the last twelve months ended June 30, 2025", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2025-09-08", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329225000036/klarnagroupplcf-1a4.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/klarna-ai-assistant-handled-69-customer-service-chats-2025-2" }, { "id": "klarna-estimate-ai-assistant-does-equivalent-work-over-2025", "text": "We estimate that our AI assistant does the equivalent work of over 700 full-time agents", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2025-09-08", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329225000036/klarnagroupplcf-1a4.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "headcount-and-hiring", "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "equivalent-headcount", "value": 700, "unit": "people", "period": "2024 workload", "definition": "equivalent work of full-time agents, estimated from the average monthly reduction in chat and telephone conversations handled by agents in 2024", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/klarna-estimate-ai-assistant-does-equivalent-work-over-2025" }, { "id": "intercom-currently-2-million-weekly-resolutions-growing-fast-2026", "text": "Currently at 2 million weekly resolutions and growing fast", "speaker": null, "role": null, "organization": "Intercom (renamed Fin in May 2026)", "aiVendor": true, "work": { "title": "Fin website (Intercom's rebranded own site)", "type": "post", "date": "2026-10-29", "publisher": "Fin website (Intercom's rebranded own site)", "url": "https://fin.ai/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 2000000, "unit": "count", "period": "per week, page undated (fetched 2026-10-29)", "definition": "'Resolutions' as Intercom bills them; Per Intercom's help article on Fin resolutions (not this page): a resolution is counted when, after Fin's last answer, the customer confirms the answer was satisfactory (confirmed) or exits without requesting further assistance (assumed). This page does not define it.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/intercom-currently-2-million-weekly-resolutions-growing-fast-2026" }, { "id": "intercom-weve-been-seeing-around-560-000-resolutions-2026", "text": "We've been seeing around 560,000 resolutions a month with Fin, at about a 79% resolution rate,", "speaker": "Isabel Larrow", "role": "Head of AI Support (title as shown on Intercom's homepage)", "organization": "Intercom (renamed Fin in May 2026)", "aiVendor": true, "work": { "title": "Intercom website (the vendor's own homepage, quoting a customer)", "type": "post", "date": "2026-10-29", "publisher": "Intercom website (the vendor's own homepage, quoting a customer)", "url": "https://www.intercom.com/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.79, "unit": "share", "period": "monthly, page undated (fetched 2026-10-29)", "definition": "Resolution rate not defined in the quote; Per Intercom's help article on Fin resolutions (not this page): a resolution is counted when, after Fin's last answer, the customer confirms the answer was satisfactory (confirmed) or exits without requesting further assistance (assumed). This page does not define it.", "level": "unclear" }, { "metric": "support-ai-volume", "value": 560000, "unit": "count", "period": "per month, page undated (fetched 2026-10-29)", "definition": "'Resolutions'; Per Intercom's help article on Fin resolutions (not this page): a resolution is counted when, after Fin's last answer, the customer confirms the answer was satisfactory (confirmed) or exits without requesting further assistance (assumed). This page does not define it.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/intercom-weve-been-seeing-around-560-000-resolutions-2026" }, { "id": "zendesk-conversations-dont-pass-verification-considered-contained-resolution-2026", "text": "Conversations that don’t pass this verification are considered a Contained resolution.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-conversations-dont-pass-verification-considered-contained-resolution-2026" }, { "id": "zendesk-conversations-pass-verification-considered-verified-resolution-2026", "text": "Conversations that pass this verification are considered a Verified resolution.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-conversations-pass-verification-considered-verified-resolution-2026" }, { "id": "zendesk-only-conversations-were-not-escalated-evaluated-automated-2026", "text": "Only conversations that were not escalated are evaluated for automated resolutions.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/5352026794010-About-the-automated-resolutions-platform-prior-to-resolution-tiers" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "autonomy-and-oversight", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-only-conversations-were-not-escalated-evaluated-automated-2026" }, { "id": "zendesk-paying-per-automated-resolution-means-you-pay-2026", "text": "Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-paying-per-automated-resolution-means-you-pay-2026" }, { "id": "zendesk-system-flags-interaction-automated-resolution-because-live-2026", "text": "The system flags the interaction as an automated resolution because the live conversation ended with the AI agent rather than a human representative.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/11148708255770-A-conversation-displays-an-automated-resolution-but-it-was-escalated-to-an-agent" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-system-flags-interaction-automated-resolution-because-live-2026" }, { "id": "bank-of-america-clients-now-interact-erica-nearly-200-million-2026", "text": "Clients now interact with Erica nearly 200 million times per quarter.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-10-14", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/company-overview/bank-of-america-fast-facts.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-11-01" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 200000000, "unit": "count", "period": "per quarter, as of 2026-10-14", "definition": "client interactions with Erica per quarter", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-clients-now-interact-erica-nearly-200-million-2026" }, { "id": "bank-of-america-surpassed-3-8-billion-client-interactions-since-2026", "text": "has surpassed 3.8 billion client interactions since its 2018 launch.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-10-14", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/company-overview/bank-of-america-fast-facts.