AI to manage India’s half of service cases by 2027: Report
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Hyderabad: Artificial intelligence is rapidly reshaping India’s customer service landscape, with AI expected to manage half of all service cases in the country by 2027, according to Salesforce’s 7th State of Service report released today.
The study highlights a sharp surge in AI adoption, driven by the need for faster response times, reduced service costs, and more personalized customer experiences.
Salesforce, the world’s leading AI-powered CRM platform, said that AI has become the second-highest priority for Indian service leaders this year—up from seventh place in the previous edition of the report—surpassed only by the continued focus on improving customer experience. Indian service teams estimate that 30% of customer service cases are currently resolved by AI. By 2027, that number is projected to rise to 50%, powered by the emergence of “agentic enterprises”.
