AI Expected to Resolve Nearly Half of Customer Service Cases in Singapore by 2027, Data Shows

• By 2027, AI is expected to handle nearly half (41%) of all customer service cases in Singapore
• Customer service leaders are building a strong foundation for AI: Improving skills is top priority, followed by automating processes and workflows, with AI implementation in third
• Customer service representatives reaping the benefits: AI frees up an estimated four hours a week; eight in 10 (84%) say it’s creating growth opportunities

SINGAPORE – 13 January, 2026 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, has released findings from its 7th State of Service report. According to the global survey of 6,500 service professionals —100 of whom are based in Singapore— AI is reshaping how service teams spend their time, grow their careers, and meet customer expectations. 

AI leaps in priority as service teams eye gains in speed, cost, and customer satisfaction

AI has moved up the priority list for Singapore’s service leaders — from #9 to #3 in just a year. 

“For decades, customer service has been limited by a commercial constraint: businesses couldn’t afford to hire enough staff to answer every call instantly, so they relied on workarounds like hold music to manage the volume of inquiries. AI agents eliminate this trade-off, solving for both scale and quality. Instead of rationing exceptional service, companies can now use AI agents to deliver the immediate, tailored attention of a personal concierge to the mass market. This allows human teams to stop managing queues and start managing the complex, high-value relationships that truly drive growth,” said Gavin Barfield, Vice President and Chief Technology Officer, Solutions, Salesforce ASEAN.

Service teams in Singapore estimate 30% of cases are currently handled by AI. By 2027, as AI agents — or digital labour – gain momentum, they project that figure will reach 41%. 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.

Beyond resolving more cases, teams are betting on AI agents to amplify their impact, from cutting service costs to improving customer satisfaction. Singapore’s service professionals project that agentic AI will boost upsell revenue by 15%. 

Reps with AI report less rote work, more growth opportunities, and a brighter career outlook

Aside from organization-level gains, AI is reshaping individual service reps’ experiences at work. Reps in Singapore using AI spend 20% less time on routine cases — freeing up an estimated [four] hours per week for more complex work. That means less time handling password resets and status updates and more time making nuanced judgment calls and managing tricky exceptions. Representatives in Singapore with access to agentic AI spend even more time on high-complexity cases, dedicating a quarter of their week to the thorniest issues.

That extra time adds up. Compared with non-users, agentic AI-enabled service reps are significantly more likely to mentor colleagues, lead cross-functional projects, and improve processes. They’re also more likely to work with high-value customers and take on leadership roles, showing how AI can open doors for more impactful, career-building work. 

In fact, 84% of Singapore’s service reps with AI say it’s creating growth opportunities. Specifically, 75%  have developed new skills, and 78% say their role has gotten more specialized as a result of working with AI tools. Most importantly, APAC service reps with AI feel good about where they’re headed, with agentic AI users being the most optimistic about their career prospects. This may reflect a selection bias among future-focused early adopters, but it aligns with their reported skill-building, specialization, and leadership opportunities.

As organizations roll out AI, security and accuracy remain top of mind

While service reps agree that AI is a lever for growth and opportunity, AI implementation does come with challenges. Still, 86%  of Singapore’s service leaders say the obstacles they’ve faced were expected — and in many cases, less challenging than anticipated. Security remains the top concern, with 49% of Singapore’s service leaders saying security concerns have delayed or limited their AI initiatives.

Even there, sentiment is shifting. Salesforce’s latest State of IT: Security report found that all surveyed security leaders expressed optimism about AI agents, with each identifying at least one area where these tools could strengthen their security posture. Many pointed to improvements in threat detection, anomaly monitoring, and breach prevention. When implemented with care, agentic AI can be viewed not just as a risk to mitigate but as a tool to improve resilience.

Go deeper:

• Read the full State of Service report
• Learn how new Agentforce Service updates help teams slash support costs and build customer loyalty
• Hear how service leaders from 1-800 Accountant and Salesforce are preparing their organizations for the future in this webinar
• Discover how Service Cloud helps service teams across every industry
• Join the Serviceblazer Community
• Find more insights on the Salesforce Stat Library

Methodology:

Data is sourced from a double-anonymous survey of 6,500 service professionals and decision makers conducted from April 25 through June 6, 2025. Respondents represented Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Czech Republic, Denmark, Finland, France, Germany, Greece, India, Indonesia, Ireland, Israel, Italy, Japan, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, and the United States.