Vendor or customer material2025

Annual state-of-service reporting

Service-platform industry reporting

What this label means

A claim about the publisher's own product. Not a finding.

Citation

Publisher: Service-platform industry reporting
Title: Annual state-of-service reporting
Date: 2025
Provenance: Vendor or customer material
Method: Platform telemetry from customers of the reporting vendor, plus a user survey.
What it does not show: Resolution is defined by the platform, usually as “conversation closed without escalation”. It is not a measure of whether the customer's problem was solved.
Full reference: Service-platform industry reporting. Annual state-of-service reporting. 2025

Where this source appears

Cited on 1 field guide. The claim drawn from it on each one is reproduced below, so you can check the reading against the source itself.

Customer service
Around 65% of incoming queries were resolved without human intervention in 2025, up from about 52% in 2023.
Read the customer service guide

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