TLDR: A recent Salesforce report reveals a significant shift in perception, with AI agents now viewed as crucial tools for strengthening security rather than posing risks. The report underscores AI’s evolving role from a support system to a collaborative partner, driving efficiency, boosting revenue, and becoming a top priority for Indian service leaders.
Bengaluru, November 12, 2025 – A new report from Salesforce indicates a transformative shift in how artificial intelligence (AI) agents are perceived within enterprises, particularly in India. Far from being seen solely as a security risk, AI agents are now recognized as key tools to bolster security measures and drive substantial business benefits, according to findings from Salesforce’s latest State of Service report.
Mankiran Chowhan, Managing Director – Sales & Distribution at Salesforce India, emphasized this evolution, stating, “AI has evolved from its initial role as just a support system to one that enables humans to become better. We now live in a world where agentic AI and humans can deliver better outcomes, and decisions can get smarter.”
The report highlights that AI is rapidly becoming an indispensable component of business operations. It projects that AI agents will manage 50% of all customer service cases by 2027, a significant increase from the current 30%. For Indian service leaders, AI stands as the second-highest priority, trailing only the improvement of customer experience.
Deepu Chacko, VP- Solution Engineering at Salesforce India, noted the growing confidence in AI adoption. He revealed that approximately 90% of Indian service leaders found the challenges associated with AI implementation to be either expected or easier than anticipated. While 50% of these leaders acknowledged that security concerns had previously delayed AI rollouts, the prevailing sentiment now is that ‘AI agents are seen as tools to strengthen security.’
Beyond security, the economic impact of agentic AI is also substantial. Indian service professionals anticipate that agentic AI will boost upsell revenue by an impressive 16%. Furthermore, AI is becoming increasingly conversational, with 44% of Indian service teams currently utilizing multimodal AI, capable of understanding and generating various content types simultaneously.
The concept of the ‘agentic enterprise’ is central to these findings, describing a future where AI agents collaborate seamlessly with human teams. These agents are designed to reason and act autonomously, handling routine tasks and freeing human employees to concentrate on more complex, high-value work.
Salesforce is at the forefront of this transformation with its ‘Agentforce’ platform, designed to enable organizations to build and deploy autonomous AI agents to scale their workforce and enhance customer experiences.
However, the journey is not without its challenges. A related Salesforce State of IT report, based on a global survey of over 2,000 enterprise IT security leaders (including 588 in the APAC region), indicated that half of IT security leaders in Asia Pacific are concerned about their data foundation for maximizing agentic AI’s potential. Additionally, 57% are not fully confident in having adequate guardrails for deploying AI agents. Despite these concerns, 100% of security leaders in the region identified at least one security issue that AI agents could improve.
Paula Goldman, Salesforce’s Chief Ethical and Humane Use Officer, underscored the importance of trust in this new era. “We’re at an inflection point with trust in AI with agentic AI — notably, 60% of consumers say advances in AI make it more important for companies to be trustworthy,” she stated. Goldman emphasized the need for businesses to build trust through explainability features, user guidance, and human-centered AI designs.
Echoing this sentiment, Alice Steinglass, EVP and GM, Salesforce Platform, predicted a future where “AI agents will become the primary guardians of organizational security, outpacing human capabilities in detecting security vulnerabilities, enhancing security posture, and making proactive changes.” She added that this shift would allow security specialists to focus on higher-level architectural tasks, even as malicious actors leverage AI for more sophisticated attacks.
The rapid adoption of AI agents is evident, with a 119% surge in their creation among early adopters during the first half of 2025, according to Salesforce’s Agentic Enterprise Index. The average number of customer service conversations led by agents also saw a dramatic 22-fold increase between January and June 2025, demonstrating their growing impact across various business functions.
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This comprehensive view from Salesforce underscores that AI agents are not just a technological advancement but a strategic imperative for enhancing security, driving efficiency, and fostering innovation across the enterprise landscape.
