As we head into this year, it’s really interesting to see how much AI adoption has accelerated, with more and more businesses incorporating AI Agents as a key component of transforming customer service.  But while our research shows that most customer service teams now use AI, a gap is opening up between teams that have deployed AI at a surface level and those that have integrated it deeply. In other words, it’s becoming clear that launching AI is easy, but transforming with it is not.