JAKARTA - Salesforce's latest global survey of 6,500 service professionals, including 150 respondents from Indonesia, revealed that artificial intelligence (AI) has now changed the way customer service teams work.
In a report titled "State of Service", Salesforce found three main trends, namely the increasing priority of using AI, changes in the role of customer service agents, as well as the importance of security and accuracy aspects in the implementation of this technology.
First, this report highlights that customer service providers in Indonesia estimate that 40% of cases can now be handled by AI, and will reach 55% by 2027, when AI Agents are massively used.
Salesforce assesses that this transition reflects that AI and human agents can work side by side as collaborative partners, reasoning and acting independently to handle routine tasks, while human workers focus on more complex and higher value work.
In addition, across Asia-Pacific (APAC), customer service agents using AI spend 20% less time on routine cases. So, you can set aside time for more complex work.
In fact, 84% of customer service agents in the Asia Pacific region who use AI say it creates growth opportunities.
Specifically, 94% of customer service agents in Indonesia have developed new skills, and 90% say their roles have become more specialized thanks to working with AI tools.
Although customer service agents agree that AI is a factor that drives growth and creates opportunities, the implementation of AI does present challenges.
Nevertheless, 96% of Indonesia's leading service providers say that the obstacles they face have been anticipated, and in many cases, they are not as heavy as they expected.
Security remains a major concern, reflected by the opinion of 35% of service providers in Indonesia that concerns about security aspects are the reason they delay or limit AI initiatives.
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