AI is transforming the way service teams meet customer expectations, spend their time, and develop their careers. For Spanish professionals, the integration of AI has become one of their main priorities. They are aware of the importance of artificial intelligence in their daily lives and recognize that it helps them satisfy customer needs.
This is revealed by the latest edition of Salesforce’s State of Service, carried out among 6,500 professionals in the service sector, 200 of them in Spain. According to the study, in 2027 AI is expected to manage 50% of all customer service cases in Spain, compared to 30% currently, according to professionals in the sector.
In addition, AI also has a very relevant impact on your professional performance. Thus, 72% of participants affirm that the use of AI improves their professional prospects and 84% confirm that AI makes them more productive in customer service.
AI in service management
AI is gaining ground as service teams seek improvements in speed, costs and customer satisfaction. The integration of AI in service management has become the third priority of Spanish professionals, only behind improving the customer experience and modernizing customer-oriented service technologies. To understand the value of this position, the previous year it was ranked eleventh, which demonstrates the great leap it has made among customer-focused service professionals in Spain.
“Improving the customer experience remains the primary goal of service teams, but the way to achieve it is evolving,” says Fernando Gallego, vice president of Service Cloud at Salesforce. “AI agents go beyond predictions and automation; they are able to understand customer context, act, make decisions and adapt in real time. This change gives employees more space to focus on what they do best, solve complex problems and build customer trust.”
Spanish service teams estimate that 30% of cases are currently managed using AI in customer service processes. By 2027, the figure is expected to reach 50%. This transition reflects the consolidation of the agentic enterprise, in which AI agents work alongside human teams, collaborating and acting independently to manage routine customer tasks, while employees focus on more complex, higher-value work for the customer.
Beyond solving more cases, teams are turning to AI agents to amplify their impact, from reducing service costs to improving customer satisfaction. Service professionals in Spain predict that agentic AI will increase revenue from additional customer-linked sales by 15%.
Service professionals in EMEA who rely on agentic AI dedicate 25% of their time weekly to more complex cases
In addition to organizational benefits, AI is transforming the work experience of customer service professionals. In the EMEA region, service professionals using AI spend 20% less time on routine customer cases, freeing up around four hours per week for more complex tasks, strengthening customer relationships.
EMEA professionals using agentic AI spend up to 25% of their time weekly on highly complex client cases, creating greater opportunities for professional growth. Additionally, these professionals are much more likely to mentor their peers, lead projects, and improve high-value customer processes, demonstrating that AI helps employees improve their customer-focused career development.
In fact, 85% of service professionals in EMEA who rely on AI say it is creating development opportunities for them. Specifically, 89% have developed new skills and 78% say their work has become more specialized as a result of using customer-facing AI tools. Most importantly, service professionals in EMEA who rely on AI feel positive about the direction their career is taking, especially in their relationship with the customer.
“We are seeing that AI is not only changing the way customer service professionals work, but it is expanding their capabilities,” says Fernando Gallego. “Those who use AI, especially AI agents, report gaining new skills and feeling more confident in their careers. That’s a clear sign that AI, when applied strategically, can open the doors to career growth and a better customer experience.”
Safety and precision remain a priority
Although professionals agree that AI is a lever for the growth and development of customer-oriented business, its implementation comes with challenges. Even so, 89% of service workers in Spain say that the obstacles they have faced were foreseeable and, in many cases, less difficult than expected. Security remains the top concern, with 58% of Spanish service managers saying security concerns have delayed or limited their customer-related AI initiatives.
“AI is creating new opportunities for the customer, service teams and businesses. But we must also be realistic. AI implementations must be based on security, trust and well-thought-out change management, so that the benefits are not only measured in terms of efficiency, but also in how they support the workforce and protect the customer,” concludes Fernando Gallego.
