AI to solve 50% of Indian companies’ service problems by 2027: Salesforce

California-based AI CRM firm Salesforce said on Wednesday (November 12, 2025) that 50% of Indian companies’ service-related problems will be solved with AI by 2027 as AI agents and digital labor gain momentum.

Mankiran Chauhan, managing director of sales and distribution at Salesforce, said this shift reflects the emergence of agent companies, where AI agents work alongside human teams as collaborative partners, reasoning and acting independently to handle day-to-day tasks, while employees focus on more complex, high-value tasks.

Citing a recent study by Salesforce, he said AI has jumped from seventh to second on the priority list of Indian service leaders in just one year and that the top priorities of Indian service leaders have remained the same for years: improving customer experience, security and accuracy.

“India is at the forefront of a services revolution. AI is not just about efficiency, it is about enabling service teams to anticipate needs, act with empathy and deliver highly personalized outcomes,” she said at a media conference in Bangalore.

Mr. Chouhan further said that businesses across the country, from start-ups to traditional enterprises, are reimagining services by combining data, trust and intelligence.

The State of IT at Salesforce: Security The report found that all security leaders surveyed were optimistic about the potential of AI agents to strengthen their security posture. Nearly 90% of Indian service leaders say the challenges they faced in implementing AI were either as expected or easier than expected. Leaders who participated in the study also emphasized the ability of AI to enhance threat detection, anomaly monitoring, and breach prevention when deployed responsibly.