Transformation in action: Why AI deployment depth makes the difference

AI adoption in customer service is widespread, but there is a noticeable gap between teams merely implementing AI and those deeply integrating it into their operations, as observed in the "2026 Customer Service Transformation Report." While many organizations have invested in AI, only a small percentage have reached a mature level of deployment, where AI significantly enhances operations by automating complex tasks and improving customer interactions. Teams that achieve this maturity, such as Lightspeed, see substantial benefits, including faster resolution times, multilingual support across numerous countries, and higher customer satisfaction. Successful deep integration requires deliberate investment, executive support, clear AI performance ownership, and treating AI as core infrastructure rather than an add-on. The report highlights that the real value of AI is unlocked when organizations rethink their support structures around it, focus on maintaining high-quality content for AI to access, and create continuous improvement systems. The report encourages teams to transition from initial AI wins to complete transformation, leading to strategic impact and value-driven customer service.