Salesforce's 7th State of Service report has revealed how AI is reshaping how service teams spend their time, grow their careers, and meet customer expectations.
"Instead of rationing exceptional service, companies can now use AI agents to deliver the immediate, tailored attention of a personal concierge to the mass market. This allows human teams to stop managing queues and start managing the complex, high-value relationships that truly drive growth," said Gavin Barfield, vice president and chief technology officer, Solutions, Salesforce ASEAN.
AI in customer service in Singapore
The global survey of 6,500 service professionals, including 100 in Singapore, shows that AI currently handles 30% of cases and is expected to reach 41% by 2027.
Surveyed service professionals also expect agentic AI to boost upsell revenue by 15%.
Reps in Singapore using AI spend 20% less time on routine cases, giving them more time to mentor colleagues, lead cross-functional projects, improve processes, work with high-value customers and take on leadership roles.
The majority (84%) of Singapore's service representatives using AI report that it is creating growth opportunities. Additionally, 75% are developing new skills, and 78% say their roles have become more specialised due to the integration of AI tools.
Security and accuracy challenges
The survey also found that the majority (86%) of Singapore's service leaders expect obstacles that are, in many cases, less challenging than anticipated. Almost half of those surveyed are concerned about security, delaying and limiting AI initiatives.