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-11-01" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 3800000000, "unit": "count", "period": "cumulative since 2018 launch, as of 2026-10-14", "definition": "client interactions since launch", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-surpassed-3-8-billion-client-interactions-since-2026" }, { "id": "zendesk-94-automated-resolution-during-tax-season-72-2026", "text": "94% Automated resolution (during tax season) 72% Verified resolution (during tax season)", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2026-10-08", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/liberty-tax/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.94, "unit": "share", "period": "tax season (2026 story)", "definition": "Automated resolution, as labelled on the page; the page also gives a lower 'verified resolution' figure.", "level": "unclear" }, { "metric": "support-ai-resolution-share", "value": 0.72, "unit": "share", "period": "tax season (2026 story)", "definition": "Verified resolution, as labelled on the page (Zendesk's LLM-checked tier).", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-94-automated-resolution-during-tax-season-72-2026" }, { "id": "salesforce-5-decline-case-volume-12-fewer-cases-2026", "text": "a 5% decline in case volume —and 12% fewer cases than forecasted—even while product adoption grew", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site, webinar listing)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site, webinar listing)", "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "adoption-and-usage", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-5-decline-case-volume-12-fewer-cases-2026" }, { "id": "salesforce-achieved-4-6-csat-rating-74-resolution-2026", "text": "we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site, webinar listing)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site, webinar listing)", "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.74, "unit": "share", "period": "first year of Agentforce on help.salesforce.com", "definition": "Not defined on the page (\"resolution rate\")", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026" }, { "id": "salesforce-answering-more-than-3-million-support-requests-2026", "text": "answering more than 3 million support requests in the first year", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site, webinar listing)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site, webinar listing)", "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 3000000, "unit": "count", "period": "first year of Agentforce on help.salesforce.com", "definition": "Support requests answered by Agentforce on help.salesforce.com (\"requests\", not \"conversations\" as on the Customer Zero page)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/salesforce-answering-more-than-3-million-support-requests-2026" }, { "id": "zendesk-automated-resolutions-its-highest-performing-product-increased-2026", "text": "automated resolutions for its highest-performing product increased from 39 to 46 percent", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2026-09-17", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/bgl/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.46, "unit": "share", "period": "highest-performing product only", "definition": "Automated resolutions for BGL's highest-performing product.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-automated-resolutions-its-highest-performing-product-increased-2026" }, { "id": "stripe-stripes-user-facing-ai-agent-holds-100k-2026", "text": "Stripe’s user-facing AI agent that holds 100k+ conversations per week", "speaker": null, "role": null, "organization": "Stripe", "aiVendor": false, "work": { "title": "Stripe job posting, hosted on the General Catalyst job board (General Catalyst is a Stripe investor)", "type": "post", "date": "2026-09-13", "publisher": "Stripe job posting, hosted on the General Catalyst job board (General Catalyst is a Stripe investor)", "url": "https://jobs.generalcatalyst.com/companies/stripe/jobs/93096758-product-manager-support-platform" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 100000, "unit": "count", "period": "per week", "definition": "conversations held by Stripe's user-facing AI agent per week (posting is for Platform and Connect support)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/stripe-stripes-user-facing-ai-agent-holds-100k-2026" }, { "id": "bank-of-america-ericaassist-works-alongside-employees-during-calls-summarizing-2026", "text": "EricaAssist works alongside employees during calls – summarizing and surfacing relevant guidance in real time", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-07-21", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/07/bank-of-america-enhances-ericaassist-with-generative-ai-to-help-.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-ericaassist-works-alongside-employees-during-calls-summarizing-2026" }, { "id": "bank-of-america-summarize-why-client-calling-pull-together-relevant-2026", "text": "summarize why a client is calling, pull together relevant information, and recommend next steps based on the employee's role and the client's relationship with the bank", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-07-21", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/07/bank-of-america-enhances-ericaassist-with-generative-ai-to-help-.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-summarize-why-client-calling-pull-together-relevant-2026" }, { "id": "uber-support-workflow-creation-9-000-manual-workflows-2026", "text": "Support workflow creation: 9,000 manual workflows → self-service automation.", "speaker": "Praveen Neppalli Naga", "role": "Chief Technology Officer", "organization": "Uber", "aiVendor": false, "work": { "title": "X post on Praveen Neppalli's own account (Uber's CTO)", "type": "social", "date": "2026-07-07", "publisher": "X post on Praveen Neppalli's own account (Uber's CTO)", "url": "https://x.com/praveenTweets/status/2074605343439810922" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/uber-support-workflow-creation-9-000-manual-workflows-2026" }, { "id": "zendesk-had-initial-goal-about-30-35-percent-2026", "text": "We had an initial goal of about 30 to 35 percent automated resolutions when we first launched. We went up to 60 percent within the first two weeks—and then we had peaks of 85 percent.", "speaker": "Luca Giaccardi", "role": "Senior Operations Excellence, E-Commerce", "organization": "Qantas Loyalty", "aiVendor": false, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2026-06-25", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/qantas-loyalty/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.6, "unit": "share", "period": "within