AI expected to resolve 50% of service cases in India by 2027: Salesforce research

Salesforce 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 labour – 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 ...