Neuron7 survey of 125 service leaders shows how deploying domain-specific AI boosts productivity, improves customer experience and achieves ROI

Neuron7.ai, the leader in AI for service intelligence, released a study that underscores how artificial intelligence (AI) is becoming an operational reality in service organizations, with most deploying or planning applications designed to drive efficiency, improve customer experience and deliver measurable business outcomes. The comprehensive survey of 125 service organization leaders revealed that they are moving generative AI and agentic AI from experimentation to real-world deployments that speed resolutions, improve information access and enhance self-service capabilities.

“Despite recent reports that claim the vast majority of generative AI projects fail to deliver measurable impact, we’re seeing quite the opposite in the service sector,” said Niken Patel, Neuron7 CEO and co-founder. “These organizations are taking an intelligent approach to AI, avoiding failed wrapper solutions and, instead, focusing on domain-specific applications built on a solid layer of intelligence across case history, knowledge, device logs and expert-level know-how. With leadership buy-in and the ability to demonstrate clear returns, service organizations are setting a benchmark for the most impactful use of AI.”

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While most AI studies focus on enterprise IT, Neuron7 broadened the lens – surveying service organizations across mid-size and large companies – and found:

• AI is moving from hype to operational reality: While about 12% have AI solutions in operation, another 34% are now deploying a solution and an additional 30% are defining use cases, KPIs and success criteria.
  
  
• Leadership is driving the charge: 86% of respondents influence or approve AI-related projects and are engaged in customer experience or productivity initiatives.
  
  
• ROI is king: The ability to demonstrate measurable returns is the most critical factor in securing AI investment, with 72% indicating they want to increase the first-time fix rate and first-call resolution, and 68% seeking to improve technician and agent productivity.
  
  
• Efficiency and customer empowerment are top priorities: Organizations are laser-focused on achieving faster resolutions (83%), improving information access (71%) and self-service capabilities (55%).
  
  
• Early results matter: 67% prefer to start with high-frequency, low-complexity issues, reflecting a focus on solving real-world problems and achieving measurable ROI. These early, tangible wins are more likely to secure ongoing investment and enable them to scale their initiatives.
  
  
• Cost and workforce impact are rising themes: As AI matures, organizations are increasingly focused on cost reduction, headcount optimization and workflow efficiency as key outcomes.

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