AI to resolve half of service cases in India by 2027: Salesforce Report

Artificial intelligence (AI) is rapidly transforming the Indian customer service landscape, with new Salesforce research projecting that AI will resolve 50 percent of all service cases in India by 2027 — up from just 30 percent today.

According to Salesforce’s 7th State of Service report, AI has vaulted to the number 2 priority for Indian service leaders, second only to improving the customer experience. This marks a dramatic leap from its position at number 7 just a year ago, reflecting the acceleration of AI adoption across the industry.

Indian service teams are already feeling the impact: currently, AI handles almost one in three customer service cases. As AI agents — or digital labour — gain momentum, that figure is expected to reach half of all cases in the next two years, the report said.

This shift signals the rise of the "agentic enterprise," where AI works alongside human teams, taking on routine tasks so employees can focus on complex, high-value work, the report suggested.

Beyond efficiency, service teams are betting on AI to cut costs and boost customer satisfaction. Indian professionals predict agentic AI will help increase upsell revenue by 16 percent. At the individual level, 69 percent of AI agent users in India report a very positive career outlook, compared with just 12 percent of non-users, suggesting that AI is creating new opportunities for growth, skill development, and leadership.

However, as organisations roll out AI, security and accuracy remain top concerns, the report noted.

Half of service leaders report that security issues have delayed or limited their AI initiatives. Still, optimism is growing: Salesforce’s State of IT: Security report found that all surveyed security leaders believe AI agents will enhance threat detection and breach prevention.

AI is also becoming more conversational and versatile, with 44 percent of Indian service teams now using multimodal AI that can handle multiple content types. Additionally, 90 percent of voice AI users say customer transitions to human representatives are seamless, further improving accessibility and engagement.

“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 outcomes that feel deeply personal,” said Mankiran Chowhan, Managing Director - Sales & Distribution at Salesforce India. “This shift toward becoming an agentic enterprise is creating a new generation of empowered service teams and AI-driven experiences that are setting global benchmarks.”

Shubham Gupta, VP - Engineering at Porter, added, “AI is an indispensable partner, helping our teams anticipate customer needs, automate workflows, and forge deeper relationships. It accelerates onboarding and adapts instantly to changes, liberating agents to deliver at scale. This is true transformation.”

The findings in the Salesforce report are based on a double-anonymous survey conducted between April 25 and June 6, 2025. The survey gathered insights from 6,500 service professionals and decision makers across 34 countries, including 300 respondents from India.