Salesforce has announced findings from its latest State of Service report, revealing that AI is no longer just automating routine tasks; it is transforming how service teams work, grow, and deliver customer experiences.
AI leaps in priority as service teams eye gains in speed, cost, and customer satisfaction
- AI has vaulted up the priority list for Indian service leaders — from #7 to #2 in just a year. What hasn’t changed is Indian service leaders’ top focus: improving the customer experience.
- This shift is already underway: Indian service teams estimate 30% of cases are currently handled by AI. By 2027, as AI agents — or digital labor – gain momentum, they project that figure will reach 50%. This transition reflects the emergence of the agentic enterprise, where AI agents work alongside human teams as collaborative partners, reasoning and acting independently to handle routine tasks while employees focus on more complex, higher-value work.
- Beyond resolving more cases, teams are betting on AI agents to amplify their impact, from cutting service costs to improving customer satisfaction. Indian service professionals project that agentic AI will boost upsell revenue by 16%.
Reps with AI report less rote work, more growth opportunities, and a brighter career outlook: Aside from organization-level gains, AI is reshaping individual service reps’ experiences at work.
- In India, 69% of AI agent users and 12% of non Agent users have a very positive outlook. This may reflect a selection bias among future-focused early adopters, but it aligns with skill-building, specialization, and leadership opportunities.
As organizations roll out AI, security and accuracy remain top of mind
- 90% of Indian service leaders say the challenges they’ve faced with AI adoption were expected or easier than expected.
- Security remains the leading concern, with half of Indian service leaders reporting that it has delayed or limited their AI initiatives.
- However, sentiment is shifting, Salesforce’s State of IT: Security report found that all surveyed security leaders are optimistic about AI agents’ potential to strengthen their security posture.
- Leaders highlighted AI’s ability to enhance threat detection, anomaly monitoring, and breach prevention.
- When implemented responsibly, agentic AI is increasingly being seen not as a risk, but as a driver of greater resilience and trust.
AI is getting more conversational, with 44% of Indian service teams now using multimodal AI capable of understanding and generating multiple content types at once. Additionally, 90% of voice AI users say transitions to human representatives are seamless for customers, enhancing accessibility and engagement.
Mankiran Chowhan, Managing Director – Sales & Distribution at Salesforce India, said “India is at the forefront of a service revolution. AI isn’t just about efficiency—it’s about enabling service teams to anticipate needs, act with empathy, and deliver outcomes that feel deeply personal. We’re seeing businesses across India—from startups to legacy enterprises—reimagine what great service looks like by combining data, trust, and intelligence. This shift toward becoming an agentic enterprise, where agents and humans collaborate for better outcomes, is creating a new generation of empowered service teams and AI-driven experiences that are setting global benchmarks for customer engagement.”
