AI set to take 41% of Singapore service work by 2027

Service staff using AI report spending 20% less time on routine cases, freeing about 4 hours weekly.

Artificial Intelligence (AI) is expected to handle 41% of customer service cases in Singapore by 2027, up from an estimated 30% currently managed by AI, according to Salesforce’s seventh State of Service report released on 13 January 2026.

The findings are based on responses from 100 Singapore-based service professionals surveyed as part of a global study of 6,500 respondents, Salesforce said. The report indicates a continued shift towards automation in customer service operations over the next two years.

AI has moved up service leaders’ priority lists in Singapore, rising to third place from ninth a year earlier, the survey showed. Respondents projected a 15% increase in upsell revenue associated with wider use of AI in service functions.

At the workforce level, service representatives in Singapore using AI reported spending 20% less time on routine cases, freeing up an estimated four hours per week for complex tasks, according to the survey. Security concerns remain a constraint, with 49% of service leaders saying such issues have delayed or limited AI implementation.

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