two weeks of launch", "definition": "Automated resolution (Zendesk's term).", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-had-initial-goal-about-30-35-percent-2026" }, { "id": "vercel-automates-91-support-tickets-saves-5-000-2026", "text": "automates 91% of support tickets and saves 5,000 engineer-hours a month", "speaker": null, "role": null, "organization": "Vercel", "aiVendor": true, "work": { "title": "Vercel Ship 2026 recap", "type": "post", "date": "2026-06", "publisher": "Vercel blog", "url": "https://vercel.com/blog/vercel-ship-2026-recap" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/vercel-automates-91-support-tickets-saves-5-000-2026" }, { "id": "vercel-now-automates-91-support-tickets-2026", "text": "now automates 91% of support tickets", "speaker": null, "role": null, "organization": "Vercel", "aiVendor": true, "work": { "title": "Vercel Ship 2026 recap", "type": "post", "date": "2026-06", "publisher": "Vercel blog", "url": "https://vercel.com/blog/vercel-ship-2026-recap" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.91, "unit": "share", "period": "as of Ship London 2026-06", "definition": "support tickets automated by Vertex, the support agent", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/vercel-now-automates-91-support-tickets-2026" }, { "id": "zendesk-spam-routine-exchanges-excluded-2026", "text": "Spam and routine exchanges are excluded.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk newsroom (the company's own press release)", "type": "post", "date": "2026-05-19", "publisher": "Zendesk newsroom (the company's own press release)", "url": "https://www.zendesk.com/newsroom/press-releases/relate-2026/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-spam-routine-exchanges-excluded-2026" }, { "id": "zendesk-67-automated-resolution-rate-86-ai-understood-2026", "text": "67% Automated resolution rate 86% AI understood conversations 19% Escalations to a human agent", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2026-04-06", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/digidentity/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.67, "unit": "share", "period": "as stated, no period", "definition": "Automated resolution rate (Zendesk's term).", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-67-automated-resolution-rate-86-ai-understood-2026" }, { "id": "zendesk-zendesk-expects-ai-manage-more-customer-service-2026", "text": "Zendesk expects AI to manage more customer service interactions than humans in 2026.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk newsroom (the company's own press release)", "type": "post", "date": "2026-03-11", "publisher": "Zendesk newsroom (the company's own press release)", "url": "https://www.zendesk.com/newsroom/press-releases/zendesk-secures-key-industry-recognition-as-its-ai-first-strategy-gains-momentum/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-zendesk-expects-ai-manage-more-customer-service-2026" }, { "id": "bank-of-america-last-year-20-6-million-users-interacted-2026", "text": "Last year, 20.6 million users interacted with Erica nearly 700 million times.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-03-10", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/03/bofa-ai-and-digital-innovations-fuel-30-billion-client-interacti.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 700000000, "unit": "count", "period": "calendar 2025 (stated as \"last year\")", "definition": "client interactions with Erica (not defined further)", "level": "unclear" }, { "metric": "customers", "value": 20600000, "unit": "count", "period": "calendar 2025 (stated as \"last year\")", "definition": "users who interacted with Erica in the year", "level": "n/a" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-last-year-20-6-million-users-interacted-2026" }, { "id": "bank-of-america-since-ericas-launch-2018-total-client-interactions-2026", "text": "Since Erica's launch in 2018, total client interactions have surpassed 3.2 billion.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-03-10", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/03/bofa-ai-and-digital-innovations-fuel-30-billion-client-interacti.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 3200000000, "unit": "count", "period": "cumulative since 2018 launch, as of 2026-03", "definition": "total client interactions since launch", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-since-ericas-launch-2018-total-client-interactions-2026" }, { "id": "natwest-saving-over-70-000-hours-through-automated-2026", "text": "saving over 70,000 hours through automated call and chat summaries and another 17,500 hours through faster, high- quality complaint responses.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2026-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-saving-over-70-000-hours-through-automated-2026" }, { "id": "natwest-seen-around-20-percentage-point-increase-queries-2026", "text": "we have seen around a 20-percentage-point increase in queries resolved without any human intervention, compared to the equivalent non-Gen AI supported Cora journey.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2026-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "autonomy-and-oversight", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-seen-around-20-percentage-point-increase-queries-2026" }, { "id": "zendesk-were-seeing-71-percent-automated-resolution-far-2025", "text": "We're seeing 71 percent automated resolution—far exceeding the other use cases that we have on average, which sit at around 50 percent.", "speaker": "Emily Dowse", "role": "Head of Support", "organization": "Arbor Education", "aiVendor": false, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2025-12-09", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/arbor-education/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.71, "unit": "share", "period": "one use case (reporting queries)", "definition": "Automated resolution for one use case, building reports.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-were-seeing-71-percent-automated-resolution-far-2025" }, { "id": "ibm-70-inquiries-been-resolved-digital-assistant-2025", "text": "70% of inquiries have been resolved with a digital assistant", "speaker": null, "role": null, "organization": "IBM", "aiVendor": true, "work": { "title": "IBM (own site)", "type": "post", "date": "2025-08-26", "publisher": "IBM (own site)", "url": "https://www.ibm.com/think/insights/enterprise-transformation-extreme-productivity-ai" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.7, "unit": "share", "period": "as of 2025-08", "definition": "Customer support inquiries (IBM support to clients) resolved with a digital assistant", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/ibm-70-inquiries-been-resolved-digital-assistant-2025" }, { "id": "bank-of-america-cashpro-chat-used-65-clients-erica-handling-2025", "text": "CashPro Chat is used by 65% of clients, with Erica handling greater than 40% of client interactions.