Survey Finds 94% of Indian Service Professionals Using AI Report Time Savings

Salesforce (NYSE: CRM), the leading CRM provider, has released its latest State of Service report, drawing insights from over 5,500 service professionals across 30 countries, including 300 respondents from India.

The report delves into the key priorities, challenges, and strategies shaping customer service, highlighting the growing utilization of AI and data to enhance revenue, efficiency, and customer satisfaction amidst escalating expectations.

Key findings from the research include:

• Increased Adoption of AI for Efficiency: To maintain service quality while scaling operations, organizations are increasingly embracing AI.
  • 73% of Indian service organizations are either using or considering AI.
  • 93% plan to increase AI investments this year.
  • Top AI applications in India include automated reporting, intelligent recommendations, and knowledge article creation.
  • 94% of Indian service professionals using AI report time savings.
• Shift Towards Revenue Generation: Service departments are transitioning from cost centers to revenue drivers, with substantial investment focus.
  • 79% of Indian organizations anticipate higher service revenue.
  • 85% expect increased budget allocation.
  • 80% foresee augmented staffing.
• Mounting Pressure on Service Teams: Rising customer demands are putting strain on service agents.
  • Indian agents spend only 35% of their time assisting customers.
  • 77% of Indian service organizations predict increased case volumes.
  • 88% note heightened customer demands.
• Strengthening Data Capabilities: Service entities are prioritizing data integration efforts to empower both human agents and AI systems.
  • 92% of Indian service professionals believe enhanced access to cross-team data would enhance support.
  • 81% are boosting investment in data integration this year.

Arun Kumar Parmeswaran, Managing Director – Sales, Salesforce India, emphasized the pivotal role of AI in meeting escalating customer expectations. He highlighted the benefits of AI in boosting productivity, reducing costs, and enhancing customer experiences. He also underscored the significance of achieving a balance between speed and quality in service delivery, facilitated by advancements in automation and data capabilities. AI and data integration, according to Parmeswaran, are driving the next level of customer experience, unlocking revenue opportunities and delivering unmatched value to customers.