How much customer support does AI resolve?

“Nearly 45% of issues that start with our AI assistant are now resolved without a human agent while delivering much faster resolution times.”

Brian CheskyCo-founder and Chief Executive Officer · Executive, Airbnb

“Customer agent now resolves 72% of support tickets without human escalation.”

HubSpotPublished by the organization itself (earnings call), no named author

“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.”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“when guests contact us through our AI aid assistant, over 40% of issues are now resolved without a human agent.”

Brian CheskyCo-founder and Chief Executive Officer · Executive, Airbnb

“Our AI assistant has handled 80% of customer service chats in the year ended December 31, 2025 (according to our service chat log data)”

KlarnaPublished by the organization itself (regulatory filing), no named author

“Since launch, our AI assistant has had 31 million conversations, handling 80% of customer service chats in the year ended December 31, 2025”

KlarnaPublished by the organization itself (regulatory filing), no named author

“nearly 30% of tickets in North America that are English-based are handled by an AI agent”

Brian CheskyCo-founder and Chief Executive Officer · Executive, Airbnb

“our AI assistant has had 25.3 million conversations, solving 69% of customer service chats in the last twelve months ended June 30, 2025”

KlarnaPublished by the organization itself (regulatory filing), no named author

“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”

KlarnaPublished by the organization itself (regulatory filing), no named author

“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).”

Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author

“In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.”

NatWest GroupPublished by the organization itself (post), no named author

“Fin has industry leading resolution rates, averaging 76% across 12,000+ customers, with many seeing over 85%.”

Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author

“Agentforce on Help has now surpassed five million customer conversations, resolving more than 63% of them instantly.”

SalesforcePublished by the organization itself (post), no named author

“In 2025, Cora handled 12.9 million conversations, with 50% of these interactions requiring no human intervention from our teams”

NatWest GroupPublished by the organization itself (post), no named author

“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.”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“In 2024, 21 percent of requests were fully automated and resolved without any agent intervention”

ZendeskPublished by the organization itself (post), no named author

“In 2024, Cora, our AI virtual assistant, handled 11.2 millionLA Retail Banking conversations, almost half of which required no human input.”

NatWest GroupPublished by the organization itself (post), no named author

“In 2023, Cora, our AI virtual assistant, handled 10.8 million(*) Retail Banking conversations, almost half of which required no human input.”

NatWest GroupPublished by the organization itself (post), no named author

“Cora, fully supported 49% of customer queries through 10.8 million(*) conversations handled without colleague intervention.”

NatWest GroupPublished by the organization itself (post), no named author

“So while we solve 50% of the tickets, we're actually deliberate about the tickets we don't choose to solve yet [with agents].”

Ahmad Al-DahleChief Technology Officer · Executive, Airbnb

“our customer support related cost per booking declined approximately 16% year-over-year”

AirbnbPublished by the organization itself (regulatory filing), no named author

“New AI capabilities enabled quicker responses to customer complaints, saving around 90,000 hours per annum through automated summarisation and AI-generated complaint responses.”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“Our AI assistant handled 69% of customer service chats in the last twelve months ended June 30, 2025”

KlarnaPublished by the organization itself (regulatory filing), no named author

“We estimate that our AI assistant does the equivalent work of over 700 full-time agents”

KlarnaPublished by the organization itself (regulatory filing), no named author

“Currently at 2 million weekly resolutions and growing fast”

Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author

“We've been seeing around 560,000 resolutions a month with Fin, at about a 79% resolution rate,”

Isabel LarrowHead of AI Support (title as shown on Intercom's homepage) · Leader, Intercom (renamed Fin in May 2026)

“Conversations that don’t pass this verification are considered a Contained resolution.”

ZendeskPublished by the organization itself (post), no named author

“Conversations that pass this verification are considered a Verified resolution.”

ZendeskPublished by the organization itself (post), no named author

“Only conversations that were not escalated are evaluated for automated resolutions.”

ZendeskPublished by the organization itself (post), no named author

“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.”

ZendeskPublished by the organization itself (post), no named author

“The system flags the interaction as an automated resolution because the live conversation ended with the AI agent rather than a human representative.”

ZendeskPublished by the organization itself (post), no named author

“Clients now interact with Erica nearly 200 million times per quarter.”

Bank of AmericaPublished by the organization itself (post), no named author

“has surpassed 3.8 billion client interactions since its 2018 launch.”