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2025-08-20", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-cashpro-chat-used-65-clients-erica-handling-2025" }, { "id": "bank-of-america-more-than-98-users-find-information-they-2025", "text": "More than 98% of users find the information they need, significantly decreasing call center volume", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2025-08-20", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "measuring-impact", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-more-than-98-users-find-information-they-2025" }, { "id": "zendesk-2-000-workflow-heavy-service-requests-automated-2025", "text": "2,000+ workflow-heavy service requests automated per quarter", "speaker": "Austin Lacey", "role": "Director, Chatbots, AI & Automation", "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk blog (the company's own, signed by a Zendesk director)", "type": "post", "date": "2025-07-23", "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)", "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "function-agent-volume", "value": 2000, "unit": "count", "period": "per quarter", "definition": "Workflow-heavy service requests (tasks that previously needed human action) automated per quarter, in Zendesk's own support.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-2-000-workflow-heavy-service-requests-automated-2025" }, { "id": "natwest-around-half-cora-conversations-now-entirely-contained-2025", "text": "Around half of Cora conversations are now entirely contained and we achieved a Cora CSAT of 66%.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2025-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2024/strategic-report-2024.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.5, "unit": "share", "period": "FY2024", "definition": "'Entirely contained' (customer-journey section). The highlights page says 'almost half ... required no human input'.", "level": "human-out" } ], "context": null, "url": "https://the-ai-record.com/passages/natwest-around-half-cora-conversations-now-entirely-contained-2025" }, { "id": "zendesk-7-incoming-tickets-handled-ai-agents-jaycar-2024", "text": "With 7% of incoming tickets handled by AI agents, Jaycar has saved around AUD85,000.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk customer story (the vendor writing about its own customer)", "type": "post", "date": "2024-11-27", "publisher": "Zendesk customer story (the vendor writing about its own customer)", "url": "https://www.zendesk.com/customer/jaycar/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.07, "unit": "share", "period": "as stated, no period", "definition": "Share of incoming tickets handled by AI agents.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-7-incoming-tickets-handled-ai-agents-jaycar-2024" }, { "id": "bank-of-america-date-erica-responded-800-million-inquiries-over-2024", "text": "To date, Erica has responded to 800 million inquiries from over 42 million clients", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2024-04-08", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions--helping-42-millio.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 800000000, "unit": "count", "period": "cumulative since 2018 launch, as of 2024-04-08", "definition": "inquiries Erica responded to (inquiries are requests clients make of Erica, separate from proactive insights)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-date-erica-responded-800-million-inquiries-over-2024" }, { "id": "bank-of-america-more-than-2-billion-since-2018-thats-2024", "text": "More than 2 billion since 2018. That's how many interactions Bank of America clients have had with Erica", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2024-04-08", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions--helping-42-millio.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 2000000000, "unit": "count", "period": "cumulative since 2018 launch, as of 2024-04-08", "definition": "client interactions since launch", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-more-than-2-billion-since-2018-thats-2024" }, { "id": "bank-of-america-more-than-98-clients-get-answers-they-2024", "text": "More than 98% of clients get answers they need from Erica within 44 seconds, on average.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2024-04-08", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions--helping-42-millio.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "measuring-impact", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-more-than-98-clients-get-answers-they-2024" }, { "id": "zendesk-ultimates-ai-agents-automate-up-80-percent-2024", "text": "Ultimate’s AI agents automate up to 80 percent of support requests.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk newsroom (the company's own press release)", "type": "post", "date": "2024-03-13", "publisher": "Zendesk newsroom (the company's own press release)", "url": "https://www.zendesk.com/newsroom/press-releases/ultimate-acquisition24/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-ultimates-ai-agents-automate-up-80-percent-2024" }, { "id": "zendesk-autonomous-support-agent-zendesk-believes-will-solve-2025", "text": "an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention.", "speaker": "Russell Brandom", "role": "AI Editor", "organization": "Zendesk", "aiVendor": true, "work": { "title": "TechCrunch (news site)", "type": "press", "date": "2025-10-08", "publisher": "TechCrunch (news site)", "url": "https://techcrunch.com/2025/10/08/zendesk-says-its-new-ai-agent-can-solve-80-of-support-issues" }, "grade": "C", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "autonomy-and-oversight", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-autonomous-support-agent-zendesk-believes-will-solve-2025" }, { "id": "salesforce-now-done-about-million-half-conversations-customers-2025", "text": "we have now done about a million and a half conversations with customers, and at the same time, that’s the agentic layer speaking to the customer", "speaker": "Marc Benioff", "role": "Chair, CEO & Co-Founder", "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce Ben (independent Salesforce news site)", "type": "interview", "date": "2025-09-03", "publisher": "Salesforce Ben (independent Salesforce