India, Sept. 18 -- As artificial intelligence (AI) agents take on routine customer-service interactions, the role of human service representatives is beginning to change. Rather than replacing people, the shift is creating a model in which AI handles repetitive work while employees focus on complex problems, judgement, and empathy.

On the sidelines of Dreamforce 2026, Shipra Sinha, Senior Analyst at CyberMedia Research (CMR), spoke with Prasad Raje, SVP, Service Cloud, Product Management at Salesforce, about how AI could reshape customer service, from agent-assisted workflows to autonomous interactions.

Raje compares the transition with the adoption of Excel. While there were concerns that spreadsheets could reduce the need for financia...