Agentic AI Set to Take Over Customer Service, Survey Finds

Cisco's report projects that agentic AI will handle over two-thirds of customer service interactions with technology vendors by 2028. Business leaders believe agentic AI will make customer service more personalized, proactive, and predictive, but nearly 90% also think it needs to be combined with human empathy to optimize the experience. However, customers are skeptical, with three-quarters believing customer service is becoming too impersonal and automated. Transparency and putting customers first is key to deploying AI effectively.

Cisco's latest research report, "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," projects a significant shift in customer service interactions with technology vendors. By 2028, agentic AI is expected to handle over two-thirds of these interactions, a trend that highlights the growing importance of AI in customer experience (CX).

Agentic AI, a category of artificial intelligence that leverages AI agents with memory, task awareness, and independent action capabilities, is poised to revolutionize customer service. The report finds that 93% of respondents predict agentic AI will enable more personalized, proactive, and predictive services, while 89% emphasize the need to combine human connection with AI efficiency to optimize experiences. However, nearly 90% of customers believe that customer service is becoming too impersonal and automated, underscoring the importance of human empathy in AI-driven interactions.

The report also highlights the transformational benefits of agentic AI, including improved IT productivity, time savings, and cost savings. However, it underscores the need for transparency and putting customers first to deploy AI effectively. Robust governance and ethical use of AI are critical to building trust with customers.

The rise of agentic AI in customer service is not without challenges. The report finds that customers expect a seamless and ethical deployment of AI across the technology lifecycle. Vendors who fail to meet these expectations risk deterioration in customer relationships, reputational damage, and higher levels of customer churn.

Despite these challenges, the report suggests that vendors who embrace agentic AI head-on will gain a competitive edge. By 2028, 81% of respondents predict that vendors that successfully deliver agentic AI-led customer experience will gain a strategic differentiator.

The shift towards agentic AI in customer service is a reflection of the broader trend of AI accessibility and its impact on consumers and businesses. According to Gartner, the number of enterprise software applications featuring agentic AI will rise from fewer than 1% in 2024 to 33% by 2028, with 80% of common customer service issues being handled without human intervention by 2029.

In conclusion, the rise of agentic AI in customer service represents a significant transformation in the way technology vendors interact with customers. While the shift brings numerous benefits, it also presents challenges that vendors must address to ensure a successful and ethical deployment of AI.

References:
[1] https://www.prnewswire.com/news-releases/agentic-ai-poised-to-handle-68-of-customer-service-and-support-interactions-by-2028-302465212.html
[2] https://www.forbes.com/councils/forbestechcouncil/2025/05/28/digital-assistants-in-cx-an-improvement-for-businesses-and-consumers/