1 rich Libsyn https://www.libsyn.com 90 600 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. &amp;nbsp; This episode is sponsored by Salesforce. &amp;nbsp; 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 emerj.com/aik1 The AI in Business Podcast http://emerj.com <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/42401110/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/3a80a9/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/content/205017870