Salesforce has released the new State of Service report, sharing insights from over 5,500 service professionals across 30 countries — including 100 from UAE.
Salesforce has released the new State of Service report. Salesforce conducted a double-anonymous survey of over 5,500 service professionals between December 8, 2023, and January 22, 2024. Respondents were sourced from 30 countries and roles including service operations, service agents, mobile workers, service managers/directors, and service leadership/head of service.
The report covers the priorities, challenges, and strategies shaping customer service, including how service teams are tapping AI and data to increase revenue, efficiency, and customer satisfaction amid rising customer expectations.
Thierry Nicault, Area Vice President and General Manager, Middle East, Salesforce, said, “The State of Service research clearly shows that the AI genie is out of the bottle in the UAE, where most service organizations are already using the technology or actively looking to implement it. By deploying AI smartly, organizations in the UAE will be able to maximize the value of their data, boosting intelligence, and helping to improve customer service and experience. Far from being perceived as a cost, this will help position service teams to become revenue drivers within their organization.”
To scale service without sacrificing quality, organizations are increasingly turning to AI. As per reports, 93% of service organizations in the UAE are using or evaluating AI and 75% of service organizations in the UAE plan to increase AI investments this year. The top 3 service use cases for AI in the UAE claimed in the report are Agent-facing intelligent assistants, Customer-facing intelligent assistants and Service responses, Intelligent offers and recommendations 89% of service professionals in the UAE with AI say it saves them time.
Service Organizations Double-Down on Revenue Generation. The trend of viewing service as a revenue driver instead of a cost center is accelerating, and service teams are making investments to scale.
