India, April 9 -- Salesforce released its 2019 State of Service report capturing insights and trends from service agents and decision makers worldwide to determine their biggest challenges and priorities, the changing role of customer service agents, the impact of artificial intelligence (AI) on the future of customer service and how mobile workers fit into modern customer service.

Technology is redefining customer standards and making service a strategic asset. The biggest challenge for Indian businesses is keeping up with changing consumer expectations. In India, 93% of decision-makers say their company's customer service must transform in order to stay competitive. Improving service technologies is a top priority for these decision ma...