Bengaluru, Nov 12 (UNI) 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 and increased opportunities for growth and specialization.
Indian service professionals also anticipate that agentic AI will boost upsell revenue by 16 per cent.
While enthusiasm for AI adoption is growing, 50 per cent of Indian service leaders continue to view security as a top challenge, often slowing implementation. However, Salesforce’s parallel ‘State of IT security report’ suggests optimism is increasing, with AI being recognized as a potential tool for stronger cybersecurity through enhanced threat detection and anomaly monitoring.
Salesforce’s State of Service report further notes that conversational and multimodal AI is becoming mainstream, with 44 per cent of Indian teams already using it to generate and understand multiple content types simultaneously.
Ninety percent of voice AI users reported that transitions to human representatives remain seamless, improving accessibility and customer satisfaction.
Commenting on the findings, Mankiran Chowhan, Managing Director – Sales & Distribution, 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 deeply personal outcomes. The agentic enterprise is empowering teams to redefine customer engagement globally.”
Shubham Gupta, VP – Engineering at Porter, added that AI has become “an indispensable partner” for their service operations, helping automate workflows and freeing agents to focus on higher-value tasks.
The report draws from a double-anonymous survey of 6,500 service professionals, including 300 respondents from India, conducted between April 25 and June 6, 2025, across 40 countries.
