Agentic AI to Handle 68% of Customer Interactions by 2028
Source: newsroom.cisco.com
Agentic AI Set to Transform Customer Experience
Cisco announced the findings of its report, "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," which highlights agentic AI's potential in services and support. The survey included 7,950 global business and technical decision-makers across 30 countries. Respondents anticipate agentic AI playing a bigger role in interactions with tech vendors and are optimistic about its benefits.
88% of respondents are confident that agentic AI-led customer experiences from tech partners will help their organizations achieve goals like efficient, resilient, and secure IT environments. They also expect the shift to agentic AI-led customer experience to happen faster than anticipated. 68% of customer experience interactions with tech partners are predicted to be handled by agentic AI within three years, with over half (56%) expected within 12 months.
Liz Centoni, EVP & Chief Customer Experience Officer, Cisco, stated that agentic AI is reaching a maturity level where it can solve customer pain points in enterprise environments, such as misconfiguration issues.
The Rise of Agentic AI
Agentic AI negates the need for human intervention. It uses AI Agents and a contextualized interconnection among them. Agentic AI Agents can remember, are task aware, and can independently take actions to achieve an outcome by learning and reasoning with minimal oversight. This allows customer experience professionals to focus on complex problem-solving and building customer relationships.
The research emphasizes the need for tech vendors to accelerate their agentic AI deployment strategies. Vendors who don't deploy agentic AI effectively may experience a deterioration in customer relationships and reputational damage. Those who embrace the transformation may benefit from data-driven insights and improved scalability. 81% predict that vendors delivering agentic AI-led customer experience will gain a competitive edge.
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