news site)", "url": "https://www.salesforceben.com/ai-agents-drive-4000-job-cuts-in-salesforce-support-division/" }, "grade": "C", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 1500000, "unit": "count", "period": "through mid-2025 (period not stated)", "definition": "Conversations with customers handled by the agentic layer on Salesforce support", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/salesforce-now-done-about-million-half-conversations-customers-2025" }, { "id": "salesforce-today-those-same-interactions-happening-50-agents-2025", "text": "50% are with agents, 50% are with humans.", "speaker": "Marc Benioff", "role": "Chair, CEO & Co-Founder", "organization": "Salesforce", "aiVendor": true, "work": { "title": "Fortune (news)", "type": "interview", "date": "2025-09-02", "publisher": "Fortune (news)", "url": "https://dc.fortune.com/2025/09/02/salesforce-ceo-billionaire-marc-benioff-ai-agents-jobs-layoffs-customer-service-sales" }, "grade": "C", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "function-agent-share", "value": 0.5, "unit": "share", "period": "as of 2025-08/09 (interview)", "definition": "Share of customer service interactions handled by AI agents versus humans (Salesforce support)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/salesforce-today-those-same-interactions-happening-50-agents-2025" }, { "id": "airbnb-ai-assistant-now-available-more-than-50-2026", "text": "Our AI assistant is now available in more than 50 languages.", "speaker": "Brian Chesky", "role": "Co-founder and Chief Executive Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-08-06", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/ABNB-2Q26-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/airbnb-ai-assistant-now-available-more-than-50-2026" }, { "id": "shopify-were-able-hold-gross-margins-relatively-consistent-2026", "text": "We were able to hold gross margins at a relatively consistent level quarter over quarter while Sidekiq usage scaled, which reflects some cost efficiencies in support", "speaker": "Jeff Hoffmeister", "role": "Chief Financial Officer", "organization": "Shopify", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2026-08-05", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/SHOP-2Q26-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-cost-and-spend", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/shopify-were-able-hold-gross-margins-relatively-consistent-2026" }, { "id": "uber-customer-support-clear-area-where-should-able-2026", "text": "Customer support is a clear area where we should be able to up the quality of our customer support interactions as well as reduce the cost of our effort there.", "speaker": "Balaji Krishnamurthy", "role": "Chief Financial Officer", "organization": "Uber", "aiVendor": false, "work": { "title": "earnings call 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"NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group results announcement (the company's own regulatory results report)", "type": "filing", "date": "2026-07-31", "publisher": "NatWest Group results announcement (the company's own regulatory results report)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/31072026/nwg-h1-2026-results.pdf" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-also-expanded-ai-enabled-capabilities-across-onboarding-2026" }, { "id": "bank-of-america-new-ai-capabilities-improved-service-increased-efficiency-2026", "text": "New AI capabilities have improved service, increased efficiency, and allowed teammates to focus on higher-value client interactions.", "speaker": "Alastair Borthwick", "role": "Executive Vice President and Chief Financial Officer", "organization": "Bank of America", "aiVendor": false, "work": { "title": "earnings call transcript via Webull (third-party transcript site)", "type": "earnings-call", "date": "2026-07-14", "publisher": "earnings call transcript via Webull (third-party transcript site)", "url": "https://www.webull.com/news/15267023092982784" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-new-ai-capabilities-improved-service-increased-efficiency-2026" }, { "id": "salesforce-agentforce-can-resolve-customer-issues-swiftly-accurately-2026", "text": "Agentforce can resolve customer issues swiftly and accurately with answers grounded in our trusted, unstructured content unified in Data 360", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-03-02", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/1108524/000110852426000060/crm-20260131.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "sales-and-marketing", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-agentforce-can-resolve-customer-issues-swiftly-accurately-2026" }, { "id": "salesforce-automating-simple-repetitive-tasks-support-engineers-able-2026", "text": "By automating simple and repetitive tasks, our support engineers are able to augment and scale their time in a more valuable way", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-03-02", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/1108524/000110852426000060/crm-20260131.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-automating-simple-repetitive-tasks-support-engineers-able-2026" }, { "id": "klarna-same-time-appreciating-certain-consumers-may-nevertheless-2026", "text": "At the same time, appreciating that certain consumers may nevertheless prefer to interact with human representatives, we continue to offer all of our customers that option.", "speaker": null, "role": null, "organization": "Klarna", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-02-26", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/klarna-same-time-appreciating-certain-consumers-may-nevertheless-2026" }, { "id": "natwest-ai-tooling-reduced-call-summarisation-time-more-2026", "text": "AI tooling has reduced call summarisation time by more than 70%", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group results announcement (the company's own regulatory results report)", "type": "filing", "date": "2026-02-13", "publisher": "NatWest Group results announcement (the company's own regulatory results report)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/13022026/nwg-company-announcement.pdf" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-ai-tooling-reduced-call-summarisation-time-more-2026" }, { "id": "airbnb-consistent-prior-years-relied-global-network-approximately-2026", "text": "Consistent with prior years, we relied on a global network of approximately 13,000 third-party workers as of December 31, 2025, to support the majority of our community support contacts.", "speaker": null, "role": null, "organization": "Airbnb", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-02-12", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/1559720/000155972026000004/abnb-20251231.