Bengaluru, Nov. 12 -- Artificial Intelligence (AI) will manage nearly 50 per cent of all customer service cases in India by 2027, up from 30 per cent today, according to Salesforce's latest State of Service report released on Wednesday.
The research highlights that AI has rapidly risen to become the second-highest priority for Indian service leaders - just behind customer experience enhancement. The study reflects a larger transformation toward what Salesforce terms the "agentic enterprise," where AI agents collaborate with humans to deliver faster, more personalized, and efficient service experiences.
The findings show that 69 per cent of Indian professionals already using AI report greater job satisfaction, citing reduced routine work a...