{"id":12836,"date":"2025-11-18T12:00:00","date_gmt":"2025-11-18T01:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12836"},"modified":"2025-11-18T14:07:11","modified_gmt":"2025-11-18T03:07:11","slug":"state-of-service-report-announcement-2025","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/","title":{"rendered":"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>By 2027, AI is expected to handle half of all customer service cases \u2014 up from just 31% today.&nbsp;<\/em><\/li>\n\n\n\n<li><em>That sharp climb reflects a broader shift underway: AI has leapt from the margins to the mainstream, becoming the top priority for Australian service leaders.<\/em><\/li>\n\n\n\n<li><em>New research from Salesforce\u2019s <\/em><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>7th State of Service report<\/em><\/a><em> also reveals how AI is transforming front-line responsibilities and career opportunities as businesses evolve into agentic enterprises.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>According to a new global survey of 6,500 service professionals \u2014 including 250 in Australia and 50 in New Zealand, part of 1750 respondents across APAC \u2014 <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/what-is-ai\/\">AI<\/a> is no longer just automating decision trees, it\u2019s reshaping how service teams spend their time, grow their careers, and meet customer expectations.\u00a0<\/p>\n\n\n\n<p>So what does this shift look like in practice? Here are three key trends, according to Salesforce\u2019s newest <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/\"><em>State of Service<\/em><\/a> report.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-leaps-in-priority-as-service-teams-eye-gains-in-speed-cost-and-customer-satisfaction\"><strong>AI leaps in priority as service teams eye gains in speed, cost, and customer satisfaction<\/strong><\/h2>\n\n\n\n<p>AI has vaulted up the priority list for Australian <em>&nbsp;<\/em>service leaders \u2014 from outside the top ten to number one&nbsp; in just a year.&nbsp;<\/p>\n\n\n\n<p>\u201cAI is now the undeniable, number one priority for Australian service leaders as our local organisations evolve and elevate their customer experience approaches,\u201d said<strong> Jane Brown, SVP Sales, Salesforce in ANZ.<\/strong> \u201c This monumental shift to the &#8216;agentic enterprise&#8217; will free up valuable human talent to focus on complex problem-solving, developing new skills, and capturing high-value opportunities.\u201d<\/p>\n\n\n\n<p>This shift is already underway: Australian service teams estimate 31 per cent of cases are currently handled by AI. By 2027, as AI agents \u2014 or <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/digital-labor\/\">digital labour<\/a> \u2013 gain momentum, they project that figure will reach 60 per cent. This transition reflects the emergence of the <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/agentic-enterprise\/#:~:text=What%20is%20an%20agentic%20enterprise?%20An%20agentic,act%20on%20their%20own%20to%20complete%20tasks.\">agentic enterprise<\/a>, 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.<\/p>\n\n\n\n<p>Beyond resolving more cases, teams are betting on AI agents to amplify their impact, from cutting service costs to improving <a href=\"https:\/\/www.salesforce.com\/au\/service\/customer-service-incident-management\/what-is-customer-satisfaction\/\">customer satisfaction<\/a>. Australian service professionals project that <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/what-is-agentic-ai\/\">agentic AI<\/a> will boost upsell revenue by 15 per cent, while in New Zealand the potential revenue increase is 20 per cent.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ExpectedImpactofAIAgents\/Embed1?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-reps-with-ai-report-less-rote-work-more-growth-opportunities-and-a-brighter-career-outlook\"><strong>Reps with AI report less rote work, more growth opportunities, and a brighter career outlook<\/strong><\/h2>\n\n\n\n<p>Aside from organisation-level gains, AI is reshaping individual service reps&#8217; experiences at work. APAC reps using AI spend 20 per cent less time on routine cases \u2014 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. APAC reps with agentic AI spend even more time on high-complexity cases, dedicating 25 per cent of their week to the thorniest issues.<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-service-reps-with-agentic-ai-spend-a-quarter-of-their-week-on-highly-complex-issues\"><strong>Service reps with agentic AI spend a quarter of their week on highly complex issues<\/strong><\/h2>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ShareofCaseloadbyCategory\/Embed2?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>With AI agents taking on more cases, service reps have more time for other priorities \u2014 and every minute counts. As <strong>Robert Sutton, Commercial Director for <a href=\"https:\/\/www.salesforce.com\/au\/customer-stories\/sutton-tools\/\">Sutton Tools<\/a><\/strong> noted, providing more time for service teams is a big win. \u201cOur implementation of Agentforce on Service Cloud is allowing us to scale our service operations effectively, providing a means of augmenting our customer service teams with digital labour that will help reduce call volumes by an anticipated 20%.