Prime Highlight:

• Artificial intelligence is set to take on a significantly larger role in customer service in Singapore, as companies accelerate automation to improve efficiency and growth.
• While AI adoption is rising quickly among service leaders, concerns over data security remain a key barrier to wider deployment.

Key Facts:

• Salesforce’s State of Service report projects AI will manage 41% of customer service cases in Singapore by 2027, up from 30% currently.
• Service employees using AI tools report spending 20% less time on routine tasks, saving about four hours per week for more complex customer interactions.

Background:

Artificial intelligence will handle a bigger share of customer service in Singapore. By 2027, AI is expected to manage 41% of service cases, a sharp rise from the current estimate of 30%, according to Salesforce’s seventh State of Service report released on January 13, 2026.

The report draws insights from a survey of 100 service professionals in Singapore and forms part of a global study involving 6,500 respondents. It points to a steady move towards automation as firms aim to improve speed, cut costs and boost revenue.

AI has climbed rapidly on the list of priorities for service leaders in Singapore. It now ranks third, compared with ninth place a year ago. Leaders also expect wider use of AI to drive growth, with respondents projecting a 15% increase in upsell revenue linked to AI-led service operations.

At the employee level, the benefits are already visible. Service staff who use AI tools said they now spend 20% less time handling routine cases. This saves them around four hours each week, which they can redirect to more complex customer issues that need human judgment and personal care.

Despite the gains, challenges remain. Security continues to worry many companies. Nearly half, or 49%, of service leaders said concerns around data safety and system risks have delayed or limited how far they deploy AI in daily operations.

Salesforce said the results show that Singapore firms are moving fast to adopt AI, but they must balance innovation with trust and safety. As customer demands rise and digital channels expand, service teams are under pressure to do more with fewer resources.

Experts say companies that invest early in safe and smart AI systems will get a big advantage in customer experience and revenue, as AI is expected to handle nearly half of service cases within two years.

Read Also : Singapore Leads the World in AI Adoption, Prioritizing Growth and Innovation