AI to resolve 50% of service issues of enterprises in India by 2027: Salesforce

Salesforce, a Californian AI CRM firm, on Wednesday (November 12, 2025) said that AI is expected to resolve 50% of service related issues of enterprises in India by 2027 as AI agents or digital labour gain momentum.

According to Mankiran Chowhan, Managing Director-Sales & Distribution, Salesforce, this transition reflects the emergence of the agentic enterprise, where AI agents work alongside human teams as collaborative partners, reasoning and acting independently to handle routine tasks while employees focus on more complex, higher-value work.

Quoting recent findings by Salesforce, she said, AI has vaulted up the priority list for Indian service leaders — from 7th position to 2nd position in just one year, and Indian service leaders’ top priorities remained the same over the years: better customer experience, security and accuracy.

“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,” she said at a media conference in Bengaluru.

Ms. Chowhan further said that businesses across the country — startups to legacy enterprises — have been trying to reimagine services by combining data, trust, and intelligence.

Salesforce’s State of IT: Security report, found that all surveyed security leaders were optimistic about AI agents’ potential to strengthen their security posture. Some 90% of Indian service leaders say the challenges they’ve faced with AI adoption were expected or easier than expected. Leaders participating in the survey also highlighted AI’s ability to enhance threat detection, anomaly monitoring, and breach prevention, when implemented responsibly.