Singapore Service Professionals Leaning Into AI To Boost Efficiencies As Customer Service Viewed As Revenue Driver
Customer service is expected to be a key revenue driver for the year.
According to Salesforce’s recently released State of Service report, 80% of service professionals in Singapore expect customer service to contribute more revenue this year.
For that reason, service teams are also reportedly investing in scaling up, with 77% of professionals in the sector expecting more budget and another 71% expecting more headcount.
The report, which gathers the insights of over 5,500 service professionals across 30 countries – 100 of which come from Singapore – found that the sector is also leaning towards artificial intelligence (AI) technology to boost efficiencies and personalise customer experiences.
Up to 90% of service professionals in Singapore shared that they are using or evaluating AI. In line with that, 90% also said they plan to increase AI investments this year. Among the top three use cases for the technology include automated summaries and reports, customer-facing intelligent assistants and service responses.
Meanwhile, 97% of service professionals said AI helps save them time with their tasks.
The adoption of AI could be a big help to service teams as customer expectations rise. Over 65% of service professionals said they expect higher case volume next year. Additionally, 81% said customers are more demanding than they used to be.
Service professionals are also stepping up their data integration to enable human agents and AI systems. 72% of service professionals said better access to data from other teams would improve support, while another 87% said they are increasing investment in data integration this year.
“Generative AI will allow agents to provide a smoother and more personalised customer service experience, freeing up time to focus on relationship building,” Gavin Barfield, Chief Technology Officer and Vice President of Solutions at Salesforce ASEAN. “At the same time, data and AI is enabling service teams to demonstrate their ability to drive revenue growth through greater efficiency and upsell activities.”
“AI is helping customer service agents be more efficient by reducing administrative tasks, which frees up time for them to focus on delivering personalised customer experiences and revenue generation,” he added.
80% of service professionals in Singapore expect customer service to contribute more revenue this year, according to a Salesforce study.
90% also shared that they are using or evaluating the use of AI.
The adoption of AI could be a big help to service teams as customer expectations rise, with over 65% of respondents saying they expect higher case volume next year.