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/airbnb-consistent-prior-years-relied-global-network-approximately-2026" }, { "id": "airbnb-during-2025-introduced-new-artificial-intelligence-ai-2026", "text": "During 2025, we introduced new artificial intelligence (“AI”) features to help deliver customer support in certain countries and languages.", "speaker": null, "role": null, "organization": "Airbnb", "aiVendor": false, "work": { "title": "SEC filing (the company's own regulatory report)", "type": "filing", "date": "2026-02-12", "publisher": "SEC filing (the company's own regulatory report)", "url": "https://www.sec.gov/Archives/edgar/data/1559720/000155972026000004/abnb-20251231.htm" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/airbnb-during-2025-introduced-new-artificial-intelligence-ai-2026" }, { "id": "airbnb-built-custom-agent-built-13-different-models-2025", "text": "We built a custom agent built on 13 different models that have been tuned off of tens of thousands of conversations.", "speaker": "Brian Chesky", "role": "Co-founder and Chief Executive Officer", "organization": "Airbnb", "aiVendor": false, "work": { "title": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "type": "earnings-call", "date": "2025-08", "publisher": "earnings call transcript via Platform Aeronaut (third-party transcript site)", "url": "https://transcripts.platformaeronaut.com/transcripts/ABNB-2Q25-transcript" }, "grade": "A", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/airbnb-built-custom-agent-built-13-different-models-2025" }, { "id": "intercom-can-teach-you-what-do-because-fully-2026", "text": "We can teach you what to do because we have fully transformed our own customer experience", "speaker": null, "role": null, "organization": "Intercom (renamed Fin in May 2026)", "aiVendor": true, "work": { "title": "Fin website (Intercom's rebranded own site)", "type": "post", "date": "2026-10-29", "publisher": "Fin website (Intercom's rebranded own site)", "url": "https://fin.ai/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "headcount-and-hiring", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/intercom-can-teach-you-what-do-because-fully-2026" }, { "id": "natwest-9-000-contact-centre-colleagues-using-ai-2026", "text": "~9,000 contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group website (the company's own sustainability page)", "type": "post", "date": "2026-10-29", "publisher": "NatWest Group website (the company's own sustainability page)", "url": "https://www.natwestgroup.com/sustainability/society/innovation-and-digitisation.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-9-000-contact-centre-colleagues-using-ai-2026" }, { "id": "zendesk-830m-ai-interactions-2026", "text": "830M AI interactions", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk website (the company's own marketing page)", "type": "post", "date": "2026-10-24", "publisher": "Zendesk website (the company's own marketing page)", "url": "https://www.zendesk.com/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 830000000, "unit": "count", "period": "not stated", "definition": "'AI interactions' on the page's stats block; no definition and no period.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-830m-ai-interactions-2026" }, { "id": "zendesk-automate-up-80-interactions-zendesk-ai-agents-2026", "text": "Automate up to 80% of interactions with Zendesk AI agents.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk website (the company's own marketing page)", "type": "post", "date": "2026-10-24", "publisher": "Zendesk website (the company's own marketing page)", "url": "https://www.zendesk.com/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-resolution-share", "value": 0.8, "unit": "share", "period": "marketing ceiling, no period stated", "definition": "Not defined on the page: no footnote, no measurement method, no definition of 'automate' or 'interactions'.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-automate-up-80-interactions-zendesk-ai-agents-2026" }, { "id": "zendesk-built-improve-every-resolution-proven-across-4-2026", "text": "Built to improve with every resolution. Proven across 4.8B+ resolutions.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk website (the company's own marketing page)", "type": "post", "date": "2026-10-24", "publisher": "Zendesk website (the company's own marketing page)", "url": "https://www.zendesk.com/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "support-ai-volume", "value": 4800000000, "unit": "count", "period": "not stated (cumulative or annual unclear)", "definition": "'Resolutions delivered' on the page's stats block; no definition and no period.", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/zendesk-built-improve-every-resolution-proven-across-4-2026" }, { "id": "zendesk-resolve-up-80-even-most-complex-service-2026", "text": "Resolve up to 80%+ of even the most complex service issues across any channel.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk website (the company's own pricing page)", "type": "post", "date": "2026-10-24", "publisher": "Zendesk website (the company's own pricing page)", "url": "https://www.zendesk.com/pricing/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-resolve-up-80-even-most-complex-service-2026" }, { "id": "zendesk-messaging-default-conversation-ends-2-hours-after-2026", "text": "Messaging: By default, the conversation ends 2 hours after the first message in the conversation, though this can be increased up to 72 hours.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk help center (the company's own documentation)", "type": "post", "date": "2026-10-20", "publisher": "Zendesk help center (the company's own documentation)", "url": "https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-30" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-messaging-default-conversation-ends-2-hours-after-2026" }, { "id": "bank-of-america-18-000-customer-service-representatives-receive-real-2026", "text": "18,000 customer service representatives receive real-time guidance in seconds, helping them resolve client needs faster", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-10-14", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/company-overview/bank-of-america-fast-facts.