Salesforce says AI to run 50% of customer service cases by 2027

Artificial intelligence is projected to manage half of all customer service cases within the next two years, according to findings from a new global Salesforce survey. The report indicates that the number is 30 per cent of cases today.

The priority of AI among service leaders has seen a significant rise, now ranking as the second-most important focus, just behind improving the customer experience. This change comes as organisations seek ways to integrate automated solutions with traditional human-driven support.

The report, sourced from over 6,500 global service professionals and decision-makers, reveals that customer service teams are currently using AI to resolve everyday inquiries. Projections indicate that AI agents, described as digital labour, will account for 50 per cent of all managed cases by 2027. Service professionals anticipate that this evolution will allow human representatives to focus on unique queries that require greater judgment and expertise.

Service professionals forecast that AI tools will result in a 20 per cent reduction in service costs, alongside a 20 per cent increase in customer satisfaction scores. 

Salesforce views the adoption of AI as not just transforming organisational performance but also the individual experience of service representatives. Those using AI spend approximately 20 per cent less time on routine cases, translating to about four hours a week that can be redirected to more complex matters. AI also supports workflow automation for frequent requests such as password resets and status inquiries.

"Elevating the customer experience remains the North Star for service teams, but how we deliver on it is evolving. AI agents go beyond predictions and automation; they can understand context, take action, make decisions, and adapt in real time," Kishan Chetan, EVP and General Manager of Salesforce Service Cloud. "That shift gives human reps more space to focus on what they do best: solving high stakes, complex problems and building trust with customers."

In other words, with basic cases covered, customer service representatives have reported more opportunities to provide mentorship, lead projects, and work with high-value cases. These shifts are resulting in more specialised roles and the development of new skills, with 86 per cent of service reps indicating they have advanced their capabilities through AI. Almost three out of four AI users feel that the technology is creating opportunities for career growth.

The survey also touched on leaders' concerns towards security and accuracy when adopting these technologies. It reported that 51 per cent of service leaders said security concerns have delayed or limited their AI initiatives.

"AI is creating new opportunities for customers, service teams, and businesses," said Chetan. "But we also need to be clear-eyed: AI implementations must be grounded in security, trust, and thoughtful change management so benefits aren't just measured in efficiency gains but in how they support the workforce as well."

Overall, the expansion of AI in customer service is closely monitored by both company leaders and individual workers, many of whom express optimism about future career prospects linked to further automation.