AI CX Intelligence Report

Typewise’s 2026 Agentic AI in Customer Service Index

The findings from a survey of 200+ frontline customer service reps across the U.S., UK, and Germany reveal how AI is actually being used today and where organizations are struggling to make it work.

81% of customer service teams still operate AI as disconnected tools rather than coordinated AI agents.
Only 1 in 5 human agents say multiple AI systems clearly work together in their workflows.
72% say AI improves efficiency, but only 42% say it actually reduces their workload.
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