\u201d<\/p>\n\n\n\n<p>&#8220;By taking on tasks like providing product and inventory information autonomously, Agentforce will enable our teams to concentrate on personalised support and complex issues, rising to the challenge of meeting increased customer expectations, while we navigate the same challenges many service leaders called out in this research, such as operational costs, talent shortages and resolution times.&#8221;<\/p>\n\n\n\n<p>That extra time adds up. Compared with Australian and New Zealand non-users, agentic, AI-enabled service reps are significantly more likely to mentor colleagues, lead cross-functional projects, and improve processes. They\u2019re 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.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ServiceProsWithExtensiveOpportunitiesForTheFollowing\/Embed3?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>In fact, 84 per cent of APAC&nbsp; service reps with AI say it\u2019s creating growth opportunities. Specifically, 91 per cent&nbsp; of Australian service reps have developed new skills, and 92 per cent say their role has gotten more specialised as a result of working with AI tools. Most importantly, APAC service reps with AI feel good about where they\u2019re 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, specialisation, and leadership opportunities.<br><\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/Embed4\/Embed4?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13204\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024\" class=\"content-card__image\" alt=\"A screenshot of the Quadstar COMS Sales Console showing an SD-WAN quote interface\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Launches Agentforce for Communications to Turn Every Customer Interaction into a Growth Opportunity for Telcos\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13114\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"How Conversation Design Enables Agentic AI\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe Productivity Gap: New Survey Shows ANZ Sales Teams Are Betting On AI Agents To Help\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/12836\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-as-organisations-roll-out-ai-security-and-accuracy-remain-top-of-mind\"><strong>As organisations roll out AI, security and accuracy remain top of mind<\/strong><\/h2>\n\n\n\n<p>While service reps agree that AI is a lever for growth and opportunity, AI implementation does come with challenges. Still, 95 per cent&nbsp; of Australian and 86 per cent of New Zealand service leaders say the obstacles they\u2019ve faced were expected, and in many cases, less challenging than anticipated. Security remains the top concern, with 46 per cent&nbsp;of Australian and 62 percent of New Zealand service leaders saying security concerns have delayed or limited their AI initiatives.<\/p>\n\n\n\n<p>&#8220;While AI is the clear number one priority for Australian service leaders, the top challenge they face during implementation remains security concerns,\u201d said Brown. \u201cThese results provide a clear path forward: Australian enterprises that ground these implementations in a foundation of security and trust can ensure they are safely accelerating their adoption of agentic AI, turning their investment into measurable business value and overcoming siloed complexity.&#8221;<br><\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the full <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service report<\/a><\/li>\n\n\n\n<li>Learn how new <a href=\"https:\/\/www.salesforce.com\/blog\/agentforce-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce Service updates<\/a> help teams slash support costs and build customer loyalty<\/li>\n\n\n\n<li>Hear how service leaders from 1-800 Accountant and Salesforce are preparing their organisations for the future in this <a href=\"https:\/\/www.salesforce.com\/events\/webinars\/inside-state-of-service-25\/\" target=\"_blank\" rel=\"noreferrer noopener\">webinar<\/a><\/li>\n\n\n\n<li>Discover how <a href=\"https:\/\/www.salesforce.com\/au\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> helps service teams across every industry<\/li>\n\n\n\n<li>Join the <a href=\"https:\/\/serviceblazer.slack.com\/join\/shared_invite\/zt-38ewgkkht-prsLTdF0l1wq7DI7t2YGLg#\/shared-invite\/email\" target=\"_blank\" rel=\"noreferrer noopener\">Serviceblazer Community<\/a><\/li>\n\n\n\n<li>Find more insights on the <a href=\"https:\/\/www.salesforce.com\/news\/stat-library\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Stat Library<\/a><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\"><strong>Methodology:<\/strong><\/h4>\n\n\n\n<p>Data is sourced from a double-anonymous survey of 6,500 service professionals and decision makers conducted from April 25 through June 6, 2025, including 250 in Australia and 50 in New Zealand. 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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways According to a new global survey of 6,500 service professionals \u2014 including 250 in Australia and 50 in New Zealand, part of 1750 respondents across APAC \u2014 AI is no longer just automating decision trees, it\u2019s reshaping how service teams spend their time, grow their careers, and meet customer expectations.