Agentic AI to Handle 68% of Customer Interactions by 2028

Agentic AI Set to Transform 68% of Customer Interactions by 2028

Agentic AI is poised to revolutionize customer experience, with a significant shift expected in the next three years. According to a recent report by Cisco, 68% of customer interactions with tech vendors will be handled by agentic AI by 2028. This transformation is driven by the technology’s ability to provide efficient, resilient, and secure IT environments, as highlighted in Cisco’s findings from a global survey of 7,950 business and technical decision-makers across 30 countries.

The report, titled "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," reveals that 88% of respondents are confident that agentic AI-led customer experiences will help their organizations achieve key goals. These include improving IT efficiency, enhancing resilience, and ensuring security. The shift to agentic AI is expected to occur rapidly, with 56% of interactions predicted to be AI-led within the next 12 months.

"Agentic AI has reached a level of maturity where it can address critical pain points in enterprise environments," said Liz Centoni, EVP & Chief Customer Experience Officer at Cisco. "This includes resolving issues like misconfigurations, which are common challenges in complex IT systems."

The Advantages of Agentic AI

Agentic AI operates autonomously, reducing the need for human intervention. It leverages AI agents that are contextually interconnected, capable of remembering tasks, and taking independent actions to achieve outcomes. This autonomy allows customer experience professionals to focus on more complex problem-solving and relationship-building activities, rather than routine tasks.

The report emphasizes the urgency for tech vendors to accelerate their agentic AI deployment strategies. Companies that fail to adopt this technology effectively risk reputational damage and deteriorating customer relationships. Conversely, those that embrace agentic AI stand to gain a competitive edge, benefiting from data-driven insights and improved scalability. According to the survey, 81% of respondents predict that vendors delivering agentic AI-led customer experiences will secure a significant market advantage.

Cisco’s Commitment to AI Innovation

Cisco is at the forefront of this AI revolution, developing AI-powered solutions and services designed to enhance connectivity and security in the AI era. The company’s commitment to creating a connected and inclusive future aligns with its broader vision of leveraging technology to solve global challenges.

"Our goal is to help organizations thrive in an AI-driven world," Centoni added. "By integrating agentic AI into our offerings, we aim to provide our customers with the tools they need to succeed in an increasingly complex and competitive landscape."

The Future of Customer Experience

As agentic AI continues to evolve, its impact on customer experience is expected to grow. By automating routine tasks and providing personalized, context-aware support, agentic AI has the potential to transform how businesses interact with their customers. This shift could lead to more efficient operations, improved customer satisfaction, and increased innovation across industries.

However, the successful deployment of agentic AI will require careful planning and strategic investment. Tech vendors must prioritize the development of robust AI frameworks, ensure data privacy, and address ethical considerations to fully realize the benefits of this technology.

With the right approach, agentic AI could usher in a new era of customer experience, where technology and human expertise work seamlessly together to create value for businesses and their customers alike.