Riyadh – Sharikat Mubasher: Saudi Arabia has been identified as one of the world’s fastest-growing markets for the adoption of artificial intelligence in customer service, according to Salesforce's recently released Salesforce’s seventh State of Service report.
Based on insights from customer service professionals, managers, and decision-makers in the Kingdom, the report shows that service excellence has become a strategic priority for Saudi organizations.
Companies are investing in new technologies, upgrading operations, and developing workforce capabilities to deliver faster, more personalized, and more accessible customer experiences, in line with Saudi Vision 2030’s digital transformation agenda.
The study highlights a sharp increase in the use of AI tools to automate routine tasks, streamline workflows, and scale customer support across digital channels. At the same time, rising consumer expectations for accurate, responsive, and seamless service are pushing organizations to expand omnichannel strategies covering mobile, social media, and messaging platforms.
Salesforce also noted a rapid transformation of the customer service workforce, with Saudi companies focusing on upskilling employees to work alongside AI and creating specialized roles in digital services, automation oversight, and customer experience design. While system integration remains a key challenge, demand for unified data platforms and cloud-based solutions continues to grow.
According to Mohammed Alkhotani, SVP & General Manager, Salesforce Middle East, these trends position Saudi Arabia to lead the next phase of AI-powered customer experience across the region.