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-18-000-customer-service-representatives-receive-real-2026" }, { "id": "ramp-say-support-agent-stuck-ticket-needs-engineer-2026", "text": "Say a support agent is stuck on a ticket that needs an engineer. She shares her Glass session. The engineer jumps in, sees everything, they finish it together.", "speaker": "Eric Glyman", "role": "Co-founder and co-CEO", "organization": "Ramp", "aiVendor": false, "work": { "title": "Ramp company blog (signed by CEO Eric Glyman)", "type": "post", "date": "2026-10-13", "publisher": "Ramp company blog (signed by CEO Eric Glyman)", "url": "https://ramp.com/blog/introducing-glass" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/ramp-say-support-agent-stuck-ticket-needs-engineer-2026" }, { "id": "ramp-take-new-feature-requests-they-used-copied-2026", "text": "Take new feature requests. They used to be copied by hand into Salesforce, about 300 a month. In May, an account manager saved a prompt to Glass that pulls them straight from customer calls. Now we capture 20,000 a month.", "speaker": "Eric Glyman", "role": "Co-founder and co-CEO", "organization": "Ramp", "aiVendor": false, "work": { "title": "Ramp company blog (signed by CEO Eric Glyman)", "type": "post", "date": "2026-10-13", "publisher": "Ramp company blog (signed by CEO Eric Glyman)", "url": "https://ramp.com/blog/introducing-glass" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "sales-and-marketing", "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "function-agent-volume", "value": 20000, "unit": "count", "period": "feature requests captured per month, as of 2026-10", "definition": "customer feature requests pulled from customer calls by a saved Glass prompt (unit of work: feature requests captured)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/ramp-take-new-feature-requests-they-used-copied-2026" }, { "id": "ramp-third-emails-customers-when-something-they-asked-2026", "text": "A third emails customers when something they asked for ships. More than 5,000 of those emails have gone out so far.", "speaker": "Eric Glyman", "role": "Co-founder and co-CEO", "organization": "Ramp", "aiVendor": false, "work": { "title": "Ramp company blog (signed by CEO Eric Glyman)", "type": "post", "date": "2026-10-13", "publisher": "Ramp company blog (signed by CEO Eric Glyman)", "url": "https://ramp.com/blog/introducing-glass" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [ { "metric": "function-agent-volume", "value": 5000, "unit": "count", "period": "customer emails sent so far, as of 2026-10-13", "definition": "emails to customers when a feature they requested ships, sent by a Glass prompt (unit of work: emails)", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/ramp-third-emails-customers-when-something-they-asked-2026" }, { "id": "salesforce-agentforce-conversations-result-transfer-human-agent-2026", "text": "Agentforce conversations that result in a transfer to a human agent", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-agentforce-conversations-result-transfer-human-agent-2026" }, { "id": "salesforce-agentforce-conversations-where-agentforce-answered-customers-inquiry-2026", "text": "Agentforce conversations where Agentforce answered the customer's inquiry", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-agentforce-conversations-where-agentforce-answered-customers-inquiry-2026" }, { "id": "salesforce-agentforce-conversations-where-user-did-not-engage-2026", "text": "Agentforce conversations where the user did not engage with Agentforce after starting the conversation", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-agentforce-conversations-where-user-did-not-engage-2026" }, { "id": "salesforce-available-24-7-seven-languages-now-same-2026", "text": "available 24/7, in seven languages, and now that same help is live not just over chat, but on 1-800-NO-SOFTWARE too.", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-available-24-7-seven-languages-now-same-2026" }, { "id": "salesforce-discover-how-enable-engineers-provide-full-resolutions-2026", "text": "Discover how we enable our engineers to provide full resolutions in as little as one hour by bypassing discovery steps", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site, webinar listing)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site, webinar listing)", "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-discover-how-enable-engineers-provide-full-resolutions-2026" }, { "id": "salesforce-initially-opening-just-200-authenticated-users-within-2026", "text": "initially opening it to just 200 authenticated users within a four-week period", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-initially-opening-just-200-authenticated-users-within-2026" }, { "id": "salesforce-salesforce-help-gets-over-60-million-visits-2026", "text": "Salesforce Help gets over 60 million visits annually from customers in need of assistance", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-salesforce-help-gets-over-60-million-visits-2026" }, { "id": "salesforce-support-team-still-receives-around-two-million-2026", "text": "our support team still receives around two million support requests each year", "speaker": null, "role": null, "organization": "Salesforce", "aiVendor": true, "work": { "title": "Salesforce (own site)", "type": "post", "date": "2026-10", "publisher": "Salesforce (own site)", "url": "https://www.salesforce.com/agentforce/use-cases/customer-zero/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/salesforce-support-team-still-receives-around-two-million-2026" }, { "id": "zendesk-some-seeing-automated-resolution-rates-spike-10-2026", "text": "Some are seeing automated resolution rates spike 10% post-deployment.", "speaker": null, "role": null, "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk newsroom (the company's own press release)", "type": "post", "date": "2026-09-14", "publisher": "Zendesk newsroom (the company's own press release)", "url": "https://www.zendesk.com/newsroom/press-releases/zendesk-introduces-specialized-ai-agents-purpose-built-for-your-business/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-some-seeing-automated-resolution-rates-spike-10-2026" }, { "id": "bank-of-america-ericaassist-reduces-average-call-times-nearly-one-2026", "text": "EricaAssist reduces average call times by nearly one minute per interaction", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-07-21", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/07/bank-of-america-enhances-ericaassist-with-generative-ai-to-help-.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "measuring-impact", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-ericaassist-reduces-average-call-times-nearly-one-2026" }, { "id": "bank-of-america-later-year-bank-america-plans-expand-ericaassist-2026", "text": "Later this year, Bank of America plans to expand EricaAssist to support additional servicing scenarios and business lines.