Bank of AmericaPublished by the organization itself (post), no named author

“94% Automated resolution (during tax season) 72% Verified resolution (during tax season)”

ZendeskPublished by the organization itself (post), no named author

“a 5% decline in case volume —and 12% fewer cases than forecasted—even while product adoption grew”

SalesforcePublished by the organization itself (post), no named author

“we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team”

SalesforcePublished by the organization itself (post), no named author

“answering more than 3 million support requests in the first year”

SalesforcePublished by the organization itself (post), no named author

“automated resolutions for its highest-performing product increased from 39 to 46 percent”

ZendeskPublished by the organization itself (post), no named author

“Stripe’s user-facing AI agent that holds 100k+ conversations per week”

StripePublished by the organization itself (post), no named author

“EricaAssist works alongside employees during calls – summarizing and surfacing relevant guidance in real time”

Bank of AmericaPublished by the organization itself (post), no named author

“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”

Bank of AmericaPublished by the organization itself (post), no named author

“Support workflow creation: 9,000 manual workflows → self-service automation.”

Praveen Neppalli NagaChief Technology Officer · Executive, Uber

“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.”

Luca GiaccardiSenior Operations Excellence, E-Commerce · Practitioner, Qantas Loyalty

“automates 91% of support tickets and saves 5,000 engineer-hours a month”

VercelPublished by the organization itself (post), no named author

“now automates 91% of support tickets”

VercelPublished by the organization itself (post), no named author

“Spam and routine exchanges are excluded.”

ZendeskPublished by the organization itself (post), no named author

“67% Automated resolution rate 86% AI understood conversations 19% Escalations to a human agent”

ZendeskPublished by the organization itself (post), no named author

“Zendesk expects AI to manage more customer service interactions than humans in 2026.”

ZendeskPublished by the organization itself (post), no named author

“Last year, 20.6 million users interacted with Erica nearly 700 million times.”

Bank of AmericaPublished by the organization itself (post), no named author

“Since Erica's launch in 2018, total client interactions have surpassed 3.2 billion.”

Bank of AmericaPublished by the organization itself (post), no named author

“saving over 70,000 hours through automated call and chat summaries and another 17,500 hours through faster, high- quality complaint responses.”

NatWest GroupPublished by the organization itself (post), no named author

“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.”

NatWest GroupPublished by the organization itself (post), no named author

“We're seeing 71 percent automated resolution—far exceeding the other use cases that we have on average, which sit at around 50 percent.”

Emily DowseHead of Support · Leader, Arbor Education

“70% of inquiries have been resolved with a digital assistant”

IBMPublished by the organization itself (post), no named author

“CashPro Chat is used by 65% of clients, with Erica handling greater than 40% of client interactions.”

Bank of AmericaPublished by the organization itself (post), no named author

“More than 98% of users find the information they need, significantly decreasing call center volume”

Bank of AmericaPublished by the organization itself (post), no named author

“2,000+ workflow-heavy service requests automated per quarter”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“Around half of Cora conversations are now entirely contained and we achieved a Cora CSAT of 66%.”

NatWest GroupPublished by the organization itself (post), no named author

“With 7% of incoming tickets handled by AI agents, Jaycar has saved around AUD85,000.”

ZendeskPublished by the organization itself (post), no named author

“To date, Erica has responded to 800 million inquiries from over 42 million clients”

Bank of AmericaPublished by the organization itself (post), no named author

“More than 2 billion since 2018. That's how many interactions Bank of America clients have had with Erica”

Bank of AmericaPublished by the organization itself (post), no named author

“More than 98% of clients get answers they need from Erica within 44 seconds, on average.”

Bank of AmericaPublished by the organization itself (post), no named author

“Ultimate’s AI agents automate up to 80 percent of support requests.”

ZendeskPublished by the organization itself (post), no named author

“an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention.”

Russell BrandomAI Editor · Outside the organization, Zendesk

“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”

Marc BenioffChair, CEO & Co-Founder · Executive, Salesforce

“50% are with agents, 50% are with humans.”

Marc BenioffChair, CEO & Co-Founder · Executive, Salesforce

“Our AI assistant is now available in more than 50 languages.”

Brian CheskyCo-founder and Chief Executive Officer · Executive, Airbnb

“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”

Jeff HoffmeisterChief Financial Officer · Executive, Shopify

“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.”

Balaji KrishnamurthyChief Financial Officer · Executive, Uber

“We also expanded AI-enabled capabilities across onboarding, operations and customer servicing, with five agents now live supporting our colleagues in core processes and our first customer-facing GenAI capability launched to help customers with Bankline queries.”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“New AI capabilities have improved service, increased efficiency, and allowed teammates to focus on higher-value client interactions.”

