AI transforming service role for ANZ organisations


By Dylan Bushell-Embling
Monday, 20 May, 2024

AI transforming service role for ANZ organisations

Nearly seven in 10 (68%) services organisations in Australia and New Zealand are already either using or evaluating AI, while 86% plan to increase their AI investments this year, new research released by Salesforce suggests.

A global survey of service professionals found that 90% of respondents from Australia and New Zealand whose organisations have adopted AI said the technology is saving them time.

The top three service use cases for AI across the two markets are automated summaries and reports (67%), customer-facing intelligent assistants (55%), and service responses (55%), Salesforce said.

AI, automation and other emerging solutions have the potential to save service staff valuable time. The survey found that currently ANZ agents are on average spending only 38% of their time servicing customers, with the majority spent on other tasks such as automatically entering task notes, internal meetings and training, and other generic administrative tasks.

To support their AI systems as well as human agents, 86% of service professionals hope to be able to secure better access to data from other teams, and 79% say their organisations are increasing investment in data integration this year.

The research also found that ANZ service organisations are doubling down on revenue generation, with 79% of respondents from the region expecting service to contribute more revenue this year. Meanwhile, 69% expect a higher budget and 67% expect to be able to increase their headcount this year.

Rowena Westphalen, Senior Vice President of Innovation, AI & Customer Advisory at Salesforce APAC, said the findings demonstrate the impact AI is having on the service function.

“Thanks to the power of data and AI, a new, more proactive and productive generation of service and field teams is emerging in Australia,” she said. “Service teams are using smarter self-service to resolve issues, giving them more time and energy to contribute to business bottom line — indicating a shift in their role within business.”

Image credit: iStock.com/mediaphotos

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