<div>Service leaders are increasingly asked to deploy AI agents without a clear sense of what these systems can safely handle today, or where to start. In this episode, Matt Kravitz, Head of Customer Transformation for Service Cloud at Salesforce, breaks down a three-level maturity model for AI service agents — answering questions, accessing account data, and taking action — and how to sequence adoption. The conversation also covers a channel-strategy framework for deciding which support requests to deflect, route to digital-assisted support, or escalate to a live conversation, and how a business's overall service model should guide which use case to prioritize first.</div> <div> </div> <div>This episode is sponsored by <a href= "https://www.salesforce.com/eu/">Salesforce</a>.</div> <div> </div> <div>In this episode, we cover how enterprise service leaders can sequence AI agent adoption — starting with agents that answer common questions, then adding account-data access, and finally the ability to take action on a customer's behalf. To go deeper on this topic, download our free PDF report, 'Beginning with AI,' at <a href="http://emerj.com/aik1">emerj.com/aik1</a></div>
