20+ Support Automation Statistics (2026)
Converge Team
Data on automation adoption in customer support, including auto-routing, auto-replies, chatbots, and AI-assisted workflows.
Key Highlights
- 64% of support teams use some form of automation (up from 45% in 2023) (Salesforce State of Service, 2025)
- 30% Average cost reduction from implementing support automation (Gartner Customer Service Technology, 2025)
- 25% of tickets now resolved without human intervention (Gartner Customer Service Technology, 2025)
- 2x Faster ticket routing with automated assignment vs manual (Freshworks Global Benchmark Report, 2025)
- 40% of agent time saved by AI-suggested replies and auto-fill (Intercom Customer Support Trends, 2025)
Automation Adoption
ROI & Savings
AI-Specific
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Salesforce State of Service
- • Gartner Customer Service Technology
- • Freshworks Global Benchmark Report
- • Intercom Customer Support Trends
- • Salesforce State of Service
- • Freshworks Global Benchmark Report
- • HubSpot State of Service
- • Intercom Customer Support Trends
- • Gartner Customer Service Technology
- • Zendesk CX Trends Report
Frequently Asked Questions
Key stats: 64% of support teams use some form of automation (up from 45% in 2023). 30% Average cost reduction from implementing support automation. 25% of tickets now resolved without human intervention. See all 20+ statistics on this page.
These statistics are sourced from industry reports including Salesforce State of Service, Gartner Customer Service Technology, Freshworks Global Benchmark Report, Intercom Customer Support Trends. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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