Alastair BorthwickExecutive Vice President and Chief Financial Officer · Executive, Bank of America

“Agentforce can resolve customer issues swiftly and accurately with answers grounded in our trusted, unstructured content unified in Data 360”

SalesforcePublished by the organization itself (regulatory filing), no named author

“By automating simple and repetitive tasks, our support engineers are able to augment and scale their time in a more valuable way”

SalesforcePublished by the organization itself (regulatory filing), no named author

“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.”

KlarnaPublished by the organization itself (regulatory filing), no named author

“AI tooling has reduced call summarisation time by more than 70%”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“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.”

AirbnbPublished by the organization itself (regulatory filing), no named author

“During 2025, we introduced new artificial intelligence (“AI”) features to help deliver customer support in certain countries and languages.”

AirbnbPublished by the organization itself (regulatory filing), no named author

“We built a custom agent built on 13 different models that have been tuned off of tens of thousands of conversations.”

Brian CheskyCo-founder and Chief Executive Officer · Executive, Airbnb

“We can teach you what to do because we have fully transformed our own customer experience”

Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author

“~9,000 contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.”

NatWest GroupPublished by the organization itself (post), no named author

“830M AI interactions”

ZendeskPublished by the organization itself (post), no named author

“Automate up to 80% of interactions with Zendesk AI agents.”

ZendeskPublished by the organization itself (post), no named author

“Built to improve with every resolution. Proven across 4.8B+ resolutions.”

ZendeskPublished by the organization itself (post), no named author

“Resolve up to 80%+ of even the most complex service issues across any channel.”

ZendeskPublished by the organization itself (post), no named author

“Messaging: By default, the conversation ends 2 hours after the first message in the conversation, though this can be increased up to 72 hours.”

ZendeskPublished by the organization itself (post), no named author

“18,000 customer service representatives receive real-time guidance in seconds, helping them resolve client needs faster”

Bank of AmericaPublished by the organization itself (post), no named author

“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.”

Eric GlymanCo-founder and co-CEO · Executive, Ramp

“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.”

Eric GlymanCo-founder and co-CEO · Executive, Ramp

“A third emails customers when something they asked for ships. More than 5,000 of those emails have gone out so far.”

Eric GlymanCo-founder and co-CEO · Executive, Ramp

“Agentforce conversations that result in a transfer to a human agent”

SalesforcePublished by the organization itself (post), no named author

“Agentforce conversations where Agentforce answered the customer's inquiry”

SalesforcePublished by the organization itself (post), no named author

“Agentforce conversations where the user did not engage with Agentforce after starting the conversation”

SalesforcePublished by the organization itself (post), no named author

“available 24/7, in seven languages, and now that same help is live not just over chat, but on 1-800-NO-SOFTWARE too.”

SalesforcePublished by the organization itself (post), no named author

“Discover how we enable our engineers to provide full resolutions in as little as one hour by bypassing discovery steps”

SalesforcePublished by the organization itself (post), no named author

“initially opening it to just 200 authenticated users within a four-week period”

SalesforcePublished by the organization itself (post), no named author

“Salesforce Help gets over 60 million visits annually from customers in need of assistance”

SalesforcePublished by the organization itself (post), no named author

“our support team still receives around two million support requests each year”

SalesforcePublished by the organization itself (post), no named author

“Some are seeing automated resolution rates spike 10% post-deployment.”

ZendeskPublished by the organization itself (post), no named author

“EricaAssist reduces average call times by nearly one minute per interaction”

Bank of AmericaPublished by the organization itself (post), no named author

“Later this year, Bank of America plans to expand EricaAssist to support additional servicing scenarios and business lines.”

Bank of AmericaPublished by the organization itself (post), no named author

“Used by more than 18,000 customer service representatives”

Bank of AmericaPublished by the organization itself (post), no named author

“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”

NatWest GroupPublished by the organization itself (post), no named author

“Cora, our digital assistant, deals with over 100 topics across mobile, online, and telephony banking.”

NatWest GroupPublished by the organization itself (post), no named author

“assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month.”

Bank of AmericaPublished by the organization itself (post), no named author

“now averaging more than 58 million interactions per month”

Bank of AmericaPublished by the organization itself (post), no named author

“we immediately activated them in our own support experience on day one.”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“with no human intervention required”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“Using our AI agent builder, we simply describe business procedures in natural language and the AI agent is ready to go.”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“When hiring for our service team, we were able to rescope the skillset to deemphasize the need for deep workflow expertise.”

Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk

“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.”

Bank of AmericaPublished by the organization itself (post), no named author

“We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.”

Sebastian SiemiatkowskiChief Executive Officer and co-founder · Executive, Klarna