\u00a0 So what does [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":12834,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1114,1116],"sf_topic":[4227,4027,4208,1124],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1515],"sf_collection":[4233],"sf_visibility":[1539],"coauthors":[],"class_list":["post-12836","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_theme-future-of-work","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-customer-service-and-support","sf_location-anz","sf_collection-fy26-q4"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce 2025 State of Service Report - Salesforce<\/title>\n<meta name=\"description\" content=\"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows\" \/>\n<meta property=\"og:description\" content=\"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-18T01:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-18T03:07:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows\",\"datePublished\":\"2025-11-18T01:00:00+00:00\",\"dateModified\":\"2025-11-18T03:07:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\"},\"wordCount\":1056,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png\",\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\",\"name\":\"Salesforce 2025 State of Service Report - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png\",\"datePublished\":\"2025-11-18T01:00:00+00:00\",\"dateModified\":\"2025-11-18T03:07:11+00:00\",\"author\":{\"@id\":\"\"},\"description\":\"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png\",\"width\":1200,\"height\":675,\"caption\":\"Salesforce 2025 State of Service Report\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/au\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Salesforce 2025 State of Service Report - Salesforce","description":"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/","og_type":"article","og_title":"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows","og_description":"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.","og_url":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/","og_site_name":"Salesforce","article_published_time":"2025-11-18T01:00:00+00:00","article_modified_time":"2025-11-18T03:07:11+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/"},"author":{"name":"","@id":""},"headline":"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows","datePublished":"2025-11-18T01:00:00+00:00","dateModified":"2025-11-18T03:07:11+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/"},"wordCount":1056,"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","inLanguage":"en-AU"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/","url":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/","name":"Salesforce 2025 State of Service Report - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","datePublished":"2025-11-18T01:00:00+00:00","dateModified":"2025-11-18T03:07:11+00:00","author":{"@id":""},"description":"Service professionals from across ANZ expect AI to handle over half of all customer service cases by 2027, according to new Salesforce data.","breadcrumb":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","contentUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","width":1200,"height":675,"caption":"Salesforce 2025 State of Service Report"},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-service-report-announcement-2025\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/au\/news\/"},{"@type":"ListItem","position":2,"name":"AI Expected to Resolve Half of Service Cases in ANZ by 2027, Data Shows"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/news\/#website","url":"https:\/\/www.salesforce.com\/au\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/11\/AI-Expected-to-Resolve-Half-of-Service-Cases-by-2027-Data-Shows.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/12836","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/comments?post=12836"}],"version-history":[{"count":4,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/12836\/revisions"}],"predecessor-version":[{"id":12864,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/12836\/revisions\/12864"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media\/12834"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media?parent=12836"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/categories?post=12836"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/tags?post=12836"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_content_type?post=12836"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_theme?post=12836"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_topic?post=12836"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_product?post=12836"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_industry?post=12836"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_role?post=12836"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=12836"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_location?post=12836"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_collection?post=12836"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_visibility?post=12836"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/coauthors?post=12836"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}