Half of customer service cases in Portugal will be handled by Artificial Intelligence (AI) by 2027, a Salesforce study revealed on Wednesday.
The seventh edition of the “State of Service” study, conducted globally and gathering responses from professionals in Portugal, indicates that AI is evolving beyond automating decision processes. It is transforming how service teams allocate their time and is expected to manage half of customer service cases by 2027—an increase from the current 30%, according to a statement obtained by Notícias ao Minuto.
“Enhancing the customer experience remains the main goal for service teams, but the methods are changing,” stated Kishan Chetan, Executive Vice President and General Manager of Salesforce Service Cloud, in the same release. “AI agents go beyond predictions and automation; they understand context, act, make decisions, and adapt in real-time. This shift allows human professionals to focus more on what they do best: solving complex and high-stakes problems and building trust with customers,” he added.
Salesforce reveals that AI has slightly risen on the priority list for service sector leaders in Portugal—from 8th to 6th place over the past year—who estimate that 30% of cases are currently managed by AI.
“By 2027, as AI agents or digital workforce gain momentum, this figure should reach 50%.”
Advantages of Using AI
“Beyond handling more cases, teams are investing in AI agents to enhance their impact, from reducing service costs to improving customer satisfaction. Professionals indicate that AI agents could even increase upsell revenue by 18%,” the release states.
Furthermore, “Apart from organizational benefits, AI is reshaping individual work experiences. In the EMEA region (Europe, Middle East, and Africa), including Portugal, professionals using AI spend 20% less time on routine tasks, freeing approximately four hours per week for more complex work. This reality means less time on password resets and status updates, and more time on deliberate decision-making and managing intricate exceptions.”
Additionally, compared to “those not using AI, EMEA professionals utilizing AI agents are much more likely to mentor colleagues, lead cross-functional projects, and improve processes.”
“They are also more likely to work with high-value clients and take on leadership roles, demonstrating how AI can open doors to more impactful work and career development,” it is explained further.
“The vast majority of service professionals in the region (85%) using AI assert that it is creating growth opportunities. Specifically, 87% of Portuguese professionals have developed new skills, and 84% claim their roles have become more specialized owing to working with AI tools. The use of these tools is making EMEA professionals more optimistic about the future of their careers,” the report concludes.
