95% of service professionals in Ireland using artificial intelligence (AI) say it saves them time, according to a new survey from software company Salesforce.
The 'State of Service' report gathered insights from over 5,500 service professionals across 30 countries, including 100 from Ireland.
The report covers the priorities, challenges and strategies shaping customer service, including how teams are using AI and data to increase revenue, efficiency and customer satisfaction.
The research found that 73% of service organisations in Ireland are using or evaluating AI, while 85% are planning to increase AI investments this year.
According to the study, increased demands are putting extra pressure on customer service agents with respondents saying they spend an average of just 33% of their time helping customers.
90% of service professionals in Ireland say customers are more demanding than they used to be.
"The power of data and AI, is enabling Irish service and field service teams to be more proactive and productive," said Paul O' Sullivan, SVP Solution Engineering and CTO Salesforce UKI.
"We’re seeing a strategic shift within businesses, with teams deflecting more issues with smarter self-service, and devoting more time and energy to generating revenue," Mr O'Sullivan said.