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-07-21", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/07/bank-of-america-enhances-ericaassist-with-generative-ai-to-help-.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-later-year-bank-america-plans-expand-ericaassist-2026" }, { "id": "bank-of-america-used-more-than-18-000-customer-service-2026", "text": "Used by more than 18,000 customer service representatives", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2026-07-21", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2026/07/bank-of-america-enhances-ericaassist-with-generative-ai-to-help-.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-used-more-than-18-000-customer-service-2026" }, { "id": "natwest-better-support-colleagues-use-ai-summaries-help-2026", "text": "To better support our colleagues, we use AI summaries to help triage customer needs. In 2025, the technology benefitted approximately 9,000 customer support agents", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2026-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-better-support-colleagues-use-ai-summaries-help-2026" }, { "id": "natwest-cora-digital-assistant-deals-over-100-topics-2026", "text": "Cora, our digital assistant, deals with over 100 topics across mobile, online, and telephony banking.", "speaker": null, "role": null, "organization": "NatWest Group", "aiVendor": false, "work": { "title": "NatWest Group annual report, strategic report (the company's own annual publication)", "type": "post", "date": "2026-02", "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)", "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/natwest-cora-digital-assistant-deals-over-100-topics-2026" }, { "id": "bank-of-america-assisting-nearly-50-million-users-since-launch-2025", "text": "assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2025-08-20", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 3000000000, "unit": "count", "period": "cumulative since 2018 launch, as of 2025-08-20", "definition": "client interactions since launch", "level": "unclear" } ], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-assisting-nearly-50-million-users-since-launch-2025" }, { "id": "bank-of-america-now-averaging-more-than-58-million-interactions-2025", "text": "now averaging more than 58 million interactions per month", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2025-08-20", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "company-wide" ], "figures": [ { "metric": "support-ai-volume", "value": 58000000, "unit": "count", "period": "per month, as of 2025-08-20", "definition": "client interactions with Erica per month", "level": "unclear" } ], "context": null, "url": 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"https://the-ai-record.com/passages/zendesk-immediately-activated-them-own-support-experience-day-2025" }, { "id": "zendesk-no-human-intervention-required-2025", "text": "with no human intervention required", "speaker": "Austin Lacey", "role": "Director, Chatbots, AI & Automation", "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk blog (the company's own, signed by a Zendesk director)", "type": "post", "date": "2025-07-23", "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)", "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-no-human-intervention-required-2025" }, { "id": "zendesk-using-ai-agent-builder-simply-describe-business-2025", "text": "Using our AI agent builder, we simply describe business procedures in natural language and the AI agent is ready to go.", "speaker": "Austin Lacey", "role": "Director, Chatbots, AI & Automation", "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk blog (the company's own, signed by a Zendesk director)", "type": "post", "date": "2025-07-23", "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)", "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-using-ai-agent-builder-simply-describe-business-2025" }, { "id": "zendesk-when-hiring-service-team-were-able-rescope-2025", "text": "When hiring for our service team, we were able to rescope the skillset to deemphasize the need for deep workflow expertise.", "speaker": "Austin Lacey", "role": "Director, Chatbots, AI & Automation", "organization": "Zendesk", "aiVendor": true, "work": { "title": "Zendesk blog (the company's own, signed by a Zendesk director)", "type": "post", "date": "2025-07-23", "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)", "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "training-and-skills", "headcount-and-hiring", "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/zendesk-when-hiring-service-team-were-able-rescope-2025" }, { "id": "bank-of-america-when-further-assistance-needed-bank-americas-mobile-2024", "text": "When further assistance is needed, Bank of America's Mobile Servicing Chat capability connects clients with a live representative who can answer more complex servicing questions.", "speaker": null, "role": null, "organization": "Bank of America", "aiVendor": false, "work": { "title": "Bank of America newsroom (the company's own press site)", "type": "post", "date": "2024-04-08", "publisher": "Bank of America newsroom (the company's own press site)", "url": "https://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions--helping-42-millio.html" }, "grade": "B", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/bank-of-america-when-further-assistance-needed-bank-americas-mobile-2024" }, { "id": "klarna-need-rethink-make-customer-service-human-experience-2026", "text": "We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.", "speaker": "Sebastian Siemiatkowski", "role": "Chief Executive Officer and co-founder", "organization": "Klarna", "aiVendor": false, "work": { "title": "CX Foundation (specialist customer-experience media and analyst site)", "type": "interview", "date": "2026-02-17", "publisher": "CX Foundation (specialist customer-experience media and analyst site)", "url": "https://cxfoundation.com/news/klarna-recruits-customers-as-service-reps" }, "grade": "C", "verification": { "status": "verified", "reviewedOn": "2026-10-31" }, "topics": [ "ai-support-resolution" ], "functions": [ "support" ], "figures": [], "context": null, "url": "https://the-ai-record.com/passages/klarna-need-rethink-make-customer-service-human-experience-2026" } ], "notice": [ "Every passage is reproduced word for word from the cited source.", "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.", "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.", "An empty result means the archive holds nothing on it, not that nobody has said anything." ] }